顾客不当行为背景下互动质量对同属顾客体验和态度影响研究

发布时间：2018-06-26 03:06

本文选题：顾客不当行为 + 同属顾客　；参考：《商业经济与管理》2017年10期

【摘要】：服务场所频发的顾客不当行为及其危害已逐渐引起企业和学术界关注,但目前主要着眼于事前防控,对顾客不当行为发生后一线员工和同属顾客的能动作用仍重视不足。文章基于调查研究深入剖析顾客不当行为背景下,不良顾客、同属顾客、员工之间多方人际互动对同属顾客体验和态度的影响及内部机制。研究发现,同属顾客与不良顾客间消极互动、同属顾客之间积极互动,以及员工与顾客间互动对同属顾客体验均有显著正向影响,且员工与顾客间互动对同属顾客与不良顾客间互动影响有显著强化作用。此外,服务体验在三种人际互动对同属顾客态度的影响中发挥重要中介作用。研究结论对于企业调动员工和同属顾客共同参与顾客不当行为管理具有重要实践指导意义。
[Abstract]:The frequent occurrence of customer misconduct and its harm in service places have gradually attracted the attention of enterprises and academic circles, but at present they mainly focus on prevention and control in advance, but they still pay less attention to the dynamic role of the first line employees and the same customers after the occurrence of customer misconduct. Based on the investigation and research, this paper deeply analyzes the influence and internal mechanism of multi-interpersonal interaction among employees on the experience and attitude of the same customer under the background of customer misconduct. The study found that the negative interaction between the same customer and the bad customer, the positive interaction between the same customer, and the interaction between the employee and the customer had a significant positive impact on the peer customer experience. Moreover, the interaction between employee and customer has a significant effect on the interaction between the same customer and the bad customer. In addition, service experience plays an important intermediary role in the influence of three kinds of interpersonal interaction on the same customer attitude. The conclusion has important practical significance for enterprises to mobilize employees and customers to participate in the management of customer misconduct.
【作者单位】：武汉大学经济与管理学院;中南财经政法大学工商管理学院;
【基金】：国家自然科学基金面上项目“垂直渠道系统中的冲突解决机制研究:多边竞争视角”(71172209);国家自然科学基金面上项目“同属顾客对顾客不当行为的反应模式研究——基于情绪的视角”(71372211)
【分类号】：F274

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