期刊论文

A Study Review on Proactive Customer Service Performance： Background, Conceptualization and Influence Mechanism

中文

中国人力资源开发

1004-4124

2018

35

3

41-51

10.16471/j.cnki.11-2822/c.2018.03.004

31200795:国家自然科学基金 16CGL044:国家社会科学基金 CCNU14202015:中央高校基本科研业务费专项华中师范大学项目 2017YBZZ089:华中师范大学优秀博士学位论文培育计划

本校为第一机构

随着服务行业的迅速发展和客户需求的多样性,企业和客户对一线服务员工提出了更高的要求,需要员工表现出主动服务客户行为来满足客户需求,提高客户满意度,具体指员工表现出的自发、长远取向和持久特性的服务行为。本文对此概念兴起的背景、内涵和测量进行了梳理,并结合近年实证研究成果重点从资源保存理论、组织认同理论和主动动机模型的角度分析了员工主动服务客户行为的研究视角和理论基础,从组织层面、团队层面、个体层面以及个体特征与组织情境交互作用四个方面介绍了员工主动服务客户行为的影响因素及其作用效果。未来研究可进一步拓展主动服务客户行为的研究领域,探讨其对员工的积极作用,...

With the rapid development of service organizations, the performance of front-line service employees is essential for success of organizations and service delivery, especially taking initiative and engaging in proactive behavior. The employees often need to go beyond formalized work roles to elicit proactive customer service performance, which is defined as service employees＇ self-started, long term-oriented, and persistent service behavior. By reviewing previous studies about the proactive customer service performance, this paper briefly intr...