适合与否?客户忠诚度的服务配置

IF 9.8 1区 工程技术 Q1 ENGINEERING, INDUSTRIAL
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引用次数: 0

摘要

提高客户忠诚度对服务公司来说至关重要。然而,这项任务充满了挑战,现有的研究揭示了其中的困境,并提出了喜忧参半的结论。我们的研究采用了配置法,认为培养客户忠诚度是服务环境中相关设计选择之间的匹配问题。具体来说,我们研究了在以特定客户接触为特征的服务背景下,服务规则正规化(SRF)、服务员工承诺(SEC)、服务接触时间(SCT)和成本领先战略(CLS)之间的服务配置如何产生客户忠诚意向(CLI)。我们对香港 141 家服务商店的经理、员工和顾客进行了多方调查,收集了相关数据。为了分析收集到的数据,我们采用了模糊集定性比较分析法(fsQCA)。结果显示,在 CLS 条件下,低 SRF、高 SEC 和高 SCT 组合以及高 SEC 和低 SCT 组合会导致高 CLI。这项研究为客户接触服务的配置设计和客户接触服务公司提高客户忠诚度的实用方法提供了有价值的见解。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A matter of fit? Service configurations for customer loyalty

Improving customer loyalty is paramount for service companies. Nevertheless, the task is riddled with challenges, as evidenced by existing studies that have unveiled dilemmas and presented mixed findings. Our study takes the configurational approach and argues that developing customer loyalty is a matter of fit among relevant design choices in the service context. Specifically, we investigate how the service configurations among service rules formalization (SRF), service employee commitment (SEC), service contact time (SCT), and cost leadership strategy (CLS) yield customer loyalty intention (CLI) in a service context characterized by certain customer contacts. We conduct a multi-respondent survey covering managers, employees, and customers to collect data from 141 service shops in Hong Kong. To analyze the collected data, we employ fuzzy-set qualitative comparative analysis (fsQCA). The results show that the combinations of low SRF, high SEC, and high SCT and of high SEC and low SCT under CLS lead to high CLI. This research offers valuable insights into the configurational design for customer-contact services and the practical means of promoting customer loyalty in customer-contact service firms.

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来源期刊
International Journal of Production Economics
International Journal of Production Economics 管理科学-工程:工业
CiteScore
21.40
自引率
7.50%
发文量
266
审稿时长
52 days
期刊介绍: The International Journal of Production Economics focuses on the interface between engineering and management. It covers all aspects of manufacturing and process industries, as well as production in general. The journal is interdisciplinary, considering activities throughout the product life cycle and material flow cycle. It aims to disseminate knowledge for improving industrial practice and strengthening the theoretical base for decision making. The journal serves as a forum for exchanging ideas and presenting new developments in theory and application, combining academic standards with practical value for industrial applications.
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