{"title":"顾客服务行为:人和情境前因","authors":"Marie Williams, Juan I. Sanchez","doi":"10.1016/S1084-8568(99)80106-0","DOIUrl":null,"url":null,"abstract":"<div><p>The personality antecedents of two types of customer service behavior (i.e., role-prescribed and extra-role) were studied in conjunction with the effects of experimentally manipulating participants' accountability. The results (n = 286) of a videotape-based questionnaire suggested differences between the personality antecedents of these two types of service behavior, suggesting that personality-based selection procedures should be consistent with the extent to which the organization's customer service philosophy promotes imaginative vs. scripted reactions to customer queries.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 1","pages":"Pages 101-116"},"PeriodicalIF":0.0000,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80106-0","citationCount":"24","resultStr":"{\"title\":\"Customer service-oriented behavior: Person and situational antecedents\",\"authors\":\"Marie Williams, Juan I. Sanchez\",\"doi\":\"10.1016/S1084-8568(99)80106-0\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>The personality antecedents of two types of customer service behavior (i.e., role-prescribed and extra-role) were studied in conjunction with the effects of experimentally manipulating participants' accountability. The results (n = 286) of a videotape-based questionnaire suggested differences between the personality antecedents of these two types of service behavior, suggesting that personality-based selection procedures should be consistent with the extent to which the organization's customer service philosophy promotes imaginative vs. scripted reactions to customer queries.</p></div>\",\"PeriodicalId\":100829,\"journal\":{\"name\":\"Journal of Quality Management\",\"volume\":\"3 1\",\"pages\":\"Pages 101-116\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"1998-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80106-0\",\"citationCount\":\"24\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Quality Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S1084856899801060\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Quality Management","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1084856899801060","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Customer service-oriented behavior: Person and situational antecedents
The personality antecedents of two types of customer service behavior (i.e., role-prescribed and extra-role) were studied in conjunction with the effects of experimentally manipulating participants' accountability. The results (n = 286) of a videotape-based questionnaire suggested differences between the personality antecedents of these two types of service behavior, suggesting that personality-based selection procedures should be consistent with the extent to which the organization's customer service philosophy promotes imaginative vs. scripted reactions to customer queries.
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