{"title":"自由裁量服务行为过程模型","authors":"Donna Maria Blancero , Scott A Johnson","doi":"10.1016/S1084-8568(01)00042-6","DOIUrl":null,"url":null,"abstract":"<div><p>Managing the service behavior of contact employees (service agents) who work with customers is of increasing concern and importance to employers. We present a theoretical framework and model that explicates the cognitive process influencing service agent behavior during customer service encounters, which we describe as discretionary service behavior (DSB). The DSB model takes a contract management approach, incorporating agents' perceived organizational support (based on their evaluation of their psychological contract status and resultant fairness perceptions), their intentions to perform DSB, and their perception of the feedback they receive from customers (and its joint influence on DSB). We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 307-329"},"PeriodicalIF":0.0000,"publicationDate":"2001-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00042-6","citationCount":"24","resultStr":"{\"title\":\"A process model of discretionary service behavior\",\"authors\":\"Donna Maria Blancero , Scott A Johnson\",\"doi\":\"10.1016/S1084-8568(01)00042-6\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Managing the service behavior of contact employees (service agents) who work with customers is of increasing concern and importance to employers. We present a theoretical framework and model that explicates the cognitive process influencing service agent behavior during customer service encounters, which we describe as discretionary service behavior (DSB). The DSB model takes a contract management approach, incorporating agents' perceived organizational support (based on their evaluation of their psychological contract status and resultant fairness perceptions), their intentions to perform DSB, and their perception of the feedback they receive from customers (and its joint influence on DSB). We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes.</p></div>\",\"PeriodicalId\":100829,\"journal\":{\"name\":\"Journal of Quality Management\",\"volume\":\"6 2\",\"pages\":\"Pages 307-329\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2001-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00042-6\",\"citationCount\":\"24\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Quality Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S1084856801000426\",\"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/S1084856801000426","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Managing the service behavior of contact employees (service agents) who work with customers is of increasing concern and importance to employers. We present a theoretical framework and model that explicates the cognitive process influencing service agent behavior during customer service encounters, which we describe as discretionary service behavior (DSB). The DSB model takes a contract management approach, incorporating agents' perceived organizational support (based on their evaluation of their psychological contract status and resultant fairness perceptions), their intentions to perform DSB, and their perception of the feedback they receive from customers (and its joint influence on DSB). We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes.