自由裁量服务行为过程模型

Donna Maria Blancero , Scott A Johnson
{"title":"自由裁量服务行为过程模型","authors":"Donna Maria Blancero ,&nbsp;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 ,&nbsp;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}
引用次数: 24

摘要

管理与客户打交道的联系人员工(服务代理)的服务行为越来越受到雇主的关注和重视。我们提出了一个理论框架和模型来解释在客户服务遭遇中影响服务代理行为的认知过程,我们将其描述为自由裁量服务行为(DSB)。DSB模型采用契约管理方法,将代理人感知到的组织支持(基于他们对自己的心理契约状态和由此产生的公平感知的评估)、他们执行DSB的意图以及他们对从客户那里得到的反馈的感知(及其对DSB的共同影响)结合起来。我们定义了DSB,检查了潜在的前提,提出了与该模型相关的研究命题,并讨论了潜在的组织结果。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A process model of discretionary service behavior

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.

求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信