一线员工应对顾客不当行为的能力对同属顾客的影响研究  

The Impact of Frontline Service Employee's Capability to Deal with Customer Misbehavior on Fellow Customer

作　　者：刘汝萍[1] 范广伟[2] 马钦海[1] 

机构地区：[1]东北大学工商管理学院 [2]沈阳药科大学工商管理学院

出　　处：《管理学报》2018年第1期84-92,共9页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(71272162;71302162);教育部人文社会科学研究规划基金资助项目(13YJC630096);东北大学基本科研业务费资助项目(N150604001)

摘　　要：从一线员工、实施不当行为顾客和同属顾客三者互动角度出发,考察一线员工应对顾客不当行为的能力对同属顾客的感知服务质量与忠诚的影响,并检验同属顾客感知道义公平的中介作用以及顾客不当行为类型的调节作用。采用问卷调查法,通过问卷星网络平台收集数据。研究结果表明,一线员工应对顾客不当行为的能力正向影响同属顾客感知服务质量和忠诚,道义公平的中介作用显著;顾客不当行为类型的调节作用显著,当顾客不当行为的作用对象是同属顾客时,员工应对能力对道义公平的影响更强。From the view of the interaction among the problem customer, frontline employees and fellow customer, this study examine the impact of capability of frontline service employee to deal with customer misbehavior on fellow customers＇ service quality perception and loyalty as well as the mediation effect of deontic justic and the moderation effect of the type of customer misbehavior. Survey was adopted to collect data through questionnaire star network platform. The result shows that capability of frontline service employee to deal with customer misbehavior has a significant positive effect on fellow customers; service quality perception and loyalty and the mediation effect of deontic justic is significant. The moderation effect of the different type of customer misbehavior is significant. When the customer misbehavior behavior is aimed at the fellow customers, the effect of employee＇s coping ability on deontic justic is stronger.

关 键 词：顾客不当行为 一线员工 同属顾客 道义公平 

分 类 号：C93[经济管理—管理学]