边界人员客户导向行为对服务补救满意度的影响——IT资源的调节作用  

Impact of Customer-Oriented Behavior of Boundary Spanners on Service Recovery Satisfaction:The Moderating Role of IT Resources

作　　者：胡琴芳 梁佳欣 HU Qinfang;LIANG Jiaxin(College of Economics and Management,Hunan University of Technology,Zhuzhou 412007,China)

机构地区：[1]湖南工业大学经济与管理学院,湖南株洲412007

出　　处：《湖南工业大学学报（社会科学版）》2024年第6期67-77,共11页Journal of Hunan University of Technology(Social Science Edition)

基　　金：教育部人文社科基金资助项目“基于隐性距离的供应链合作创新收入—成本困境与治理研究——数字化转型视角”(23YJA630034);株洲市社会科学成果规划评审委员会基金资助项目“株洲数字化人才供需研究”(ZZSK2023054)。

摘　　要：基于我国358家客户方企业边界人员的样本数据,探究客户导向行为对服务补救满意度的影响机制。研究结论表明:边界人员客户导向行为对服务补救满意度具有正向影响;交易型心理契约对服务补救满意度具有正向影响并且在功能型客户导向行为和服务补救满意度关系中起中介作用,关系型心理契约对服务补救满意度具有正向影响并且在关系型客户导向行为和服务补救满意度关系中起中介作用;IT资源增强了客户导向行为对心理契约的正向影响并强化了心理契约的中介作用。据此,企业应重视边界人员客户导向行为的积极作用,培养员工的互动能力,鼓励边界人员积极开展合理措施以提升服务补救满意度;渠道交流过程中应积极运用企业自身IT资源,有效提升双方沟通效率,促进服务补救进程的完善。Based on the sample of boundary spanners from 358 customer-side enterprises in China,the influence mechanism of customer-oriented behavior on service recovery satisfaction is explored.The findings show that customer-oriented behavior of boundary spanners has a positive effect on service remediation satisfaction;transactional psychological contract has a positive effect on service recovery satisfaction and mediates the relationship between functional customer-oriented behavior and service recovery satisfaction;relational psychological contract has a positive effect on service recovery satisfaction and mediates the relationship between relational customer-oriented behavior and service recovery satisfaction;IT resources enhance the positive effect of customer-oriented behavior on the psychological contract and strengthen the mediating role of the psychological contract.Accordingly,enterprises should pay attention to the positive role of customer-oriented behavior of boundary spanners,actively cultivate the interactive ability of employees,and encourage the boundary spanners to actively carry out reasonable measures to enhance the satisfaction of service recovery.Enterprises should also utilize their own IT resources in the process of channel communication to improve the communication efficiency between both parties and promote the improvement of the service recovery process.

关 键 词：边界人员 客户导向行为 服务补救满意度 心理契约 IT资源 

分 类 号：F272.7[经济管理—企业管理]