湖南工业大学学报（社会科学版）2024，Vol.29Issue(6)：67-77,11.DOI:10.3969/j.issn.1674-117X.2024.06.009
边界人员客户导向行为对服务补救满意度的影响
Impact of Customer-Oriented Behavior of Boundary Spanners on Service Recovery Satisfaction:The Moderating Role of IT Resources
摘要
Abstract
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Key words
boundary spanners/customer-oriented behavior/service recovery satisfaction/psychological contract/IT resources分类
管理科学引用本文复制引用
胡琴芳,梁佳欣..边界人员客户导向行为对服务补救满意度的影响[J].湖南工业大学学报（社会科学版）,2024,29(6):67-77,11.基金项目
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) （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) （ZZSK2023054）
