标准化学报Issue(6)：25-37,13.DOI:10.3969/j.issn.2097-857X.2026.06.003
联络中心服务国际标准实施机制研究
Research on the Implementation Mechanisms of International Standards for Contact Centre Services
杨朔 1董晓媛 1姚歆 1庞俊英2
作者信息
- 1. 中国国际贸易促进委员会商业行业委员会
- 2. 北京东方才博企业管理顾问有限公司
- 折叠
摘要
Abstract
[Objective]This paper aims to analyze the effects of implementing international standards for contact centre services and the mechanisms through which these effects are generated within service organizations.[Methods]This study draws on organizational behavior theory and conceptualizes international service standards as voluntary instruments.This study focuses on how the institutionalization process—characterized by voluntary adoption and the internalization of behaviors within organizations—shapes management practices.Methodologically,this study adopts a framework structured around a"cognition-implementation-outcomes"chain,and incorporates both barriers and facilitators encountered during standard implementation to account for variations in implementation outcomes across organizational contexts.On this basis,a structured measurement instrument was developed and applied in a questionnaire survey and preliminary empirical analysis involving 31 contact centre-related organizations.[Results]Implementation maturity has a significant and robust positive effect on implementation outcomes and constitutes the primary determinant of perceived effectiveness.In contrast,organizational cognition and attitudes toward the standard do not directly translate into higher implementation maturity.These findings suggest that implementation outcomes are jointly shaped by the level of institutionalized implementation and by cognitive evaluation,rather than by simple cognition-driven implementation pathway.[Conclusion]The findings contribute to a more nuanced understanding of variation in standard implementation outcomes across contact-centre organizations.The results also offer insights for the design of standard promotion and implementation strategies,highlighting the importance of prioritizing institutional embedding and implementation capabilities alongside cognitive alignment.关键词
联络中心服务/国际标准/标准实施成熟度/组织行为机制/标准实施成效Key words
contact centre services/international standards/standard implementation maturity/organizational behavior mechanisms/standard implementation outcomes引用本文复制引用
杨朔,董晓媛,姚歆,庞俊英..联络中心服务国际标准实施机制研究[J].标准化学报,2026,(6):25-37,13.
