共享经济背景下顾客公民行为和不当行为：基于社会困境理论的视角

共享经济(个体供方对个体顾客的共享模式如小猪短租平台)中顾客公民行为的促进和不当行为的治理, 成为保证共享经济可持续发展的重要议题。然而, 现有顾客行为相关研究更多是在传统经济背景下进行的探讨, 而涉及到共享经济背景下的研究难以体现共享经济的特色, 导致其未能很好地解决实践困境。上述顾客行为是在个人和集体利益发生冲突时的抉择, 即社会困境。社会困境理论可以帮助企业全面认识顾客公民行为和不当行为并有效解决困境问题。本研究拟基于社会困境理论, 探讨以下三个方面的问题: (1) 深入剖析共享经济中顾客公民行为和不当行为的概念、维度及其测量; (2) 揭示平台、供方和政府通过规则制定或社会影响策略来有效优化顾客行为的路径; (3) 阐明顾客公民和不当行为的差异性影响机制, 以及顾客社会价值导向和供方监督对顾客行为的调节作用。本研究有助于拓展现有顾客公民和不当行为的研究, 为平台、供方和政府管理提供重要参考。     

The role of delight in driving repurchase intentions

A channel differentiator for brick-and-mortar retail stores is the availability of salespeople to assist customers directly in their purchase decision. This research considers two aspects of customer interactions with retail salespeople that lead to perceptions of extraordinary service and enhance repurchase intentions: customer comfort and salesperson expertise. Retail customers desire value-added informational assistance from the salesperson to minimize ambiguity associated with the product and to reduce the risk associated with a purchase decision. A retail salesperson needs to make customers feel comfortable so that the customer will share specific needs during the interaction, and the salesperson can recommend appropriate products and services. Our findings reveal that while both customer comfort and salesperson expertise positively influence satisfaction with the salesperson and customer delight, only customer delight leads to repurchase intentions. While satisfaction is a commonly asserted goal for retailers; the present research suggests that in a transaction-based environment, elevated emotions such as customer delight represent a more powerful predictor of repurchase intentions. This research provides evidence of trainable salesperson behaviors that enhance customer perceptions of extraordinary service and offer firms an opportunity for significant performance gains.     

Exhausted,mistreated, or indifferent? Explaining deviance from emotional display rules at work

This article explores different theoretical explanations for deviance from display rules (DDR), which occurs when employees consciously display emotions to customers that are unsanctioned by the organization. DDR is an important outcome in service organizations because it triggers strong negative reactions from customers, such as negative reputation and business losses. To better explain why DDR occurs, the author compared predictors drawn from organizational justice theory, conservation of resources theory and goal-setting theory in a comprehensive model to explore complementary and competing effects. The model was tested using hierarchical linear modelling with data from 1146 transactions performed by 51 service employees who participated in an experience sampling study over several weeks. Results demonstrated that emotional valence mediated the transaction-level relationship between customer interpersonal injustice and DDR. Similarly, negative emotions mediated the transaction-level relationship between mental exhaustion and DDR. However, person-level differences in goal commitment to organizational display rules had a buffering effect on the relationship between negative emotions and DDR. Overall, the results demonstrate that unfair treatment from customers and mental exhaustion can promote the expression of unsanctioned emotions to customers via negative emotional experiences, but employees who are committed to emotional labour goals are more resistant to engaging in DDR.     

顾客授权行为对员工职业成长的影响：自我决定理论视角

聚焦于顾客授权行为这一概念, 以自我决定理论为基础, 分别引入基于组织的自尊作为中介变量和职业中心性作为调节变量, 探讨了顾客授权行为对一线服务员工职业成长的影响机制和作用边界。通过一项三阶段的时间滞后研究设计, 获取了245份有效样本, 结果显示: (1)顾客授权行为对员工职业成长具有显著的正向影响; (2)基于组织的自尊在顾客授权行为与员工职业成长之间起着部分中介作用; (3)职业中心性对顾客授权行为与基于组织的自尊的作用关系具有正向调节作用: 当员工职业中心性水平较高时, 顾客授权行为对基于组织的自尊的正向影响更强; (4)职业中心性进一步调节顾客授权行为通过基于组织的自尊对职业成长的间接影响: 当员工职业中心性水平较高时, 顾客授权行为通过基于组织的自尊对职业成长的正向效应会增强。     

Exploring the Effects of Anticounterfeiting Strategies on Customer Values and Loyalty

Product counterfeiting, a serious problem throughout the world, is particularly challenging for luxury brands, which often have simple designs and a value that depends largely on buyers' perceptions. This study incorporates the concept of customer value into an investigation of the anticounterfeiting strategies. Both hedonic and utilitarian values positively influence customer loyalty toward luxury brands. As a means to strengthen customer values, legal and product strategies positively influence customers' hedonic value, whereas communication and product strategies positively influence their utilitarian value. The managerial implications of these findings and directions for further research are discussed.     

Self‐service – a contradiction in terms or customer‐led choice?

This paper explores the reality of self‐service today from the customer perspective and identifies what organisations need to do to maximise their contribution to improving customer service in the future. It is based on the findings of an extensive study, including original consumer research and analysis, undertaken by the Future Foundation that was sponsored by a consortium of companies consisting of Broadsystem, BT, mmO2, BUPA and GIMRA (General Insurance Market Research Association). It is structured around a series of questions that the research was designed to answer, with clear recommendations for businesses coming out of each section. Copyright © 2003 Henry Stewart Publications.     

Familiarity breeds contempt: perceived service and sales complacency in business-to-business relationships

Relationship marketing and its strategic focus on long-term exchanges is an engrained practice in today’s business-to-business (B2B) environment. B2B relationships are important given the reciprocating benefits they offer to offset the resource-intensive investments necessary for relationship initiation and maintenance. However, the reality of the marketplace shows customer defection rates remain a concern, dark side relationship mechanisms emerge as exchanges persist, and suppliers shirk on investing the effort necessary to service their customers. Research is needed to better understand customer defections and the nuanced assessment of perceived supplier complacency in B2B service relationships. To inform this research agenda, the authors assess depth interviews with 56 executive participants across 35 post-mortem customer defection cases. Findings identify thematic representations of perceived supplier complacency within the customer-supplier service provision (i.e. service complacency), as well as during the sales renewal process (i.e. sales complacency).     

A multilevel investigation of antecedents of employee positive affective displays: the roles of customer negative affective displays and employee perceived supervisory support

Much past research on employee positive affective displays have explored their antecedents using a single level of analysis. The present study extends previous research by capturing the complex phenomenon of employee affective displays from a multilevel perspective. We used an event-sampling methodology to address a gap in the literature by examining affective displays at the intra-individual level and inter-individual level. Results based on 67 postal clerks completing 420 transactions in post offices in Taiwan show that customer negative affective displays were negatively correlated with employee positive affective displays. Moreover, employee perceived instrumental supervisory support had a cross-level moderating effect on the within-individual relationship between customer-displayed negative emotions and employee-displayed positive emotions. Specifically, those with perceived higher levels of instrumental supervisory support tended to express friendlier emotions while interacting with unhappy or angry customers than those with perceived lower levels of instrumental supervisory support. At the inter-individual level, results show that employee perceived emotional supervisory support was positively related to their affective displays at the aggregated employee level.     

服务提供者交际活动与顾客忠诚的关系

对Koermer的"服务提供者交际活动量表"(Service Provider Sociality Scale)修订以形成适合中国文化背景的服务提供者交际活动量表,根据顾客忠诚的研究编制了顾客忠诚量表,顾客忠诚包括对服务提供者的个人忠诚及与服务提供者所在组织的组织忠诚。先后对684名被试进行调查,探索性因素分析和验证性因素分析结果表明,服务提供者交际活动有三个因素构成——礼节性交际活动、社会性交际活动、私密性交际活动。回归分析表明,社会性交际活动是顾客忠诚的最重要预测变量。     

The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers

A study was conducted to investigate the relationship between performance monitoring and well-being. It also examined a mechanism, namely emotional labor, that might mediate the relationship between them, assessed the effect of the work context on the relationship between performance monitoring and well-being, and examined the relative effects of performance monitoring and work context on well-being. Three aspects of performance monitoring were covered, namely, its performance-related content (i.e., immediacy of feedback, clarity of performance criteria), its beneficial-purpose (i.e., developmental rather than punitive aims), and its perceived intensity. The participants were 347 customer service agents in two U.K. call centers who completed a battery of questionnaire scales. Regression analyses revealed that the performance-related content and the beneficial-purpose of monitoring were positively related to well-being, while perceived intensity had a strong negative association with well-being. Emotional labor did not mediate the relationship between monitoring and well-being in the form hypothesized, although it was related to these two factors. Work context (job control, problem solving demand, supervisory support) did not mediate the relationship between monitoring and well-being, but job control and supervisory support did moderate the relationship between perceived intensity and well-being. Relative to other study variables, perceived intensity showed stronger associations with emotional exhaustion, while job control and supervisory support tended to show stronger associations with depression and job satisfaction. Implications for theory, practice, and future research are discussed.