Participative customers as partial employees and service provider workload

文化大學機構典藏 CCUR > 商學院 > 企業管理學系暨國際企業管理研究所 > 期刊論文 > Item 987654321/2857

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题名:	Participative customers as partial employees and service provider workload
作者:	Hsieh AT Yen CH Chin KC
贡献者:	企管系
关键词:	customer service management role conflict work organization service delivery
日期:	2004
上传时间:	2009-11-23 12:03:51 (UTC+8)
摘要:	For service providers, whether customers can act the role of partial employees when participating in the service production and delivery process is a subject that has been receiving conflicting explanations and has not been analysed empirically. The purpose of this study is to examine the relationship between customer participation and service providers' perceived workload Empirical results of survey data collected from 293 customer-contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to service providers' perceived workload, which implies that it is inappropriate to decrease the number of service employees based on service designs that include customer participation. Implications of these findings for managing customer participation, as wed as future research directions, are subsequently discussed.
關聯:	INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT Volume: 15 Issue: 2 Pages: 187-199
显示于类别:	[企業管理學系暨國際企業管理研究所] 期刊論文

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