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首页> 外文学位 >Serving the customers, the organization, or both? Exploring service providers' identification with customers in the context of an organization's customer-directed fairness.
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Serving the customers, the organization, or both? Exploring service providers' identification with customers in the context of an organization's customer-directed fairness.

机译：服务于客户，组织或两者？在组织的以客户为导向的公平性的背景下，探索服务提供商对客户的认同。

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摘要

This dissertation investigates how customer service providers identify psychologically with their customers, as well as how this identification is influenced by an organization's treatment of customers, and how customer identification ultimately affects service performance. Based on predictions made from relational models of fairness and social identity theory, I hypothesize that an employee's perceptions of organizational fairness antecede identity cognitions related to the organization and its customers, and that these identity variables then influence service behaviors. These predictions are tested in two lab studies utilizing a simulated electronic help desk experiment. Results show that an organization's customer-directed fairness affects an employee's customer identification, while employee-directed fairness affects organizational identification. Results also show that customer identification and organizational identification interact to affect the level of politeness demonstrated by service providers, and that customer-directed fairness influences pro-customer rule breaking independently of identity variables. Theoretical and practical implications are discussed.
机译：本文研究了客户服务提供商如何与他们的客户在心理上进行识别，以及这种识别如何受到组织对客户的待遇的影响，以及客户识别最终如何影响服务绩效。基于对公平和社会认同理论的关系模型所作的预测，我假设员工对组织公平的看法先于与组织及其客户有关的身份认知，然后这些身份变量会影响服务行为。这些预测在两项利用模拟电子帮助台实验的实验室研究中进行了测试。结果表明，组织的以客户为导向的公平性会影响员工的客户识别，而员工主导的公平性会影响组织的身份识别。结果还显示，客户标识和组织标识相互影响，从而影响服务提供商所表现出的礼貌水平，而客户主导的公平性则独立于身份变量而影响亲客户规则的破坏。讨论了理论和实践意义。

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  • 作者

    Evans, Joel Matthew.;

  • 作者单位

    The University of Arizona.;

  • 授予单位 The University of Arizona.;
  • 学科 Psychology Behavioral.;Psychology Industrial.;Business Administration Management.
  • 学位 Ph.D.
  • 年度 2009
  • 页码 84 p.
  • 总页数 84
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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