• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>International journal of quality and service sciences >Troublesome travellers - the service system as a trigger of customer misbehaviour
【24h】

Troublesome travellers - the service system as a trigger of customer misbehaviour

机译：麻烦的旅行者-服务系统引发客户不当行为

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Purpose - Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizations in several ways. Hitherto much research on customer misbehaviour has focused on psychological explanations and individual characteristics. This study broadens the perspective by taking structural factors of the service system into account. The purpose is to complement the existing literature on customer misbehaviour by investigating how the design and functioning of the service system influences the prevalence of customer misbehaviour. Design/methodology/approach - A critical incident technique was adopted to collect and analyse qualitative data from frontline employees who work on board buses, trains, trams and in metro in the Swedish public transport system. Findings - The study shows that many incidents are triggered by features of the service system. Specifically, three dimensions (service regulations, service resources, and service practice) of the service system are brought forward. The study suggests that customer misbehaviour is caused by an inherent paradox between pre-planned, standardised, mass service solutions and ambitions to adopt a customer orientation. Originality/value - By bringing forward the interactive role of the service system and its functionality the study complements previous research and contributes to a more complete understanding of customer misbehaviour, in particular within the context of system dependent services.
机译：目的-客户的不当行为，即在交换环境中故意违反此类环境中公认的行为准则的行为，给服务组织带来了多种问题。迄今为止，有关顾客不当行为的许多研究都集中在心理解释和个人特征上。通过考虑服务系统的结构因素，本研究拓宽了视野。目的是通过调查服务系统的设计和功能如何影响客户不良行为的发生率，来补充有关客户不良行为的现有文献。设计/方法/方法-采用关键事件技术来收集和分析来自瑞典公共交通系统中乘坐公共汽车，火车，电车和地铁的一线员工的定性数据。调查结果-研究表明，许多事件是由服务系统的功能触发的。具体来说，提出了服务系统的三个维度（服务法规，服务资源和服务实践）。该研究表明，客户行为不当是由预先计划的，标准化的大规模服务解决方案与采用以客户为导向的野心之间的内在矛盾造成的。独创性/价值-通过提出服务系统及其功能的交互作用，该研究对以前的研究进行了补充，并有助于更全面地了解客户的不当行为，尤其是在依赖于系统的服务范围内。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号