• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Journal of Business Research >Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment
【24h】

Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment

机译：服务越野对遥远的第三方客户的影响：道德认同和道德判断的作用

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

Service failure studies have paid little attention to the role of the other customers or bystanders present in a service setting. Using a mixed method approach, the current study examines the effect of visible service transgressions on distant third-party customers in a shared service territory. A netnography study reveals that a distant third-party customer is most affected by service transgressions that are unethical, that is violating the prescriptive norms of social and human behavior, and can lead them to engage in negative e-Word-of-Mouth (eWOM) against the transgressor. To reaffirm these findings, a conceptual model is proposed based on moral identity theory, moral judgment, distrust, and moral reasoning choice to explain the effect of ethical service transgression on distant third-party customers' intentions to engage in negative eWOM and brand avoidance. The study highlights the strategic significance of the other customers in a triadic setting for firms and contributes theoretically to the research on ethical service transgressions, moral identity, and third-party customers.
机译：服务失败研究几乎没有注意服务环境中存在的其他客户或旁观者的作用。使用混合方法方法，目前的研究探讨了可见服务越野对共享服务领域的遥远第三方客户的影响。 NetNography研究表明，遥远的第三方客户受到不道德的服务违规的影响最大，这违反了社会和人类行为的规范规范，并可以引导他们从事负面的e-lock-of of opto（ewom ）反对犯罪者。为了重申这些发现，基于道德身份理论，道德判断，不信任和道德推理选择来提出一个概念模型，以解释道德服务对遥远的第三方客户意图的影响，从事负面的ewom和品牌避免。该研究突出了其他客户在公司的三合一环境中的战略意义，从理论上贡献了道德服务违规，道德身份和第三方客户的研究。

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