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首页> 外文期刊>Journal of Business Research >Frontline employees' compliance with fuzzy requests: A request-appraisal-behavior perspective
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Frontline employees' compliance with fuzzy requests: A request-appraisal-behavior perspective

机译：前线员工遵守模糊要求：请求评估行为的观点

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摘要

While fuzzy requests from customers are pervasive in service encounters, it is lacking understanding of how to manage these kind of requests. By combining health belief model and theory of planned behavior, this study proposes a request-appraisal-behavior paradigm to elucidate frontline employees' compliance with fuzzy requests. The research model is empirically examined with data collected from 256 frontline restaurant employees. The results show that compliance behavior is negatively influenced by conflict susceptibility, request severity, and punishment expectation, but positively influenced by satisfaction reward expectation, customer orientation norms, and job autonomy. The moderating effects of customer orientation norms and job autonomy on the relationships among satisfaction reward expectation (punishment expectation) and compliance behavior are also demonstrated. This study is among the first theoretical explorations of compliance behavior toward customer' fuzzy requests. It also offers effective strategies for service providers and frontline employees to manage and cope with fuzzy requests.
机译：虽然来自客户的模糊请求在服务遭遇中普遍存在，但它缺乏对如何管理这些请求的理解。通过结合健康信仰模型和计划行为理论，本研究提出了一个请求评估行为范例，以阐明前线员工遵守模糊请求。研究模型是由256个前线餐厅员工收集的数据检查。结果表明，合规性行为受冲突敏感性，要求严重程度和惩罚期望的负面影响，但受到满足奖励期望，客户方向规范和工作自主权的积极影响。还证明了客户定位规范与工作自主权对满足奖励期望（惩罚期望）和合规行为关系的调节效果。本研究是对客户模糊请求的合规性行为的第一个理论探索之一。它还为服务提供商和前线员工提供了有效的策略来管理和应对模糊要求。

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