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首页> 外文期刊>Journal of Business Research >The effect of customer-initiated justice on customer-oriented behaviors
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The effect of customer-initiated justice on customer-oriented behaviors

机译：客户发起的正义对以客户为导向的行为的影响

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摘要

Researchers have been thorough in their examination of the influence of organizational factors (e.g., supervisors, climate) on employees' perceptions of justice in the workplace. However, much less effort has been directed toward understanding how factors external to the organization - namely, customers - influence perceived justice. This represents an important omission because frontline employees are often held accountable for customer satisfaction which, ultimately, may depend on customers' initial treatment of frontline employees. The research reported herein explores this possibility by proposing that (1) customer interpersonal justice enhances employee-customer fit, (2) customer informational justice increases both employee-customer fit and self-efficacy, and (3) employee-customer fit and self-efficacy interact in prediction of frontline employee customer-oriented behaviors. The results affirm the proposed relationships and thus provide initial evidence that employee-customer fit and self-efficacy mediate the effects of perceived customer-justice on customer-oriented behaviors; the implications of these findings for theory and practice are discussed. (C) 2016 Elsevier Inc. All rights reserved.
机译：研究人员已经彻底研究了组织因素（例如主管，气候）对员工在工作场所正义感的影响。但是，人们花了更少的精力去理解组织外部的因素（即客户）如何影响人们的正义感。这是一个重要的遗漏，因为一线员工通常要为客户满意度负责，这最终可能取决于客户对一线员工的最初待遇。本文报告的研究通过提出以下建议来探索这种可能性：（1）客户人际公正提高员工与客户的适应度；（2）客户信息公正同时提高员工与客户的适应度和自我效能；（3）员工与客户的适应度和自我效能。效能在预测前线员工以客户为导向的行为中相互影响。结果肯定了所提出的关系，从而提供了初步的证据，即员工与客户之间的契合度和自我效能感介导了感知到的客户正义对客户导向行为的影响；讨论了这些发现对理论和实践的意义。 （C）2016 Elsevier Inc.保留所有权利。

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