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首页> 外文期刊>Management research review >Customers as 'partial' employees of organizations: good or bad?
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Customers as 'partial' employees of organizations: good or bad?

机译：客户作为组织的“部分”员工：好是坏？

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Purpose - The purpose of this study is to address the following research questions: How do customer input and service provider (in this study, the terms firm and service provider are used interchangeably) input coproduce customer experience and response? Do different components of customer input influence customer experience differently? Design/methodology/approach - Structural equation modeling (SEM) was adopted to conduct tests of the measurement model and the main hypotheses represented in Figure 1. LISREL 8.80 (Jöreskog and Sörbom, 1993) was applied for data analysis in the current study. A survey instrument was designed and used to gather data for use in this study. Data were collected using an online survey administration tool (www.qualtrics.com). Findings - The results indicate that two dimensions of customer participation - information resource and codeveloper activities - demonstrate distinct impacts on customers' responses. Specifically, customer participation (information resource) is negatively related to customer shopping values and satisfaction. However, another dimension of customer participation (codeveloper activities) is positively related to the same outcomes. Originality/value - To the best of the authors' knowledge, this study is among the first to integrate customer participation and customer orientation to understand the phenomenon of customer co-creation. The study applies for a two-dimensional customer input construct and empirically tests their impacts on customer experience. Both utilitarian value and hedonic value are included in the research framework to assess customer value experience.
机译：目的-本研究的目的是解决以下研究问题：客户输入和服务提供者（在本研究中，公司和服务提供者的术语可互换使用）如何共同产生客户体验和响应？客户输入的不同组成部分是否会不同地影响客户体验？设计/方法/方法-采用结构方程模型（SEM）进行测量模型和主要假设的测试，如图1所示。LISREL8.80（Jöreskog和Sörbom，1993）用于当前研究中的数据分析。设计了一种调查仪器，并用于收集数据以用于本研究。使用在线调查管理工具（www.qualtrics.com）收集数据。结果-结果表明，客户参与的两个维度-信息资源和联合开发人员活动-表现出对客户响应的不同影响。具体来说，客户参与度（信息资源）与客户购物价值和满意度负相关。但是，客户参与（合作开发人员活动）的另一个维度与相同的结果呈正相关。原创性/价值-就作者所知，该研究是第一个将客户参与度和客户导向相结合以了解客户共创现象的研究。该研究适用于二维客户输入结构，并通过经验检验了它们对客户体验的影响。研究框架中包括功利价值和享乐价值，以评估客户价值体验。

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