服务恢复系统与客户正义感之间的联系:员工服务恢复绩效的多层次模型。

Q2 Pharmacology, Toxicology and Pharmaceutics F1000Research Pub Date : 2024-10-14 eCollection Date: 2023-01-01 DOI:10.12688/f1000research.135103.2
Abhishek S Rao, Yogesh Pai P, Lakshminarayanan Sethumadhavan
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引用次数: 0

摘要

过去针对服务恢复的研究主要集中在为留住客户而采取的行动,以及克服服务提供失误的可能性,尽管服务恢复过程的多维性已经开始超越投诉处理过程。在本文中,我们确定了服务恢复过程中最重要的问题,并提出了解决这些问题的框架。我们采用了广泛的综合综述方法。1988 年至 2017 年间,这些期刊上的文章数量保持在 26 至 30 篇之间。大多数文章从商业角度研究服务恢复,少数文章从跨学科角度研究服务恢复。研究结果有望为服务恢复绩效的前因后果提供启示,特别是工作资源和需求如何影响员工的职业倦怠和工作投入,进而影响服务恢复绩效和客户对公正的感知。本研究旨在通过建立一个多层次模型来解释一线员工的服务恢复绩效以及服务恢复系统对客户公正感知的影响,从而为服务恢复方面的讨论做出贡献。因此,本研究有望就嵌套在单位层面建构(即服务恢复系统)中的员工服务恢复绩效的前因后果得出可靠的结论。
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Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance.

Past research aimed at service recovery has focused on actions that are taken to retain customers, and the possibility of overcoming the mistakes of service delivery, though the multidimensional nature of the service recovery process has begun to move beyond the complaint handling process. In this paper, we identify the most important issues addressed in service recovery and present a framework for addressing them. We used an extensive integrative review methodology. Between 1988 and 2017 the number of articles in these journals was kept between 26 and 30. The majority took a business perspective to study services recovery, while a minority took an inter-disciplinarity perspective. The study's findings are expected to provide insights into the antecedents and consequences of service recovery performance, particularly how job resources and demands influence employee burnout and work engagement, which in turn affect service recovery performance and customer perceptions of justice. The research aims to contribute to the discourse on service recovery by building a multi-level model that explains the service recovery performance of frontline employees and the impact of the service recovery system on customer justice perceptions. Thus, this research is expected to contribute to robust conclusions on the antecedents and consequences of employee service recovery performance nested within the unit-level construct, i.e., the service recovery system.

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来源期刊
F1000Research
F1000Research Pharmacology, Toxicology and Pharmaceutics-Pharmacology, Toxicology and Pharmaceutics (all)
CiteScore
5.00
自引率
0.00%
发文量
1646
审稿时长
1 weeks
期刊介绍: F1000Research publishes articles and other research outputs reporting basic scientific, scholarly, translational and clinical research across the physical and life sciences, engineering, medicine, social sciences and humanities. F1000Research is a scholarly publication platform set up for the scientific, scholarly and medical research community; each article has at least one author who is a qualified researcher, scholar or clinician actively working in their speciality and who has made a key contribution to the article. Articles must be original (not duplications). All research is suitable irrespective of the perceived level of interest or novelty; we welcome confirmatory and negative results, as well as null studies. F1000Research publishes different type of research, including clinical trials, systematic reviews, software tools, method articles, and many others. Reviews and Opinion articles providing a balanced and comprehensive overview of the latest discoveries in a particular field, or presenting a personal perspective on recent developments, are also welcome. See the full list of article types we accept for more information.
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