基于信任视角的一线员工应对能力与同属顾客体验关系的研究

摘要/Abstract

摘要： 基于信任理论和归因理论，通过构建一线员工应对顾客不良行为能力对同属顾客体验影响的模型，探究其中的作用机制和边界条件。三个实验分别探究一线员工应对顾客不良行为的能力对同属顾客体验的影响、认知信任的中介效应和同属顾客参与的调节效应。研究表明：一线员工应对顾客不良行为能力会对同属顾客体验产生正向影响，认知信任起着中介作用；同属顾客参与起调节作用，即与低参与的同属顾客相比，一线员工应对顾客不良行为能力高时，高参与的同属顾客体验会更好。

关键词: 顾客不良行为, 同属顾客, 认知信任, 同属顾客参与

Abstract: By constructing a model of the impact of frontline staffs' ability to deal with customer misbehavior on fellow customers' experience, this paper uses trust theory and attribution theory to reveal the mechanism and boundary conditions in this relationship. Three experiments are conducted to explore the influence of frontline staff's ability to deal with customer misbehavior on fellow customers' experience, the mediating role of cognitive trust and the moderating role of fellow customers' involvement. Research results show that:frontline staff's ability to deal with customer misbehavior positively affects fellow customers' experience; cognitive trust mediates the effect of the ability; and fellow customers' involvement plays a moderating role, that is, fellow customers with high involvement will have a better experience than those with low involvement when facing frontline staff who are better able to deal with customer misbehavior.

Key words: customer misbehavior, fellow customer, cognitive trust, fellow customers' involvement

黄苏萍, 王珊, 王永贵. 基于信任视角的一线员工应对能力与同属顾客体验关系的研究[J]. 管理评论, 2023, 35(5): 184-196.

Huang Suping, Wang Shan, Wang Yonggui. A Research on the Relationship between Coping Ability of Frontline Employees and Fellow Customers' Experience from the Perspective of Trust[J]. Management Review, 2023, 35(5): 184-196.

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