A Research on the Relationship between Coping Ability of Frontline Employees and Fellow Customers' Experience from the Perspective of Trust

Abstract

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

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.

References

[1] 费显政,肖胜男. 同属顾客对顾客不当行为反应模式的探索性研究[J]. 营销科学学报, 2013,9(2):13-38
[2] Harris L. C., Reynolds K. L. The Consequences of Dysfunctional Customer Behavior[J]. Journal of Services Research, 2003,6(2):144-161
[3] Kim H., Choi B. The Influence of Customer Experience Quality on Customers' Behavioral Intentions[J]. Service Marketing Quarterly, 2013,4(4):322-338
[4] Balaji M. S., Jiang Y., Singh G., et al. Letting Go or Getting Back:How Organization Culture Shapes Frontline Employee Response to Customer Incivility[J]. Journal of Business Research, 2020,111(4):1-11
[5] 刘汝萍,范广伟,马钦海. 一线员工应对顾客不当行为的能力对同属顾客的影响研究[J]. 管理学报, 2018,15(1):84-92
[6] Vargo S. L., Lusch R. F. Evolving to a New Dominant Logic for Marketing[J]. Journal of Marketing, 2004,68(1):1-17
[7] Balaji M. S., Jha S., Sengupta A. S., et al. Are Cynical Customers Satisfied Differently? Role of Negative Inferred Motive and Customer Participation in Service Recovery[J]. Journal of Business Research, 2018,86(5):109-118
[8] 刘汝萍,马钦海. 顾客不当行为研究回顾与展望[J]. 外国经济与管理, 2010,32(10):58-64
[9] 文彤,梁祎. 资源保存理论下顾客欺凌对导游离职意愿的影响研究[J]. 旅游科学, 2020,34(3):47-62
[10] 银成钺,杨雪. 服务接触中的兼容性管理对顾客反应的影响研究[J]. 管理学报, 2010,7(4):547-554
[11] Bitner M. J., Booms B. H., Mohr L. A. Critical Service Encounters:The Employee's Viewpoint[J]. Journal of Marketing, 1994,58(4):95-106
[12] 刘汝萍,刘军,马钦海. 顾客不当行为对同属顾客的影响:关系质量的调节效应[J]. 营销科学学报, 2010,(3):911-929
[13] 费显政,韩超. 正向偶然情绪对同属顾客干预顾客不当行为的影响研究[J]. 管理评论, 2021,33(6):134-143
[14] 谢礼珊,李健仪,张春林. 员工感知的顾客不公平——基于关键事件法的探索性研究[J]. 管理评论, 2011,23(5):78-88
[15] Fullerton R. A., Punj G. Repercussions of Promoting an Ideology of Consumption:Consumer Misbehavior[J]. Journal of Business Research, 2004,57(11):1239-1249
[16] Huang W. H. The Impact of Other-Customer Failure on Service Satisfaction[J]. International Journal of Service Industry Management, 2008,19(4):521-536
[17] Kiffin-Petersen S. A., Soutar G. N. Service Employees' Personality, Customer Orientation and Customer Incivility[J]. International Journal of Quality and Service Sciences, 2020,12(3):281-296
[18] 邬金涛,江盛达. 顾客逆向行为强度的影响因素研究[J]. 营销科学学报, 2010,(3):893-910
[19] 杨璟,申传刚,逯付荣. 顾客欺凌行为对酒店员工的生活满意感及离职倾向的影响研究[J]. 旅游科学, 2017,31(6):52-64
[20] 杨勇,马钦海,谭国威,等. 情绪劳动策略与顾客忠诚:顾客认同和情绪价值的多重中介作用[J]. 管理评论, 2015,27(4):144-155
[21] Holbrook M. B., Hirschman E. C. The Experiential Aspects of Consumption:Consumer Fantasies, Feeling and Fun[J]. Journal of Consumer Research, 1982,19(2):132-140
[22] 伯德H.施密特著,刘银娜,高靖,梁丽娟译. 体验营销——如何增强公司及品牌的亲和力(第1版)[M]. 北京:清华大学出版社, 2004
[23] 范秀成. 服务质量管理:交互过程与交互质量[J]. 南开管理评论, 1999,2(1):8-12
[24] Pullman M. E., Gross M. A. Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors[J]. Decision Sciences, 2004,35(3):551-578
[25] Huang J., Hsu C. H. C. The Impact of Customer-to-Customer Interaction on Cruise Experience and Vacation Satisfaction[J]. Journal of Travel Research, 2010,49(1):79-92
[26] Mcgrath M., Otnes C. Unacquainted Influencers:When Strangers Interact in the Retail Setting[J]. Journal of Business Research, 1995,32(3):261-272
[27] Fuschillo G., Cova B. Subverting the Market to Help Other Consumers:The 'La Repasse' Phenomenon[J]. Journal of Consumer Behavior, 2015,14(4):261-269
[28] Fang S., Zhang C., Li Y. Physical Attractiveness of Service Employees and Customer Engagement in Tourism Industry[J]. Annals of Tourism Research, 2020,80(1):102756
[29] 黄莹莹. 服务补救互动过程中一线员工的言语和非言语行为对顾客服务补救合作意愿的影响机制研究[J]. 旅游科学, 2021,35(2):52-72
[30] 黄倩,谢朝武. 酒店员工——顾客间互动对员工工作效率和顾客满意度的影响研究[J]. 旅游学刊, 2017,32(4):66-77
[31] Taheri B., Olya H., Ali F., et al. Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior[J]. Journal of Travel Research, 2020,59(6):1008-1028
[32] Marinova D., Singh S., Singh J. Frontline Problem-Solving Effectiveness:A Dynamic Analysis of Verbal and Nonverbal Cues[J]. Journal of Marketing Research, 2018,55(2):178-192
[33] Güntürkün P., Haumann T., Mikolon S. Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships[J]. Journal of Service Research, 2020,23(4):476-503
[34] Sirdeshmukh D., Singh B., Sabol B. Consumer Trust, Value, and Loyalty in Relational Exchanges[J]. Journal of Marketing, 2002,66(1):15-37
[35] 马妍,孙海涛,张刚. 服务接触、顾客满意度与服务企业关系研究[J]. 商业时代, 2009,(33):21-22
[36] 严中华,关士续,米加宁. B2C电子商务信任实证研究的现状与思考[J]. 软科学, 2005,19(2):43-45
[37] 金立印. 消费者企业认同感对产品评价及行为意向的影响[J]. 南开管理评论, 2006,9(3):16-21
[38] 黄苏萍,马姗子,刘军. 霹雳手段还是菩萨心肠?刻板印象下企业家领导风格与产品质量感知关系的研究[J]. 管理世界, 2019,35(9):101-115
[39] Chua R. Y. J., Ingram P., Morris M. W. From the Head and the Heart:Locating Cognition-and Affect-Based Trust in Managers' Professional Networks[J]. Academy of Management Journal, 2008,51(3):436-452
[40] Schaubroeck J., Lam S. S., Peng A. C. Cognition-Based and Affect-Based Trust as Mediators of Leader Behavior Influences on Team Performance[J]. Journal of Applied Psychology, 2011,96(4):863-871
[41] 韦慧民,龙立荣. 主管认知信任和情感信任对员工行为及绩效的影响[J]. 心理学报, 2009,41(1):86-94
[42] 宗文宙. 消费者认知信任影响因素分析[J]. 商业经济研究, 2021,(11):58-61
[43] Mayer R. C., Davis J. H., Schoorman F. D. An Integrative Model of Organizational Trust[J]. Academy of Management Review, 1995,20(3):709-734
[44] Doney P. M., Cannon J. P. An Examination of the Nature of Trust in Buyer-seller Relationships[J]. Journal of Marketing, 1997,61(4):35-51
[45] Zeithaml V. A. Consumer Perceptions of Price, Quality and Value:A Means End Model and Synthesis of Evidence[J]. Journal of Marketing, 1998,52(7):2-22
[46] Moorman C., Deshpandé R., Zaltman G. Factors Affecting Trust in Market Research Relationships[J]. Journal of Marketing, 1993,57(1):81-101
[47] Morgan R. M., Hunt S. D. The Commitment-Trust Theory of Relationship Marketing[J]. Journal of Marketing, 1994,58(3):20-38
[48] 付晓蓉,谢庆红. 顾客信任谁?——顾客信任的双归属维度分析[J]. 管理世界, 2010,(3):182-183
[49] 吴小丁,苏立勋,魏胜. 基于情绪信任的店铺环境线索与再惠顾行为关系研究[J]. 经济管理, 2016,38(8):98-108
[50] 刘凤军,李辉. 社会责任背景下企业联想对品牌态度的内化机制研究——基于互惠与认同视角下的理论构建及实证[J]. 中国软科学, 2014,29(3):99-118
[51] 谢鸿飞,赵晓飞. 服务业顾客维持策略影响顾客忠诚的作用机制研究——一个基于信任、价值与满意的分析模型[J]. 管理评论, 2010,22(11):63-73
[52] 王兴标,谷斌. 基于信任的移动社交电子商务购买意愿影响因素[J]. 中国流通经济, 2020,34(4):21-31
[53] 唐泽威,范哲,朱庆华. 公益众筹平台用户体验影响因素研究[J]. 现代情报, 2020,40(11):54-64
[54] 康庄,杨秀苔,余元全. 服务业消费者参与、信任与满意关系研究[J]. 中南财经政法大学学报, 2009,(1):135-140
[55] 杨文君,潘勇,陈家伍. 共享情境下服务提供商信任对重复使用的影响研究——技术信任的调节作用[J]. 预测, 2020,39(6):54-61
[56] 陈瀛,徐敏霞,汪新建. 信任的认知神经网络模型[J]. 心理科学进展, 2020,28(5):800-809
[57] Cermak D., File K. M., Prince R. A. A Benefit Segmentation of the Major Donor Market[J]. Journal of Business Research, 1994,29(2):121-130
[58] Bitner M. J., Faranda W. T., Hubbert A. R., et al. Customer Contributions and Roles in Service Delivery[J]. International Journal of Service Industry Management, 1997,8(3):193-205
[59] Kumar R., Sachan A., Mukherjee A. Qualitative Approach to Determine User Experience of E-Government Services[J]. Computers in Human Behavior, 2017,71(6):299-306
[60] Collier J. E., Breazeale M., White A. Giving Back the "Self" in Self Service:Customer Preferences in Self-Service Failure Recovery[J]. Journal of Services Marketing, 2017,31(6):604-617
[61] 马双,谷慧敏,杨志勇. 新服务开发中顾客参与价值共创带来的协调复杂性:服务氛围及顾客不公平性的调节效应[J]. 管理评论, 2019,31(9):124-134
[62] 张计划. 顾客视角下的服务氛围对服务品牌体验的影响研究[J]. 暨南学报(哲学社会科学版), 2016,38(4):33-41
[63] Jones M. A., Mothersbaugh D. L., Beatty S. E. Why Customers Stay:Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes[J]. Journal of Business Research, 2002,3(1):441-450
[64] Bendapudi N., Leone R. P. Psychological Implications of Customer Participation in Co-Production[J]. Journal of Marketing, 2003,67(1):14-28
[65] Bloemer J., Ruyter K. D. Customer Loyalty in High and Low Involvement Service Settings:The Moderating Impact of Positive Emotions[J]. Journal of Marketing Management, 1999,15(4):315-330
[66] 张跃先,马钦海,张晓飞. 欣喜了为何仍不忠诚?参与情境和转化成本的调节作用[J]. 东北大学学报(自然科学版), 2013,34(12):1796-1800
[67] 刘凤军,孟陆,杨强,等. 责任归因视角下事前补救类型与顾客参与程度相匹配对服务补救绩效的影响[J]. 南开管理评论, 2019,22(2):197-210
[68] Roggeveen A. L., Tsiros M., Grewal D. Understanding the Co-Creation Effect:When Does Collaborating with Customers Provide a Lift to Service Recovery?[J]. Journal of the Academy of Marketing Science, 2012,40(6):771-790
[69] 王永贵,李霞. 旅游本土化研究的探索——现状、困境与展望[J]. 旅游学刊, 2019,34(10):1-4
[70] Moore R., Moore M. L., Capella M. The Impact of Customer-to-Customer Interactions in a High Personal Contact Service Setting[J]. Journal of Service Marketing, 2005,19(7):482-491
[71] Zhang J., Beatty S. E., Mothersbaugh D. A Cit Investigation of Other Customers' Influence in Services[J]. Journal of Services Marketing, 2010,24(5):389-399
[72] 刘汝萍,曹忠鹏,范广伟,等. 其他顾客不当行为引发服务失败的补救效果研究[J]. 预测, 2014,(2):20-25
[73] 白建磊,张梦霞. 服务场所中顾客不当行为对同属顾客服务感知的影响[J]. 财经问题研究, 2018,(6):107-113
[74] 刘亚冰,俞洪良,毛义华. 商品住宅购买决策涉入对购买意愿的影响:顾客参与和顾客感知价值的链式中介作用[J]. 浙江大学学报(理学版), 2019,46(5):631-640
[75] Ennew C. T., Binks M. R. Impact of Participative Service Relationships on Quality, Satisfaction and Retention:An Exploratory Study[J]. Journal of Business Research, 1999,46(2):121-132
[76] Chaudhuri A., Holbrook M. B. Product-Class Effects on Brand Commitment and Brand Outcomes:The Role of Brand Trust and Brand Affect[J]. Journal of Brand Management, 2002,10(1):33-58
[77] Mcallister D. J. Affect and Cognitive-Based Trust as Foundations for Interpersonal Cooperation in Organizations[J]. Academy of Management Journal, 1995,38(1):24-59
[78] Burton J. P., Taylor S. G., Barber L. K. Understanding Internal, External, and Relational Attributions for Abusive Supervision[J]. Journal of Organizational Behavior, 2014,35(6):871-891
[79] Watson D., Clark L. A., Tellegen A. Development and Validation of Brief Measures of Positive and Negative Affect:The PANAS Scales[J]. Journal of Personality and Social Psychology, 1988,54(6):1063-1070
[80] 王海忠,闫怡. 顾客参与新产品构思对消费者自我——品牌联结的正面溢出效应:心理模拟的中介作用[J]. 南开管理评论, 2018,21(1):132-145
[81] 周晔,齐永智. 实体零售中顾客不文明行为对销售人员绩效的倒U型影响[J]. 中国流通经济, 2020,34(8):91-100
[82] Xu Y., Marshall R., Edvardsson B., et al. Show You Care:Initiating Co-Creation in Service Recovery[J]. Journal of Service Management, 2014,25(3):369-387
[83] 范秀成,杜琰琰. 顾客参与是一把"双刃剑"——顾客参与影响价值创造的研究述评[J]. 管理评论, 2012,24(12):64-71