Linking Employees' Extra-Role Efforts to Customer Satisfaction Presence Versus Absence of Complaints

被引：4

作者：

Martinez-Tur, Vicente ^{[1
]}

Estreder, Yolanda ^{[1
]}

Moliner, Carolina ^{[1
]}

Garcia-Buades, Esther ^{[2
]}

Ramos, Jose ^{[1
,3
]}

Peiro, Jose Ma ^{[1
,3
]}

机构：

[1] Univ Valencia, Res Inst Personnel Psychol Org Dev & Qual Working, Valencia, Spain

[2] Univ Balearic Isl, Dept Psychol, Palma De Mallorca, Spain

[3] IVIE, Valencia, Spain

来源：

SOCIAL PSYCHOLOGY | 2017年 / 48卷 / 02期

关键词：

complaints; customer satisfaction; extra-role customer service; reciprocity; compensation-seeking; SERVICE ENCOUNTER; MODEL; ORGANIZATION; ANTECEDENTS; ORIENTATION; QUALITY; CLIMATE; SELF;

D O I：

10.1027/1864-9335/a000301

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

Our main goal was to test the moderating role of customer complaints ("presence" vs. "absence") in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.

引用

页码：104 / 112

页数：9

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