When customers want to become frontline employees: an exploratory study of decision factors and motivation types

被引：4

作者：

Wang, Chen-Ya ^{[1
]}

Guchait, Priyanko ^{[2
]}

Chiang, Cheng-Hsin ^{[3
]}

Weng, Wan-Ting ^{[1
]}

机构：

[1] Natl Tsing Hua Univ, Inst Serv Sci, Coll Technol Management, 101,Sec 2 Kuang Fu Rd, Hsinchu 30013, Taiwan

[2] Univ Houston, Conrad N Hilton Coll Hotel & Restaurant Managemen, 229 CN Hilton Coll, Houston, TX 77204 USA

[3] Macau Univ Sci & Technol, Sch Business, A408,Ave Wai Long, Taipa, Macau, Peoples R China

来源：

SERVICE BUSINESS | 2017年 / 11卷 / 04期

关键词：

Recruitment; Job choice; Job motivation; Frontline employees; Hospitality industry; JOB-CHOICE; ORGANIZATIONAL CULTURE; RECRUITMENT PRACTICES; APPLICANT ATTRACTION; INTRINSIC MOTIVATION; SERVICE ENCOUNTERS; EXTRINSIC FACTORS; COWORKER SUPPORT; CORPORATE IMAGE; HUMAN-RESOURCES;

D O I：

10.1007/s11628-017-0334-9

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Labor shortages have long been an issue in the service industry. One pool of potential dedicated and skilled employees that has remained untapped is customers. This study explores the customer to frontline employee (CtFE) phenomenon: customers becoming frontline employees after consumption experience. Through one-on-one, in-depth interviews, we identify factors related to job choice and service experience influencing customers' CtFE decisions. We also develop propositions and a conceptual framework to describe CtFE choices. Finally, we categorize potential CtFEs as idealist, dream-catcher, approval-seeker, and pragmatist. Our findings suggest that CtFEs can be a critical labor source in the service sector.

引用

页码：871 / 900

页数：30

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