顧客參與對服務人員服務努力影響之研究－以工作重要性為中介變數

A Study of the Relationship between Customer Participation and Service Effort-Testing the Mediating Effect of Task Significance

10.3966/199553922015090902004

李淑貞(Shu-Chen Lee)

顧客參與 ； 服務努力 ； 工作重要性 ； customer participation ； service efforts ； task significance

多國籍企業管理評論

9卷2期（2015 / 09 / 01）

177 - 195

英文

本研究以台灣地區美髮師做研究母體，衡量服務傳遞過程，顧客參與是否能提高服務人員之服務努力。釐清顧客參與、服務努力之間心理層面的影響，並實證工作重要性的中介效果。研究結果顯示，顧客參與除直接正面影響服務努力，也透過工作重要性的認知，影響服務努力。本研究闡述顧客參與影響服務人員服務努力的解釋機制。透過對管理路徑的充分瞭解，將顧客參與議題納入管理流程，提升服務努力建構未來競爭優勢。

In this study, the hair designer in Taiwan area were used as research population. In service delivery process, to measure the customer participation can improve the service's efforts or not. Further empirical clarify intermediary effect of the significance of task between customer participation and service efforts. The results show that customer participation positive influence on the efforts of service people, but also as an intermediary variables through the task significance perceiveness affecting service efforts. The results of this study will help involving the issues of customer participate into management mechanism. Through the full understanding of the management path and the issue of customer participation was involving to the process of management, improve service efforts to construct future competitive advantage.

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