题名

機械式及有機式補救機制對補救績效之影響：以線上購物業者為例

并列篇名

The Influences of Mechanistic and Organic Recovery Approach on Recovery Performance: An Empirical Validation of Online Retailer

DOI

10.6188/JEB.2014.16(3).02

作者

李家瑩(Chia-Ying Li)；李國瑋(Kuo-Wei Lee)；吳綾娟(Ling-Chuan Wu)

关键词

機械式服務補救機制 ； 有機式服務補救機制 ； 補救效能 ； 補救問責 ； 補救績效 ； Mechanistic service recovery mechanisms ； Organic service recovery mechanisms ； Recovery efficiency ； Recovery accountability ； Recovery performance

期刊名称

電子商務學報

卷期/出版年月

16卷3期（2014 / 09 / 01）

页次

277 - 307

内容语文

繁體中文
中文摘要

隨著電子商務交易的日益頻繁，網路購物失誤情況也與日俱增，服務失誤可能導致消費者的負面觀感，而服務補救可視為扭轉頹勢的機會。本研究延伸Homburg and Fürst（2005）的研究，以企業角度探討機械式服務補救機制對補救效能的影響，且將有機式服務補救機制視作為干擾變數納入考量。此外，本研究亦探討第一線員工執行服務補救時之補救效能與補救問責，對於補救績效之影響。研究結果顯示：機械式服務補救機制中的程序準則及補償準則對補救效能有顯著的影響，由於行為準則意謂著第一線員工必須額外付出更多情緒勞務，因此第一線服務人員並無法單靠著行為準則就達到補救效能，故需要搭配有機式服務補救機制中的獎勵制度以及培訓制度才能有效的提升補救效能。此外，補救效能及補救問責皆對補救績效有顯著的影響。
英文摘要

The prevalence of online transactions increases the occurrences of service failure during online shopping. Service recovery failure is a driving factor in customers choosing to switch service providers. Service recovery can be regarded as a chance for firms to compensate and rebuild the relationship with the customers. This study applies Homburg and Fürst's (2005) research by focusing on the service recovery mechanism at firm level. This study investigates the influence of mechanistic service recovery mechanism on service recovery efficacy. This study also investigates the moderating roles of organic service recovery mechanism on the relationship between mechanistic service recovery mechanism and service recovery self-efficacy. This study also explores the impacts of the frontline employees' service recovery efficacy and service recovery accountability on service recovery performance. The results indicate that the process guideline and the outcome guideline of mechanistic service recovery mechanisms significantly impact employees' service recovery efficacy. Besides, organic service recovery mechanism moderates the relationship between behavioral guidelines of mechanistic service recovery mechanism and employees' service recovery efficacy. Finally, this study confirms the interrelationship among service recovery efficacy, recovery accountability and recovery performance.
主题分类 人文學 > 人文學綜合
基礎與應用科學 > 資訊科學
基礎與應用科學 > 統計
社會科學 > 社會科學綜合
参考文献
  1. (1999).Statistical Strategies for Small Sample Research.
  2. Ahmad, S.(2002).Service failures and customer defection: A closer look at online shopping experiences.Managing Service Quality,12(1),19-29.
  3. Aiken, L. S.,West, S. G.(1991).Multiple Regression: Testing and Interpreting Interactions.Beverly Hills, CA:Sage.
  4. Al-Eisa, A. S.,Furayyan, M. A.,Alhemoud, A. M.(2009).An empirical examination of the effects of self-efficacy, supervisor support and motivation to learn on transfer intention.Management Decision,47(8),1221-1244.
  5. Andreassen, T. W.(2000).Antecedents to satisfaction with service recovery.European Journal of Marketing,34(1/2),156-175.
  6. Ashill, N. J.,Carruthers, J.,Krisjanous, J.(2005).Antecedents and outcomes of service recovery performance in a public health-care environment.The Journal of Services Marketing,19(5),293-308.
  7. Ashill, N. J.,Rod, M.,Carruthers, J.(2008).The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context.Journal of Strategic Marketing,16(5),437-462.
  8. Aurier, P.,Siadou-Martin, B.(2007).Perceived justice and consumption experience evaluations: A qualitative and experimental investigation.International Journal of Service Industry Management,18(5),450-471.
  9. Ayupp, K.,Kong, W.(2010).The impact of task and outcome interdependence and selfefficacy on employees' work motivation: an analysis of the Malaysian retail industry.Asia Pacific Business Review,16(1/2),123-142.
  10. Babakus, E.,Yavas, U.,Karatepe, O. M.,Avci, T.(2003).The effect of management commitment to service quality on employees' affective and performance outcomes.Journal of the Academy of Marketing Science,31(3),272-286.
  11. Bandura, A.(1981).In search of pure unidirectional determinants.Behavior Therapy,12(1),30-40.
  12. Bandura, A.(1986).Social foundation of thought and action: Social theory.Englewood Cliffs, NJ:Prentice Hall.
  13. Bandura, A.(1977).Self-efficacy: Toward a unifying theory of behavioral change.Psychological Review,84(2),191-215.
  14. Bandura, A.(1997).Self efficacy-the exercise of control.New York:H. W. Freeman.
  15. Bitner M. J.,Fisk R. P.,Brown S.W.(1993).Tracking the Evolution of the Services Marketing Literature.Journal of Retailing,69(1),61-103.
  16. Bitner, M. J.,Booms, B. H.,Tetreault, M. S.(1990).The service encounter: diagnosing favorable and unfavorable incidents.Journal of Marketing,54(1),71-84.
  17. Bitner, M. J.,Brown, S. W.,Meuter, M. L.(2000).Technology infusion in service encounters.Academy of Marketing Science,28(1),138-149.
  18. Boshoff, C.,Allen, J.(2000).The influence of selected antecedent on frontline staff's perceptions of service performance.International Journal of Service Industry Management,11(1),63-90.
  19. Bowling, N. A.,Wang, Q.,Tang, H. Y.,Kennedy, K. D.(2010).A comparison of general and work-specific measures of core self-evaluations.Journal of Vocational Behavior,76(3),559-566.
  20. Chen, C. C.,Greene, P. G.,Crick, A.(1998).Does entrepreneurial self-efficacy distinguish entrepreneurs from managers?.Journal of Business Venturing,13(4),295-316.
  21. Chen, S.,Quester, P.(2007).Implementation and outcomes of customer value: Adyadic perspective.The Service Industries Journal,27(6),779-794.
  22. Chong, E.,Ma, X.(2010).The influence of individual factors, supervision and work environment on creative self-efficacy.Creativity and Innovation Management,19(3),233-247.
  23. Colgate, M. R.,Danaher, P. J.(2000).Implementing a customer relationship strategy: the asymmetric impact of poor versus excellent execution.Journal of the Academy of Marketing Science,28(3),375-387.
  24. Dagger, T. S.,David, M. E.(2012).Uncovering the real effect of switching costs on the satisfaction-loyalty association.European Journal of Marketing,46(3/4),447-468.
  25. Davidow, M.(2003).Organizational responses to customer complaints: What works and what doesn't.Journal of Service Research,5(3),225-250.
  26. Downey, J.,Zeltmann, S.(2009).The roleof competence level in the self-efficacyskills relationship: an empirical examination of the skill acquisition process and its implications for information technology training.International Journal of Training and Development,13(2),96-110.
  27. Ferris, G. R.(Ed.),Martocchio, J. J.(Ed.)(2002).Research in personnel and human resources management.Oxford, England:JAI Press/Elsevier Science.
  28. Fey, C. F.,Björkman, I.,Pavlovskaya, A.(2000).The effect of human resource management practices on firm performance in Russia.International Journal of Human Resource Management,11(1),1-18.
  29. Flint, D. J.,Woodruff, R. B.,Gardial, S. F.(1997).Customer value change in industrial marketing relationships: A call for new strategies and research.Industrial Marketing Management,26(2),163-175.
  30. Florin, J.,Karri, R.,Rossiter, N.(2007).Fostering entrepreneurial drive in business education: An attitudinal approach.Journal of Management Education,31(1),17-42.
  31. Forbes, L. P.(2008).When something goes wrong and no one is around: non-internet selfservice technology failure and recovery.The Journal of Services Marketing,22(4),316-327.
  32. Forbes, L. P.,Kelley, S.W.,Hoffman, K. D.(2005).Typologies of e-commerce retail failures and recovery strategies.The Journal of Services Marketing,19(5),280-292.
  33. Fornell, C.,Larcker, D. F.(1981).Evaluating structural equation models with54 unobservable variables and measurement error.Journal of Marketing Research,18(1),39-51.
  34. Frink, D. D.,Ferris, G. R.(1999).The moderating effects of accountability on theconscientiousness-performance relationship.Journal of Business and Psychology,13(4),515-524.
  35. Frink, D. D.,Klimoski, R. J.(2004).Advancing accountability theory and practice: Introduction to the human resource management review special edition.Human Resource Management Review,14(1),1-17.
  36. Fuentes-Blasco, M.,Saurab, I. G.,Berenguer-Contrí, G.,Moliner-Velázquez, B.(2010).Measuring the antecedents of e-loyalty and the effect of switching costs on website.The Service Industries Journal,30(11),1837-1852.
  37. Gilad, Y.,Segre, D.,Skorecki, K.,Nachman, M.W.,Lancet, D.,Sharon, D.(2000).Dichotomy of single-nucleotide polymorphism haplotypes in olfactory receptor genes and pseudogenes.Nature Genetics,26(2),221-224.
  38. Gist, M. E.,Mitchell, T. R.(1992).Self-efficacy: A theoretical analysis of its determinants and malleability.Academy of Management Review,17(2),183-211.
  39. Gonzalez, G.,Hoffman, K.,Ingram ,T.,LaForge, R.(2010).Sales organization recovery management and relationship selling: A conceptual model and empirical test.The Journal of Personal Selling and Sales Management,30(3),223-238.
  40. Hair J. F., Jr.,Black, W. C.,Babin, B. J.,Anderson, R. E.,Tatham R. L.(2006).Multivariate Data Analysis.New Jersey:Prentice-Hall.
  41. Hall, A. T.,Royle, M. T.,Brymer, R. A.,Perrewe, P. L.,Ferris, G. R.,Hochwarter, W. A.(2006).Relationships between felt accountability as a stressor and strain Reactions: The neutralizing role of autonomy across two studies.Journal of Occupational Health Psychology,11(1),87-99.
  42. Hall, A.,Zinko, R.,Perryman, A.,Ferris, G.(2009).Organizational citizenship behavior and reputation: Mediators in the relationships between accountability and job performance and satisfaction.Journal of Leadership and Organizational Studies,15(4),381-392.
  43. Harris, K. E.,Grewal, D.,Mohr, L. A.,Bernhardt, K. L.(2006).Consumer responses to service recovery strategies: The moderating role of online versus offline environment.Journal of Business Research,29(4),425-431.
  44. Harris, K.,Kacmar, K. M.(2005).Easing the strain: the buyer role of supervisors in the perception of politics-strain relationship.Journal of Occupational and Organizational Psychology,78,337-354.
  45. Hart, C. W. L.,Heskett, J. L.,Sasser, W. E., Jr.(1990).The profitable art of service recovery.Harvard Business Review,68(4),148-156.
  46. Hess, R. L.,Ganesan, S.,Klein, N. M.(2003).Service failure and recovery: The impact of relationship factors on customer satisfaction.Journal of the Academy of Marketing Science,31(2),127-145.
  47. Hochwarter, W. A.,Ferris, G. R.,Gavin, M. B.,Perrewé, P. L.,Hall, A. T.,Frink, D. D.(2007).Political skill as neutralizer of felt accountability-job tension effects on job performance ratings: A longitudinal investigation.Organizational Behavior and Human Decision Processes,102(2),226-239.
  48. Hochwarter, W. A.,Kacmar, C. J.,Ferris, G. R.(2003).Accountability at work: An examination of antecedents and consequences.the annual meeting of the Society of Industrial and Organizational Psychology
  49. Hoffman, K. D.,Kelley, S. W.(2000).Perceived justice needs and recovery evaluation: A contingency approach.European Journal of Marketing,34(3/4),418-433.
  50. Hoffman, K. D.,Kelley, S. W.,Chung, B. C.(2003).A CIT investigation of servicescape failures and associated recovery strategies.Journal of Services Marketing,17(4),322-340.
  51. Holloway, B. B.,Beatty, S. E.(2008).Satisfiers and dissatisfiers in the online environment: A Critical Incident Assessment.Journal of Service Research,10(4),347-364.
  52. Holloway, B. B.,Beatty, S. E.(2003).Service failure in online retailing: A recovery opportunity.Journal of Service Research,6(1),92-105.
  53. Homburg, C.,Fürst, A.(2005).How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic Approach.Journal of Marketing,69(3),95-114.
  54. Jen, W.,Tu, R.,Lu, T.(2011).Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers.Transportation,38(2),321-342.
  55. Johnston, R.,Michel, S.(2008).Three outcomes of service recovery.International Journal of Operations and Production Management,28(1),79-99.
  56. Judge, T. A.,Jackson, C. L.,Shaw, J. C.,Scott, B. A.,Rich, B. L.(2007).Self-efficacy and work-related performance: The integral role of individualdifferences.Journal of Applied Psychology,92(1),107-127.
  57. Keaveney, S. M.(1995).Customer switching behavior in services industries: An exploratory study.Journal of Marketing,59(2),71-82.
  58. Kelley, S. W.,Hoffman, K. D.,Davis, M.(1993).A typology of retail failures andrecoveries.Journal of Retailing,69(4),429-452.
  59. Kickul, J.,Wilson, F.,Marlino, D.,Barbosa, S. D.(2008).Are misalignments of perceptions and self-efficacy causing gender gaps in entrepreneurial intentions among our nation's teens?.Journal of Small Business and EnterpriseDevelopment,15(2),321-335.
  60. Kumar, R.,Uzkurt, C.(2011).Investigating the effects of self-efficacy on innovativeness and the moderating impact of cultural dimensions.Journal of International Business and Cultural Studies,4,1-15.
  61. Kuo, Y. F.,Hu, T. L.,Yang, S. C.(2013).Effects of inertia and satisfaction in female online shoppers on repeat-purchase intention: The moderating roles of word-of-mouth and alternative attraction.Managing Service Quality,23(3),168-187.
  62. Kuo, Y. F.,Yen, S. T.,Chen, L. H.(2011).Online auction service failures in Taiwan: Typologies and recovery strategies.Electronic Commerce Research and Applications,10(2),183-193.
  63. Laird, M.,Perryman, A.,Hochwarter, W. A.,Ferris, G. R.,Zinko, R.(2009).The moderating effects of personal reputation on accountability-strain relationships.Journal of Occupational Health Psychology,14(1),70-83.
  64. Levesque, T. J.,McDougall, G. H. G.(2000).Service problems and recovery strategies: An experiment.Canadian Journal of Administrative Science,17(1),20-37.
  65. Levine, J. L.,Hawkins, J. H.,Dykstra, M. J.,Noga, E. J.,Moye, D. W.,Cone, R. S.(1990).Species distribution of ulcerative lesions on finfish in the Tar-Pamlico River estuary, North Carolina.Diseases of Aquatic Organisms,8,1-5.
  66. Lewis, B. R.,Spyrakopoulos, S.(2001).Service failures and recovery in retail banking: the customers' perspective.The International Journal of Bank Marketing,19(1),37-48.
  67. Lin, W.(2010).Service recovery expectation model-from the perspectives of consumers.The Service Industries Journal,30(6),873-889.
  68. Locke, E. A.,Frederick, E.,Lee, C.,Bobko, P.(1984).The effect of self-efficacy, goals, and task strategies on task performance.Journal of Applied Psychology,69(2),241-251.
  69. Locke, K. D.,Sadler, P.(2007).Self-efficacy, values, and complementarity indyadic interactions: Integrating interpersonal and social-cognitive theory.Personality and Social Psychology Bulletin,33(1),94-109.
  70. Loonam, M.,O'Loughlin, D.(2008).Exploring e-service quality: A study of Irish online banking.Marketing Intelligence and Planning,26(7),759-780.
  71. Mattila, M. L.,Jussila, K.,Kuusikko, S.,Kielinen, M.(2009).When does the Autism Spectrum Screening Questionnaire (ASSQ) predict autism spectrum disorders in primary school-aged children?.European Child and Adolescent Psychiatry,18(8),499-509.
  72. Maxham, J. G., III(2001).Service recovery's influence on consumer satisfaction, positive word-of-mouth and purchase intentions.Journal of Business Research,54(1),11-24.
  73. McCollough, M. A.,Berry, L. L.,Yadav, M. S.(2000).An empirical investigation of customer satisfaction after service failure and recovery.Journal of Service Research,3(2),121-137.
  74. Meuter, M. L.,Ostrom, A. L.,Roundtree, R. I.,Bitner, M. J.(2000).Self-service technologies: Understanding customer satisfaction with customer satisfaction with technology-based service encounters.Journal of Marketing,64(3),50-64.
  75. Michel, S.,Bowen, D.,Johnston, R.(2009).Why service recovery fails: Tensions among customer, employee, and process perspectives.Journal of Service Management,20(3),253-272.
  76. Peccei, R.,Rosenthal, P.(2001).Delivering customer-oriented behaviorthrough empowerment: An empirical test of HRM assumptions.Journal of Management Studies,38(6),831-857.
  77. Perrewé, P. L.,Zellars, K. L.,Ferris, G. R.,Ross, A. M.,Ralston, D. A.(2004).Neutralizing job stressors: Political skill as an antidote to the dysfunctional consequences of role conflict stressors.Academy of Management Journal,47(1),141-152.
  78. Robinson, L.,Neeley, S. E.,Williamson, K.(2011).Implementing service recovery through customer relationship management: Identifying the antecedents.The Journal of Services Marketing,25(2),90-100.
  79. Royle, M. T.,Hall, A. T.,Hochwarter, W. A.,Perrewé, P. L.,Ferris, G. R.(2005).The interactive effects of accountability and job self-efficacy on organizational citizenship behavior and political behavior.Organizational Analysis,13(1),53-71.
  80. Schoell, W. F.,Guiltinan, J. P.(1995).Marketing: Contemporary concepts and practices.Englewood Cliffs, NJ:Prentice Hall.
  81. Schriesheim, C. A.(Ed.),Neider, L.(Ed.)(2003).New directions in human resource management.Greenwich, CT:Information Age Publishing.
  82. Smith, A. K.,Bolton, R. N.,Wagner, J.(1999).A model of customer satisfaction with service encounters involving failure and recover.Journal of Marketing Research,36(3),356-372.
  83. Smith, J. S.,Fox, G. L.,Ramirez, E.(2010).An integrated perspective of service recovery: A sociotechnical systems approach.Journal of Service Research,13(4),439-452.
  84. Sousa, R.,Voss, C.A.(2009).The effects of service failures and recovery on customer loyalty in e-services.International Journal of Operations and Production Management,29(8),834-864.
  85. Starling, G.(1986).Managing the Public Sector.Chicago:Dorsey Press.
  86. Switzer, K. C.,Nagy, M. S.,Mullins, M. E.(2005).The influence of trainingreputation, managerial support, and self-efficacy on pre-training motivation and perceived training transfer.Applied Human Resource Management Research,10(1),21-34.
  87. Tax, S. S.,Brown, S. W.(1998).Recovering and learning from service failure.Sloan Management Review,40(1),75-88.
  88. Tierney, P.,Farmer, S. M.(2011).Creative self-efficacy development and creative performance over time.Journal of Applied Psychology,96(2),277-293.
  89. Turusbekova, N.,Broekhuis, M.,Emans, B.,Molleman, E.(2007).The role of individual accountability in promoting quality management systems.Total Quality Management & Business Excellence,18(5),471-482.
  90. Wayne, J. H.,Musisca, N.,Fleeson, W.(2004).Considering therole of personality in the work-family experience: Relationshipsof the big five to work-family conflict and facilitation.Journal of Vocational Behavior,64(1),108-130.
  91. Yong, F. L.(2010).A study on the self-efficacy and expectancy for success ofpre-university students.European Journal of Social Sciences,13(4),514-523.
  92. Zhang, J.,Pantula, S. G.,Boos, D. D.(1991).Robust methods for testing the pattern of a single covariance matrix.Biometrika,78(4),787-795.
  93. Zhang, K. Z. K.,Cheung, C. M. K.,Lee, M. K. O.(2012).Online service switching behavior: The case of blog service providers.Journal of Electronic Commerce Research,13(3),184-197.
print cancel