The impact of staff empowerment and communication style on customer evaluations: The special case of service failure
The impact of staff empowerment and communication style on customer evaluations: The special case of service failure
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DOI：
10.1002/(sici)1520-6793(199708)14:5
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发表时间：
1997-08
影响因子：
6.7
通讯作者：
B. Sparks;G. Bradley;V. Callan
中科院分区：
文献类型：
--
作者：
B. Sparks;G. Bradley;V. Callan
有建议建议赋予前缐员工行程服务失误的能力，作为从服务失误中恢复过来的方法，并确保顾客更感满意。然而，没有实证研究调查消费者对授权策略的反应。本研究探讨了两个员工特征对客户满意度和服务质量的影响：员工被授权的程度（充分，有限，和没有），和员工的沟通风格（谨慎-非正式和个人，和低调-正式和非个人）。这些员工特征的服务失败的背景下进行了研究。受试者被出示录像服务的情况下，并要求完成满意度和服务质量的评级。结果显示，充分授权的员工产生更多的客户满意度比其他条件，但只有当服务提供商使用一个包容的沟通风格。充分授权和非授权的员工没有不同的判断时，一个欠通融的沟通风格。(C)John Wiley & Sons，Inc.
Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on customer satisfaction and service quality of two employee characteristics: the degree to which the employee is empowered (full, limited, and none), and the employee's communication style (accommodative - informal and personal, and underaccommodative-formal and impersonal). These employee characteristics are studied within the context of service failures. Subjects were shown videotaped service scenarios, and asked to complete satisfaction and service quality ratings. Results revealed that the fully empowered employee produced more customer satisfaction than the other conditions, but only when the service provider used an accommodating style of communication. Fully empowered and nonempowered employees were not judged differently when an underaccommodating style of communication was adopted. (C) 1997 John Wiley & Sons, Inc.