How Do Service Employees Attitudes Influence Customer Perception of Service Quality?

摘要：

Little theoretical research has examined possible linkages between affective commitment, job satisfaction and customer perception of service quality. Based on self-regulation of attitude theory, this paper establishes the conceptual framework of the relationship among management commitment to service quality (MCSQ), customer orientation, affective commitment, job satisfaction, service effort and service quality of service employee. Following Person-environment fit theory, we argue that some effects of MCSQ are moderated by service employees customer orientation. MCSQ is service employees cognitive appraisal of the level of managements emphasis on service and it may influence service quality directly in service delivery process. Customers can catch the emotion of employees through emotional contagion processes. The mechanism of the influence of affective commitment and job satisfaction on customer perception of service quality is different.

关键词： affective commitment job satisfaction service quality management commitment to service quality (MCSQ) customer orientation (CO)

作者: JIANG Yong-zhong Miao Miao CHUN Wei-de

作者单位: School of Information Management,Chengdu University of Technology,Chengdu 610059 China School of Foreign languages,Chengdu University of Technology,Chengdu 610059 China

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 815-820

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）