顾客组织社会化对服务绩效的影响机制研究——基于顾客和员工双重视角

刘洪深1; 2; 杨  智1; 黄智慧1

顾客组织社会化对服务绩效的影响机制研究——基于顾客和员工双重视角

引用本文：刘洪深1, 2，杨智1，黄智慧1.顾客组织社会化对服务绩效的影响机制研究——基于顾客和员工双重视角[J].财经理论与实践,2021,(4):110-115

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作者	单位
刘洪深1, 2，杨智1，黄智慧1	(1. 湖南大学工商管理学院，湖南长沙 410082；2. 长沙理工大学经济与管理学院，湖南长沙 410114)

中文摘要:基于顾客与员工双重视角的服务质量理论，运用中介效应和调节效应分析方法，依据中国平安保险公司顾客、服务员工及员工主管三方面相关数据，考量顾客组织社会化对服务绩效的影响。结果显示：顾客组织社会化对服务绩效影响显著；员工服务质量在二者之间具有中介作用，并受顾客服务质量的调节。鉴此，服务企业应重视服务生产和传递中顾客的作用，加强顾客组织社会化，不断提高服务绩效。

中文关键词:顾客组织社会化顾客服务质量员工服务质量服务绩效

Research on the Influence Mechanism of Customer Organizational Socialization on Service Performance Based on the Dual Perspective of Customers and Employees

Abstract:Based on the theory of service quality from the dual perspectives of customers and employees, using the analysis methods of mediating effect and moderating effect, and based on data of customers, service employees and employee supervisors obtained from Ping An insurance company of China, this paper investigates the impact of customer organizational socialization on service performance. The results show that customer organizational socialization has a significant impact on service performance; employee service quality plays a mediating role between them; the mediating effect is moderated by customer service quality. In view of this, service enterprises should pay attention to the role of customers in service production and delivery, strengthen the customer organizational socialization, so as to continuously improve service performance.

keywords:customer organizational socialization customer service quality employee service quality service performance

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