顧客參與對服務人員工作產出影響之研究

The Effect of Customer Participation on Service Providers' Job Outcomes

鄭瑞昌(Jui-Chang Cheng) ； 顏昌華(Chang-Hua Yen) ； 李芸婷(Yun-Ting Lee)

《國立臺中技術學院學報》 14期 (2010/01) Pp. 43-58

https://doi.org/10.29427/JNTIT.201001_14.0004

摘要

過去許多學者認為顧客是企業的部份員工，並強調顧客參與的重要性。而對於第一線的服務人員來說，如何提供良好服務品質取決於服務人員和顧客之互動，故服務導向業者逐漸重視如何改善服務人員的工作產出。然而，過去研究大多是從顧客和組織之觀點出發，較少研究從員工觀點探討顧客參與之影響。因此，本研究目的在探討顧客參與對於服務人員的工作產出之影響，以餐飲業、銀行業與美髮美容業之第一線服務人員為研究對象。研究結果發現，顧客參與對服務人員工作績效、工作滿意度及組織承諾皆具有顯著之正向影響。最後，根據本研究結果，提出管理顧客參與之實務意涵，期能提供未來服務業管理者進行服務設計及人力資源管理實務之參考。

關鍵字

顧客參與 ； 工作績效 ； 工作滿意度 ； 組織承諾

並列摘要

Customers are viewed as partial employees just like the firm's employees, many researches proposed the importance for customer participation in service delivery systems. The quality of a firm's service is greatly dependent on those frontline service providers who interact with customers. Accordingly, managers of service-oriented firms are increasingly concerned about improving service provider job outcomes such as performance, satisfaction, and organizational commitment. However, there has been relatively little work that addresses the effect of customer participation on their service providers. Therefore, the purpose of this study is to fill these gaps by examining the relationship between customer participation and service provider job outcomes. In this study, we use foodservice industry, banking industry and hairdressing industry as the samples. The results indicate that customer participation is positively related to service provider's job performance, job satisfaction and organizational commitment. Finally, the results of this study can suggest strategic directions for service firms in terms of service design and human resource management. Implications of these findings for managing customer participation are subsequently discussed.

並列關鍵字

Customer participation ； Job performance ； Job satisfaction ； Organizational commitment