顧客參與對服務人員工作投入影響之研究

The Effect of Customer Participation on Service Providers' Job Involvement

謝安田(An-Tien Hsieh) ； 顔昌華(Chang-Hua Yen)

《中華管理學報》 5卷3期 (2004/11) Pp. 43-57

https://doi.org/10.30053/CHJM.200411.0003

摘要

顧客參與服務運送的過程，對組織和顧客都有重要的意涵，所以，許多研究都倡導顧客參與之重要性。近年來，有學者探討顧客參與對於服務人員工作投入之影響，然而，兩者之間可能並非存在直接關係，因此，本研究旨在建立顧客參與和服務人員工作反入關係 之完整模式。研究結果發現，顧客參與程度愈高，會提高服務人員之職場社會支持和工作回饋性，進而提高工作投入。最後，就顧客參與之管理實務策略加以討論。

關鍵字

顧客參與 ； 職場社會支持 ； 工作回饋性 ； 工作投入

並列摘要

Customer participation in the service delivery process has important implications for service organizations and customers. Therefore several researchers have espoused to the importance of increasing customer participation in the service production and delivery process. Recently, research has begun to address the impact of customer participation on employees' job involvement. However, the relationship between the two variables may not be directly. Therefore, the purpose of this study was to provide a casual model to explain the effect of customer participation on service providers' job involvement. The results indicate that higher customer participation will increase service providers’ work-related social support and task feedback, which will in turn increase service providers' job involvement. Finally, implications of these findings for managing customer participation are discussed.

並列關鍵字

Customer Participation ； Work-related Social Support ； Task Feedback ； Job Involvement