Impact of Customer-Oriented Behavior of Boundary Spanners on Service Recovery Satisfaction:The Moderating Role of IT Resources
Based on the sample of boundary spanners from 358 customer-side enterprises in China,the influence mechanism of customer-oriented behavior on service recovery satisfaction is explored. The findings show that customer-oriented behavior of boundary spanners has a positive effect on service remediation satisfaction;transactional psychological contract has a positive effect on service recovery satisfaction and mediates the relationship between functional customer-oriented behavior and service recovery satisfaction;relational psychological contract has a positive effect on service recovery satisfaction and mediates the relationship between relational customer-oriented behavior and service recovery satisfaction;IT resources enhance the positive effect of customer-oriented behavior on the psychological contract and strengthen the mediating role of the psychological contract. Accordingly,enterprises should pay attention to the positive role of customer-oriented behavior of boundary spanners,actively cultivate the interactive ability of employees,and encourage the boundary spanners to actively carry out reasonable measures to enhance the satisfaction of service recovery. Enterprises should also utilize their own IT resources in the process of channel communication to improve the communication efficiency between both parties and promote the improvement of the service recovery process.
国家科技期刊平台
NSTL
万方数据
