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How Service Providers React to and A...

Randy, Lee Xue Ren,

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How Service Providers React to and Attribute Customer Voice Behavior: A Framework of Self-Enhancement and Self-Protection Motives /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	How Service Providers React to and Attribute Customer Voice Behavior: A Framework of Self-Enhancement and Self-Protection Motives // Lee Xue Ren Randy.
作者:	Randy, Lee Xue Ren,
面頁冊數:	1 electronic resource (76 pages)
附註:	Source: Dissertations Abstracts International, Volume: 84-09, Section: A.
Contained By:	Dissertations Abstracts International84-09A.
標題:	Behavior. -
電子資源:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=30340134
ISBN:	9798374480160

How Service Providers React to and Attribute Customer Voice Behavior: A Framework of Self-Enhancement and Self-Protection Motives /
Randy, Lee Xue Ren,

How Service Providers React to and Attribute Customer Voice Behavior: A Framework of Self-Enhancement and Self-Protection Motives /Lee Xue Ren Randy. - 1 electronic resource (76 pages)

Source: Dissertations Abstracts International, Volume: 84-09, Section: A.

Customer voice behavior is often thought to be beneficial for organizations. However, its impact on service employees remains largely unknown. In this dissertation, I draw from the framework of self-enhancement and self-protection motives to develop a model that depicts the countervailing effects of customer voice behavior on service employees' work outcomes. I argue that customer voice behavior is positively related to service employee self-reflexivity and self-image concern. However, while self-reflexivity is positively associated with work performance, self-image concern is positively associated with work withdrawal. Further, I propose that a prosocial attribution to customer voice behavior will strengthen the relationship between customer voice behavior and self-reflexivity, whereas a self-serving attribution to customer voice behavior will strengthen the relationship between customer voice behavior and self-image concern. To test my hypothesized relationships, I first conducted a qualitative study where I interviewed consultants from various industries, followed by a multi-wave and multi-source field study. Finally, I discuss my results, implications, limitations, and future directions of this dissertation.

English

ISBN: 9798374480160Subjects--Topical Terms:

532476
Behavior.

How Service Providers React to and Attribute Customer Voice Behavior: A Framework of Self-Enhancement and Self-Protection Motives /
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