عنوان انگلیسی مقاله:

The role of service relationships in employees’ and customers’ emotional behavior, and customer related outcomes

ترجمه عنوان مقاله: نقش روابط خدمات در کارکنان و رفتار عاطفی مشتریان، و پیامد های مربوط به مشتری

رشته: مدیریت ارتباط با مشتری

سال انتشار: 2016

تعداد صفحات مقاله انگلیسی: 30 صفحه

منبع: Emerald

نوع فایل: pdf

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چکیده مقاله

Purpose: Firms survive by exploiting knowledge resources to maintain customer relationships more efficiently and effectively, as well as enhance their service quality. However, whether an enterprise can effectively utilize knowledge resources determines the effectiveness of knowledge management capability (KMC). Hence, the purpose of this paper is to investigate the relationship among KMC, customer relationship management (CRM), and service quality.
Design/methodology/approach: In order to explore on KMC, CRM, and service quality, the questionnaire and partial least square (PLS) techniques were used.
Findings: The results indicate that KMC has a positive influence on CRM and service quality; and further, that CRM has a positive influence on service quality. This result also reveals constructive suggestions that allow firms to strengthen their KMC and CRM, as well as enhance their service quality.
Research limitations/implications: This research applied a purposive sampling method and obtained a slightly inadequate number of respondents. Therefore, it is suggested that future research should apply a random sampling method to collect more responses and increase the generalizability of the findings.
Practical implications: This research aims to investigate KMC, CRM, and service quality, as well as establish and verify the patterns of the aforementioned relationships based on how enterprises implement their KMC and CRM to enhance service quality.
Originality/value: Although the critical factors for enhancing service quality have been identified in previous studies, few have specifically  explored KMC despite the fact that it has a dramatic impact on service quality. To fill this knowledge gap, the present study employed a  questionnaire and PLS techniques to explore the relationship among KMC, CRM, and service quality. Comprehending the essentials for enhancing service quality can provide useful management insights into developing effective strategies that allow enterprises to retain customers.
Keywords: ervice quality, Knowledge management capability, Customer relationship management

فرضیات مقاله

H1: Customer displays of positive emotions will be positively associated with employee deep acting and negatively associated with surface acting
H2: Acquaintance with the service provider will be positively associated with customer displays of positive emotions
H3: Acquaintance with the service provider will be negatively associated with employee surface acting and positively associated with employee deep acting
H4: Deep acting will be positively associated whereas surface acting will be negatively associated with customer perceived rapport
H5: Customer displays of positive emotions will be positively associated with customer perceived rapport
H6: Emotional labor strategies (i.e., deep acting and surface acting) will mediate the relationship between acquaintance with the service provider and customer perceived rapport
H7: Customer displays of positive emotions will mediate the relationship between acquaintance with the service provider and customer perceived rapport
H8: Deep acting will be positively associated whereas surface acting willbe negatively associated with customer loyalty
H9: Customer displays of positive emotions will be positively associated with customer loyalty
H10: Customer perceived rapport will mediate the relationship between emotional labor strategies (i.e., deep acting and surface acting) and loyalty
H11: Customer perceived rapport will mediate the relationship between customer displays of positive emotions and loyalty

مدل مقاله

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