摘要
顾客参与会导致顾客满意,这是被许多学者证实的事实。然而,顾客参与是否也有利于员工工作满意呢?梳理相关文献发现,有关顾客参与与员工工作满意关系的研究并不多,而且结论也不一致。因此,文章基于角色理论视角,引入角色压力、角色导向和角色替代三个变量,系统研究了顾客参与对员工工作满意的影响。文章最后讨论了研究的理论贡献和管理贡献,并指出了未来研究的方向。
It is the fact that customer participation causes customer satisfaction,which has been verified by many authors.But does customer participation also benefit employee＇s job satisfaction？ Based on the related literature,we find that the research about the relationship between customer participation and employee＇s job satisfaction is little.Moreover,conclusions differ.By introducing three variables such as role stress,role orientation and role replacement,this paper studies the influence of customer participation on employee＇s job satisfaction based on the role theory.Finally,theoretic and managerial implications are discussed and future research direction is proposed in this paper.
出处
《商业经济与管理》
CSSCI
北大核心
2011年第5期80-88,96,共10页
Journal of Business Economics
基金
国家自然科学基金项目资助(70672069
70702019)
湖南省教育厅一般项目资助(10C0381)
关键词
顾客参与
角色压力
角色导向
角色替代
customer participation
role stress
role orientation
role replacement
