顾客参与对员工服务质量影响研究

Research on the Impact of Customer Participation on Employee Service Quality

本文以S网络服务平台为研究对象,梳理国内外相关研究,构建顾客参与对员工服务质量影响的研究模型,通过对S平台问卷调查数据进行实证分析,得到如下结论:顾客参与通过事前准备、信息共享、人际互动三个维度对员工服务质量有着直接的显著正向影响,其中信息共享维度的影响最大,其次为人际互动维度,最后是事前准备维度,员工自我效能的提高表现在工作认知与动机、人际交往以及创新能力这三个方面,这对于平台员工的工作质量提升至关重要,并据此提出促进顾客与员工之间的有效理解与沟通,完善培训体系帮助员工提高自身效能等建议。

This paper took the S network service platform as the research object, combed the relevant research at home and abroad, and constructed the research model of the impact of customer participation on employee service quality. Through the empirical analysis of the questionnaire data of the S platform, we’ve got the following conclusions: customer participation has a direct and significant positive impact on employee service quality through three dimensions: prior preparation, information sharing and interpersonal interaction, among them, the dimension of information sharing has the greatest impact, followed by the dimension of interpersonal interaction, and finally the dimension of preparation in advance. The improvement of employees’ self-efficacy is reflected in three aspects: work cognition and motivation, interpersonal communication and innovation ability, which is very important for the work quality of platform employees. Therefore,we proposed that it is important to promote effective understanding and communication between customers and employees, improve the training system and help employees improve their self-efficacy.