| dc.contributor | 科管智財所 | |
| dc.creator (作者) | Hu, Hsin Yi | en_US |
| dc.creator (作者) | Hu, Hsin Hui | en_US |
| dc.creator (作者) | Parsa, Haragopal G. | en_US |
| dc.creator (作者) | Chen, Chi Ting | en_US |
| dc.date (日期) | 2016-02 | |
| dc.date.accessioned | 23-Aug-2017 11:21:33 (UTC+8) | - |
| dc.date.available | 23-Aug-2017 11:21:33 (UTC+8) | - |
| dc.date.issued (上傳時間) | 23-Aug-2017 11:21:33 (UTC+8) | - |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/112114 | - |
| dc.description.abstract (摘要) | Effectively capturing consumer feedback can help organizations swiftly react and improve the quality of their service processes and delivery systems. In most organizations, frontline employees are a vital source of customer feedback as they interact with customers frequently and intimately. Thus, the current paper seeks to understand the factors influencing employee willingness to report customer feedback up the organizational channels of communication. The conceptual model was tested empirically using data collected from major chain restaurants in Taiwan involving 332 frontline employees. A hierarchical regression analysis was used to test the hypothesized model. The obtained results demonstrate the impact of service climate, perceived organizational support, and internal locus of control on frontline employees’ willingness to report customer feedback. | |
| dc.format.extent | 111 bytes | - |
| dc.format.mimetype | text/html | - |
| dc.relation (關聯) | Service Industries Journal, 36(1/2), 21-36 | |
| dc.subject (關鍵詞) | Customer feedback, employee reports, service climate, organizational support, locus of control | |
| dc.title (題名) | Factors affecting employee willingness to report customer feedback | en_US |
| dc.type (資料類型) | article | |
| dc.identifier.doi (DOI) | 10.1080/02642069.2016.1138471 | |
| dc.doi.uri (DOI) | http://dx.doi.org/10.1080/02642069.2016.1138471 | |
