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政大典藏 > College of Commerce > Graduate Institute of TIPM > Periodical Articles > Item 140.119/112114

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/112114

Title:	Factors affecting employee willingness to report customer feedback
Authors:	Hu, Hsin Yi Hu, Hsin Hui Parsa, Haragopal G. Chen, Chi Ting
Contributors:	科管智財所
Keywords:	Customer feedback, employee reports, service climate, organizational support, locus of control
Date:	2016-02
Issue Date:	2017-08-23 11:21:33 (UTC+8)
Abstract:	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.
Relation:	Service Industries Journal, 36(1/2), 21-36
Data Type:	article
DOI link:	http://dx.doi.org/10.1080/02642069.2016.1138471
DOI:	10.1080/02642069.2016.1138471
Appears in Collections:	[Graduate Institute of TIPM] Periodical Articles

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