Customer contact employees' commitment to extra-role customer service : the effect of internal service quality perception = 客户接触的员工职责外服务的承诺 : 探究内部服务品质的影响
Customer contact employees' commitment to extra-role customer service : the effect of internal service quality perception = 客户接触的员工职责外服务的承诺 : 探究内部服务品质的影响 / Sunmee Choi, Jihyun Baek, Hayoung Kang
p. 144-158 ; 25 cm
수록자료: Journal of global scholars of marketing science : bridging Asia and the world. Korean Academy of Marketing Science. Vol.23 no.2(2013 March), p. 144-158 23:2<144 ISSN 2163-9159 저자: Sunmee Choi, School of Business, Yonsei University E-MAIL: firstname.lastname@example.org 저자: Jihyun Baek, School of Business, Yonsei University 저자: Hayoung Kang, School of Business, Yonsei University
The important role of customer contact employees in creating superior customer service quality has been well demonstrated. Accordingly, extensive research has been conducted to identify antecedents of their commitment to customer service. The effect of internal service quality has been proposed as one such factor, but has not been empirically tested. We intend to fill this gap in this study. Specifically, we examine the exclusive role of perceived internal service quality in forming employee commitment to extra-role customer service by controlling the effects of other proven antecedents such as training, empowerment, and reward. Extra-role customer service refers to employees’ discretionary behaviors extending beyond the formal role requirements. Using data collected through a survey of 245 customer contact employees at 22 full service hotels in Seoul, we first identified the dimensions of customer contact employees’ perceptions of internal service quality and then examined their effect on employee commitment to extra-role customer service. Results demonstrated the significant effect of the responsiveness dimension of the internal service quality.