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Alternative TitleEmployee Customer Orientation between Service and Production Departments and Its Effects on Job Outcome
Thesis Advisor白新文
Degree Grantor中国科学院大学
Place of Conferral中国科学院心理研究所
Degree Name理学硕士
Degree Discipline应用心理学
Keyword客户导向 工作努力程度 工作绩效 服务部门 生产部门



本论文对与客户导向领域的研究主要有两方面贡献:(1)证明客户导向能帮助提升组织不同部门员工的工作努力程度和工作绩效,特别是生产部门的员工: (2)在技术服务型企业这一新情境中交叉验证了客户导向的积极效应,同时也为客户导向研究提供了新的研究方向,即研究客户导向对技术型服务企业生产部门员工的创造力和创新性的影响。此外,研究结果对企业如何实施客户导向战略也有启发。

Other Abstract

To survive and thrive in fierce competitions, more and more companies have started to carry out the customermoriented strategy. It's well.lcnown that the success of implementing such strategy depends on the commitment from all employees to adopt customer orientation, not only those working in service departments and having direct and frequent contacts with customers, but also their counterparts in production departments. Although the latter usually have limited opportunities to directly interact with customers, they do have significant impacts on the product or service quality a company provides to its customers. However, the majority of the existing literature of customer orientation has only targeted frontline employees occupying service positions. Thus, this research takes both service department and manufacturing department as research subjects and aims at exploring how different business functions influence employees' customer orientation and then the employees' behaviors and performance outcomes.

Frontline employees from both service and production departments of a large technical service company participated in the survey and reported their level of customer orientation. To avoid the common method biases, their immediate supervisors were invited to rate cash the employee's effort and job performance. Total 828 employees from 81 teams had matched self report and supervisor-rated data. Results of multilevel analysis showed that: a) compared with employees in production departments, those in service departments had stronger customer orientation, were rated by their direct supervisors as with higher level of job effort and better job performance; and b) customer orientation mediated the effects of department function on effort and job performance.

This thesis contributed to the customer orientation research in two main aspects: 1) demonstrate how customer orientation could help increase employee's effort and job performance in different departments of an organization, especially in the production department; 2) cross validate the positive effect of employee customer orientation in the technical service organization.a relatively new context. It also offers a new study direction on exploring how the customer orientation impacts the creativity and innovation of employees in the production department of technical service companies. Moreover, the findings also have practical implications for companies in implementing the customer-oriented strategy.

Document Type学位论文
Recommended Citation
GB/T 7714
李金瑕. 服务部门及生产部门员工的客户导向及其影响[D]. 中国科学院心理研究所. 中国科学院大学,2017.
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