When Do Customer Contact Employees Satisfy Customers?
研究探讨了支持性主管、团队、其他部门和技术对员工满足客户能力的影响，发现不同变量有直接、间接或双重效应，员工能力依赖于相互支持的变量组合。
Previous service workplace research has indicated the impact of supportive supervisors, teams, other departments, and technology on employee satisfaction and organizational commitment. These variables in turn have been shown to influence customer contact employee behavior and customer satisfaction. In this article, the authors explore how these variables relate to employees’ capacity to satisfy customers. Using a structural equation modeling methodology, the authors found that in terms of direct effects on employees’ capacity to satisfy customers, some variables (e.g., other department support) were more important than others (e.g., technology). Some variables (e.g., other department support) had a direct effect on employees’ capacity to satisfy customers, some had a mediated effect (e.g., supervisor support), and some had both a direct and mediated effect (e.g., technology). The capacity of employees to satisfy customers is strongly dependent on a set of mutually supportive variables.