Value Structures, Formal Structures, and Technology for Lower Participants in Service Organizations
研究服务组织中正式结构和技术如何影响一线员工的价值取向，发现任务不确定性在正式结构与员工对客户价值取向之间起中介作用。
The effects of technology and formal structures on value structure for lower level individuals in service operations is examined. Service providers (337) in direct contact with clients/customers were surveyed. The results indicate significant relationships among formal structure, task uncertainty, and employee value orientation to customers. Task uncertainty was also found to mediate the relationship between formal structure and value orientation for individuals in direct contact with clients/customers.