Employees’ Willingness to Report Service Complaints
通过两项定性研究和一项定量研究，探讨一线员工在报告客户投诉时的自主判断，发现员工会权衡成本收益、客户动机等因素，且报告意愿与组织公民行为、服务氛围和授权相关。
This article presents the concept of service workers’ willingness to report service complaints (WRC) and examines frontline workers’ discretion about reporting customer complaints in two qualitative studies and a quantitative study. The qualitative studies conceptualize WRC based on a critical incident technique and interviews with service providers and reveal that service providers practice much discretion in their decision to report both informal and formal complaints, weighing cost/ benefit considerations, customer motivation and complaint justification, and numerous organizational and other factors. The quantitative study examines a preliminary WRC scale and its relationship with several correlates and shows that WRC levels are associated with measures of organizational citizenship behavior, service climate, and empowerment. The discussion examines the contribution of the findings regarding WRC to research on service recovery and improving customer satisfaction and presents managerial implications.