Spotlight on customization: An analysis of necessity and sufficiency in services
研究服务员工的适应行为与客户满意度的关系，发现人际适应行为是客户满意度的必要条件，而服务提供适应行为是充分条件，对服务管理者优化服务设计有指导意义。
This study aims to advance the service management literature by further illuminating the relationships between service employees' adaptive behaviors and customer satisfaction. Using data from a survey of 349 customers of an insurance company, this study employs fuzzy-set Qualitative Comparative Analysis to examine how distinct levels of service-offering adaptive behavior and interpersonal adaptive behavior relate to customer satisfaction. The results show that interpersonal adaptive behavior is a necessary condition or, in other words, a prerequisite for high customer satisfaction. In addition, the results show that a high level of service-offering adaptive behavior is a sufficient condition or, in other words, a guarantee for high customer satisfaction. These findings improve the understanding of the explicit connections between customization approaches and satisfaction in services and help guide service managers in developing effective and efficient service designs.