CAJ | 학술논문

利用针对134位一线员工所做问卷调查的数据,建立了概念模型,采用偏最小二乘回归法（PLS）实证检验了一线员工的创新角色对其服务补救的影响。结果显示,一线员工的创新角色对服务补救的影响具有两面性：一方面,一线员工的创新角色不利于服务补救,因为获取消费者的信息耗时耗力;另一方面,创新角色有利于服务补救,因为获取消费者的信息能够激发一线员工的改进构想,对服务补救速度和质量产生积极影响。
이용침대134위일선원공소주문권조사적수거,건립료개념모형,채용편최소이승회귀법（PLS）실증검험료일선원공적창신각색대기복무보구적영향。결과현시,일선원공적창신각색대복무보구적영향구유량면성：일방면,일선원공적창신각색불리우복무보구,인위획취소비자적신식모시모력;령일방면,창신각색유리우복무보구,인위획취소비자적신식능구격발일선원공적개진구상,대복무보구속도화질양산생적겁영향。
This paper aims to analyze the impact of innovation role of frontline employee on service recovery.Using the survey data from 134 frontline employees,it tests empirically the conceptual model by the method of partial least square regression.The results show that the impacts of innovation role of frontline employee on service recovery have two sides.One side,innovation role is harmful to service recovery because getting customers＇ information takes time and effort;on the other side,innovation role help service recovery because getting customers＇ information could motivate frontline employees to create the ideas for improvement,which positively influences their recovery speed and quality.