服務應變力前因與後果之研究

Purpose Employing the MAO framework to investigate the effects of new motivation, ability and opportunity variables on service adaptive behavior. Design/Methodology/Approach An online survey containing measurements of all variables was administered to 250 participants. Findings Organizational opportunity variable (i.e. service culture) positively influences personal motivation (i.e. personal initiative tendency and service motivation), which in turn positively influence personal ability (i.e. cognitive flexibility and perspective taking). Personal ability factors positively affect service adaptive behavior. Originality The current research provides a systematic view on the antecedents of service adaptive behavior by investigating both external (i.e. organizational opportunity) and internal (i.e. personal motivation and ability) factors simultaneously. The effects of a set of new MAO variables on service adaptive behavior were tested with supportive results for the hypotheses. The results bear implications for service firms to improve overall service quality via work environment design and personnel selection.