دانلود رایگان مقاله لاتین سنجش شبکه خدماتی از سایت الزویر
عنوان فارسی مقاله:
سنجش سرحدی مدیران در شبکه های خدماتی
عنوان انگلیسی مقاله:
The boundary spanning of managers within service networks
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
4. Findings
This study investigates how the store manager acts as a boundary spanner in two types of relationships: (a) between the parent retail organization and the service network and (b) between the service network and the network's customers. The first relationship (parent retail organization ⬄ store manager ⬄ service network) totaled 2965 coded activities, while the second (service network ⬄ store manager ⬄ customer) totaled 1456. The results confirm that boundary-spanning activities do not relate solely to the retailer – customer relationship but also apply to the shopping center as a service network. The results reveal support for four types of representational activities (service delivery, coordination, guarding, and external communication) and two types of informational activities (outbound information collection and relay, and inbound information collection and relay). All types are present in both of the boundary-spanning relationships, with more emphasis on certain activities in different relationships (see Fig. 2). 4.1. Boundary spanning between the parent retail organization and the service network 4.1.1. Representational boundary spanning – Service delivery Store managers represent their parent organization (the retailer) to the shopping center management and to fellow tenants of the center. In the interviews they emphasize that the way a retailer treats customers in the store represents an important element of the implied contract between the retailer and shopping center because of the significant influence of such treatment on the atmosphere of the wider shopping center. As one store manager explains in his interview: “[W]e provide good customer service and those people that visit our store when they come to the centre leave with a lasting and positive impression… and that's my like commitment to the centre….” (Fashion (Men) 2 (CTR III)).
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کلمات کلیدی:
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