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Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective

Author

Listed:
  • Teng Teng

    (University of Science and Technology of China)

  • Shengliang Zhang

    (University of Science and Technology of China)

  • Xiaodong Li

    (Anhui Polytechnic University
    Shanghai Jiao Tong University
    Tampere University)

  • Yuan Chen

    (University of Science and Technology of China)

Abstract

This research proposes a theoretical model to explain customer compliance with employee fuzzy requests in service encounters from a self-determination theory perspective. Utilizing data collected from 382 car-hailing users in south China, the model was examined through partial least squares structural equation modeling. Results revealed that identified and integrated regulations are positively related to customer compliance. Furthermore, identified regulation is positively affected by sense of relatedness, while integrated regulation is positively influenced by perceived autonomy support, self-efficacy, and sense of relatedness. This study provides important implications for scholars and managers by establishing a self-determination mechanism.

Suggested Citation

  • Teng Teng & Shengliang Zhang & Xiaodong Li & Yuan Chen, 2020. "Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 217-240, June.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:2:d:10.1007_s11628-020-00414-9
    DOI: 10.1007/s11628-020-00414-9
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    References listed on IDEAS

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    Cited by:

    1. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
    2. Li, Xiaodong & Wang, Chuang & Hamari, Juho, 2021. "Frontline employees’ compliance with fuzzy requests: A request–appraisal–behavior perspective," Journal of Business Research, Elsevier, vol. 131(C), pages 55-68.

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