Understanding customers' compliance behaviour to frontline employees' fuzzy requests

摘要

Purpose Due to interactive fluctuations during service encounters, fuzzy requests frequently occur from either frontline employees or customers. While such requests from customers have been drawn wide attention, there exists a lack of research on frontline employees' fuzzy requests and possible outcomes (e.g. compliance or refusal). The purpose of this study is thus to identify the underlying mechanism and enacting variables that influence customers' compliance behaviour (i.e. positive outcome) to fuzzy requests.