联络中心服务国际标准实施机制研究OA

[Objective]This paper aims to analyze the effects of implementing international standards for contact centre services and the mechanisms through which these effects are generated within service organizations.[Methods]This study draws on organizational behavior theory and conceptualizes international service standards as voluntary instruments.This study focuses on how the institutionalization process—characterized by voluntary adoption and the internalization of behaviors within organizations—shapes management practices.Methodologically,this study adopts a framework structured around a"cognition-implementation-outcomes"chain,and incorporates both barriers and facilitators encountered during standard implementation to account for variations in implementation outcomes across organizational contexts.On this basis,a structured measurement instrument was developed and applied in a questionnaire survey and preliminary empirical analysis involving 31 contact centre-related organizations.[Results]Implementation maturity has a significant and robust positive effect on implementation outcomes and constitutes the primary determinant of perceived effectiveness.In contrast,organizational cognition and attitudes toward the standard do not directly translate into higher implementation maturity.These findings suggest that implementation outcomes are jointly shaped by the level of institutionalized implementation and by cognitive evaluation,rather than by simple cognition-driven implementation pathway.[Conclusion]The findings contribute to a more nuanced understanding of variation in standard implementation outcomes across contact-centre organizations.The results also offer insights for the design of standard promotion and implementation strategies,highlighting the importance of prioritizing institutional embedding and implementation capabilities alongside cognitive alignment.