本文關(guān)鍵詞： 會展志愿者 角色模糊 角色沖突 服務(wù)績效 非功利性動機(jī)　出處：《商業(yè)研究》2017年08期 　論文類型：期刊論文

【摘要】：會展活動大量使用志愿者服務(wù),志愿者的非正式性決定其角色特征既不同于一般的正式員工,又對志愿者的服務(wù)績效產(chǎn)生影響。本文從角色模糊與角色沖突視角分析角色特征對志愿者服務(wù)績效的影響,并探索學(xué)習(xí)意愿和價(jià)值觀對志愿者角色特征與服務(wù)績效關(guān)系的調(diào)節(jié)效應(yīng)。實(shí)證研究表明:角色的模糊性顯著地?fù)p害了會展志愿者的服務(wù)績效,而明確的非功利性動機(jī)可以緩解角色模糊的負(fù)面效應(yīng);與角色模糊相比,角色的沖突性對會展志愿者服務(wù)績效的影響作用不突出,非功利性動機(jī)的明確程度對角色沖突與服務(wù)績效關(guān)系的調(diào)節(jié)效應(yīng)沒有通過顯著性檢驗(yàn)。由此說明科學(xué)地設(shè)置崗位、清晰地界定工作邊界是塑造志愿者服務(wù)氛圍、提升服務(wù)績效的主要路徑,適當(dāng)安排復(fù)合型工作不僅可以實(shí)現(xiàn)人力資源的充分利用,還可以滿足志愿者的非功利性目的;會展組織者要強(qiáng)化志愿者的非功利性動機(jī),以實(shí)現(xiàn)志愿者服務(wù)目標(biāo)的"內(nèi)化",從而降低角色模糊對志愿者服務(wù)績效的負(fù)面影響。
[Abstract]:Volunteer service is widely used in convention and exhibition activities. The informal nature of volunteers determines that their role characteristics are different from those of regular employees. This paper analyzes the impact of role characteristics on volunteer service performance from the perspective of role ambiguity and role conflict. The empirical study shows that the fuzziness of the role significantly damages the service performance of the volunteers. The explicit non-utilitarian motivation can alleviate the negative effect of role ambiguity. Compared with role ambiguity, role conflict does not play an important role in the performance of conference and exhibition volunteers. The regulation effect of the non-utilitarian motivation on the relationship between role conflict and service performance has not passed the significant test, which shows that setting up the post scientifically and clearly defining the working boundary is to shape the volunteer service atmosphere. The main way to improve service performance, proper arrangement of composite work can not only achieve the full use of human resources, but also can meet the non-utilitarian purpose of volunteers. In order to achieve the goal of volunteer service "internalization", so as to reduce the negative impact of role ambiguity on volunteer service performance.
【作者單位】： 南開大學(xué)旅游與服務(wù)學(xué)院;
【基金】：南開大學(xué)亞洲研究中心項(xiàng)目,項(xiàng)目編號:AS1503
【分類號】：D632.9;F713.83

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1 朱奕;曹維新：讓社區(qū)志愿者隊(duì)伍“蓬勃發(fā)展”[N];人民政協(xié)報(bào);2006年

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