本文關(guān)鍵詞： 員工感知服務(wù)氛圍 服務(wù)導(dǎo)向意識 服務(wù)績效　出處：《山東大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：全球經(jīng)濟(jì)正逐漸步入服務(wù)經(jīng)濟(jì)時代,服務(wù)業(yè)已經(jīng)成為經(jīng)濟(jì)增長的重要引擎,與此同時,服務(wù)行業(yè)競爭日趨激烈,服務(wù)型企業(yè)面臨著巨大的挑戰(zhàn)。一線服務(wù)員工的行為表現(xiàn)對顧客感知服務(wù)質(zhì)量、顧客滿意乃至企業(yè)效益都影響重大,提高一線員工的服務(wù)績效對于服務(wù)型企業(yè)的重要性毋庸置疑。因此研究一線員工服務(wù)績效的影響因素以及影響機(jī)制,從員工角度發(fā)現(xiàn)提升服務(wù)績效的有效方法與措施,對于服務(wù)型企業(yè)的科學(xué)管理與發(fā)展意義重大。本研究基于一線服務(wù)員工視角,探討員工感知服務(wù)氛圍、服務(wù)導(dǎo)向意識與服務(wù)績效三者之間的關(guān)系�；谏鐣粨Q理論、互惠原則和理性行為理論,按照環(huán)境感知-個體態(tài)度-個體行為的邏輯線路,提出員工感知服務(wù)氛圍積極影響服務(wù)導(dǎo)向意識和服務(wù)績效,服務(wù)導(dǎo)向意識積極影響服務(wù)績效并且中介了員工感知服務(wù)氛圍對服務(wù)績效的影響。在文獻(xiàn)梳理的基礎(chǔ)上構(gòu)建研究模型之后,采用成熟量表編制調(diào)查問卷,收集了 492份服務(wù)業(yè)一線員工的有效問卷數(shù)據(jù),利用軟件SPSS 21.0和AMOS 21.0完成信度、效度和總體測量模型檢測,然后進(jìn)行結(jié)構(gòu)方程分析檢驗主效應(yīng)假設(shè),利用索貝爾檢驗驗證中介效應(yīng)假設(shè)。研究結(jié)果表明:員工感知服務(wù)氛圍對服務(wù)導(dǎo)向意識的營銷導(dǎo)向、情感密集和負(fù)責(zé)精神三個維度均有顯著正向影響;員工感知服務(wù)氛圍對角色內(nèi)服務(wù)績效和角色外服務(wù)績效均有積極促進(jìn)作用;員工服務(wù)導(dǎo)向意識的營銷導(dǎo)向和負(fù)責(zé)精神兩個維度均顯著正向影響角色內(nèi)和角色外服務(wù)績效,而情感密集維度僅對角色外服務(wù)績效有顯著正向影響;營銷導(dǎo)向和負(fù)責(zé)精神在員工感知服務(wù)氛圍對角色內(nèi)服務(wù)績效與角色外服務(wù)績效的影響中起中介作用,情感密集中介了員工感知服務(wù)氛圍對角色外服務(wù)績效的積極影響。本研究的創(chuàng)新與貢獻(xiàn)在于:(1)提出并實(shí)證驗證了員工感知服務(wù)氛圍對服務(wù)導(dǎo)向意識的正向影響,進(jìn)一步豐富了員工感知服務(wù)氛圍的結(jié)果變量研究和服務(wù)導(dǎo)向意識的影響因素研究。(2)基于理性行為理論,按照環(huán)境感知-個體態(tài)度-個體行為的邏輯線路,提出員工感知服務(wù)氛圍通過服務(wù)導(dǎo)向意識影響服務(wù)績效,并且得到實(shí)證驗證,拓展和豐富了員工感知服務(wù)氛圍對服務(wù)績效的影響機(jī)制研究。除了豐富了相關(guān)領(lǐng)域的理論研究,本研究同樣幫助服務(wù)型企業(yè)管理者認(rèn)識到服務(wù)氛圍和員工服務(wù)導(dǎo)向意識的重要性,管理者應(yīng)采取針對性的、科學(xué)的管理措施和方法,營造良好的服務(wù)氛圍,讓員工感受到組織對服務(wù)工作的重視,提高員工服務(wù)導(dǎo)向意識,進(jìn)而提升服務(wù)績效,有效改進(jìn)服務(wù)業(yè)的發(fā)展。
[Abstract]:The global economy is gradually stepping into the era of service economy. The service industry has become an important engine of economic growth. At the same time, the competition in the service industry is becoming increasingly fierce. Service-oriented enterprises are faced with great challenges. The behavior of front-line service employees has a significant impact on customer perceived service quality, customer satisfaction and even enterprise efficiency. There is no doubt about the importance of improving the service performance of front-line employees for service-oriented enterprises. Therefore, this paper studies the influencing factors and influencing mechanisms of front-line employees' service performance, and finds out the effective methods and measures to improve service performance from the perspective of employees. This study is of great significance to the scientific management and development of service-oriented enterprises. Based on the perspective of front-line service staff, this study explores the relationship among the perceived service atmosphere, service-oriented awareness and service performance. On the basis of the principle of reciprocity and the theory of rational behavior, according to the logical line of environmental perception, individual attitude and individual behavior, the paper puts forward that the perceived service atmosphere of employees positively affects the service orientation consciousness and service performance. Service orientation consciousness positively affects service performance and mediates the effect of perceived service atmosphere on service performance. After the research model is constructed on the basis of literature combing, mature scale is used to compile the questionnaire. The valid questionnaire data of 492 first-line employees in the service industry were collected. The reliability, validity and overall measurement model were tested by software SPSS 21.0 and AMOS 21.0, and then the main effect hypothesis was tested by structural equation analysis. Using Sobel test to verify the hypothesis of intermediary effect. The results show that the employee perceived service atmosphere has a significant positive impact on the marketing orientation, emotional intensity and responsible spirit of service-oriented consciousness. The perceived service atmosphere has a positive effect on both intra-role service performance and out-of-role service performance, and the marketing orientation and responsible spirit of employee service-oriented consciousness have a significant positive impact on in-role and out-of-role service performance. The affective intensive dimension only has a significant positive impact on the performance of out-of-role service. Marketing orientation and responsible spirit play an intermediary role in the impact of perceived service atmosphere on the intra-role service performance and out-of-role service performance. In this study, the innovation and contribution of this study lies in: 1) the positive impact of perceived service atmosphere on service orientation awareness. It further enriches the result variable research of employee perception service atmosphere and the research of influencing factors of service orientation consciousness. (2) based on rational behavior theory, according to the logical circuit of environment perception, individual attitude and individual behavior, It is proposed that the employee perceived service climate affects service performance through service-oriented consciousness, and is verified by empirical evidence, which expands and enriches the research on the mechanism of employee perceived service atmosphere influencing service performance, in addition to enriching the theoretical research in related fields. This research also helps service enterprise managers to realize the importance of service atmosphere and service oriented consciousness. Managers should adopt targeted and scientific management measures and methods to create a good service atmosphere. Let employees feel the importance of service work, improve employee service oriented consciousness, and then improve service performance, effectively improve the development of the service industry.
【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F272.92

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 鄭彩云;田雪;;顧客參與和服務(wù)創(chuàng)新績效影響關(guān)系研究綜述[J];中國儲運(yùn);2017年02期

2 劉U，

本文編號：1508290