本文選題：情緒 + 親社會動機�。� 參考：《預測》2013年06期

【摘要】：近年來,服務行業(yè)的員工管理越來越關注于顧客導向型服務行為的影響因素研究。本研究采用日記調(diào)研方式對員工情緒、親社會動機及其日常顧客導向型服務行為之間的關系進行研究。來自于一家著名的連鎖酒店的58個分店的109名員工完成了基本調(diào)研以及連續(xù)10個工作日(每日兩次)的日常調(diào)研。研究結(jié)果顯示員工日常的正面情緒與員工的親社會動機均與員工每日的顧客導向型服務行為存在顯著的正向關系。此外,相比于高親社會動機的員工而言,具有低親社會動機的員工其日常的正面情緒與員工每日顧客導向型服務行為之間存在更加顯著的正向關系。上述研究結(jié)果對于幫助服務行業(yè)企業(yè)提升員工顧客導向型服務行為具有潛在的指導意義和應用價值。
[Abstract]:In recent years, the staff management of the service industry has been paying more and more attention to the influence factors of customer oriented service behavior. This study uses journal research to study the relationship between employee emotion, pro social motivation and its daily customer oriented service behavior. From a famous chain hotel, 109 members of 58 stores are employed. The work completed the basic survey and the daily survey of 10 working days (two times a day). The results show that there is a significant positive relationship between the employees' daily positive emotion and the employee's Pro social motivation and the daily customer oriented service behavior. In addition, compared to the high pro social motivational employees, they have low Pro social mobility. There is a more significant positive relationship between the daily positive emotions of the employees and the daily customer oriented service behavior of the employees. The results are of potential guidance and application value to help service industry enterprises to improve employee oriented service behavior.
【作者單位】： 西安交通大學管理學院;過程控制與效率工程教育部重點實驗室;西北工業(yè)大學管理學院;
【基金】：國家自然科學基金資助項目(71272002,70902066,71002049) 新世紀優(yōu)秀人才支持計劃資助項目(NCET-12-0439,NCET-11-0816) 西安交通大學中央高校基本科研業(yè)務費專項資金資助項目(08143053) 西北工業(yè)大學社科支持項目(No.RW201211) 陜西省青年科技新星支持計劃資助項目
【分類號】：F719;F272.92
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本文編號：2101754