会展志愿者角色特征对服务绩效的影响——基于非功利性服务动机调节效应的研究

发布时间：2018-02-28 03:37

本文关键词： 会展志愿者角色模糊角色冲突服务绩效非功利性动机　出处：《商业研究》2017年08期 　论文类型：期刊论文

【摘要】：会展活动大量使用志愿者服务,志愿者的非正式性决定其角色特征既不同于一般的正式员工,又对志愿者的服务绩效产生影响。本文从角色模糊与角色冲突视角分析角色特征对志愿者服务绩效的影响,并探索学习意愿和价值观对志愿者角色特征与服务绩效关系的调节效应。实证研究表明:角色的模糊性显著地损害了会展志愿者的服务绩效,而明确的非功利性动机可以缓解角色模糊的负面效应;与角色模糊相比,角色的冲突性对会展志愿者服务绩效的影响作用不突出,非功利性动机的明确程度对角色冲突与服务绩效关系的调节效应没有通过显著性检验。由此说明科学地设置岗位、清晰地界定工作边界是塑造志愿者服务氛围、提升服务绩效的主要路径,适当安排复合型工作不仅可以实现人力资源的充分利用,还可以满足志愿者的非功利性目的;会展组织者要强化志愿者的非功利性动机,以实现志愿者服务目标的"内化",从而降低角色模糊对志愿者服务绩效的负面影响。
[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.
【作者单位】：南开大学旅游与服务学院;
【基金】：南开大学亚洲研究中心项目,项目编号:AS1503
【分类号】：D632.9;F713.83

【相似文献】