员工感知服务氛围、服务导向意识与服务绩效的关系研究

发布时间：2018-02-13 13:39

本文关键词： 员工感知服务氛围服务导向意识服务绩效　出处：《山东大学》2017年硕士论文　论文类型：学位论文

【摘要】：全球经济正逐渐步入服务经济时代,服务业已经成为经济增长的重要引擎,与此同时,服务行业竞争日趋激烈,服务型企业面临着巨大的挑战。一线服务员工的行为表现对顾客感知服务质量、顾客满意乃至企业效益都影响重大,提高一线员工的服务绩效对于服务型企业的重要性毋庸置疑。因此研究一线员工服务绩效的影响因素以及影响机制,从员工角度发现提升服务绩效的有效方法与措施,对于服务型企业的科学管理与发展意义重大。本研究基于一线服务员工视角,探讨员工感知服务氛围、服务导向意识与服务绩效三者之间的关系。基于社会交换理论、互惠原则和理性行为理论,按照环境感知-个体态度-个体行为的逻辑线路,提出员工感知服务氛围积极影响服务导向意识和服务绩效,服务导向意识积极影响服务绩效并且中介了员工感知服务氛围对服务绩效的影响。在文献梳理的基础上构建研究模型之后,采用成熟量表编制调查问卷,收集了 492份服务业一线员工的有效问卷数据,利用软件SPSS 21.0和AMOS 21.0完成信度、效度和总体测量模型检测,然后进行结构方程分析检验主效应假设,利用索贝尔检验验证中介效应假设。研究结果表明:员工感知服务氛围对服务导向意识的营销导向、情感密集和负责精神三个维度均有显著正向影响;员工感知服务氛围对角色内服务绩效和角色外服务绩效均有积极促进作用;员工服务导向意识的营销导向和负责精神两个维度均显著正向影响角色内和角色外服务绩效,而情感密集维度仅对角色外服务绩效有显著正向影响;营销导向和负责精神在员工感知服务氛围对角色内服务绩效与角色外服务绩效的影响中起中介作用,情感密集中介了员工感知服务氛围对角色外服务绩效的积极影响。本研究的创新与贡献在于:(1)提出并实证验证了员工感知服务氛围对服务导向意识的正向影响,进一步丰富了员工感知服务氛围的结果变量研究和服务导向意识的影响因素研究。(2)基于理性行为理论,按照环境感知-个体态度-个体行为的逻辑线路,提出员工感知服务氛围通过服务导向意识影响服务绩效,并且得到实证验证,拓展和丰富了员工感知服务氛围对服务绩效的影响机制研究。除了丰富了相关领域的理论研究,本研究同样帮助服务型企业管理者认识到服务氛围和员工服务导向意识的重要性,管理者应采取针对性的、科学的管理措施和方法,营造良好的服务氛围,让员工感受到组织对服务工作的重视,提高员工服务导向意识,进而提升服务绩效,有效改进服务业的发展。
[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.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92

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