传统服务企业领导效能的提升策略及其作用机制——基于星巴克咖啡的案例研究

发布时间：2018-05-25 22:21

本文选题：传统服务企业 + 星巴克　；参考：《旅游学刊》2017年03期

【摘要】：如何通过适当的管理策略来提升员工群体的领导效能,进而提升企业的服务质量和竞争力水平,是餐饮、酒店等传统服务企业需要面对的一项重要议题。文章采用单案例研究方法,选取在餐饮行业中卓越领导实践和领导效能的代表企业星巴克咖啡为案例,挖掘出其提升领导效能的策略体系,包括"顾客至上的价值来源""员工至上的价值观念""赋予员工工作自主权""提升员工工作胜任度""独立平等的合作关系"5项策略,并对该策略体系提升领导效能的作用机制进行了深入分析。该研究为企业领导研究开展带来了一些积极启发,对本土传统服务企业在当前时代背景下和环境特征中构建更为有效的领导模式具有启发性意义。
[Abstract]:It is an important issue for traditional service enterprises, such as catering, hotel and so on, to improve the leadership efficiency of staff groups and the level of service quality and competitiveness through appropriate management strategies. In this paper, a single case study method is used to find out the strategy system of improving the leadership effectiveness of Starbucks Coffee, which is the representative enterprise of excellent leadership practice and leadership effectiveness in the catering industry. Including "customer first value source," employee first value concept, "give employees job autonomy," enhance staff job competency, "independent and equal partnership" five strategies, And the mechanism of the strategy system to enhance leadership effectiveness is analyzed in depth. This research has brought some positive inspiration for the research of enterprise leadership, and has enlightening significance for the traditional service enterprises to construct more effective leadership mode under the background of the present times and the environmental characteristics.
【作者单位】：北京第二外国语学院酒店管理学院;
【基金】：国家社会科学基金重点项目“新时期组织领导力的社会结构理论构建与实证研究”(15AJY007) 中国人民大学科学研究基金重大基础研究计划项目“领导的动力性关系结构理论构建:基于领导者与下属群体互动关系视角的研究”(11XNL002) 北京市社会科学基金研究基地项目“京津冀民宿业发展与农村剩余劳动力就地转移的良性互动机制与政策研究”(16JDGLB002)的共同资助~~
【分类号】：F719.3;F272.91

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