界面管理与服务能力、服务绩效间的驱动关系——基于酒店企业的实证研究

发布时间：2018-06-08 21:03

本文选题：服务界面管理 + 员工服务能力　；参考：《财贸经济》2012年09期

【摘要】：服务界面管理是考察服务交互行为的新的理论视角。本研究构建了界面管理与员工服务能力、员工服务绩效和企业服务绩效等变量间的驱动关系模型。基于酒店企业的实证分析发现:服务企业的界面管理有助于提升服务系统的整体效率,界面管理对员工的服务能力存在显著但是有差异的驱动影响力,它对企业整体服务绩效的驱动影响力大于对员工个人服务绩效的驱动影响力,员工服务能力在界面管理与服务绩效间具有中介效应。
[Abstract]:Service interface management is a new theoretical perspective to investigate service interaction behavior. In this study, the driver relationship model between interface management and employee service ability, employee service performance and enterprise service performance is constructed. Based on the empirical analysis of hotel enterprises, it is found that the interface management of service enterprises is helpful to improve the overall efficiency of service system, and interface management has significant but different driving influence on the service ability of employees. It has more driving influence on the overall service performance of the enterprise than on the individual service performance of the employee. The employee service ability has the intermediary effect between the interface management and the service performance.
【作者单位】：华侨大学旅游学院;
【分类号】：F719;F224

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