如何提高饭店业一线员工的服务补救绩效:模型与实证

发布时间：2018-07-03 03:09

本文选题：服务补救绩效 + 培训　；参考：《旅游学刊》2012年03期

【摘要】：文章应用巴顾兹(Bagozzi)的态度模型,采用结构方程建模方法,构建并验证了基于饭店业一线员工感知视角的服务补救绩效预测模型。实证结果表明:(1)一线员工对授权、培训、奖励以及对饭店进行顾客抱怨管理的感知正向影响其工作满意度;(2)顾客抱怨管理和授权不仅通过一线员工情感变量(工作满意和情感承诺)的中介作用间接正向影响服务补救绩效,还能够直接预测服务补救绩效;(3)一线员工的情感变量是解释员工培训和奖励正向影响其服务补救绩效的完全中介变量;(4)工作满意直接正向影响一线员工的情感承诺,而在工作满意和服务补救绩效之间的间接正向影响关系中,情感承诺变量起到了全部中介效应。文章最后总结了对服务补救理论和饭店业管理实践的贡献。
[Abstract]:Based on Bagozzi's attitude model and structural equation modeling method, this paper constructs and verifies the performance prediction model of service remedy based on the perception of front-line staff in hotel industry. The empirical results show that: (1) First-line staff on authorization, training, Rewards and perceptions of customer complaint management in restaurants positively affect job satisfaction; (2) customer complaint management and empowerment are indirectly positive not only through the intermediary role of front-line employees' emotional variables (job satisfaction and emotional commitment) Affecting service remediation performance, It can also directly predict the performance of service remediation; (3) emotional variables of front-line employees are the complete intermediary variables that explain that employee training and reward positively affect their performance of service remediation; (4) job satisfaction directly positively affects the emotional commitment of front-line employees. In the indirect positive relationship between job satisfaction and service remediation performance, affective commitment variables play a mediating effect. Finally, the paper summarizes the contribution to service remediation theory and hotel management practice.
【作者单位】：四川大学旅游学院;成都大学旅游文化产业学院;蒂森克虏伯中国区总部;
【分类号】：F719;F272.92;F224

【参考文献】