员工日常情绪与顾客导向型服务行为间关系研究:亲社会动机的调节作用

发布时间：2018-07-05 20:54

  本文选题：情绪 + 亲社会动机　； 参考：《预测》2013年06期

【摘要】：近年来,服务行业的员工管理越来越关注于顾客导向型服务行为的影响因素研究。本研究采用日记调研方式对员工情绪、亲社会动机及其日常顾客导向型服务行为之间的关系进行研究。来自于一家著名的连锁酒店的58个分店的109名员工完成了基本调研以及连续10个工作日(每日两次)的日常调研。研究结果显示员工日常的正面情绪与员工的亲社会动机均与员工每日的顾客导向型服务行为存在显著的正向关系。此外,相比于高亲社会动机的员工而言,具有低亲社会动机的员工其日常的正面情绪与员工每日顾客导向型服务行为之间存在更加显著的正向关系。上述研究结果对于帮助服务行业企业提升员工顾客导向型服务行为具有潜在的指导意义和应用价值。
[Abstract]:In recent years, the staff management of the service industry has been paying more and more attention to the influence factors of customer oriented service behavior. This study uses journal research to study the relationship between employee emotion, pro social motivation and its daily customer oriented service behavior. From a famous chain hotel, 109 members of 58 stores are employed. The work completed the basic survey and the daily survey of 10 working days (two times a day). The results show that there is a significant positive relationship between the employees' daily positive emotion and the employee's Pro social motivation and the daily customer oriented service behavior. In addition, compared to the high pro social motivational employees, they have low Pro social mobility. There is a more significant positive relationship between the daily positive emotions of the employees and the daily customer oriented service behavior of the employees. The results are of potential guidance and application value to help service industry enterprises to improve employee oriented service behavior.
【作者单位】： 西安交通大学管理学院;过程控制与效率工程教育部重点实验室;西北工业大学管理学院;
【基金】：国家自然科学基金资助项目(71272002,70902066,71002049) 新世纪优秀人才支持计划资助项目(NCET-12-0439,NCET-11-0816) 西安交通大学中央高校基本科研业务费专项资金资助项目(08143053) 西北工业大学社科支持项目(No.RW201211) 陕西省青年科技新星支持计划资助项目
【分类号】：F719;F272.92
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本文编号：2101753