服务认知—行为模式对一线员工服务绩效影响研究——以酒店和旅行社为例

发布时间：2019-04-08 16:15

【摘要】：在以往的服务管理研究中,服务绩效的影响因素很多,然而没有文献研究员工对服务的概念性界定对服务绩效的影响。基于行为识别理论,文章提出服务认知—行为模式对一线员工的服务绩效存在影响。该研究利用旅行社业和饭店业402名一线服务员工的问卷调查数据,部分验证了所提出的假设,实证结果发现:(1)对顾客理解型服务认知—行为模式具有最高的角色外服务绩效,对工作规范型服务认知—行为模式具有最低的角色外服务绩效;(2)对工作规范型服务认知—行为模式具有最低的角色内服务绩效,对顾客理解型和手段型服务认知—行为模式具有较高的角色内服务绩效。
[Abstract]:In the past service management research, the influence factor of service performance is a lot, but there is no literature study staff's conceptual definition of the service to the service performance. Based on the theory of behavior recognition, this paper puts forward that the service performance of the first-line staff is affected by the behavior pattern of the service cognition. The research makes use of the questionnaire data of 402 first-line service employees in the travel agency and the hotel industry, and partially validates the proposed hypothesis, and the empirical results show that (1) The cognitive and behavior pattern of the customer's understanding-based service has the highest role in the out-of-service performance, and (2) having the lowest role-in-service performance for the service-specification-type service-aware behavior pattern, The cognitive and behavioral pattern of customer-understanding and means-based services has a higher role in the performance of the service.
【作者单位】：华南农业大学林学院;华南农业大学人文与法学学院;
【基金】：国家自然科学基金(41101147) 教育部社科基金(11YJC630048)联合资助~~
【分类号】：F272.92;F719;F224

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