顾客导向、魅力型领导感知与员工服务绩效——来自中国银行业的证据

发布时间：2018-10-18 18:51

【摘要】：银行业大变革时代,价值链重构、经营战略调整势在必行。为此,通过问卷调查获取了大、中、小三类银行共312名员工的一手数据,运用结构方程模型实证研究了组织认同的中介效应和组织规模的调节效应。结果表明:顾客导向、魅力型领导感知对员工组织认同和服务绩效正向影响显著;组织认同在顾客导向与员工服务绩效间具有部分中介作用,在魅力型领导感知与员工服务绩效间起到完全中介作用;而组织规模的调节作用通过组织认同的中介效应进而影响员工服务绩效。因此,银行业需要继续强化员工顾客导向理念,采用软管理模式;同时,加快配套改革,全面发挥出魅力型领导的内部挖潜功能以及组织认同的纽带作用。
[Abstract]:It is imperative to restructure the value chain and adjust the management strategy in the era of banking great change. For this reason, the primary data of 312 employees of large, middle and small banks are obtained by questionnaire, and the intermediary effect of organizational identity and the adjustment effect of organizational scale are empirically studied by using the structural equation model. The results show that: customer orientation, charismatic leadership perception has a significant positive impact on employee organizational identity and service performance, organizational identity has a part of intermediary role between customer orientation and employee service performance. It plays a complete intermediary role between charismatic leadership perception and employee service performance, while the adjustment of organizational scale affects employee service performance through the intermediary effect of organizational identity. Therefore, the banking industry should continue to strengthen the concept of employee customer orientation and adopt the soft management mode. At the same time, it should speed up the supporting reform and give full play to the internal potential function of charismatic leadership and the link of organizational identity.
【作者单位】：铜陵职业技术学院管理系;中国矿业大学管理学院;
【基金】：国家自然科学基金项目“市场化情境下的贸易空间均衡模型及仿真研究”(项目编号:71373261) 2015年安徽省高校人文社科重点项目“互联网金融时代安徽农村商业银行价值链重构与优化研究”(项目编号:SK2015A760) 2016年度安徽省高校优秀青年人才支持计划重点项目子课题“皖北中小企业人力资源管理的困境与出路”(项目编号:gxyq ZD2016588)
【分类号】：F272.92;F832.3

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