公仆型领导、员工集体和个人的工作态度对服务质量的影响

作者在13家宾馆和餐馆进行了一次实证研究,探讨饭店管理人员的公仆型领导风格、员工集体和个人的工作态度对员工的服务质量的影响。多层次线性模型分析结果表明,部门的公仆型领导氛围会直接影响员工集体的工作满意感,并通过集体情感性归属感,间接影响员工的服务质量。部门的公仆型领导氛围会调节员工感知的部门负责人的公仆型领导风格对他们的服务质量的影响;员工集体的情感性归属感会调节员工个人的工作满意感和情感性归属感对服务质量的影响。

The Impact of Servant Leadership, Employees' Collective Attitude,and Individual Job Attitudes on Service Quality

Service quality management is the core research topic in the service enterprise operation and management area.The current study shows that managers’ leadership and employees’ work attitude will influence employees’ service quality.The United States of America service marketing experts Berry and others have pointed out that managers of service enterprises should adopt the servant leadership in order to guide and motivate employees to improve service quality.An increasing number of studies are focusing not only on the relationship between servant leadership and service quality,but also on the relationship between employees’ collective job attitudes and their service quality. This study investigates 13 hotels and restaurants with regard to the impact of managers’ servant leadership,employees’ collective and individual job attitudes on employees’ service quality.HLM analysis results show:(1) Departmental servant leadership climate has indirect effects on employees’ service quality through employees’ collective job satisfaction and affective organizational commitment.(2) Departmental servant leadership climate moderates the relationship between employees’ perception of departmental servant leadership and their service quality.In the department where the level of servant leadership climate is high,employees’ perception of departmental servant leadership has no significant effect on their service quality.In the department where the level of servant leadership climate is low,employees’ perception of departmental servant leadership has significant positive effect on their service quality.(3) Collective and affective organizational commitments moderate the relationship between employees’ job satisfaction and their service quality,and the relationship between employees’ affective organizational commitment and their service quality.In the department where employees’ collective affective organizational commitment is strong,employees’ individual job satisfaction has significant positive effect on their service quality,and employees’ individual affective organizational commitment has no significant effect on their service quality.In the department where employees’ collective and affective organizational commitments are weak,employees’ individual job satisfaction has no significant effect on their service quality,and employees’ individual affective organizational commitment has significant positive effect on their service quality.