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| 旅游企业员工服务导向意识的前置因素与后果研究 | |
| 引用本文： | 吴清津,汪纯孝. 旅游企业员工服务导向意识的前置因素与后果研究[J]. 南开管理评论, 2004, 7(6): 23-27 |
| 作者姓名： | 吴清津 汪纯孝 |
| 作者单位： | 1. 广东外语外贸大学 2. 中山大学服务性企业管理研究中心 |
| 基金项目： | 教育部人文社会科学研究"十五"规划博士点基金项目"公正性理论及其在服务性企业的应用"(01JB630019)广东省自然科学基金项目"服务性企业员工心理受权影响因素及其作用实证研究"(0409756)子课题研究成果本文是吴清津博士论文研究的部分成果 |
| 摘 要： | 作者在27个宾馆、餐馆、旅行社进行了一次实证研究,探讨服务导向概念的组成成分与员工服务导向的影响因素和作用。数据分析结果表明,营销导向、情感密集和负责精神是服务导向概念的组成成分,企业的支持、员工的心理受权和工作满意感都是影响员工的服务导向的重要因素,员工的服务导向意识对员工工作行为和旅游企业的外部效率有直接或间接的影响。 |
| 关 键 词： | 企业的支持 心理受权 服务导向 工作行为 企业外部效率 |
The Antecedents and Consequences of Employee's Service Orientation in Hospitality Business Firms |
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| Wu Qingjin,Wang Chunxiao. The Antecedents and Consequences of Employee's Service Orientation in Hospitality Business Firms[J]. Nankai Business Review, 2004, 7(6): 23-27 | |
| Authors: | Wu Qingjin Wang Chunxiao |
| Abstract: | The authors have done an empirical study in 27 hospitality business firms to investigate the dimensions of the construct of service orientation, explore the antecedents and consequences of employees' service orientation. The results of data analysis indicate that marketing orientation, emotional intensity and accountability are all subfactors of the second-order factor of service orientation, perceived organizational support, psychological empowerment and job satisfaction are important antecedents of service orientation, and employees' service orientation has either direct and or indirect impact on employees' job related behaviors and external efficiency of hospitality business firms. |
| Keywords: | Organizational Support Psychological Empowerment Service Orientation Job-related Behaviors External Efficiency |
| 本文献已被 CNKI 万方数据 等数据库收录！ | |