宾馆的组织公平性与服务公平性  

An Empirical Study on the Relationship between Organizational Justice and Service Fairness in Hotels

作　　者：邓桂枝[1] 汪纯孝[1] 

机构地区：[1]中山大学服务性企业研究中心,广东广州510275

出　　处：《旅游科学》2005年第4期33-37,59,共6页Tourism Science

基　　金：教育部人文社会科学研究"十五"规划博士点基金项目(OIJB630019)

摘　　要：作者提出了一个探讨组织公平性对服务公平性“外溢效应”的概念模型,用以分析宾馆员工的组织公民行为在他们感知的管理人员的领导能力和领导行为、员工的工作满意感、对管理人员的信任感、对企业的归属感与宾客感知的服务公平性和服务质量之间的极为重要的中介作用。作者向广州市5个三星级宾馆服务人员、基层管理人员和宾客收集数据,并使用结构方程模型分析方法,对这个概念模型进行了实证检验。数据分析结果表明员工感知的组织公平性是影响宾客感知的服务公平性的一个重要因素。This study proposes a conceptual model of the spill-over effect to explore organizational justice on service fairness in hotels. The model is used to analyze the intermediary role of organizational citizenship behaviors of hotel staff that works between staff＇s perceptions of management competence and managerial behaviors, employees＇ job satisfaction, trust in management and their organizational commitment, and customers＇ perceptions of service fairness and quality. The paper applied structural equation model to examine the proposed model and analyzed the data collected from frontline employees, their supervisors and customers in five three-star hotels in Guangzhou. The results show that employee perceived organizational justice is an important antecedent of guest perceived service fairness.

关 键 词：组织公平性 服务公平性 组织公民行为 员工满意感 员工归属感 

分 类 号：F719[经济管理—产业经济]