公仆型领导、服务氛围与员工集体的情感性归属感对员工的服务质量的影响  

The Impact of Servant Leadership,Departmental Service Climate and Collective Affective Organizational Commitment on Employees' Service Quality in Hotel and Restaurant

作　　者：凌茜[1] 汪纯孝[2] 张秀娟[2] 刘小平[2] 

机构地区：[1]华南师范大学地理学与遥感科学学院,广东广州510631 [2]中山大学管理学院,广东广州510275

出　　处：《旅游论坛》2010年第2期199-207,共9页Tourism Forum

基　　金：国家自然科学基金项目<公仆型领导理论及其在服务性企业的应用>(70772083);国家自然科学基金项目<不同社会交换关系中承诺形成过程的整合机制研究>(70871123)部分研究成果

摘　　要：通过对在13家宾馆和餐馆进行的实证研究,探讨饭店中、高层管理人员的公仆型领导风格、部门的服务氛围与员工集体的情感性归属感对员工的服务质量的影响。多层次线性模型分析结果表明,企业的公仆型领导氛围会通过部门的公仆型领导氛围,间接影响员工的服务质量;员工感知的企业负责人的公仆型领导风格会通过员工感知的部门负责人的公仆型领导风格,间接影响员工的服务质量。此外,部门的服务氛围会调节员工的工作满意感对他们的服务质量的影响,部门员工集体的情感性归属感会调节员工个人的情感性归属感对他们的服务质量的影响。The authors have done an empirical study in 13 hotels and restaurants to investigate the impact of servant leadership,departmental service climate and collective affective organizational commitment on employees＇ service quality. The results of HLM analysis indicate that organizational servant leadership climate has indirect effects on employees＇ service quality through departmental servant leadership climate,and employees＇ perception of organizational servant leadership has indirect effects on employees＇ service quality through employees＇ perception of departmental servant leadership. The results also indicate that departmental service climate moderates the relationship between employees＇ job satisfaction and their service quality,collective affective organizational commitment moderates the relationship between employees＇ affective organizational commitment and their service quality.

关 键 词：公仆型领导 服务氛围 员工集体的情感性归属感 服务质量 多层次线性模型 

分 类 号：F590[经济管理—旅游管理]