酒店组织公平性氛围和服务氛围与旅客的投诉次数  

Hotel's Organizational Justice Climate,Service Climate and the Event Rate of Customer Complaints

作　　者：王书翠[1] 

机构地区：[1]上海师范大学旅游学院,上海200234

出　　处：《旅游学刊》2013年第11期110-117,共8页Tourism Tribune

基　　金：上海市教委创新项目(11YZ291)资助~~

摘　　要：文章对57家酒店的167个服务团队进行了一次实证研究,探讨酒店的组织公平性氛围和服务氛围与旅客的投诉次数之间的关系。数据分析结果表明,酒店的组织公平性氛围与服务氛围存在显著的正相关关系,酒店的服务氛围与团队的服务质量存在显著的正相关关系,团队的服务质量与旅客的投诉次数存在显著的负相关关系,酒店的服务氛围中介了组织公平性氛围与团队服务质量之间的正相关关系;团队的服务质量是酒店的服务氛围与旅客投诉次数之间的中介变量。Service climate refers to the shared employee perceptions of the practices, procedures, and behaviors that get rewarded, supported and expected with regard to service quality and customer satisfaction. Research both at home and abroad has found in many empirical studies a positive relationship between service climate and service quality and/or customer satisfaction. However, in the present literature, most researchers examine the positive impacts of service climate on emplees＇ work attitude, behavior, service quality, and customer satisfaction, but there is a dearth of studies investigating the important role of service climate in reducing service errors and the event rate of customer complaints. In the present research, the author focuses on the impacts of organizational justice climate and service climate on team service quality and customer complaint in the hospitality industry to enrich the theoretical literature of service climate by applying hierarchical generalized linear modeling （HGLM）. The author designed the survey instruments after a review of the literature, and a qualitative study, collected data from 1233 front line employees and 59 managers of 59 economic class hotels of Jinjiang Inns with convenient sampling. The author asked the employees of the three service teams （front desk, food and beverage, and housekeeping） to evaluate organizational justice climate and service climate, and the managers to evaluate the team service quality. The number of customer complaints for each team in a period of six months was derived from the hotel＇ s record of customer complaints. Matched data from 167 teams of 57 hotels after deleting missing data were aggregated to the hotel level with justification, i.e. , the sample size for level 1 is 167, and 57 for level 2. The result of HGLM analysis indicates that organizational justice climate is positively related to service climate, which is positively related to service quality of the teams, service quality of the teams is negatively related to the even

关 键 词：组织公平性氛围 服务氛围 服务质量 投诉次数 

分 类 号：F719[经济管理—产业经济] C936[经济管理—管理学] F274