顾客参与对员工工作投入的影响--以顾客接触型员工为例的实证研究  

作　　者：王婷[1] 盛宇华[2,3] 

机构地区：[1]南京师范大学商学,江苏南京210046 [2]南京师范大学商学院党委,江苏南京210046 [3]南京师范大学软科学研究中心,江苏南京210046

出　　处：《企业经济》2015年第2期81-85,共5页Enterprise Economy

基　　金：2012年江苏省高校哲学社会科学研究基金项目“管理胜任力面试测评的有效性研究”(批准号:2012SJB630045)

摘　　要：在我国员工的工作投入程度普遍偏低,尤其以顾客接触型员工为甚。本文创新地从组织外部视角出发,结合工作要求——资源模型理论,探讨顾客参与各个维度对顾客接触型员工工作投入程度的影响。通过实地问卷调查和spss16.0进行数据分析,发现顾客参与对顾客接触型员工工作投入有显著影响,且各维度的影响方向是不同的。因此,企业在努力提高顾客接触型员工工作投入程度时要关注来自顾客方面的影响;招聘和培训员工时应采取积极措施,重视顾客参与的影响,以提高员工的工作投入程度。Work engagement among employees in our country shares a low level, especially for the customercontact employees. Starting from external organization, this research creatively analyzed the impact of every dimension of customer participation on work engagement of customer- contact employees on the basis of Job Demands -Resources Model. Through questionnaire survey and data analysis with spssl6. O, we found that customer participation has a significant correlation with work engagement and the correlations of different dimensions are unlike. According to this research, managements need to pay attention to the influences of customer participation when they are trying to improve employees＇ work engagement. Therefore, the management should also attach importance to customer participation and take active activities to cooperate with customer- contact employees so as to improve customer- contact employees＇ work engagement.

关 键 词：顾客参与 工作投入 工作压力 

分 类 号：F270[经济管理—企业管理]