员工工作态度与顾客态度:敬业与服务导向中介作用的实证研究  

Relationship between Employee Work Attitudes and Customer Attitudes： An Empirical Study of the Mediating Effects of Employee Engagement and Service Oriented Behavior

作　　者：温碧燕[1] 童梦诗 

机构地区：[1]暨南大学管理学院

出　　处：《中大管理研究》2015年第2期19-38,共20页China Management Studies

基　　金：国家自然科学基金项目(70902020)的资助

摘　　要：以服务性企业一线服务人员为研究对象,探讨员工敬业度和服务导向行为在员工工作态度与顾客对企业态度关系中的中介作用。在深圳的5家高尔夫俱乐部分别向俱乐部的134名一线员工及其服务的顾客进行1：1配对样本问卷调查,然后采用结构方程模型分析方法,检验员工敬业度和服务导向行为对员工工作态度和顾客态度的中介影响。实证研究结果表明,员工工作满意感和组织归属感通过员工的敬业度和服务导向行为间接影响顾客满意感和再购意向。此外,研究还发现,员工的服务导向行为是员工敬业度对顾客满意感产生影响的完全中介变量。The focus of this research is to investigate the mediating effects of employee engagement and service oriented behavior between employee work attitude and customer attitude, and uncover the intrinsic processing mechanism of employee attitude to customer attitude in the service environment. The authors collected data from the service staff and customers of five golf clubs in Shenzhen by questionnaire. Structural equation model is applied to test the mediating effects. The results of data analysis, which support the hypotheses, indicated that employee satisfaction and affective commitment had not direct, but indirect significant influences on customer satisfaction and behavior intention with the engagement and service oriented behavior as mediating variable between them. Another finding of this research was the mediating effect of service oriented behavior between employee engagement and job satisfaction.

关 键 词：员工敬业度 服务导向 工作满意感 组织归属感 顾客满意感 

分 类 号：F272.92[经济管理—企业管理]