领导社会责任取向、企业文化与一线员工服务绩效的关系研究——以旅行社为例  

Leadership Social Responsibility Orientation,Corporate Culture and Front Line Employee Service Performance:A Study of Travel Agency

作　　者：程珊珊[1] 

机构地区：[1]湖南师范大学旅游学院,湖南长沙410006

出　　处：《旅游导刊》2017年第6期48-65,共18页Tourism and Hospitality Prospects

基　　金：2017年湖南省研究生科研创新项目(CX2017B169)资助

摘　　要：近年来,旅游服务型企业因缺乏社会责任而引发的恶性事件频频发生,从组织内部来说可以把它归结为领导没有履行对利益相关方尤其是员工的社会责任。本研究以旅行社为例,基于员工视角探讨领导社会责任取向与一线员工服务绩效的关系,并通过企业文化的中介作用,进一步揭示领导社会责任取向与一线员工服务绩效关系的作用机理和机制,构建领导社会责任取向、企业文化与一线员工服务绩效之间的关系模型。结果发现,领导社会责任取向对企业文化和一线员工服务绩效都有显著影响;领导社会责任取向可以通过企业文化这一中介变量来影响一线员工服务绩效。本研究丰富了领导社会责任相关理论,对旅游服务型企业打造优质企业文化、提升一线员工服务绩效具有一定的实践指导意义。In recent years,the vicious events happened frequently because of tourism service enterprises lack of social responsibility.From the inside of the organization,the reasons can be attributed that leaders fail to undertake the social responsibility of the stakeholders,especially the employees.Based on the example of the travel agency,this paper discusses the relationship between the leadership social responsibility orientation and the performance of the frontline staff service,and further reveals the mechanism of the relationship between the social responsibility orientation and the frontier employee service performance through the intermediary role of the corporate culture.The results show that the leadership social responsibility orientation has a significant impact on the corporate culture and frontline staff service performance;the leading social responsibility orientation can influence the performance of frontline employee service through the intervening variable of corporate culture.The research enriches the theory of leading social responsibility which has a lot practical significance for the tourism service enterprises to build high quality corporate culture and enhance the performance of frontline staff service.

关 键 词：领导社会责任取向 企业文化 一线员工服务绩效 

分 类 号：F272.92[经济管理—企业管理] F270[经济管理—国民经济]