组织学习影响顾客满意度——创新的中介与领导风格的调节作用  

Research on the Influence Mechanism of Organizational Learning on Customer Satisfaction——Mediation of Service Innovation and Moderation Effect of Paternalistic Leadership

作　　者：施涛[1] 苑双杰 李忆[1] SHI Tao;YUAN Shuang-Jie;LI Yi(School of Economics and Management,Chongqing University of Posts and Telecommunications,Chongqing 40006)

机构地区：[1]重庆邮电大学经济管理学院

出　　处：《软科学》2018年第10期75-79,共5页Soft Science

基　　金：重庆市教委人文社会科学项目(16SKGH061)

摘　　要：探讨了服务型企业组织学习对顾客满意度的影响机制。基于服务企业2887名员工（来自389个团队）样本数据,检验了组织学习、家长式领导、服务创新、顾客满意度之间的关系,结果表明：组织学习提高了顾客满意度,员工服务创新行为在组织学习和顾客满意度之间起部分中介作用;仁慈型领导风格正向调节组织学习与员工服务创新及顾客满意度之间的关系。This paper explores mechanism about organizational learning on customer satisfaction in service-oriented enterprises. The relationship between organizational learning,paternalistic leadership,Employee innovation and customer satisfaction is tested based on sample data of 2891 employees（from 390 teams） in service enterprises. Results show that organizational learning can promote employee service innovation and improve customer satisfaction,employee innovation plays a part of intermediary role between organizational learning and customer satisfaction; the kindness leadership positively regulates the relationship between organizational learning and customer satisfaction,organizational learning and service innovation.

关 键 词：组织学习 家长式领导风格 服务创新 顾客满意度 

分 类 号：C936[经济管理—管理学] F272.92