摘要
近年来,服务行业的员工管理越来越关注于顾客导向型服务行为的影响因素研究。本研究采用日记调研方式对员工情绪、亲社会动机及其日常顾客导向型服务行为之间的关系进行研究。来自于一家著名的连锁酒店的58个分店的109名员工完成了基本调研以及连续10个工作日(每日两次)的日常调研。研究结果显示员工日常的正面情绪与员工的亲社会动机均与员工每日的顾客导向型服务行为存在显著的正向关系。此外,相比于高亲社会动机的员工而言,具有低亲社会动机的员工其日常的正面情绪与员工每日顾客导向型服务行为之间存在更加显著的正向关系。上述研究结果对于帮助服务行业企业提升员工顾客导向型服务行为具有潜在的指导意义和应用价值。
Research in hospitality management has increasingly focused on understanding the determinants of employees＇customer-oriented service behavior. In this study, we use a daily diary design to investigate relationships among employees＇ daily affect, prosocial motivation, and daily customer-oriented service behavior. 109 employees working in 58 sub-hotels of a chain hotel complete a baseline survey and two daily surveys over 10 workdays. The results suggest that employees＇ daily positive affect and prosocial motivation positively predict daily customer-oriented service behavior. In addition, comparing with the employees with a high level of prosocial motivation, daily activated positive affect positively predicts more daily proactive customer-oriented service behavior among employees with a low level of prosocial motivation. These findings mentioned above provide us potential guiding significance and practical values to help companies in the hospitality industry to upgrade their employees＇ customer-oriented service behavior.
出处
《预测》
CSSCI
北大核心
2013年第6期8-14,共7页
Forecasting
基金
国家自然科学基金资助项目(71272002
70902066
71002049)
新世纪优秀人才支持计划资助项目(NCET-12-0439
NCET-11-0816)
西安交通大学中央高校基本科研业务费专项资金资助项目(08143053)
西北工业大学社科支持项目(No.RW201211)
陕西省青年科技新星支持计划资助项目
关键词
情绪
亲社会动机
日记调研
顾客导向型服务行为
affect
prosocial motivation
daily diary study
customer-oriented service behavior
