摘要
员工个体的安全服务能力与员工安全服务绩效的关系是一个影响安全投入决策的重要问题。该研究构建了员工安全服务知识、态度、技能等服务能力要素与员工安全服务绩效间的影响模型,并以酒店业员工作为调研对象,通过结构方程模型进行了实证检验。研究发现,员工安全服务知识、态度和技能等三要素对员工安全服务绩效有显著的正向影响,员工安全服务知识对安全服务绩效具有基础性作用,员工安全服务态度和技能在员工安全服务知识与员工安全服务绩效间具有完全中介效应。
The safety and security of the clients of businesses in the service industry is an important factor influencing the image of the industry, and also has an impact on the industry＇ s operational costs. In practice, however, most businesses do not focus on safety training for employees, and the lack of this training is an important cause of accidents in service enterprises. It is important therefore to understand how the concept of personnel safety training can enhance the operations and management of the service industry, and to reveal how the resulting ability to provide safety service interacts in practice on the safety service performance of the employees of service enterprises. This study constructs an influence model of performance by relating safety service knowledge, attitude, and skills to the safety service performance of employees. The objectives were three： first, to probe the influence of safety service attitudes, safety service knowledge and safety service skills on the safety service performance of employees ; second, to understand these relationships from the point of view of those employees by obtaining their perceptions of work practices and training ; and third, to ground the research in a case study of the hotel industry. This study investigated the safety service knowledge, attitude, skills and safety service performance of the employees of nine quality hotels in Fujian Province, China. In the study 450 questionnaires were distributed to these hotels, 422 were returned, and 321 were usable in the study. For the analysis, descriptive statistics, reliability tests and validity tests were carried out using SPSS 17.0, and structural equation modeling of the relationships was achieved through use of Amos 7.0. The results show that ： （ 1 ） safety service attitudes, safety service knowledge and safety service skill are the basic determinants of safety service ability, and that safety service ability has a significant positive influence on the safety service performance of employees; （2）
出处
《旅游学刊》
CSSCI
2014年第4期28-37,共10页
Tourism Tribune
基金
中央高校基本科研业务费华侨大学哲学社会科学青年学者成长工程项目(13SKGC-QT03)资助~~
关键词
安全服务能力
安全服务绩效
结构方程模型
中介效应
safety service ability
safety service performance
structural equation modeling
mediating effect
