机构地区: 广东外语外贸大学
出 处: 《南开管理评论》 2004年第6期23-27,共5页
摘 要: 作者在27个宾馆、餐馆、旅行社进行了一次实证研究,探讨服务导向概念的组成成分与员工服务导向的影响因素和作用。数据分析结果表明,营销导向、情感密集和负责精神是服务导向概念的组成成分,企业的支持、员工的心理受权和工作满意感都是影响员工的服务导向的重要因素,员工的服务导向意识对员工工作行为和旅游企业的外部效率有直接或间接的影响。 The authors have done an empirical study in 27 hospitality business firms to investigate the dimensions of the construct of service orientation, explore the antecedents and consequences of employees' service orientation. The results of data analysis indicate that marketing orientation, emotional intensity and accountability are all subfactors of the second-order factor of service orientation, perceived organizational support, psychological empowerment and job satisfaction are important antecedents of service orientation, and employees' service orientation has either direct and or indirect impact on employees' job related behaviors and external efficiency of hospitality business firms.