作　　者： ; ; ; ;

机构地区： 中山大学管理学院服务性企业管理研究中心

出　　处： 《旅游科学》 2007年第5期32-40,共9页

摘　　要： 作者在广州市的17个酒店和餐馆进行了一次实证研究,探讨组织的服务氛围和员工的情感性劳动行为对顾客感知的服务质量的影响。多层次线性模型分析结果表明,组织的服务氛围、员工感知的交往公平性、自然表演和深层表演行为与服务质量有显著的正相关关系,表面表演行为与服务质量存在显著的负相关关系;服务氛围既直接影响顾客感知的服务质量,又调节员工感知的交往公平性、心理服务氛围和工作满意感对服务质量的影响。 The Authors did an empirical study in 17 hotels and restaurants in Guangzhou to investigate the impact of organizational service climate and employees＇ emotional labor on customers＇ perception of service quality. The result of the HLM analysis indicates that organizational service climate, employees＇ psychological empowerment, their perception of interactive justice and expression of naturally felt emotions and deep acting are positively related with service quality, while their surface acting is negatively correlated with it. Organizational service climate has not only direct impacts on customers＇ perception of service quality, but also serves to adjust employees＇ perception of interactive justice and psychological service climate, and the impact of their job satisfaction on service quality as well.

关 键 词： 服务氛围 情感性劳动 服务质量

领　　域： [经济管理]