作　　者： ; ;

机构地区： 华南师范大学增城学院旅游管理系

出　　处： 《北京第二外国语学院学报》 2010年第3期58-66,36,共10页

摘　　要： 笔者在13家宾馆和餐馆进行了一次实证研究,探讨饭店中、高层管理人员的公仆型领导风格和部门的服务氛围对员工服务质量的影响。多层次线性模型分析结果表明,企业的公仆型领导氛围会通过部门的公仆型领导氛围,间接影响员工的服务质量;员工感知的企业负责人的公仆型领导风格会通过员工感知的部门负责人的公仆型领导风格,间接影响员工的服务质量。此外,部门的服务氛围强度会调节员工的工作满意感和情感性归属感对他们的服务质量的影响。 The authors have done an empirical study in 13 hotels and restaurants to investigate the impact of servant leadership and departmental service climate on employees＇ service quality. The results of HLM analysis indicate that organizational servant leadership climate has indirect effects on employees＇ service quality through departmental servant leadership climate, and employees＇ perception of organizational servant leadership has indirect effects on employees＇ service quality through employees＇ perception of departmental servant leadership. The results also indicate that departmental service climate strength moderates the relationship between employees＇ job satisfaction and their service quality, and the relationship between employees＇ affective organizational commitment and their service quality.

关 键 词： 公仆型领导 服务氛围 服务质量 多层次线性模型

领　　域： [经济管理] [经济管理]