作　　者： ; ; ;

机构地区： 南开大学商学院

出　　处： 《旅游学刊》 2012年第4期82-90,共9页

摘　　要： 一线服务员工因处于组织的边界位置而表现出服务提供、外部代表和内部影响3类跨边界行为,这些行为能够显著提高组织绩效。心理所有权是一种重要的心理状态,以往的研究证实组织心理所有权与员工角色外行为存在积极的关系。然而,跨边界行为不仅包括角色外行为,而且包括角色内行为,并且非常适合于服务组织背景,因此,研究员工组织心理所有权对跨边界行为的影响具有重要的理论和现实意义。文章通过对旅游饭店企业一线服务员工的研究发现,组织心理所有权对外部代表行为和内部影响行为有直接和间接影响,组织心理所有权对服务提供行为有间接影响。这一结论提醒旅游饭店业要培育和提高一线服务员工的组织心理所有权,促使其表现出跨边界行为进而提高组织竞争力。 Due to their unique position in the organization, frontline employees perform three types of boundary- spanning behaviors service supply, external representative and internal influence, which can significantly upgrade their organizational performance. Previous studies have confirmed that psychological ownership for the organization has positive relation with extra-role behavior of employees. However, boundary-spanning behaviors include not only extra-role behavior, but also in-role behavior, which are best tailored to the unique settings of service organizations. Therefore, it is of important theoretical and practical significance to testing the relationship between psychological ownership and boundary-spanning behaviors. Based on the data from the study of frontline staff, the paper finds that organizational psychological ownership has direct and indirect impact on external representative and internal influence, while organizational psychological ownership has indirect impact on service supply. This conclusion reminds hospitality industry to cultivate and upgrade the organizational psychological ownership of frontline service employees and thus enhance their boundary-spanning behaviors and organizational competitiveness.

关 键 词： 旅游饭店 服务营销近视 一线服务员工 组织心理所有权 跨边界行为

领　　域： [经济管理] [经济管理]