双元压力对旅游企业一线员工服务绩效的作用机理研究

Research on the Mechanism of Ambidextrous Pressure on the Service Performance of Front-line Employees in Tourism Enterprises

本研究根据社会交换理论和工作-资源模型,探讨旅游企业一线员工面临的挑战性压力和阻碍性压力对其服务绩效的影响机制,以及工作活力在其中发挥的中介作用。研究发现,挑战性压力积极影响工作活力和服务绩效,相反,阻碍性压力则对工作活力具有显著负向影响,并且对服务绩效没有显著性影响。此外,工作活力在双元压力与服务绩效中起到间接作用,但二者的作用效果不同。据此,文章提出针对旅游企业一线员工的管理建议,包括设定工作任务、改善工作氛围、给予认可反馈等。这些研究结果对于了解旅游行业中一线员工服务绩效的影响因素,并对有效提升其服务绩效水平具有一定的实践意义。

Based on social exchange theory and work resource model,this study explores the impact mechanism of challenging and obstructive pressure faced by frontline employees in tourism enterprises on their service performance,as well as the mediating role of work vitality in it.Research has found that challenging stress has a significant positive impact on employee work vitality and service performance,while obstructive stress has no significant negative effect on their service performance and has a significant negative impact on work vitality.In addition,work vitality plays an indirect role between dual stress and service performance,but the effects of the two are different.Based on this,management suggestions for frontline employees in tourism enterprises are proposed,including setting work tasks,improving work atmosphere,and giving recognition feedback.These research results have important practical significance for understanding the influencing factors of service performance among front-line employees in the tourism industry,and for effectively improving their service performance level.