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旅游企业的员工服务行为评估氛围对员工服务质量的影响 被引量：2

The Impact of Organizational Climate for Behavior-based Performance Evaluation on Employees' Service Quality in Tourism Enterprises
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摘要 笔者在全国11个地区的33个旅游企业进行了一次实证研究,探讨企业的员工服务行为评估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,企业的员工服务行为评估氛围不仅会直接影响员工的服务质量,而且会调节员工的角色冲突、工作满意感和情感性归属感对他们的服务质量的影响。 The Author did an empirical study in 33 tourism enterprises to investigate the impact of organizational climate for behaviorbased performance evaluation on employees＇ service quality. The results of HLM analysis indicate that organizational climate for behavior-based performance evaluation not only has direct effects on employees＇ service quality, but also moderates the relationship between the employees＇ role conflict, job satisfaction, affective organizational commitment and their service quality.
作者 林美珍
机构地区 华侨大学旅游学院
出处 《北京第二外国语学院学报》 2010年第11期46-56,共11页 Journal of Beijing International Studies University
基金 福建省教育科学"十一五"规划课题"支持型领导对高校教师良性工作压力的影响"(FJQI10-099)
关键词 员工服务行为评估氛围 服务质量 多层次线性模型 climate for behavior-based performance evaluation service quality hierarchical linear modeling
分类号 F59 [经济管理—旅游管理]
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参考文献11

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同被引文献61

  • 1凌茜,汪纯孝,张秀娟,黄慧玲.《公仆型领导对服务氛围与服务质量的影响》,中山大学出版社2009年版,第5-53页.
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北京第二外国语学院学报
2010年 第11期

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