城轨行业一线服务人员敬业度改善研究——以激励偏好和心理资本为视角

Research on Improving the Engagement of Front-line Service Personnel in Urban Rail Industry——From the Perspective of Incentive Preference and Psychological Capital

以改善城轨行业一线服务人员的敬业度为出发点,对员工的激励偏好以及激励偏好、心理资本和敬业度之间的关系进行研究。结果显示,一线服务人员对良好的团队氛围、完善的福利保障、公平的上级等比较重视,不同性别、年龄和职级的一线服务人员表现出在激励偏好上的差异。另外,组织对员工的激励与员工偏好的激励越契合或员工的心理资本越高,则员工的敬业度水平越高,且员工心理资本在激励偏好满足程度和敬业度之间起到部分中介作用。因此,通过以个性化激励补充传统激励,以及提升心理资本,对于改善城轨一线服务人员的敬业态度并使其产生更多的敬业行为具有促进作用。

In order to improve the engagement of front-line service personnel in urban rail industry,the paper studies the relationship between employee motivation preference,psychological capital and engagement.The results show that frontline service personnel pay more attention to team atmosphere,perfect welfare security and fair superiors.Front-line service personnel with different gender,age and rank show differences in incentive preference.In addition,the more consistent the organization’s incentive is with the employee’s preferred incentive,or the higher the employee’s psychological capital,the higher the employee’s engagement level,and the employee’s psychological capital plays a partial intermediary role between the satisfaction degree of incentive preference and engagement.Therefore,supplementing traditional incentives with personalized incentives and enhancing psychological capital can promote the professional attitude and more professional behaviors of the first-line service personnel of urban rail.