物流企业COSE及其驱动因子解析

An Analysis to COSE and It's Drivers

孜孜以求顾客价值与竞争力的提升,不可停留在临渊羡鱼的层面,而应根植于顾客价值之驱动因素的剖析与培育。本文基于服务企业的特征,把服务员工顾客导向意识作为提升顾客价值的重要驱动因素,并在综合考虑工作意义、组织认同、报酬满意度、工作动机、心理受权、顾客导向技能等多阶因子的基础上,构建了服务员工顾客导向意识驱动模型。

Driven by more demanding customers, intense competition, the issue does not seem to be whether a service enterprise should compete on customer value delivery, but rather how it should do it. Based on the relevant literature review, this article suggests that customer orientation of service employees （COSE） is vital to adding customer value and enhancing service enterprise competitiveness. It is followed that job motivation of service employee is the key determinant factor of COSE. Furthermore, the paths that experienced meaningfulness of job, organizational identification and pay satisfaction affect job motivation of service employee, and in turn influence COSE are demonstrated. This article is concluded with some useful managerial implications.