组织氛围视角下的企业内部服务质量测评维度及影响机理研究

Study on Internal Service Quality Measurement Constructs and Influence Scheme from Organizational Climate Viewpoint

文章在梳理总结内部服务质量PZB模型研究的基础上,探索了组织氛围及其构成维度对内部服务质量测评的影响机理及途径。发现组织氛围主要通过公平、人际关系、支持和员工身份认同维度影响构成内部服务质量的组织层级、沟通交流、团队协作、授权以及晋升与培训等维度。

This paper summarized the studies of PZB model as well as discussed the influence scheme of organizational climate and rele- vant constructs on measurement of internal service quality. The author found that equity, interpersonal relationship, support and internal customer recognition dimensions have significant effects on internal service quality constructs including： organizational hierarchy, communication, teamwork, cmpowerment, promotion and training.