员工角色行为对服务质量影响的实证研究

An Empirical Research on Staff Role Behavior to Quality of Service

服务质量作为有效提升企业竞争力的重要因素,正日益受到企业的关注,而员工作为服务的生产者和传递者,在服务质量的提升中发挥着更重要的作用。本研究以问卷调查为实证工具,通过相关性分析显示,角色外行为与角色概念显著正相关,角色内行为与角色概念显著负相关,同时,二者对服务质量也表现出了不同的影响作用。

As an important factor to enhance the competitiveness of the Enterprises, quality of service is increasingly concerned about. The staff as a producer and transmitter of the service, plays a more important role in upgrading the quality of service. This research uses questionnaire to survey, through relevant analysis demonstration, the concept of role and the role behavior are related. At the same time, the two also display different influence function to the quality of service. The article finally gave some management enlightenment to the enterprises which have the same characteristic as Lanzhou electric power company.