一线服务员工努力意向影响因素研究

Research on the Factors Influencing the Effort Intention of Frontline Service Employee

在对一线服务员工的努力意向的各种影响因素进行文献回顾的基础上,文章认为学者们的研究视角大体可分为动机视角和承诺视角,并从动机视角的相关研究中整理出5个方面的驱动因素即:组织支持、员工个性特质、工作中的社会性支持、工作相关特性和顾客积极反馈。其中,3种顾客积极反馈行为是最新的研究进展。另外,文章还识别出一些影响驱动/承诺因素——努力意向这一关系的调节因素和中介因素。最后,文章提出了未来的研究方向。

Based on the review of all the factors affecting the effort intention of frontline service employee, this article finds that in the main the scholars have studied the topic from the perspectives of motivation and commitment, and identifies among the researches from the motivation perspective 5 sets of driving factors, namely, organizational supports, employee＇s personality traits, social supports in the work, the characteristics related to the job, and customer＇s positive feedback which, as a new advance, includes 3 kinds of customer＇s behaviors. Also, this article identifies some moderators and mediators influencing the driving/commitment factor-effort intention relationship. Finally, future research directions are presented.