饭店管理人员的公仆型领导风格与部门的服务氛围对员工服务质量的影响被引量：4

The Impact of Servant Leadership and Departmental Service Climate on Employees' Service Quality in Hotel and Restaurant

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摘要笔者在13家宾馆和餐馆进行了一次实证研究,探讨饭店中、高层管理人员的公仆型领导风格和部门的服务氛围对员工服务质量的影响。多层次线性模型分析结果表明,企业的公仆型领导氛围会通过部门的公仆型领导氛围,间接影响员工的服务质量;员工感知的企业负责人的公仆型领导风格会通过员工感知的部门负责人的公仆型领导风格,间接影响员工的服务质量。此外,部门的服务氛围强度会调节员工的工作满意感和情感性归属感对他们的服务质量的影响。 The authors have done an empirical study in 13 hotels and restaurants to investigate the impact of servant leadership and departmental service climate on employees＇ service quality. The results of HLM analysis indicate that organizational servant leadership climate has indirect effects on employees＇ service quality through departmental servant leadership climate, and employees＇ perception of organizational servant leadership has indirect effects on employees＇ service quality through employees＇ perception of departmental servant leadership. The results also indicate that departmental service climate strength moderates the relationship between employees＇ job satisfaction and their service quality, and the relationship between employees＇ affective organizational commitment and their service quality.

作者凌茜汪纯孝

机构地区华南师范大学旅游管理系中山大学服务性企业管理研究中心

出处《北京第二外国语学院学报》 2010年第3期58-66,36,共10页 Journal of Beijing International Studies University

基金国家自然科学基金项目<公仆型领导理论及其在服务性企业的应用>(70772083)

关键词公仆型领导服务氛围服务质量多层次线性模型 service leadership service climate service quality hierarchical linear modeling

分类号 F59 [经济管理—旅游管理]

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