员工组织支持感对顾客忠诚影响的分析

An Analysis of the Influence of Staff-Perceived Organizational Support on Customer Loyalty

通过研究服务员工组织支持感对顾客忠诚的作用机制,为此构建了一个以组织支持感为前因,以工作满意度和组织承诺为媒介,以顾客的行为忠诚和态度忠诚为结果的理论模型。研究结果表明:组织支持感在影响行为忠诚的过程中,工作满意度和组织承诺起到了部分中介作用;组织支持感在影响态度忠诚的过程中,工作满意度起到了部分中介作用,而组织承诺没有起到中介作用;在该模型中,工作满意度对组织承诺具有正向影响。

Through the study of the functional mechanism of the perceived organizational support from service employees on the consumer loyalty, this paper establishes a theoretic model with the perceived organizational support as the cause, the job satisfaction and organizational commitment as the medium, and the behavior loyalty and attitude loyalty of the customers as the result. The results indicate that the job satisfaction and the organizational commitment play a partial mediating role in the process of perceived organizational support affecting the behavior loyalty; the job satisfaction plays a partial mediating role in the process of perceived organizational support affecting the attitude loyalty, while the organizational commitment plays no mediating role at all. In this model, the job satisfaction has a positive influence on the organizational commitment.