摘要
作者在13家宾馆和餐馆进行了一次实证研究,探讨饭店管理人员的公仆型领导风格、员工集体和个人的工作态度对员工的服务质量的影响。多层次线性模型分析结果表明,部门的公仆型领导氛围会直接影响员工集体的工作满意感,并通过集体情感性归属感,间接影响员工的服务质量。部门的公仆型领导氛围会调节员工感知的部门负责人的公仆型领导风格对他们的服务质量的影响;员工集体的情感性归属感会调节员工个人的工作满意感和情感性归属感对服务质量的影响。
Service quality management is the core research topic in the service enterprise operation and management area. The current study shows that managers＇ leadership and employees＇ work attitude will influence employees＇ service quality. The United States of America service marketing experts Berry and others have pointed out that managers of service enterprises should adopt the servant leadership in order to guide and motivate employees to improve service quality. An increasing number of studies are focusing not only on the relationship between servant leadership and service quality, but also on the relationship between employees＇ collective job attitudes and their service quality.
出处
《管理工程学报》
CSSCI
北大核心
2012年第2期27-33,共7页
Journal of Industrial Engineering and Engineering Management
基金
国家自然科学基金资助项目（70772083）,国家自然科学基金青年资助项目（70902020）
教育部人文社会科学研究青年基金资助项目（10YJC630140）
广东省自然科学基金资助项目（10451063101005234）
