组织授权氛围对个体心理授权及其绩效的影响——对员工和顾客两个层次的研究

Effects of Organization Empowerment Climate on Personal Psychological Empowerment and Performance： Based on Employee and Customer

本文深入分析了组织授权氛围对个体（包括员工和顾客）心理授权及其服务质量的影响，建立了变量间关系的多层次模型，并运用HLM6．0软件对模型进行了实证检验。多层次模型分析结果表明，组织授权氛围直接影响员工心理授权，员工心理授权除直接影响员工服务质量外，还对顾客心理授权、顾客服务质量和顾客满意感都有显著的直接影响；顾客心理授权直接影响顾客服务质量和顾客满意感，顾客服务质量对顾客满意感有直接的正向影响。。论文对研究结果进行了讨论，并指出了本研究的局限性及今后研究方向。

Based on literature review, the authors develop a research model to explore the effects of organization empowerment climate on personal psychological empowerment and service quality, and test the model by employing HLM6.0. The data analysis result means that organizational empowerment climate affect employee psychological empowerment directly, and the latter has direct impact on employee service quality, customer psychological empowerment, customer service quality and customer satisfaction. In the meanwhile, customer psychological empowerment affect customer service quality and satisfaction directly, and customer service quality has direct impact on customer satisfaction