基于意念构建和动态服务属性管理的服务质量提升

Improving Service Quality through Organizational Sense-Making and Dynamic Service Attributes Managing

基于意念建构理论和双因素理论对一个成功的中国餐饮企业进行案例研究。结果发现,已有的激励属性将转化为保健因素,因此持续提供新的激励属性同时保持已有的保健属性的质量是提升服务质量的关键,而这种能力的形成是基于企业组织意念建构而带来的。

This paper uses the organizational sense-making and two-factor theory to investigate a successful chain restaurant organization in China. Our research result shows that the existing motiva- tion attributes will transfer to hygiene attributes, thus it is critical for a company to continually pro- vide new motivation attributes with ensuring the existing hygiene attributes simultaneously; while this sustained capability could achieve with the process of sense-making evolves.