内部服务质量对“80后”员工表现影响的实证研究——工作满意感和组织信任的作用

The Empirical Study of Internal Service Quality Impact on 1980's Employee Performance——The Effect of Job Satisfaction and Organization Trust

以商业银行的206个"80后"员工为研究对象,分析表明:内部服务质量对"80后"员工工作满意感、员工忠诚、员工任务绩效均有正向影响;内部服务质量通过工作满意感的中介作用影响"80后"员工忠诚和员工任务绩效;组织信任在工作满意感与员工忠诚、员工任务绩效之间起到调节作用。"80后"组织信任程度越高,工作满意感对员工忠诚、员工任务绩效的影响越大。

Taking 206 1980＇s employees in Commercial Banks as the research sample,this paper analyzes that the internal service quality have positive impact on 1980＇s employees＇ job satisfaction,employee loyalty and employees＇ task performance; job satisfaction plays the mediating effect on internal service quality towards 1980＇s employee loyalty and employees＇ task performance. Organization trust plays the moderating effect on job satisfaction towards employee loyalty and employees＇ task performance. The higher the degree of 1980＇s employee organization trust,the greater the effect of job satisfaction towards employee loyalty,employees＇ task performance.