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连锁餐饮企业内部服务质量对员工服务导向的影响机制研究

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摘要 针对浙江某连锁餐饮企业的415份样本进行回归分析,结果表明,企业内部服务质量对员工服务导向有正向影响,且通过员工满意度因素产生中介效应。组织文化作为调节变量,通过内部服务质量中的薪酬福利因素对内部服务质量与员工满意度产生调节效应。根据分析结果,提出了改进连锁餐饮企业内部服务质量的管理建议,并提出了进一步研究的方向。
作者 王显成
机构地区 嘉兴职业技术学院
出处 《经济论坛》 2015年第12期126-130,共5页 Economic Forum
基金 2013年度浙江省高职高专院校专业带头人专业领军项目(lj2013186)
关键词 内部服务质量 服务导向 工作满意度 组织文化 回归分析 连锁餐饮企业
分类号 F719.3 [经济管理—产业经济] F272.92 [经济管理—企业管理]
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参考文献18

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