组织员工授权知觉与员工服务质量关系探析——基于典型相关分析

Study on the Correlation between Authorized Staff Perception and Staff Service Quality——Based on canonical correlation analysis

以国家会议中心各部门的一线服务人员及其所服务的客户作为主要调查对象,259份有效问卷作为样本,利用SPSS20.0对调查结果进行典型相关分析,探析了员工授权知觉与服务质量的关系。结果表明:组织员工授权知觉和员工服务质量之间存在正相关关系,员工对自己工作能力的信心强度和对自己是否拥有工作自主权与独立权的感知程度更能有效的影响到客户对员工服务质量的评价,在提高员工授权知觉的情况下,员工的服务质量会得到提高,并凸显在服务的效率和可靠性这两方面。对一线服务员工进行适当的放权,使其授权知觉水平提高,有利于增强员工自信心,树立员工的责任感和价值感,提高员工服务工作的效率及可信赖性。

With the frontline service personnel and the customers they served of China National Convention Center as main survey object,using259 effective survey results as samples,this paper empirically analyzed the correlation between authorized staff perception and staff service quality by canonical correlation analysis with SPSS20.0.The result shows：there is a positive correlation between authorized staff perception and staff service quality.The strength of the confidence in his ability to work and the autonomy and independence in his job more effectively affect customer evaluation for service quality of the employees.In the case of improvements on employee empowerment,employee＇s service quality will be improved,and highlight the service efficiency and reliability of these two aspects.Giving more rights to frontline service personnel would enhanced their perception of authorization,improve their self-confidence,establish a sense of responsibility and value,and improve working efficiency and work trustworthiness.