顾客导向、魅力型领导感知与员工服务绩效--来自中国银行业的证据

银行业大变革时代,价值链重构、经营战略调整势在必行。为此,通过问卷调查获取了大、中、小三类银行共312名员工的一手数据,运用结构方程模型实证研究了组织认同的中介效应和组织规模的调节效应。结果表明:顾客导向、魅力型领导感知对员工组织认同和服务绩效正向影响显著;组织认同在顾客导向与员工服务绩效间具有部分中介作用,在魅力型领导感知与员工服务绩效间起到完全中介作用;而组织规模的调节作用通过组织认同的中介效应进而影响员工服务绩效。因此,银行业需要继续强化员工顾客导向理念,采用软管理模式;同时,加快配套改革,全面发挥出魅力型领导的内部挖潜功能以及组织认同的纽带作用。

In the era of epoch-making transformation of bank industry, it is imperative to restructure value chain and regulate strategic management adjustments. Thereafter, through questionnaires of 312 employees of small, medium and large banks to obtain the first-hand data, the structural equation model is used to make an empirical study on the mediating effects of organizational identification and the moderating effects of organizational size. Study shows that customer orientation and charismatic leadership perception have an obvious positive role in organizational identification and employees＂ service performance; organizational identification plays partial mediating effects between customer orientation and employees＂ service performance, while playing complete mediating effects between charismatic leadership perception and employees＂ service performance. At the same time, the moderating effects of organizational size affect the performance of employees via the mediating effects of organizational identification. Therefore, the banking industry needs to continue to strengthen the con- cept of employees＂ customer orientation and adopt soft management mode, and meanwhile, accelerates the supporting rcform, fully plays the internal potential function of charismatic leadership and the link role of organizational identification.