感知服务氛围对酒店员工适应性行为的影响研究——自主性动机和顾客需求知识的中介作用

The Impact of Perceived Service Climate on Adaptive Behavior of Hotel Employees: The Mediation Effect of Autonomous Motivation and Customer Need Knowledge

对高星级酒店而言,根据顾客需求调整服务供给和沟通方式以创造满意的服务体验,往往是一线员工的责任。基于自我决定理论,本文关注企业如何促进一线员工的适应性行为。通过对3家高星级酒店394位一线员工问卷调查,采用结构方程模型对数据进行分析,结果发现:员工感知的服务氛围对顾客需求知识和适应性行为有显著影响;自主性动机和顾客需求知识在员工感知的服务氛围和适应性行为的关系中起中介作用,即在企业的支持下,员工能够产生适应意愿,主动了解顾客需求,最终表现出适应性行为。最后,本文结论表明企业在激发一线员工适应性行为方面发挥着积极作用。

For high star hotels,adapting services and communication mode in accordance with customers’demands to create a satisfactory service experience is the responsibility of frontline employees.Drawing on the self-determination theory,this study focused on how organizations can promote adaptive behaviors of frontline employees,surveyed 394 frontline employees from 3 high star hotels,and adopted structural equation model to analyze the data.The results show:(1)perceived service climate has a significantly positive impact on customer need knowledge and the adaptive behavior of employees;(2)autonomous motivation and customer need knowledge mediate the effect of perceived service climate on the adaptive behavior.That is to say,with the support of the enterprise,employees may be stimulated by their own willingness to adapt to understand customers’needs,and demonstrate it in their adaptive behavior.From management perspective,this study showed that the enterprise plays a positive role in fostering employees’adaptive behavior.