冰雪场馆策略性管理措施对服务补救绩效的作用机制研究

Strategic Management Measures of Ice and Snow Venue Mechanism on Service Recovery Performance

为促进冰雪场馆的有效管理与服务供给质量的提升,从冰雪场馆管理的视角切入,以冰雪场馆策略性管理措施对服务补救绩效的作用机制为研究对象,通过构建结构方程模型,着重探讨了组织承诺和工作满意度在冰雪场馆策略性管理措施对服务补救绩效影响过程中的中介作用,并试图发现服务补救绩效提升的路径。结果发现:策略性管理措施对服务补救绩效没有直接影响作用,只能通过组织承诺和工作满意度来影响服务补救绩效,即组织承诺和工作满意度在策略性管理措施对服务补救绩效的影响过程具有完全中介作用。在此基础上,建议冰雪场馆在实施相关策略性管理措施的过程中,应致力于提升场馆服务者的组织承诺和工作满意度,以有效提高服务补救绩效,促进消费者满意度提升与再购意愿的形成。

In order to promote the effective management of ice and snow sports venues and the improvement of service supply quality,from the perspective of ice and snow sports venue management,this paper focused on the intermediary role of organizational commitment and job satisfaction in the process of the impact of ice and snow sports venue strategic management measures on service recovery performance by building a structural equation model and try to find the ways to improve service recovery performance.It was found that the strategic management practices had no direct effect on service remediation performance,but could only influence service remediation performance through organizational commitment and job satisfaction,i.e.organizational commitment and job satisfaction had a fully mediating role in the process of strategic management influences on service remediation performance.On this basis,it was suggested that ice and snow venues should aim to improve the organizational commitment and job satisfaction of their service providers in the process of implementing relevant strategic management measures in order to effectively improve service remediation performance and promote consumer satisfaction and repurchase intentions.