工程咨询企业员工服务能力提升行为影响因素及其机理研究

Research on the Influencing Factors and Mechanism of Employee Service Ability Improvement Behavior in Engineering Consulting Enterprises

随着我国全过程工程咨询的推广,企业员工服务能力提升行为引起了工程咨询企业的关注。基于计划行为理论的视角,采用结构方程模型的研究方法,探讨工程咨询企业员工服务能力提升的行为态度、主观规范以及知觉行为控制对员工服务能力提升行为形成的影响以及影响因素之间的内在机理。统计结果显示:预期收益对员工服务能力提升意愿具有正向影响,预期损失对员工服务能力提升意愿具有负向影响;员工服务能力提升的个体规范、示范性规范和指令性规范都对员工服务能力提升意愿具有正向影响;服务能力提升的自我效能感和感知控制对员工服务能力提升意愿和行为具有正向作用。

With the promotion of the whole process of engineering consulting in China,the improvement of enterprise employee service ability has attracted the attention of engineering consulting enterprises.From the perspective of planning behavior theory,this paper uses the research method of structural equation model to explore the influence of behavioral attitude,subjective norm and perceptual behavior control of employee service ability improvement on the formation of employee service ability improvement behavior and the internal mechanism between the influencing factors.The statistical results show that the expected return has a positive impact on the willingness of employees to improve their service ability,and the expected loss has a negative impact on the willingness of employees to improve their service ability.Individual norms,exemplary norms and prescriptive norms for employee service capability improvement all have a positive impact on employees’willingness to improve service ability.The self-efficacy and perception control of service capability improvement have a positive effect on employees’willingness and behavior to improve service ability.