本文選題：服務(wù)界面管理 + 員工服務(wù)能力��； 參考：《財(cái)貿(mào)經(jīng)濟(jì)》2012年09期

【摘要】：服務(wù)界面管理是考察服務(wù)交互行為的新的理論視角。本研究構(gòu)建了界面管理與員工服務(wù)能力、員工服務(wù)績(jī)效和企業(yè)服務(wù)績(jī)效等變量間的驅(qū)動(dòng)關(guān)系模型。基于酒店企業(yè)的實(shí)證分析發(fā)現(xiàn):服務(wù)企業(yè)的界面管理有助于提升服務(wù)系統(tǒng)的整體效率,界面管理對(duì)員工的服務(wù)能力存在顯著但是有差異的驅(qū)動(dòng)影響力,它對(duì)企業(yè)整體服務(wù)績(jī)效的驅(qū)動(dòng)影響力大于對(duì)員工個(gè)人服務(wù)績(jī)效的驅(qū)動(dòng)影響力,員工服務(wù)能力在界面管理與服務(wù)績(jī)效間具有中介效應(yīng)。
[Abstract]:Service interface management is a new theoretical perspective to investigate service interaction behavior. In this study, the driver relationship model between interface management and employee service ability, employee service performance and enterprise service performance is constructed. Based on the empirical analysis of hotel enterprises, it is found that the interface management of service enterprises is helpful to improve the overall efficiency of service system, and interface management has significant but different driving influence on the service ability of employees. It has more driving influence on the overall service performance of the enterprise than on the individual service performance of the employee. The employee service ability has the intermediary effect between the interface management and the service performance.
【作者單位】： 華僑大學(xué)旅游學(xué)院;
【分類號(hào)】：F719;F224

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1 謝朝武;顧客服務(wù)體系的界面管理：理論、機(jī)制與酒店業(yè)的實(shí)證研究[D];華僑大學(xué);2009年

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本文編號(hào)：1997094