發(fā)布時(shí)間：2018-07-05 20:54

  本文選題：情緒 + 親社會(huì)動(dòng)機(jī)　； 參考：《預(yù)測(cè)》2013年06期

【摘要】：近年來,服務(wù)行業(yè)的員工管理越來越關(guān)注于顧客導(dǎo)向型服務(wù)行為的影響因素研究。本研究采用日記調(diào)研方式對(duì)員工情緒、親社會(huì)動(dòng)機(jī)及其日常顧客導(dǎo)向型服務(wù)行為之間的關(guān)系進(jìn)行研究。來自于一家著名的連鎖酒店的58個(gè)分店的109名員工完成了基本調(diào)研以及連續(xù)10個(gè)工作日(每日兩次)的日常調(diào)研。研究結(jié)果顯示員工日常的正面情緒與員工的親社會(huì)動(dòng)機(jī)均與員工每日的顧客導(dǎo)向型服務(wù)行為存在顯著的正向關(guān)系。此外,相比于高親社會(huì)動(dòng)機(jī)的員工而言,具有低親社會(huì)動(dòng)機(jī)的員工其日常的正面情緒與員工每日顧客導(dǎo)向型服務(wù)行為之間存在更加顯著的正向關(guān)系。上述研究結(jié)果對(duì)于幫助服務(wù)行業(yè)企業(yè)提升員工顧客導(dǎo)向型服務(wù)行為具有潛在的指導(dǎo)意義和應(yīng)用價(jià)值。
[Abstract]:In recent years, the staff management of the service industry has been paying more and more attention to the influence factors of customer oriented service behavior. This study uses journal research to study the relationship between employee emotion, pro social motivation and its daily customer oriented service behavior. From a famous chain hotel, 109 members of 58 stores are employed. The work completed the basic survey and the daily survey of 10 working days (two times a day). The results show that there is a significant positive relationship between the employees' daily positive emotion and the employee's Pro social motivation and the daily customer oriented service behavior. In addition, compared to the high pro social motivational employees, they have low Pro social mobility. There is a more significant positive relationship between the daily positive emotions of the employees and the daily customer oriented service behavior of the employees. The results are of potential guidance and application value to help service industry enterprises to improve employee oriented service behavior.
【作者單位】： 西安交通大學(xué)管理學(xué)院;過程控制與效率工程教育部重點(diǎn)實(shí)驗(yàn)室;西北工業(yè)大學(xué)管理學(xué)院;
【基金】：國(guó)家自然科學(xué)基金資助項(xiàng)目(71272002,70902066,71002049) 新世紀(jì)優(yōu)秀人才支持計(jì)劃資助項(xiàng)目(NCET-12-0439,NCET-11-0816) 西安交通大學(xué)中央高�；究蒲袠I(yè)務(wù)費(fèi)專項(xiàng)資金資助項(xiàng)目(08143053) 西北工業(yè)大學(xué)社科支持項(xiàng)目(No.RW201211) 陜西省青年科技新星支持計(jì)劃資助項(xiàng)目
【分類號(hào)】：F719;F272.92
，

本文編號(hào)：2101753