服务企业员工互动响应能力的生成路径研究

营销科学学报 ›› 2015, Vol. 11 ›› Issue (1): 121-132.

服务企业员工互动响应能力的生成路径研究

卫海英，刘红艳

卫海英，暨南大学管理学院、暨南大学企业发展研究所教授，E-mail：tweihy@126.com。
刘红艳（通讯作者）, 暨南大学管理学院副教授，E-mail：hongyanliu2005@163.com。

出版日期:2015-03-01 发布日期:2015-05-07
基金资助:
本研究得到国家自然科学基金（71072126，71302152，71372169）、广东省自然科学基金（S2013040015169）和暨南大学企业发展研究所的资助，特此感谢。非常感谢评审专家所提出的宝贵修改意见和建议。

The Developing Path of Employee’s Interactive Response Capability in Modern Service Industry

Wei Haiying, Liu Hongyan

School of Management, Jinan University

Online:2015-03-01 Published:2015-05-07

摘要/Abstract

摘要：

互动是服务企业最基本的特征，服务质量产生于企业与顾客的互动过程中。服务企业中的企业-员工-顾客三维互动链处处面临着风险，员工是这条互动链的核心结;而员工对于企业互动战略的认识及于基础上产生的互动响应能力更是重点。本文通过对珠三角207家服务企业的414名管理者以及828名员工的配对调查，采用多层线性模型，分析和探究了服务企业员工互动响应能力的生成路径。本文创新性地提出并发现变革型领导风格不仅直接正向影响员工互动响应，而且还通过员工组织认同及其感知的服务氛围间接地正向影响员工互动响应。

关键词: 员工互动响应, 变革型领导风格, 组织认同, 服务氛围

Abstract:

Interaction is the most outstanding feature of modern service industry; service quality is rooted in the interaction between service company\employees and customers. However, the interaction chain between company\employees and customer is always at risk. Employee is on the core position of the chain, employee’s interaction response to the interaction strategy of the company is very important. This study aims to study the path how is employee’s interactive capability developed. Through a survey of 207 modern service companies with 414 middle managers and 828 employees, we found that transformational leadership has a direct positive effect on employee’s interactive response capability, organizational identification mediate the effect of transformational leadership on employee’s interactive response capability, service climate mediate the effect of organizational identification on employee’s interactive response capability. The results have important implications on how to improve service quality of the service company.

Key words: modern service industry, employee’s interactive response capability, transformational leadership, organizational identification, service climate

卫海英，刘红艳 . 服务企业员工互动响应能力的生成路径研究[J]. 营销科学学报, 2015, 11(1): 121-132.

Wei Haiying, Liu Hongyan. The Developing Path of Employee’s Interactive Response Capability in Modern Service Industry[J]. Journal of Marketing Science, 2015, 11(1): 121-132.