组织学习氛围与个人适应性倾向特质对一线员工顾客需求知识的影响

营销科学学报

组织学习氛围与个人适应性倾向特质对一线员工顾客需求知识的影响

谢礼珊，彭家敏

谢礼珊，博士，中山大学管理学院教授、博士生导师，E-mail: mnxls@mail.sysu.edu.cn。
彭家敏，博士，广东工业大学管理学院讲师、博士后，通讯作者，E-mail:jmctu@163.com。

出版日期:2012-09-01 发布日期:2013-03-26
基金资助:
本文受国家自然科学基金资助项目“服务型企业一线员工顾客需求知识（CNK）研究”（71172166）和广东省自然科学基金资助项目“服务型企业一线员工顾客需求知识（CNK）的跨层次研究”（S2011010001540）资助。

Impact of Organizational Learning Climate and Employee Predispositions to Adapt on Frontline Employee’s Customer Need Knowledge (CNK)

Xie Lishan, Peng Jiamin

Xie Lishan, School of Business, Sun Yat-sen University;
Peng Jiamin， School of Management, Guangdong University of Technology.

Online:2012-09-01 Published:2013-03-26

摘要/Abstract

摘要：

随着营销科学从商品主导逻辑范式向服务主导逻辑范式的转变，如何重视“知识和技能”的交换以获取竞争优势成为理论界和业界共同关注的问题。本项研究从组织和员工两个层次对服务过程中一线员工顾客需求知识（CNK）水平的影响因素进行探讨，对36个旅行社营业厅的一线员工和顾客进行匹配调研，研究团队的组织学习氛围与个人适应性倾向特质（学习目标导向、服务导向和自我监控）对员工CNK水平的影响。多层次线性模型分析结果表明，团队学习氛围和学习目标导向、服务导向与自我监控三类适应性倾向特质对一线员工CNK水平有显著的正向影响。作者对研究结果进行了讨论，提出了相关的管理建议，并对今后的研究方向给出了一些看法。

关键词: 一线员工的顾客需求知识（CNK）, 组织学习氛围, 学习目标导向, 服务导向, 自我监控

Abstract:

With transition of marketing science from goods-dominant logic to service-dominant logic, how to value “knowledge and skills” exchange for acquiring core competitive advantage become a hot topic for both academic and practical departments. This study explores the antecedents of frontline employees’ customer need knowledge (CNK) at both team level and the individual level. Using employees and customers’ matched-questionnaires data collected from 36 travel agency outlets in Guangzhou, the authors test the impacts of team learning climate and employee predispositions to adapt (learning goal orientation, service orientation and self-monitoring) on CNK. The results of Multivariate Data Analysis indicate that team learning climate, learning goal orientation, service orientation and self-monitoring are important antecedents to CNK. Implication of the findings, contributions and limitations, and direction for future research are also discussed.

谢礼珊，彭家敏. 组织学习氛围与个人适应性倾向特质对一线员工顾客需求知识的影响[J]. 营销科学学报.

Xie Lishan, Peng Jiamin. Impact of Organizational Learning Climate and Employee Predispositions to Adapt on Frontline Employee’s Customer Need Knowledge (CNK)[J]. Journal of Marketing Science.