【摘要】 旅游企业员工服务导向的组织公民行为对顾客的满意感有重大的影响。旅游企业应做好员工选聘、入职培训、业绩考核、奖励、员工福利、授权等方面的管理工作,促使员工认同企业服务导向的价值观念,与企业建立长期互信的社会交换关系,增强员工的受权意识,激励员工表现服务导向的组织公民行为,为游客提供优质的服务。更多还原

【Abstract】 Tourism enterprises should perform good management tasks as staff recruiting, on-position training, performance evaluating, welfare and empowerment, help staff to recognize company’s value to build lasting trust, enhance their empowerment awareness, encourage their service oriented organization citizen behaviors so to provide customers with quality services.更多还原