【摘要】 通过对在13家宾馆和餐馆进行的实证研究,探讨饭店中、高层管理人员的公仆型领导风格、部门的服务氛围与员工集体的情感性归属感对员工的服务质量的影响。多层次线性模型分析结果表明,企业的公仆型领导氛围会通过部门的公仆型领导氛围,间接影响员工的服务质量;员工感知的企业负责人的公仆型领导风格会通过员工感知的部门负责人的公仆型领导风格,间接影响员工的服务质量。此外,部门的服务氛围会调节员工的工作满意感对他们的服务质量的影响,部门员工集体的情感性归属感会调节员工个人的情感性归属感对他们的服务质量的影响。更多还原

【Abstract】 The authors have done an empirical study in 13 hotels and restaurants to investigate the impact of servant leadership,departmental service climate and collective affective organizational commitment on employees’ service quality. The results of HLM analysis indicate that organizational servant leadership climate has indirect effects on employees’ service quality through departmental servant leadership climate,and employees’ perception of organizational servant leadership has indirect effects on employees’ service quality through employees’ perception of departmental servant leadership. The results also indicate that departmental service climate moderates the relationship between employees’ job satisfaction and their service quality,collective affective organizational commitment moderates the relationship between employees’ affective organizational commitment and their service quality.更多还原