【摘要】 本文作者对13家宾馆和餐馆进行了一次实证研究,探讨中、高层管理人员的公仆型领导风格和部门的集体情感性归属感对员工服务质量的影响。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,间接影响员工服务质量。此外,部门的集体情感性归属感会调节员工个人的工作满意感对服务质量的影响,部门的公仆型领导氛围会调节员工的情感性归属感对服务质量的影响。更多还原

【Abstract】 Having conducted an empirical study of 13 hotels and restaurants,the authors explore the impact of the style of "servant-type"leadership and their collective and affective commitment to various departments(including medium-and high-rank administrative personnel) on employees’ service quality.The study results of HLM analysis indicate that the atmosphere of "servant-type"leadership will indirectly affect employees’ service quality through their leading atmosphere in various departments.Employees’ persception of the leading style of leadership will indirectly affect their service quality through their perception of work style of responsible persons in their departments.In addition,the collective and affective commitment to their departments will regulate the impact of employees’ individual work satisfaction on service quality.The atmosphere of"servant-type"leadership in various departments will regulate the impact of employees’ emotional commitment on their service quality.更多还原