主管支持感、组织氛围对服务补救绩效的影响

Influence of Perceived Supervisor Support and Organizational Climate on Service Recovery Performance

中文关键词:  主管支持感  组织氛围  服务补救绩效

英文关键词:perceived supervisor support  organizational climate  service recovery performance

中文摘要:

      理论界认为服务补救是服务企业提高顾客满意度和忠诚度的重要手段,但对如何提升服务补救绩效却鲜有探讨。文章基于服务补救绩效的组织内部影响因素,分析了主管支持感、组织氛围与服务补救绩效的关系,运用问卷调查和结构方程模型进行了实证检验。研究发现:当员工需要用服务补救来缓解其服务失误时,员工的主管支持感不能直接提升服务补救绩效,组织氛围在主管支持感与服务补救绩效的关系中发挥完全中介作用,主动沟通和宽容、相互鼓励是组织氛围发挥效应的两个重要方面。服务企业的部门主管应支持员工主动沟通和交流,营造一个宽容且相互鼓励的氛围,提高服务补救绩效。

英文摘要:

      Researchers believe that service recovery is an important method for service enterprises to improve customers' satisfaction and loyalty, but few researches focus on how to improve service recovery performance. Based on the internal organizational factors of service recovery performance, this study examines the influence of perceived supervisor support and organizational climate on service recovery performance, using questionnaires and structural equation model. The results indicate that perceived supervisor support cannot directly improve service recovery performance when employees need to relieve their service failure, and that organizational climate has a mediating effect on the relationship between perceived supervisor support and service recovery performance, in which active communication and lenience, and mutual encouragement are two important aspects of organizational climate to play its role. Head of service enterprises should support staff in active communication, create an atmosphere of tolerance and mutual encouragement to improve the service recovery performance. 