基于组织支持感的服务企业员工顾客导向形成机理研究

服务企业员工感知组织支持是顾客导向形成的重要前置因素.实证研究表明,员工情绪和感知在其中发挥显著的中介作用,感知组织支持能够舒缓员工的情绪付出,增强心理授权感和组织内部社会资本,进而强化员工的学习承诺,从而决定其顾客导向的方向和强度.因此,管理者需把握员工需求,有效提升其组织支持感,目的在于引发员工心理层面积极的连锁反应.

Study on the Formation Mechanism of Customer-oriented Based on POS in Service Industry

POS is an important predisposing factor to form customer-oriented.An empirical study shows that employees'emotion and perception play a significant intermediary role.POS can ease employees'mood,enhance psychological empowerment and social capital in the organization,and further enhance employees'commitment and determine the direction and strength of customer-oriented.Therefore,managers need to grasp the employees'needs to effectively enhance their POS for the purpose of triggering a positive reaction chain.