服务氛围理论及其对服务性企业管理实践的启示

近年来,欧美服务管理学者越来越重视服务氛围理论的研究。不少学者指出,服务氛围是影响员工的服务行为、顾客感知的服务质量以及企业的长期经济收益的一个重要因素。本文介绍欧美学者的服务氛围理论研究概况,并为服务性企业管理人员应如何营造浓厚的服务氛围提出一些建议。

Service Climate Theory and Its Practical Implications

In resent years, foreign service management scholars have attached more and more importance to the study on service climate. Many scholars pointed out that service climate could influence employees’ service behavior, customers’ perspective of service quality and organizations’long-term profit. In this paper, the authors introduce the study background of service climate theory, the definition and dimension of service climate, the antecedents and consequences of service climate, and give service managers some suggestions about how to create positive service climate.