服务员工工作满意度对服务质量的作用机理研究
摘要
工作满意度是指员工对工作层面的满意与不满意因素予以平衡后,对自己的工作所持有的积极态度。目前,无论是在学术界还是在实践界,工作满意度已经成为组织行为研究的一个热点,形成了大量的研究成果,但有关工作满意度与工作绩效的关系还存在许多争论。随着服务业在国民经济中的比重日益加大,服务员工作为企业与顾客联系的纽带,其为顾客提供的服务质量高低成为决定企业成败的关键。在服务性企业中,由于服务质量的高低不受管理者的控制并不能脱离服务员工而存在,因此只有满意的服务员工才更可能帮助顾客。正是在这一情景下,本研究选择服务员工这个特殊群体作为研究对象,考察服务员工工作满意度对服务质量的影响机制以及服务员工工作满意度的现状,试图打开服务员工工作满意度对服务质量的影响机制这一“黑箱”。
本研究在概念模型的构思思路上主要考虑了四点：(1)服务员工在与顾客交往过程中,顾客不仅会根据服务员工服务技能、服务态度和服务行为来判断服务员工的服务质量,还会根据企业的服务设施、服务设备和服务环境对服务质量进行判定,因此本研究将服务质量划分为软质量和硬质量两个维度；(2)按照对员工行为的分类及“态度—→行为—→绩效”这一逻辑关系,服务员工工作满意度可能通过组织公民行为和离职倾向对服务质量产生影响；(3)以往关于工作满意度与工作产出关系的研究,忽视了生活领域变量的作用,因此本研究考察生活满意度在服务员工工作满意度对其服务质量影响机制中的作用；(4)如果服务员工工作满意度对服务质量具有预测作用,那么这种预测作用是否受到组织支持感的影响。
本研究采用国内外相关文献中的成熟量表调查了全国10个城市22家6类服务性企业,最后获得了454份有效问卷。以SPSS13.0和Amos7.0作为统计软件工具,通过描述性统计、均值分析、t检验、方差分析、因子分析、分层回归分析和结构方程模型等分析方法检验了研究假设。
通过数据分析,得出了如下研究结论：
(1)服务员工工作满意度结构按权重从大到小依次包括领导行为、工作回报、工作激励、管理措施和团队合作,服务员工的总体满意度较高,其中领导行为维度满意度最高,工作回报维度满意度最低。
(2)服务员工工作满意度对组织公民行为、生活满意度和软质量、硬质量有显著的正向影响；对离职倾向有显著的负向影响。同时服务员工工作满意度各维度对组织公民行为、离职倾向、生活满意度及软质量、硬质量的影响各有侧重。
(3)组织公民行为、生活满意度在服务员工工作满意度与软质量间存在部分中介效应,而离职倾向在服务员工工作满意度与软质量间则不存在中介效应；组织公民行为、生活满意度和离职倾向在服务员工工作满意度与硬质量间不存在中介效应。
(4)组织支持感在服务员工工作满意度与软质量、硬质量之间均有显著的调节作用。
(5)不同的人口学和组织学特征变量对服务员工工作满意度均有着不同程度的影响。
最后,本研究依据研究结论,就如何改善服务质量,提出了相应的管理对策,并针对本研究的局限性提出了后续的研究方向。
Job satisfaction prescribes that the employees have the positive attitude to their own work, when they have balanced the unsatisfying and the satisfying factors of the job. Currently, job satisfaction has become a hot topic in organizational behavior research, discussed widely in the academic community and the operational community. A large number of research findings have been published. But there are also many arguments about the relationship between job satisfaction and job performance. With the proportion of service industry in the national economy growing, service employees become a link between businesses and customers, service quality provided to customers determines whether the enterprises succeed or not. In the service industry, the service quality can't be controlled by managers, and also it couldn't exist if apart from the service employees. Therefore, only the satisfying service employees are likely to help customers. Hence, this study choose service employees as research object, and find out the mechanism and status on the relationship between service employees' job satisfaction and service quality. This paper attempt to open the "black box" that service employees'job satisfaction affects on service quality.
In my paper, the idea of thinking on the conceptual model takes into account four contents:(1) In the process of contact between service employees and customers, customers judge the service quality provided by service employees not only according to the skills、attitude and behavior of service employees, but also the establishment、equipment and environment of the businesses. Therefore, service quality has been divided into two dimensions:soft quality and hard quality. (2) In accordance with classification of the acts of employees and the logic relationship among "attitude—→behavior—→performance", service employees' job satisfaction may affect service quality for organizational citizenship behavior and turnover intention. (3) Previous study between job satisfaction and job output neglected life variables. Therefore, this study investigated the role of life satisfaction in the impact of service employees' job satisfaction on service quality. (4) If service employees' job satisfaction can predict the service quality, whether the function of the prediction can be influenced by perceived organizational support or not.
In the study, we adopted the maturity scale in related literature, and there were 22 enterprises among 6 classes service enterprises from 10 cities in china, then 454 valid questionnaires were made certain. The statistical tools SPSS 13.0 and Amos7.0 were used to examine the research hypothesis by descriptive statistics, the mean value, t-test, variance analysis, factor analysis, hierarchical regression analysis and structural equation models analysis.
With data analysis, we reached the following conclusions:
.(1) The structure of service employees' job satisfaction by weight in decreasing order, including leadership behavior, work motivation, work returns, management measure and team-work. We find that the general satisfaction of the service employees is higher, and leadership behavior dimension with the highest satisfaction, work return dimension with the lowest satisfaction.
(2)Service employees' job satisfaction has significant positive effect on organizational citizenship behavior, life satisfaction, soft quality and hard quality. And it has highly negative effect on turnover intention. Meanwhile, the different dimensions of service employees'job satisfaction have different effect on organizational citizenship behavior, turnover intention, life satisfaction, soft quality and hard quality.
(3) Organizational citizenship behavior and life satisfaction play a partly mediating role between job satisfaction and soft quality of service employees. But turnover intention isn't mediating between job satisfaction and soft quality of service employees. Organizational citizenship behavior, turnover intention and life satisfaction are not mediating between job satisfaction and hard quality of service employees.
(4) Perceived organizational support moderates the relationship between job satisfaction and soft quality, hard quality of service employees'job satisfaction.
(5) Different demographic and organizational variables have different effects on service employees'job satisfaction.
Finally, according to the research findings above, relevant management countermeasures are brought forth on the basis of how to improve service quality. Afterwards some advices are given to brighten a path of journey for future research to avoid the potential limitations.
本研究在概念模型的构思思路上主要考虑了四点：(1)服务员工在与顾客交往过程中,顾客不仅会根据服务员工服务技能、服务态度和服务行为来判断服务员工的服务质量,还会根据企业的服务设施、服务设备和服务环境对服务质量进行判定,因此本研究将服务质量划分为软质量和硬质量两个维度；(2)按照对员工行为的分类及“态度—→行为—→绩效”这一逻辑关系,服务员工工作满意度可能通过组织公民行为和离职倾向对服务质量产生影响；(3)以往关于工作满意度与工作产出关系的研究,忽视了生活领域变量的作用,因此本研究考察生活满意度在服务员工工作满意度对其服务质量影响机制中的作用；(4)如果服务员工工作满意度对服务质量具有预测作用,那么这种预测作用是否受到组织支持感的影响。
本研究采用国内外相关文献中的成熟量表调查了全国10个城市22家6类服务性企业,最后获得了454份有效问卷。以SPSS13.0和Amos7.0作为统计软件工具,通过描述性统计、均值分析、t检验、方差分析、因子分析、分层回归分析和结构方程模型等分析方法检验了研究假设。
通过数据分析,得出了如下研究结论：
(1)服务员工工作满意度结构按权重从大到小依次包括领导行为、工作回报、工作激励、管理措施和团队合作,服务员工的总体满意度较高,其中领导行为维度满意度最高,工作回报维度满意度最低。
(2)服务员工工作满意度对组织公民行为、生活满意度和软质量、硬质量有显著的正向影响；对离职倾向有显著的负向影响。同时服务员工工作满意度各维度对组织公民行为、离职倾向、生活满意度及软质量、硬质量的影响各有侧重。
(3)组织公民行为、生活满意度在服务员工工作满意度与软质量间存在部分中介效应,而离职倾向在服务员工工作满意度与软质量间则不存在中介效应；组织公民行为、生活满意度和离职倾向在服务员工工作满意度与硬质量间不存在中介效应。
(4)组织支持感在服务员工工作满意度与软质量、硬质量之间均有显著的调节作用。
(5)不同的人口学和组织学特征变量对服务员工工作满意度均有着不同程度的影响。
最后,本研究依据研究结论,就如何改善服务质量,提出了相应的管理对策,并针对本研究的局限性提出了后续的研究方向。
Job satisfaction prescribes that the employees have the positive attitude to their own work, when they have balanced the unsatisfying and the satisfying factors of the job. Currently, job satisfaction has become a hot topic in organizational behavior research, discussed widely in the academic community and the operational community. A large number of research findings have been published. But there are also many arguments about the relationship between job satisfaction and job performance. With the proportion of service industry in the national economy growing, service employees become a link between businesses and customers, service quality provided to customers determines whether the enterprises succeed or not. In the service industry, the service quality can't be controlled by managers, and also it couldn't exist if apart from the service employees. Therefore, only the satisfying service employees are likely to help customers. Hence, this study choose service employees as research object, and find out the mechanism and status on the relationship between service employees' job satisfaction and service quality. This paper attempt to open the "black box" that service employees'job satisfaction affects on service quality.
In my paper, the idea of thinking on the conceptual model takes into account four contents:(1) In the process of contact between service employees and customers, customers judge the service quality provided by service employees not only according to the skills、attitude and behavior of service employees, but also the establishment、equipment and environment of the businesses. Therefore, service quality has been divided into two dimensions:soft quality and hard quality. (2) In accordance with classification of the acts of employees and the logic relationship among "attitude—→behavior—→performance", service employees' job satisfaction may affect service quality for organizational citizenship behavior and turnover intention. (3) Previous study between job satisfaction and job output neglected life variables. Therefore, this study investigated the role of life satisfaction in the impact of service employees' job satisfaction on service quality. (4) If service employees' job satisfaction can predict the service quality, whether the function of the prediction can be influenced by perceived organizational support or not.
In the study, we adopted the maturity scale in related literature, and there were 22 enterprises among 6 classes service enterprises from 10 cities in china, then 454 valid questionnaires were made certain. The statistical tools SPSS 13.0 and Amos7.0 were used to examine the research hypothesis by descriptive statistics, the mean value, t-test, variance analysis, factor analysis, hierarchical regression analysis and structural equation models analysis.
With data analysis, we reached the following conclusions:
.(1) The structure of service employees' job satisfaction by weight in decreasing order, including leadership behavior, work motivation, work returns, management measure and team-work. We find that the general satisfaction of the service employees is higher, and leadership behavior dimension with the highest satisfaction, work return dimension with the lowest satisfaction.
(2)Service employees' job satisfaction has significant positive effect on organizational citizenship behavior, life satisfaction, soft quality and hard quality. And it has highly negative effect on turnover intention. Meanwhile, the different dimensions of service employees'job satisfaction have different effect on organizational citizenship behavior, turnover intention, life satisfaction, soft quality and hard quality.
(3) Organizational citizenship behavior and life satisfaction play a partly mediating role between job satisfaction and soft quality of service employees. But turnover intention isn't mediating between job satisfaction and soft quality of service employees. Organizational citizenship behavior, turnover intention and life satisfaction are not mediating between job satisfaction and hard quality of service employees.
(4) Perceived organizational support moderates the relationship between job satisfaction and soft quality, hard quality of service employees'job satisfaction.
(5) Different demographic and organizational variables have different effects on service employees'job satisfaction.
Finally, according to the research findings above, relevant management countermeasures are brought forth on the basis of how to improve service quality. Afterwards some advices are given to brighten a path of journey for future research to avoid the potential limitations.
引文
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