从员工感知视角理解敬业精神与创新行为-基于工作要求与资源的跨层次研究

If employees of service industry consider their service contents from customer's perspective, the contents which the organization request can be delivered more accurately and also customers can feel the temperature and the unique experience and feelings. Through appropriate management measures, organizations can help employees adjust their personal emotional performance, which will help improve customer satisfaction, the company's overall image and operating performance.When perceiving insecure or injustice from the work environment, employees will lower their organizational cohesion and even do unfavorable behavior to the organization.This phenomenon should be paid more attention in service industry. Therefore, the research took employees of service industry as studied subject and used across level method to analyze the data. The research model focused mainly on Job Demand-Resource Model supplemented by organizational identification and Chinese guanxi climate. Employees and their directive supervisors were sampled to measure the performance of their behavior. The result of the research show that service industry should pay more attention on employees’ feelings and identification to lead employees make scientific rational decisions which are favorable to organizations. The result has practical application value to enterprises to promote stability of competitive position and achieve rapid growth.

服务业员工能够发自内心地从顾客的角度思考服务提供的内容，这将能更精确地传递组织所要求的服务内容，顾客也能因此感受到有温度的和独特的体验与感受。对于组织而言，若能透过适当的管理措施，协助员工调节个人的情绪表现，这将有利于提高顾客满意度、公司整体形象以及经营成效。所以，当员工知觉到所处的工作环境不安全或是不公平时，那么其对于组织的向心力就会降低，甚至不会有利于组织的行为产生；此现象在服务业中更应该备受重视。因此，本课题将针对国内服务业员工为研究对象，并以工作需求与资源模式为主，以员工对组织的认同感和华人式关系氛围为辅建构研究模型；研究方法上则采用跨层次研究法，同时对员工和其直属主管取样，以测量其行为绩效。研究结论为服务业应多关注员工的心理感受和认同感，促使员工进行科学合理且有利于企业的行为决策。此结果将对推动企业稳定竞争地位或实现快速增长方面有很高的应用价值。

在华人组织管理上，正式的政策、制度与流程蕴含着人治与关系的本质。对于组织而言，若能透过适当的管理措施，协助员工调节个人的情绪表现，这将有利于提高顾客满意度、公司整体形象以及经营成效。所以，当员工知觉到所处的工作环境不安全或是不公平时，那么其对于组织的向心力就会降低，甚至不会有利于组织的行为产生。本研究以工作需求与资源模式为主体，展开一系列关于工作需求资源模式与员工工作行为间的影响研究；并结合感情事件理论和情绪感染理论，以员工对组织的认同感和华人式关系氛围为辅建构研究模型。然后透过大规模的调查，采用配对样本的方式采集不同企业单位主管和员工的问卷数据，以及多时点的问卷法来收集研究数据。并利用跨层次研究法检验理论模型与假设。同时，本研究还考察关系X情绪调节X工作家庭冲突的三维效果是否对于员工的工作表现有所影响。在此研究基础上为组织建立有效增加员工工作表现的机制与管理方式。

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