摘要
通过对310名服务员工进行多阶段调研,运用SPSS 19.0和AMOS 17.0统计软件对数据结果进行分析,以揭示家庭-工作界面对服务员工主动服务顾客行为的影响及服务氛围在其间的调节作用,结果表明:家庭-工作增益对主动服务顾客行为有正向影响;家庭-工作平衡对主动服务顾客行为有正向影响;随着服务氛围的提高,家庭-工作冲突对主动服务顾客行为的负向影响将减弱;随着服务氛围的提高,家庭-工作平衡对主动服务顾客行为的正向影响将增强。
A multi-phase survey of 310 service employees was made,and SPSS 19.0 and AMOS 17.0 analytic tools were applied to reveal the effect of family-work interface on proactive customer service behavior as well as the regulating effect of service climate.The results showed that family-work enrichment has positive effect on proactive customer service behavior,and family-work balance has positive effect on proactive customer service behavior.Moreover,service climate has negative moderating effect between family-work conflict and proactive customer service behavior,and the positive effect of family-work balance on proactive customer service behavior will be enhanced with the improvement of service climate.
出处
《东北大学学报（社会科学版）》
CSSCI
北大核心
2017年第1期20-26,共7页
Journal of Northeastern University(Social Science)
基金
国家自然科学基金资助项目(71272162
71401028)
辽宁省社会科学规划基金资助项目(L15BGL036)
河北省高等学校人文社会科学研究青年拔尖资助项目(BJ201607)
中央高校基本业务科研费资助项目(N142303005)
东北大学秦皇岛分校校内博士基金资助项目(XNB201705)
