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互动是服务企业最基本的特征,服务质量产生于企业与顾客的互动过程中。服务企业中的企业一员工一顾客三维互动链处处面临着风险,员工是这条互动链的核心结;而员工对于企业互动战略的认识及其基础上产生的互动响应能力更是重点。本研究通过对珠三角207家服务企业的414名管理者以及828名员工的配对调查,采用多层线性模型,分析和探究了服务企业员工互动响应能力的生成路径。本研究创新性地提出并发现变革型领导风格不仅直接正向影响员工互动响应,而且还通过员工组织认同及其感知的服务氛围间接地正向影响员工互动响应。
Interaction is the most basic feature of service enterprises, service quality arising from the interaction between enterprises and customers. In the service enterprise, the enterprise-employee-customer 3D interactive chain faces the risk everywhere. Employees are the core knot of this interactive chain. Employees’ understanding of the enterprise interaction strategy and the interactive response capability based on them are more important. Based on the paired survey of 414 managers and 828 employees in 207 service enterprises in the Pearl River Delta, this study uses multi-level linear model to analyze and explore the generation path of interactive response ability of service employees. This study creatively proposes and finds that the transformational leadership style not only has a direct positive impact on employees’ interactive response, but also directly affects staff’s interactive response indirectly through staff organizational identity and perceived service atmosphere.