摘要
文章从员工角色理论出发,提出从角色冲突,角色模糊,角色负荷三个维度来衡量角色管理对员工服务质量的影响作用,并提出相关假设及验证假设的理论模型。最后采用规范的研究方法与结构方程模型对样本数据和运行结果进行了分析和评价,最终得出至少在电力服务企业,缓解角色冲突、角色模糊、角色负荷的角色管理对其所提供的服务质量有不同程度正向的推动的作用,其中缓解角色模糊问题对服务质量影响最大。从而为服务企业的服务质量的改进和企业形象提升提供理论依据与实践模型。
This paper based on the staff role theory, raises the influence on staff service quality by measuring organization＇s role management policies in terms of role conflict, role ambiguity and role load. Meanwhile, it also proposes relevant assumptions and theoretical model for validating these assumptions. In the end, standardized research methods and structural equation modeling are applied on sample data and results are analyzed and evaluated. The conclusion is thus made that easing role management policies on role conflict, role ambiguity and role load will more or less have different levels of positive effect in promoting the services they provide, among which role ambiguity plays the greatest impact on service quality. Then they provide theoretical basis and practice models for improving service quality of Enterprise Services and enhancing corporate image.
出处
《华东经济管理》
CSSCI
2010年第4期92-96,共5页
East China Economic Management
基金
国家社会科学基金资助项目(08BZX011)
关键词
角色管理
角色冲突
角色模糊
角色负荷
服务质量
结构方程模型
role management
role conflict
role ambiguity
role - load
structural equation
modeling of sample data
