摘要
服务企业员工感知组织支持是顾客导向形成的重要前置因素。实证研究表明,员工情绪和感知在其中发挥显著的中介作用,感知组织支持能够舒缓员工的情绪付出,增强心理授权感和组织内部社会资本,进而强化员工的学习承诺,从而决定其顾客导向的方向和强度。因此,管理者需把握员工需求,有效提升其组织支持感,目的在于引发员工心理层面积极的连锁反应。
POS is an important predisposing factor to form customer-oriented.An empirical study shows that employees＇emotion and perception play a significant intermediary role.POS can ease employees＇mood,enhance psychological empowerment and social capital in the organization,and further enhance employees＇commitment and determine the direction and strength of customer-oriented.Therefore,managers need to grasp the employees＇needs to effectively enhance their POS for the purpose of triggering a positive reaction chain.
出处
《科技管理研究》
北大核心
2010年第14期158-161,共4页
Science and Technology Management Research
关键词
组织支持感
情绪劳动
心理授权
顾客导向
POS
emotional labor
psychological empowerment
customer-oriented
