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服务型企业为顾客提供的价值包含在员工根据具体情境做出适应性行为的“服务交换”过程中,一线员工工作灵活性的管理成为企业利润管理的重要问题。本研究对32位与顾客直接接触的酒店服务业基层管理人员和服务人员进行深度访谈,运用扎根理论编码分析,结合服务定制化、适应性绩效等相关领域的研究成果,探讨一线员工服务适应性行为的内涵、特征和行为表现。研究结果表明,服务适应性有三种不同的行为模式,分别为主动性适应行为(包括积极工作行为和主动的人—环境匹配行为)、反应性适应行为(服务接触中的交往适应性行为和供应适应性行为)和容忍性适应行为(员工应对不确定情境和应对压力的行为)。研究结果深化了学术界对这一概念的理论研究,对适应性管理理论的发展有一定的贡献。
The value that service-oriented enterprises provide to customers includes the process of “service exchange” where employees make adaptive behaviors according to specific situations. The management of the flexibility of front-line employees becomes an important issue in corporate profit management. In this study, we conducted in-depth interviews with 32 grass-roots management personnel and service personnel in hotel service industry who are in direct contact with customers. Using the grounded theory coding analysis, combined with the research results of service customization and adaptive performance, Connotation, characteristics and behavior of behavior. The results show that there are three different patterns of service adaptability: active adaptive behavior (including positive working behavior and proactive human-environment matching behavior), reactive adaptive behavior (communicative adaptive behavior and supply in service contact Adaptive Behavior) and Tolerate Adaptive Behavior (Employee Respond to Uncertain Situations and Coping with Stress). The findings deepen the academic research on this concept and make some contribution to the development of adaptive management theory.