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银行业大变革时代,价值链重构、经营战略调整势在必行。为此,通过问卷调查获取了大、中、小三类银行共312名员工的一手数据,运用结构方程模型实证研究了组织认同的中介效应和组织规模的调节效应。结果表明:顾客导向、魅力型领导感知对员工组织认同和服务绩效正向影响显著;组织认同在顾客导向与员工服务绩效间具有部分中介作用,在魅力型领导感知与员工服务绩效间起到完全中介作用;而组织规模的调节作用通过组织认同的中介效应进而影响员工服务绩效。因此,银行业需要继续强化员工顾客导向理念,采用软管理模式;同时,加快配套改革,全面发挥出魅力型领导的内部挖潜功能以及组织认同的纽带作用。
In the era of great banking reform, restructuring of value chain and adjustment of business strategy are imperative. To this end, we obtained the first-hand data of 312 employees from large, medium and small-sized banks through questionnaire survey, and empirically studied the mediating effect of organizational identity and the regulatory effect of organizational scale by using structural equation model. The results show that: customer-oriented and charismatic leadership perception have a significant positive impact on employee organizational identity and service performance; organizational identity has partial intermediary role between customer orientation and employee service performance, and plays a complete role in the relationship between charismatic leadership perception and employee service performance Intermediary role; and the regulatory role of organizational size through organizational identity intermediary effect and thus affect employee service performance. Therefore, the banking industry needs to continue to reinforce the concept of employee-oriented customers and adopt a soft management model. Meanwhile, the banking sector needs to speed up complementary reforms and give full play to the internal tapping potential of the charismatic leadership and the link between organizational identities.