员工承诺通过组织公民行为的中介作用对服务绩效的影响——基于服务质量和协同过滤模型:来自中国酒店业的证据

IF 0.7 Q4 HOSPITALITY, LEISURE, SPORT & TOURISM European Journal of Tourism Hospitality and Recreation Pub Date : 2019-01-01 DOI:10.35248/2167-0269.19.8.405
M. Heydari, K. Lai
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引用次数: 11

摘要

本文重点探讨了影响酒店行业竞争力的核心因素——员工承诺和服务质量的潜在影响。本文基于综合模型和理论的实证研究,通过组织公民行为的中介作用,分析了员工承诺对服务质量的影响。本研究采用问卷调查法收集资料,计算Cronbach-Alpha信度,使用的问卷“Working Commitment”信度为0.766,Podsakoff OCB信度为0.846,SERVQUAL服务质量信度为0.960。本研究的样本为223名广东省酒店业员工。根据研究对态度和角色清晰度的影响可以是积极的,因为它会延长员工敬业度和有效的政治,但冲突不是也不能通过政治承诺的延长或减少与政治承诺沟通。组成部分考察了俄勒冈州组织公民行为的五个独特方面,包括利他主义、义务论、宽宏大量、文明、公民美德",作为对其服务质量的积极影响,这是可以改进的。这对发展和提高中国酒店业的竞争力具有重要意义。
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The Effect Employee Commitment on Service Performance through a Mediating Function of Organizational Citizenship Behaviour Using Servqual and Collaborative Filtering Modeling: Evidence From China’s Hospitality Industry
This article Centralizes on exploring the potential the effect of employee commitment and service quality, which are the core factors that affect competitiveness in the hospitality industry. This article analyzes the impact of employee commitment on the quality of service through the intermediate function of OCB in empirical research based on integrated models and theories. This study gathered information using surveys and calculated the reliability of the Cronbach-Alpha and used questionnaires are "Working Commitment with "0.766" reliability, Podsakoff OCB "0.846" reliability, SERVQUAL quality of service "0.960" reliability. The samples used in this study were 223 employees in Guangdong hospitality industry. According to the effects of research on the attitudes and role clarity can be positive as it will extend employee engagement and effective politics, but conflict is not and cannot communicate with a commitment to politics through political commitment to extend or decrease. Component examined five unique dimensions of organizational citizenship behaviour by Oregon, including altruism, deontology, magnanimity, civility, Virtue of citizens" as a positive influence on the quality of their services and this can be improved. It is significant to develop and raise the competitiveness of the Chinese hospitality industry.
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European Journal of Tourism Hospitality and Recreation
European Journal of Tourism Hospitality and Recreation HOSPITALITY, LEISURE, SPORT & TOURISM-
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