支持型领导与授权氛围对旅游企业员工服务质量的影响

文章基于对我国52个旅游企业进行的实证研究,同时检验企业层次变量（企业的支持型领导氛围、授权氛围、员工服务行为评估氛围）和部门层次变量（部门的支持型领导氛围、心理受权氛围）对员工服务质量的影响。多层次线性模型分析结果表明,企业和部门的支持型领导氛围、部门的心理受权氛围和员工的心理受权对员工的服务质量都有显著的正向影响。此外,企业的支持型领导氛围会调节部门的支持型领导氛围、心理受权氛围和员工的工作满意感对员工服务质量的影响,部门的支持型领导氛围会调节员工的角色模糊、心理受权和工作满意感对服务质量的影响,部门的心理受权氛围会调节员工的角色负担过重对服务质量的影响。

The Impact of Supportive Leadership and Empowerment Climate on Employees' Service Quality in Business Firms of Hospitality Industry

Having conducted an empirical study of 52 business firms in the hospitality Industry,the author explores the crosslevel effects of organizational and department supportive leadership climates,organizational climates for empowerment and behavior-based performance evaluation,department psychological empowerment climate on employees ＇ supervisor-rated service quality.The results of HLM analysis indicate that organizational and department supportive leadership climates,department psychological empowerment climate,and employees ＇ psychological empowerment are all positively related to service quality.The results of HLM also indicate that organizational supportive leadership climate has interactive effects with department supportive leadership climate,department psychological climate,and employees＇job satisfaction on service quality,department supportive leadership climate has interactive effects with employees ＇ perceptions of role ambiguity,psychological empowerment,and job satisfaction on service quality,department psychological empowerment climate has interactive effects with employees ＇ overloaded role on service quality.