| 旅游企业内部服务质量、内部顾客导向对绩效的影响机制研究 |
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| 引用本文： | 宋哲,柳洲. 旅游企业内部服务质量、内部顾客导向对绩效的影响机制研究[J]. 价值工程, 2011, 30(16): 111-113 |
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| 作者姓名： | 宋哲 柳洲 |
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| 作者单位： | 1. 天津天狮学院,天津,301700
2. 天津大学,天津,300072 |
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| 基金项目： | 天津市科技发展战略研究计划(08ZLZLZT01100) |
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| 摘 要： | 本文基于对相关文献的研究,试图探索内部服务质量、内部顾客导向对绩效的影响,通过对天津市25家旅游企业212份员工样本的采集分析,提出并验证内部服务质量、内部顾客导向对员工绩效的影响机制模型。研究发现,内部服务质量对内部顾客导向具有显著的正向影响,内部顾客导向对员工绩效有直接正向影响,提高企业内部服务质量可以间接提升员工绩效水平。
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| 关 键 词： | 旅游企业 内部服务质量 内部顾客导向 绩效 影响机制 |
The Influence Mechanism of Internal Service Quality,Internal Customer Guidance and Performance of Tourism Enterprises |
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| Song Zhe,Liu Zhou. The Influence Mechanism of Internal Service Quality,Internal Customer Guidance and Performance of Tourism Enterprises[J]. Value Engineering, 2011, 30(16): 111-113 |
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| Authors: | Song Zhe Liu Zhou |
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| Affiliation: | Song Zhe;Liu Zhou(①Tianshi College,Tianjin 301700,China;②Tianjin University,Tianjin 300072,China) |
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| Abstract: | This study explores the influence mechanism of internal service quality,internal customer guidance and performance.Based on a sample of 212 employees from 25 tourism enterprises,we develop and examine the influence of internal service quality and internal customer guidance on performance.The results demonstrate that internal service quality will positively impact internal customer guidance,and internal customer guidance will positively impact performance.Enhancing the level of internal service quality will ... |
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| Keywords: | tourism enterprises internal service quality internal customer guidance performance influence mechanism |
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