内部服务质量研究前沿探析与未来展望

内部服务质量管理理念不仅适用于传统的服务企业,而且适用于包括工业企业和公共事业单位在内的不同组织。作为提高组织绩效的核心要素,内部服务质量是内部营销、质量管理和人力资源管理的重要内容。本文对有关内部服务质量概念内涵、维度与测量、影响结果等问题的已有研究文献进行了梳理和评介,在此基础上探讨了现有研究还存在的问题,并对未来的研究方向进行了展望

高校教师心理契约的结构探索

中国高校教师心理契约是一个多维构念:学校责任由生存保障、制度支持、资源支持、沟通参与、成长发展五个维度构成;教师责任由敬业守规、关心学生、科研投入、认同支持、活动参与五个维度构成。将心理契约管理理念渗透到学校人力资源管理的具体环节,采用综合的手段建立和谐、良性的雇佣关系,才能实现人的全面发展以及学校的学术和效率目标

The Impact of Professional Moral Distress from the Perspective of Organization-person Fit——An Empirical Study on Service Staff

文章从组织环境与个人的匹配、互动等理论视角出发,以容易遭受职场伦理困境的681名服务人员为调查对象,运用结构方程模型和回归分析对职场伦理困境的形成机制与影响结果进行检验。研究结果表明,职场伦理困境对组织归属感和职业归属感有显著的负向影响,会部分中介组织伦理氛围对两类归属感的影响;组织伦理氛围与个人伦理水平对职场伦理困境产生交互影响,即对于伦理取向标准较高的个人,组织伦理氛围对职场伦理困境的抑制作用更为显著。Based on the theoretical perspective of fit and interaction of organization environment and individuals, 681 servicestaff who are easily involved in professional moral distress were surveyed.Structure equation modeling and regression analysiswere used to test the formation mechanism of professional moral distress and its influence consequences.The results show thatprofessional moral distress has a significant negative impact on organizational commitment and professional commitment, andpartially mediates the impact of organizational ethical climate on these two types of commitments.Organizational ethical cli-mate and individual ethical level have the interaction effect on professional moral distress.That is, for individuals with higherethical standards, organizational ethical climate has a greater negative impact on professional moral distress.国家自然科学基金项目(71102062;71202081

新生代员工的特点与管理对策

新生代员工具有与年长员工不同的特点与需要。企业人力资源管理工作必须适应新生代员工的需要,做出积极、有远见的反应与决策,才能更好地吸引、激励、留住新生代中的优秀人才

Supply Chain Management Based on Corporate Social Responsibility——Evaluation System and Performance Testing

我国企业承担社会责任,是参与国际竞争、顺应社会责任国际标准化趋势的必然要求。本文从供应链利益相关群体的角度,对社会责任的组成成分进行计量,并对企业社会责任与供应链管理绩效的关系进行了实证检验。研究发现,企业社会责任包括供应商责任、客户责任、环保责任、员工权益保障、社会道义责任5个组成成分;企业承担社会责任,会对供应链管理绩效(客户服务、内部效率和经济效益)产生积极的影响。In order to compete in global market and meet the international standardized trend of social responsibility,Chinese enterprises are required to take social responsibility of supply chain.Based on the view of stakeholder theory,we conduct an empirical study to explore the dimensions of logistics social responsibility (LSR),and investigate the relationship between LSR and supply chain performance.The results of data analysis identify five dimensions of LSR,namely supplier,customer,environment,employee and philanthropy.Besides,LSR is found conductive to the supply chain performance(customer service, internal efficiency and economic benefits).国家自然科学基金项目“基于企业社会责任的绿色供应链实证分析与运作研究”(70802052);教育部人文社会科学项目“绿色物漉系统设计与优化策略研究”(07JC630047)

A Review of Cross-cultural Tourists' Consumer Behaviors

近年来,随着旅游活动全球化的发展,跨文化旅游者的消费模式成为旅游学界关注的热点问题。本文通过国内外实证研究的文献检索,对不同文化背景的旅游者在旅游决策与信息搜集、旅游动机与偏好、客主交往、服务质量评估等方面的消费行为与特征进行述评,最后概括我国学术界的相关研究,并对今后的研究方向提出建议。In recent years,with the globalization of touristic activities,the consumption pattern of cross-cultural tourists has become a hot issue in the circle of tourism academics.The authors searched the literature on empirical studies both in China and aboard,and reviewed the consumption behaviors and traits of travelers from different cultural backgrounds,including decision making,information searching,motivation and preference,tourist-host interaction,and service quality evaluation.The thesis ends with a summary of related researches of Chinese academia,and some suggestions for future research

The Impact of Pay Fairness on Employees' Work Attitudes and Behavior

作者对广东省七家饭店的员工及他们的主管进行了前后两次问卷调查,通过纵断数据分析,探讨员工的薪酬公平感和满意感与他们的情感性归属感、工作积极性和工作绩效之间的因果关系。数据分析结果表明,企业薪酬管理公平性是影响员工薪酬满意感的重要因素,员工的薪酬公平感和满意感会影响他们的情感性归属感,薪酬管理信息公平性会影响员工的工作积极性和工作绩效,员工的薪酬满意感与他们的工作积极性和工作绩效存在双向因果关系。The authors have done a longitudinal research to investi- gate the relationships between pay fairness and employees'pay satis- faction,affective commitment,work effort and performance in seven hotels in Guangdong.The results of data analysis indicate that em- ployees' perception of organizational justice is an important anteced- ent of employees' pay satisfaction,employees' pay fairness and pay satisfaction affect their affective commitment,informational justice has a positive impact on employees' work effort and performance, and there is a two-way causal relationship between employees' pay satisfaction and work effort and performance.国家自然科学基金项目(70572055);; 广东省自然科学基金项目(05700555);; 中山大学笹川基金“博士生创新项目”的阶段性成果，且是伍晓奕博士论文研究的部分成

The composition and impact of internal service quality: An empirical study in hotel industry

Conference Name:11th International Conference on Service Systems and Service Management, ICSSSM 2014. Conference Address: Beijing, China. Time:June 25, 2014 - June 27, 2014.Beijing Jiaotong University; IEEE SMC; The Chinese University of Hong Kong; Tsinghua UniversityBased on a sample of 218 first-line service staffs from hotel industry, this study explored the dimensions of Internal Service Quality (ISQ) and examined their relationships with employee work satisfaction, organizational commitment and work engagement. Results showed that the ISQ contains of two dimensions, namely environment quality and interactive quality. Environment quality had significant and positive effects on organizational commitment and work engagement. And interactive quality had positive impact on the three consequence variables. Compared with environment quality, employees' perceived interactive quality had greater effect on their positive work attitudes. The implications of the findings are considered and suggestions for future research are provided. ? 2014 IEEE

Positive Organizational Justice: A Review

正面的组织公平性理论研究是迅速发展的正面组织行为理论研究的一个新领域。作者在本文中介绍欧美学者论述的组织公平性的正面性质与企业提升正面组织公平性的主要措施,指出我国企业管理学术界也应加强正面组织公平性的理论研究和实证检验。Positive organizational justice is an emerging area of positive organizational behavior.The authors discuss in the present paper on the positive nature of organizational justice and the major interventions to promote employees' experience of positive organizational justice suggested by western scholars and argue that Chinese business scholars should do more theoretical and empirical research in this area.国家自然科学基金青年科学基金项目(71202081

The Motivational Effects of Pay Fairness: A Longitudinal Study in Chinese Star-Level Hotels

One of the continuing challenges in the hotel industry is developing effective compensation policies that motivate frontline employees. Unfortunately, the areas of compensation and pay fairness are underresearched, and what research does exist often provides methodological and theoretical precision without necessarily lending itself to practical insight. The study presented here uses a longitudinal design to examine the effects of pay fairness on employees' work effort and performance. Data for this study were collected from 270 employees and their supervisors in seven hotels in China. In practical terms, the results indicate that a fairly straightforward model connects perceptions of pay fairness with work effort and job performance. In theoretical terms, this study further validates the second-order factor structure of pay fairness dimensions (distributive, procedural, interpersonal, and informational). Stated more technically, despite the construct validity associated with a multidimensional structure of fairness, a more parsimonious model using an overall fairness representation predicts work effort and job performance better than the more detailed model that involves four distinct but interrelated fairness measurements. The chief implication is that although actual pay levels are important to perceptions of compensation fairness, hotel employees also take into account the compensation procedures, the nature of their interactions with management, and the extent to which managers and the company are forthcoming about compensation practices. Thus, money alone is not the only motivating factor for hotel employees but management treatment is also a large element of employees' view of fairness