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论文编号：	537
作者编号：	2120061990
上传时间：	2008/6/19 11:45:13
中文题目：	服务业一线员工角色感知压力与顾
英文题目：	Research on the relationship o
指导老师：	杨坤
中文关键字：	一线员工;角色感知压力;服务质量
英文关键字：	Front-line Employee;Role Cogni
中文摘要：	对于高接触服务行业而言，服务质量很大程度上依赖于跨边界工作者即企业的一线员工，他们既了解企业内部的信息，又能感受到顾客的需要，并作为二者之间的“中间人”，扮演着特定的角色。由于各利益主体间存在冲突，一线员工在工作过程中常常会面临角色冲突和角色模糊，二者做为角色理论的重要研究领域已经获得国内外学者的广泛关注。但将角色理论引入服务质量的研究在国内却并不多见，尤其是一线员工的角色感知压力与顾客感知服务质量关系研究。基于此，本研究在对角色理论和服务质量管理进行理论回顾的基础上，力求得到服务企业一线员工角色感知压力与顾客感知服务质量之间的关系，并提出与之相对应的测评模型。 本研究首先回顾了角色理论、服务质量和员工满意度以及相关测评研究，分析了角色感知、服务质量和员工满意度间的相互关系。在已有的理论研究成果基础上，结合高接触服务行业的特点，提出了一线员工角色感知压力与服务质量关系的框架，并以天津和贵州的餐饮业、银行业、超市和出租车行业的一线员工和顾客为调研对象进行实证研究。通过对两类群体的问卷进行统计分析，得到高接触服务行业一线员工角色感知压力测评的2个维度，一线员工工作满意度的1个整体维度，以及顾客感知服务质量的2个维度。 本研究旨在将理论研究的成果应用到实际管理中。因此，本研究提出了有利于服务行业提高服务质量的针对一线员工的管理建议，并提出了未来的研究建议。
英文摘要：	As to the development of companies in high-contact service industry, service quality was highly depended on the front-line personnel who straightly contact with customers and know the internal informations of the companies as well as the customers’demands, they work as “The middleman”and play certain roles.Since there are many conflicts between the relevant profit-subjects, the front-line personnel often face up with role ambiguity and role conflict which already been seemed as the key research fields of role theory and gained extensive emphosis. However, there are few research in the area of how to study the service quality from the pointview of role conception, especially no mentions about the relationship research of front-line workers’role conception pressure and consumer service quality perception. On the basis of these, this study is to bring forward relationship-management framework and evaluation model in service industry. This study has gone through theories and measurement researches of role theory, service quality and personnel satisfaction, as well as the relationships among all of these. On the basis of the theories research and the characteristics of high-contacted service industry, it has put forwards the relationship-framework front-line workers’role conception pressure and service quality, then testifies it with demonstration investigations of restaurants, banking, supermarket and taxing in Tianjin and Guizhou. Through statistics analyses of employee investigation and customer investigation, it comes to 2 dimensions of role cognition evaluation for corporate employees and 1 whole dimension of job satisfaction evaluation, 2 dimensions of consumer service quality perception evaluation for external customers. This study puts forward advices for service quality management, therefore, some meaningful suggestions will be drew to improve service quality through the management of front-line employees. And gives orientate suggestions for research in future.
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