CAJ | 학술논문

作者提出了一个探讨组织公平性对服务公平性"外溢效应"的概念模型,用以分析宾馆员工的组织公民行为在他们感知的管理人员的领导能力和领导行为、员工的工作满意感、对管理人员的信任感、对企业的归属感与宾客感知的服务公平性和服务质量之间的极为重要的中介作用.作者向广州市5个三星级宾馆服务人员、基层管理人员和宾客收集数据,并使用结构方程模型分析方法,对这个概念模型进行了实证检验.数据分析结果表明员工感知的组织公平性是影响宾客感知的服务公平性的一个重要因素.
작자제출료일개탐토조직공평성대복무공평성"외일효응"적개념모형,용이분석빈관원공적조직공민행위재타문감지적관리인원적령도능력화령도행위、원공적공작만의감、대관리인원적신임감、대기업적귀속감여빈객감지적복무공평성화복무질량지간적겁위중요적중개작용.작자향엄주시5개삼성급빈관복무인원、기층관리인원화빈객수집수거,병사용결구방정모형분석방법,대저개개념모형진행료실증검험.수거분석결과표명원공감지적조직공평성시영향빈객감지적복무공평성적일개중요인소.
This study proposes a conceptual model of the spill-over effect to explore organizational justice on service fairness in hotels. The model is used to analyze the intermediary role of organizational citizenship behaviors of hotel staff that works between staff＇s perceptions of management competence and managerial behaviors, employees＇ job satisfaction, trust in management and their organizational commitment, and customers＇ perceptions of service fairness and quality. The paper applied structural equation model to examine the proposed model and analyzed the data collected from frontline employees, their supervisors and customers in five three-star hotels in Guangzhou. The results show that employee perceived organizational justice is an important antecedent of guest perceived service fairness.