CAJ | 학술논문

在以往的服务管理研究中，服务绩效的影响因素很多，然而没有文献研究员工对服务的概念性界定对服务绩效的影响。基于行为识别理论，文章提出服务认知一行为模式对一线员工的服务绩效存在影响。该研究利用旅行社业和饭店业402名一线服务员工的问卷调查数据，部分验证了所提出的假设，实证结果发现：（1）对顾客理解型服务认知一行为模式具有最高的角色外服务绩效，对工作规范型服务认知一行为模式具有最低的角色外服务绩效；（2）对工作规范型服务认知一行为模式具有最低的角色内服务绩效，对顾客理解型和手段型服务认知一行为模式具有较高的角色内服务绩效。
재이왕적복무관리연구중，복무적효적영향인소흔다，연이몰유문헌연구원공대복무적개념성계정대복무적효적영향。기우행위식별이론，문장제출복무인지일행위모식대일선원공적복무적효존재영향。해연구이용여행사업화반점업402명일선복무원공적문권조사수거，부분험증료소제출적가설，실증결과발현：（1）대고객리해형복무인지일행위모식구유최고적각색외복무적효，대공작규범형복무인지일행위모식구유최저적각색외복무적효；（2）대공작규범형복무인지일행위모식구유최저적각색내복무적효，대고객리해형화수단형복무인지일행위모식구유교고적각색내복무적효。
There used to be many affecting factors about service performance in the past studies of service management. However, no literature study is available about the impact of staffs service conceptual definition on service performance. Based on the theory of behavioral identification, the paper proposes that service cognition- behavior model has impact on the service performance of frontline staff. By using the data of the questionnaire of 402 frontline employees in hotels and travel services, the paper tries to partly test the hypothesis proposed. The empirical results find that 1. the win-win service model is associated with the highest level of extra-role service performance and the standardized-style service model is associated with the lowest level of extra-role service performance and 2. the standardized-style service model is associated with the lowest level of role-prescribed service performance while the win-win and means service model is associated with higher role-prescribed service performance.