The Impact of Service Orientation and Work Behavior of Tourism Enterprise Employees on the Company's External Efficiency

Author: Wu Qinglü
Publisher:
Publish Date: 2004-11-01
Features: This book explores the meaning and components of employee service orientation. It examines the influence of perceived organizational support, organizational reward systems, employee psychological empowerment, and job satisfaction on employees' service orientation awareness. Additionally, it analyzes how employees' service orientation awareness impacts customer perceptions of service quality and satisfaction through in-role behavior and organizational citizenship behavior. Based on literature research, the author employs normative and scientific empirical research methods. Through questionnaires administered to service personnel, managers, and customers in 27 tourism enterprises across 17 cities in 8 provinces, involving over 7,000 respondents, the study collects more than 5,000 returned questionnaires to empirically test the antecedents and consequences of employee service orientation. The book is divided into five chapters: Chapter 1 outlines the purpose, significance, and scope of this research; Chapter 2 reviews the literature on employee service orientation, organizational citizenship behavior, perceived organizational support, and psychological empowerment; Chapter 3 proposes the conceptual model and hypotheses, introducing the research design, data collection methods, and sample characteristics; Chapter 4 presents the data analysis results; and Chapter 5 discusses the findings, offers corresponding management recommendations, summarizes the theoretical contributions of the study, identifies its limitations, and suggests future research directions for academia. The book is characterized by innovative research approaches, standardized survey design, and advanced data analysis methods, making it suitable for tourism management researchers, service industry management personnel, and faculty and students of tourism management at universities and colleges.