服务交往中员工学习目标导向对企业外部效率的影响

摘要

针对构建学习型组织时, 个体学习目标导向如何影响组织的外部效率这一中间机制的作用机理, 本文通过对高接触型服务业225位员工与748位顾客的配对问卷调查, 探索员工学习目标导向对企业外部效率的影响, 分析服务适应性行为在个体学习型特质和企业外部效率关系中的作用机制. 研究结果表明, 学习目标导向可以显著预测员工在服务交互中的交往适应性行为和供应适应性行为, 从而间接影响顾客感知的服务质量和顾客满意感.%According to the mechanism of how employee learning goal orientation affects external efficiency of organiza-tion when we are constructing learning organization, the 225 employee and 748 customer matched data were collected from high-contact service firms to investigate the impact of employee learning goal orientation on firm′s external efficien-cy, and analyze the effect mechanism of adaptive behavior on the relationship of learning trait and firm′s external efficien-cy.The results show that, employee learning goal orientation has significant effect on employee′s interpersonal adaptive behavior and service-offering adaptive behavior, and indirect significant effects on customer perceived service quality and customer satisfaction.