内部服务质量对企业绩效影响的实证研究
An Empirical Study on the Effects of Internal Service Quality on Enterprise Performance

作者: 赵公民 , 薛 媛 , 贾 静 :中北大学经济与管理学院,太原;

关键词: 内部服务质量员工满意顾客满意企业绩效Internal Service Quality Employee Satisfaction Customer Satisfaction Enterprise Performance

摘要:
绩效是企业一直关注的焦点,内部服务质量的提出为企业绩效的提升提供了新契机。本文以某通信公司为例,试图将内部服务质量划分为培训教育质量、业务支持质量、人文环境质量和薪酬激励质量,构建内部服务质量对企业绩效影响的概念模型,通过结构方程模型方法对模型进行检验,以探索内部服务质量各方面对企业绩效的影响程度。研究结果表明,内部服务质量对企业绩效的影响主要来源于内部服务质量中的培训教育质量、业务支持质量和薪酬激励质量;内部服务质量通过员工满意影响顾客满意,从而影响企业绩效;内部服务质量对企业绩效有直接地影响,但影响较为有限。

Abstract:
Enterprise always pays more attention to its performance. The appearance of internal service quality provides a new opportunity for enterprise to develop its performance. This paper takes a communication company for example, on the basis of trying to compartmentalize internal service quality into training education quality, service support quality, human environmental quality and compensation incentive quality, establishes a conceptual model of internal service quality’s influence on enterprise performance, and tests it by applying the structural equation model technique to explore the influence degree of various aspects’ internal service quality on enterprise performance. Results show that internal service quality’s impact on enterprise performance is mainly from training education quality, service support quality, and compensation incentive quality in internal service quality. Through employee satisfaction, internal service quality affects customer satisfaction, thus affecting enterprise performance and internal service quality has a direct impact on enterprise performance, but a more limited impact.

文章引用: 赵公民 , 薛 媛 , 贾 静 (2014) 内部服务质量对企业绩效影响的实证研究。 服务科学和管理, 3, 19-30. doi: 10.12677/SSEM.2014.32003

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