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基于个体层次的物流企业一线员工服务导向影响因素分析研究 预览

An Analysis Research of Logistics Enterprise Employees' Service Orientation Influence Factors Basing on the Individual Level
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摘要 在当今物流业竞争激烈的市场环境下,物流企业提高服务竞争力的关键在于服务质量的提升,而具有服务导向的员工是企业获取市场竞争优势的关键。文章从个体层次通过实证分析探索大五人格、情绪劳动对物流企业一线员工服务导向的影响,研究结果对现代物流企业员工管理和服务质量提升具有一定的借鉴价值。 In the modern competitive logistics industry environment, logistics enterprises to enhance the competitiveness of the service is the key to improve service quality. And service oriented employees are the key to enterprises to obtain market competitive advantage. This study explores the influence of the big five personality and emotional labor for logistics enterprises employees service orientation through the empirical analysis from the individual level. The result has a certain reference value on modem logistics enterprise staff management and improve service quality.
作者 胡洋 HU Yang (Liaoning Provincial College of Communications, Shenyang 110122, China)
出处 《物流科技》 2017年第1期40-42,共3页 Logistics Management
基金 中国物流学会2016年度科研课题项目,项目编号:2016CSLKT3-017 辽宁省交通高等专科学校优秀人才成长支持计划项目.
关键词 物流企业 个人服务导向 大五人格 情绪劳动 logistics enterprises personal service orientation: big five personality emotional labor
作者简介 胡洋(1982-),女,辽宁岫岩人,辽宁省交通高等专科学校物流管理系副主任,东北大学博士研究生,研究方向:物流服务管理。
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