基于胜任力的服务质量研究人与组织匹配的服务管理策略

-1-1.1.1200219921978860.52002345333910.1%GDP197921.4%200233.7%12.31998-200228.9%1990-19973.5200241.2%197848902002210901620067536870%,50%2090-2-()2002200173%1993Gronroos(2000)4Gronroos(2000)-3-1.21.2.1(1)(2)(3)(4)-4-1.2.2WTOZeithamlBitner(2000)-5-2.2.11911McClelland2.1.1McClelland(1973)(1)(2)(3)(4)(5)(6)/Boyatizis(1982)/(Morgan19881993)(2000)()-6-Sandberg(2000)(2003)(2000)(1)(Fleishman,Wetrogen,Uhlman&Marshall-Mies,1995)(2)(Mirabile,1997)(3)(Spencer,McClelland&Spencer,1994)(4)(Green1999)(1)(2)(3)--/-7-(2000)Yukl(1989)PavettLau(1983)Yukl2.1.2(1)Bray(1974)AT&TMcClelland(1978)20/Hay(1998)Mount(1998)(PDI)250Boyatzis(1982)12412000216(-8-)()()()()()Nordhaug(19941998)Godbout(2000)()()()()()(2000)921(1999)(2002)()(2000)PM-9-“”(1998)()()(2)Tracey(1995)PrahaladHamel(1990)--Allee(1997)Sparrow(1997)8090-10-2.1.3(2003)Gronroos(2000)(2003)(1)3%(2)5%(3)9%(4)14%.(5)68%(Goodale,J.,Koerner,M.&Roney,J.,1997)Spencer(2003)EQ/-11-KSA2.22.2.1Gronroos(1990)2000()(AMA)(Zeithaml&Bitner,2000)1994ISO80422000ISO/DIS9000(1)()()(2)()(3)()()ISO9000ISO9000Gronroos(2000)Kandampully(2002)-12-2.2.22.1Gronroos(2000)2.1()-13-1985(1)(2)(3)(4)ISO:(1)(2)(3)(4)ISO2.2.32070(Brown,1993)SmithHouston(1982)LewisBooms(1983)-14-Parasuramanet(19851988)Sasser,OlsenWyckoff(1978)(1)(2)(3)(4)(5)(6)(7)Gronroos(1983)(1)(2)Lehtinen(1983)(1)(2)(3)Juran(1986)(1)(2)(3)(4)(5)2.2.4Gronroos(1982)Parasuraman,ZeithamlBerry(1985)()10(1)(2)-15-(3)(4)(5)(6)(7)(8)(9)(10)Parasuraman,ZeithamlBerry(1988)SERVQUAL97()222.2SERVQUAL2.2SERVQUAL(4)(5)(4)(4)(5)PZBSERVQUALPZBCarman(1990)SERVQUAL5Teas(1993)SERVQUALChurchillBrownPeter(1993)SERVQUALCroninTaylor(1992)PZB-16-SERVPERF(1992)Gronroos(2000)SERVPERFBrogowiczDeleneLyth(1990)Gummesson(1993)/()()()2090WaldmanGopalakrishnan(1996)SchneiderBowen(1992)LiljanderStrandvik(1995)()4-17-2.32.3.12050(Super,1957Holland,1985)(Hackman&Oldham,1980)--Kristof(1996)P-OP-OP-O()()(Muchinsky&Monahan1987)Scheneider(2001)Cable(1997)Kristof(1996)P-OP-O(1)(2)(3)Kristof(1996)Schneider(1987)--ASA(Attraction,Selection,Attrition)-18-Schneider(1987)--(2000)--ASD(Attraction-Selection-Development)(2001)------(19951995)2.3.2(2001)Edwards(1993)Q-19-2.3.3BormanMotowidio(1993)Goodman(1999)Rousseau(1990)QuinnSpreitzer(1991)Schneider(1995)(O’Reilly,Chatman&Caldwell,1991)P-O(BowenLodford&Nathan1991Cable&Parson2001)P-OO’Reilly(1991)-20-2.42.4.1Gronroos(2000)Fitzsimmons(2001)Fitzsimmons(2001)2.4.2Kotler5(1)(2)(3)(4)(5)(2002)5Kotler-21-Barnes(2001)(1)/(2)(3)(4)2.4.3KutnerCripps(1997)CRM(1)(2)(3)(4)CRMLingYen(2001)(1)(2)(3)-22-(4)Graham(2001)CRM“ShawReed(1999)CRMCRMCRM(Lockard1998Deighton1998)Anton(1996)Couldwell(1998)Chablo(2000)LarryYu(2001)(2001)(2001)(2001)2.2CRMCRMStorbackaLehtinen(2001)(Gronoos2000)-23-2.2Anton(1996)CRMCRMCouldwell(1998)CRMChablo(2000)LarryYu(2001)(2001)(1)CRM(2)CRM(3)CRM(2001)(1)(2)(3)(2001)Ford(1980)(1)(2)(3)(4)(5)WackmanSalmonSalmon(1987)-24-(1)(2)(3)(4)Dwyer(1987)“”(Dwyer,Schurr&Oh,1987)(Loe&Morgan1999)DwyerSchurrOh(1987)JapGanesan(2000)DwyerDwyerDwyerDwyerDwyer2.5Schein(1985)(1992)(1)(2)(3)-25-Lewin(1939)()(1).«Z»(2)TerrenceE.DealAllenA.Kennedy«»(3)(Kotter,1997)(1988)(RifleCulture)(TaskOriented)(PowerCulture)(Handy,1976)(1994)Denison(1984)Walton(1985)(1994)-26-2.62.6.1Becker(1960)AllenMeyer(1993)(1)(2)(3)(2000)(1)(2)(3)(2000)(2000)2.6.2(2000)-27-Schein(1986)(1)(2)(1)(2)(3)(4)(5)2.7(2000)(1997)-28-Cattell(1945)171353516CattellEysenck(1)(2)(3)(4)(5)2.8(2000)RokeachAllport(1990)-29--30-3.3.1(1)DavidMcClelland1973(2)(3)---(4)(5)3.2(1)-31-(2)(3)(4)(5)3.3(1)3.11234-32-3.1(2)12SPSS11.0-33-4.4.1McClelland(Flanagan1954)(BehavioralEventInterview,BEI)4.11~2.54.1-34-4.2124.14.1/IC(1)Universal(1)BeckerAcroma(1)(1)(1)(1)(1)(3)(1)Almhult(1)Almhult(1)(1)-35-4.3(1)(2)(3)(4)?(5)4.44.2McClelland-36-4.2•()•()•()•()•()•()•()•()•()•(Wetellthegirlsthatthephoneshouldalwaysbepositiveandwerequireourco-workershouldn’tusethewordsnegative.)()•(Wewillsay“No,butwedohave….”.Wetrynottouse“No,unfortunatelynot”.)()-37-•(Wealwaysanswerthetelephonewithasmile,becausethecustomercanfeelthatfromthevoicetheyhear.)()•(Idon’tknowhowitwasintheend,butofcoursethismadethecustomerveryupset.HewouldthinkthatitwasnotoneIKEA.Soonevoice—samelanguage,samepolicyinIKEAisimportant).()•()•(Becker,)•15()•()()•()•(Becker)•(Becker)•(Becker)-38-•()•30(Becker)•()•()•()•()•()•()•()•(It’softenhappensthatIworkwiththecomputerandmisslunch).()•Email()•30(Becker)•()•()-39-•(Becker,)•()•()•()•()•()•8()•?(Icanhearhowthegirlslistentothecustomerandhowtheyanswertothecustomer.Icangotothatcoworkerandsay“Iheardthatyouarenothappytoday,whathappened?”andhelpthemoutwiththedifficultyandletthemfeelbetter.)()•()•()•()•()•30()•(Ithinkit’salsoveryimportanttohavepeoplewillingtodothe-40-servicejob,peoplewhohasthesimilarjobasbefore,andnottobeafraidtotalk,flexible,quickresponse,friendlytopeopleandwillingtohelpcustomers.)()•(Thecoworkersenjoytheserviceaswell,theyfell“yes,youcanlistentome.”Theyliketheseatwithback.Theylikethejob,iftheymeetdifficulty,theylikethemanagertohelpthemout.)()4.54.2123454.2-41-5.5.1(1990)5.260SPSS11.073563185.85%63