| Service industries are becoming more and more important to the development of our country's economy and the improvement of people's standard of living. The similarity and supply exceeds demand of products make organizations transfer the stress of acquiring continual competitive advantage to keep improving the service quality. At the same time, Consumers demand higher service quality. So the service employees of organizations have become the key factor to satisfy these inside and outside requests. How to enhance these critical employees job satisfaction and ensure high quality service is always the problem both managers and researchers concerned. This research trys to probe into how to reduce service employees' role stress, facilitate their knowledge sharing and enhance their job satisfaction from the perspective of superior-subordinate communication.(1) Making use of confirmatory factor analysis to samples collected, the results indicate that using communication frequency, communication mode, communication style, communication direction to measure communication between superior and subordinate are reasonable. The fit of goodness indexes are: x~2/df=1.459, GFI=0.966, IFI=0.980, CFI=0.979, RMSEA=0.044. They all exceed advised value. Research results indicate that the different communication conditions of superior-subordinate have different influence and effect: the standard estimate path coefficient between communication frequency and job satisfaction is 0.303(P=0.010), the standard estimate path coefficient between communicaition frequency and role ambiguity is -0.335(P=0.014), it means that communication between superior and subordinate can enhance subordinate's job satisfaction and reduce their role ambiguity; the standard estimate path coefficient between communicaition mode and knowledge sharing is 0.472(P=0.000), the standard estimate path coefficient between communicaition mode and role ambiguity is -0.174 (P=0.065), it means that informal communication between superior and subordinate can facilitate recessive knowledge sharing between them effectively and to some extent reduce role ambiguity subordinate suffered; the standard estimate path coefficient between communicaition style and role conflict is -0.183(P=0.034), it means that the indirective communication style of superior can help subordinate to reduce their role conflict; the standard estimate path coefficient between communicaition direction and knowledge sharing is 0.415(P=0.000), the standard estimate path coefficient between communication direction and role ambiguity is -0.287(P=0.027), the standardestimate path coefficient between communication direction and role conflict is -0.239(P=0.006), it means that the two-way communication between superior and subordinate not only can facilitate recessive knowledge sharing between them, but also can reduce role stress subordinate suffered.(2) Probing into the influence factors of job satisfaction from the perspective of subordinates themselves and superior-subordinate. This research found besides superior-subordinate communication, recessive knowledge sharing, role ambiguity and role conflict subordinate suffered have differenct degree influence on job satisfaction. The standard estimate path coefficient between knowledge sharing and job satisfaction is 0.140(P=0.009), the standard estimate path coefficient between role ambiguity and job satisfaction is -0.212(P=0.042), the standard estimate path coefficient between role conflict and job satisfaction is -0.343(P=0.000). The results indicate that role conflict and role ambiguity have negative influence on job satisfaction, knowledge sharing have positive influence on it but faintish comparatively.(3) Designing and validating complete mediate effect model: two-way communication between superior and subordinate indirectly influence subordinate's job satisfaction through the complete mediate conductive effect of knowledge sharing and role stress. The fit of goodness indexes of complete mediate effect model are: x~2/df=1..426, GFI=0.864, IFI=0.920, CFI=0.919, RMSEA=0.043, obviously, they all exceed advised value and it means the fit degree of model is pretty good. While the fit of goodness indexes of partial mediate effect model are: x~2/df=1.430, GFI=0.864, IFI=0.920, CFI=0.918, RMSEA=0.043, two indices are lower than the former model's, this result demonstrates further that complete mediate effect model is the best fit model. So the results of analysis indicate that two-way communication between superior and subordinate indirectly improve subordinate's job satisfaction through facilitate recessive knowledge sharing between them and reduce the role ambiguity and role conflict subordinate suffered. Thereinto, the mediate effect of role ambiguity is the biggest, the total effect is -0.376(P=0.001), in the next place is role conflict, the total effect is -0.370(P=0.000), knowledge sharing has the weakest mediate effect and its total effect is 0.238(P=0.008).(4) Designing and validating partial mediate effect model: Communication frequency between superior and subordinate not only influence subordinate's job satisfaction directly, but also have indirect influence through the mediate conductive effect of role ambiguity. The fit of goodness indexes of partial mediate effect modelare: x~2/df=1.540, GFI=0.906, IFI=0.934, CFI=0.933, RMSEA=0.048, obviously, they all exceed suggested value and it means the degree of fit is pretty good. After considering mediate variable role ambiguity, communication frequency still influence job satisfaction significantly and the standard estimate path coefficient reduces from 0.546(P=0.000) to 0.383(P=0.002). The results indicate that communication frequency between superior and subordinate has the direct influence on job satisfaction one side and on the other side, it could enhance subordinate's job satisfaction through reducing their role ambiguity. The total effect of role ambiguity's mediate effect is -0.318(P=0.022).In the end, this research summarized several primary conclusions, shortage existent and future research direction. |
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