| Nowadays,how to improve the quality of service is becoming more and more important.In this regard,the concept of service oriented is proposed and considered will be one of the strategic orientations of enterprises in the future.Previous studies found that service orientation has an obvious positive impact on service performance,however,the mechanism of the effect between them to lack of effective verification.For these reasons,this study uses the methods of literature research on the literature summarizes,sorting out the factors that influence between employee service orientation and service results.Firstly,we put forward the theoretical model and hypothesis on the effect mechanism between them.Then,we use depth interview and questionnaire survey method to collect data from all channels of a large number of.Finally,we carried out the reliability analysis,validity analysis and confirmatory factor analysis by use the structural equation model of AMOS17.0 software and SPSS16.0 and verified the research hypotheses.The results of the study are these following:(1)we examined the direct mechanism between service-oriented and satisfaction again,In addition,we also found some mediating variables between them.All the variables to form two different multi-chain mechanisms.The results showed that the total value of mediating effect is 0.42,mediating effect accounted for more than the total effect of 63.8%;(2)The impact of service-oriented employees not only in the service results but also reflected in the service process,in which the relationship quality is an important mechanism in the effect of service-oriented and customer satisfaction;(3)Service Interactive can positively affect the results.Employees with service-oriented can actively interact with customers,try to answer customer confusion and fully meet customer demand for services,thereby increasing the customer's perception of harmony,and ultimately improve customer satisfaction. |
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