服务类企业管理者特征与工作绩效之间的关系

运用行为事件访谈法,获得了服务类企业管理者特征,并在行为事件访谈结果的基础上设计了服务类企业管理者特征调查问卷,通过对调查问卷结果的分析建立了服务类企业管理者特征模型.提出了决策能力、学习能力、情绪智力、自我能力、创新能力、成就动机、社会能力、沟通能力、领导能力、应用能力和关怀能力组成的服务类企业11维度管理者特征模型,以及包括任务绩效和周边绩效的服务类企业工作绩效评价模型.最后,运用偏最小二乘回归(PLSR)分析建立了服务类企业管理者特征与工作绩效关系模型.

Relationship Between Manager Characteristics and Work Performance in the Service Industry

The manager characteristics in the service industry were extracted by applying the behavioral event interview method. A questionnaire on manager characteristics in the service industry was designed， and the model of manager characteristics in the service industry was established based on the results of the questionnaire. Accordingly， an 11-dimensional manager characteristics model was proposed， including decision ability， learning ability， affective intelligence， self-control ability， innovation ability， achievement motivation， social ability， communication ability， leadership， application ability and caring ability. Moreover， an evaluation model on work performance in the service industry was put forward， including task performance and contextual performance. Finally， the relationship model between manager characteristics and work performance was built using the partial least square regression.