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Keywords: 服务适应行为
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Journal Articles
Enhancing service adaptability: a moderated mediation model of workplace ostracism, robot anthropomorphism, employees’ readiness to change, and performance efficacy
Available to Purchase
Journal of Hospitality and Tourism Technology (2024) 15 (5): 897–915.
Published: 01 July 2024
...备度和绩效效能的调节中介模型 研究目的 本研究分析了工作场所排斥、机器人拟人化、员工变革准备度和员工服务适应行为。还评估了员工变革准备度和服务适应行为之间绩效效能的调节作用。 研究方法 收集了马来西亚591名餐厅员工的数据。采用偏最小二乘结构方程模型（PLS-SEM）对数据进行分析。 研究发现 工作场所排斥和机器人拟人化对员工变革准备度和服务适应行为产生积极影响。员工变革准备度在排斥、机器人拟人化和服务适应行为之间起着中介作用。 研究局限性/影响 本研究提供了对机器人拟人化和服务员工适应行为的专门应用理解。除了餐厅员工的变革准备度和与服务机器人合作, 还可以进行纵...
