A Linear Model MANCOVA to Measuring Relationship between Manager and Staffs in China Service Organization

摘要

Service organization is uniquely distinct from other organizations within firms.Servicepersons bear the firm's most direct relationship to customer relationship quality and even such commercial goals as revenues,profits,and market share.Especially in the context of Chinese culture,the relationship between service manager and service people is more complicated.This article developed a conceptual framework and verified it to advance our understanding of how to improve superior-subordinate relationship management effectiveness in China's service organization.