Research On The Impact Of Internal Service Quality On The Job Engagement Of The Young Knowledge Workers

As the knowledge economy boming, the knowledge human capital has become the key factor to modern organizations. This year has been the fourteenth year since the first generation after 80s stepped into workplace. Undoubtedly the young knowledge employees have become the main force of modern organizations. Therefore, how to motivate the young knowledge employees and imorove their organizational job engagement, which are new challenges the organizational managers are facing. Based on the social exchange theory and psychological contract theory, the purpose of this research is to explore the impact mechanism of Internal Service Quality and the young knowledge employees’engagement and investigate the mediating influence of organizational trust.Firstly, based on the literature review and the analysis of relevant research conclusions, by adopting the method of empirical research, this paper propose the theory model and research hypothesis. Secondly this paper did a pre-survey to modify the questionnaire, according the reliability and exploratory factor analysis (EFA) results of 126 valid questionnaires which were recovered in a small area. Thirdly, a final questionnaire was issued among a sample of 292 employees to collect data and structural equation modeling (SEM) was utilized to analyze the data for testing the hypotheses proposed.The main findings of this paper are as follows. (1) Leader-member Internal Service Quality has a significantly positive influence on young knowledge employees’ engagement. (2) Five dimensions of leader-member Internal Service Quality have positive effects on the young knowledge employees’engagement and the strongest effect is communication and caring followed by awards and opportunities, management support, efficient training, materials support. (3)Leader-member Internal Service Quality has a significantly positive influence on organizational trust. (4) Organizational trust has a positive impact on the young knowedge employees’ engagement. (5) Organizational trust partly mediates the relationship between leader-member Internal Service Quality and the young knowledge employee’sengagement. (6) Organizational trust also partly mediates the relationships between three dimensions of leader-member Internal Service Quality, (management support, communication and caring, awards and opportunities) and the young knowledge employee’s engagement.The main contributions of this study are as follows. Firstly, research perspective: previous studies defined Internal Service Quality from organizational perspective, but this study defines Internal Service Quality focusing on the service leaders provide to members, which will enrich theoretical research of Internal Service Quality. Secondly, research mechanism:analysing the effect of leader-member Internal Service Quality on the young knowledge employees’engagement and proving partly mediationg effect of organizational trust between the two variables have some reference meaning for further relevant researchs. Thirdly, research object:the most research objects of previous studies about Internal Service Quality are service enterprise and service personnel, but the research object of this study is the young knowledge employee, which has a certain time significance and innovation significance.