Research Into The Relationship Between Internal Service And Employee Engagement

With the constant deepening of China's reform and opening up,many foreign-funded enterprises have entered China and Chinese Domestic market shows unprecedented prosperity.However,the foreign-funded enterprises who enter China are not just the "Peers".Both their quality products and good service make Chinese competitors feel tremendous pressure.The fierce competition in the market forces the service industry which developed together with it to stare at the market without relax.Facing fierce competition,some entrepreneurs change their way of thinking to look for the driving force for their development,finally they focus on internal service.In the 1980 s,the academia introduced the concept of service in internal management from external market and made it clear that to meet employees' needs is the basis for getting external profit;in addition,to turn the internal service into staff who devote themselves to work plays an irreplaceable role in the service value chain.As an important part of the service industry,the catering industry has its own characteristics.Firstly,employees provide direct service to customers.Secondly,different staff offer service in different ways or with different attitudes.Thirdly,the dining service comes to an end when the customers leave.Thus,the staff performance influences or even decides the market feedback.It is necessary to research into the influence of internal service on staff's working performance and attitudes.As a new enterprise with rapid development,M restaurant group owns the common features of traditional catering industry,though it is distinctive and of chain operation,which makes it a typical representative in the burgeoning catering industry,that is why it was chosen as the research object in this article.Based on the employees' individual perceptions,in this article,the author tries to make a qualitative research into the relationship between internal service and employee engagement.The study's conclusions are as follows:(1)Internal service has significant positive effects on employee engagement;(2)Internal services have significant positive effects on self-efficacy and personal-organization fit;(3)Self-efficacy and personal-organization fit have partial mediation effect on the relationship between employee engagement and internal service;(4)The length of working time may influence the effect of internal service on employee engagement.The employee who work for a long time,the less effect internal service has on employee engagement;(5)Education level may influence the relationship between employee engagement and internal service.For staff at different levels,the influence of education level is also different.To understand the data much better,we had interviews during the research.The advantages and disadvantages of internal services in M restaurant group are explained,corresponding theoretical suggestions are put forward.