Research On The Influence Of Internal Service Recovery In Commercial Fitness Clubs On Employee Engagement

Dedicated employees are able to stay on,work hard and respond to job challenges.Employee engagement plays an important role in predicting output variables such as organizational performance,profit and customer satisfaction,so it has received continuous attention from academic and industry circles.Commercial fitness clubs benefit from the benefit of macro policy and the benign influence of market environment,and there are many development opportunities,obstacles and challenges also come with them.Among them,the loss of fitness instructors and the low service quality of clubs have attracted much attention.For commercial fitness clubs,how to motivate the front-line staff,mainly the fitness coaches,to devote themselves to their work and gain their trust and loyalty is an important issue.In order to more fully promote employee engagement,achieve personal and organizational promote each other,it is necessary to form unified understanding of employee engagement,promote dynamic and multiple levels of employee engagement,reveal the motivation and mechanism of forming process of employee engagement,the reviewing work values,perfect management system and the way of working is of great significance.Based on the analysis of the existing literature,this paper summarizes and extracts the connotation and structural dimensions of the four variables involved,namely,internal service recovery,employee engagement,insider identity recognition and virtuous leadership,and constructs a theoretical model among the four variables.The model by the independent variable(internal service recovery of three dimensions:social support,the internal service recovery commitment,customer complaint management),the result variables(employee engagement three dimensions: vitality,contribution,focus),mediation variables(insider identity cognition)and regulating led(virtue)of the path of the corresponding relationship.On the basis of theoretical discussion,the theoretical hypothesis of the relationship between variables is put forward and tested empirically.The empirical study in this paper is mainly divided into two stages.The first stage is exploratory factor analysis,reliability and validity analysis to screen the items of the scale and form the final questionnaire.The second stage is the confirmatory analysis.The structural equation and hierarchical regression are mainly used to analyze and test the relevant hypotheses,and the following conclusions are obtained:Firstly,Internal service recovery is a three-dimensional construct that includes work society support,internal service recovery commitment and customer complaint management.Through confirmatory factor analysis,the internal service remediation has good internal consistency and reliability,and all the evaluation indexes of goodness of fit of the model are within the ideal range.On the whole,the factor model has good convergent validity and discriminant validity,indicating that internal service recovery is a multidimensional construct.Secondly,Internal service recovery has a direct positive impact on employee engagement.By building internal service recovery three dimensions(social support,the internal service recovery work commitment,customer complaint management)three dimensions of employee engagement(vigor,dedication,focus on the role of the whole model,the data fitting arithmetic analysis found that nine of the path coefficient of regression parameter estimates in addition to the " "customer complaint management—>dynamic"、"customer complaints management —>dedication" and"customer complaints management—>focus" outside were significantly.Thirdly,The cognition of insider identity plays a part of mediating role in the influence of internal service recovery and employee engagement.By constructing a structural equation model with internal service recovery as the independent variable,employee engagement as the dependent variable,and insider identity cognition as the mediating variable,the results show that the fitting indexes of the three paths are all within the ideal value range,and the mediating effect is significant.Finally,The moderating role of moral leadership.Using hierarchical regression method to virtue leadership in internal service recovery,insider identity recognition,employee engagement,and identity cognition between the insider and the internal service recovery regulation were analyzed,and found that virtue leads in the internal service recovery and don’t have a significant effect between employee engagement,interactive items(internal service recovery × virtue)has a significant positive influence on employee engagement,the higher level of leadership that virtue,internal service recovery for the greater the positive effect of employee engagement;The interaction term(insider identity recognition×Virtuous leadership)has a significant positive effect on employee engagement,that is,the higher the degree of leadership of Virtue,the greater the positive effect of insider identity recognition on employee engagement.