服务组织文化的演化机制研究

摘 要
服务组织文化对服务组织发展生存有至关重要的影响。服务组织因其自身的特殊性，要以服务质量为竞争手段，创设优质的服务留住顾客是他们的目标，光靠硬性的规章制度是很难达到目的，而服务组织中的文化是一种软性的激励手段，是一种价值观和服务理念，能够得到员工的自觉信奉和遵守。为了更好地了解和认识服务组织文化，本文从变化发展的角度结合服务组织的孕育期、成长期、成熟期、衰退期四个发展阶段来分析服务组织文化的演化过程，并总结了不同阶段相应服务组织文化的形成特点。此外也分析了服务组织文化整个演化过程的内外推动和影响因素，提出了内部员工和领导者推动演化的自演化机制和外部的市场需求、重大事件、其他因素等动因分析，并从中得到了对服务组织文化及其建设的一些启示。

关键词：服务组织文化 演化 机制
BSTRACT
Service organization culture plays a significant role in the development of the service organizations. Service organization has its own characteristics；therefore，it should emphasize on service quality and service creativity. Merely concentrating on regulations does not make sense. However，as a service value，service organization culture，which is a kind of soft motivator can be rooted in employees themselves. In order to understand the service organization culture better, this paper mainly focus on analyzing the culture evolution of service organizations through the views from different development sections of service organizations which are incubation stage，growth stage，maturation stage，decline stage. Besides，the corresponding service organization culture characteristics in different development stages are summarized. Also，by analyzing the internal and external factors that can influence the evolution of service organizations, such as self-development from employees and leaders and outer market needs，special events，other factors, there are some inspirations for people on service organization culture and its construction.

Key Words：service organization culture；evolution；mechanism

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