目的:探讨民办幼儿园教师职业压力对离职倾向的影响,以及职业认同和心理资本在二者之间的作用.方法:采用幼儿教师职业压力问卷、离职倾向问卷、心理资本量表和职业认同量表,对北京市763名民办幼儿教师进行调查.结果:民办幼儿园教师离职倾向处于中等偏下水平(t=-12.67,P＜0.001).民办幼儿教师职业压力总分及各维度与离职倾向呈显著正相关(r=0.47,0.44,0.46,0.42,0.40,0.38,0.46,0.42;P＜0.01),职业认同总分及各维度与离职倾向呈显著负相关(r=-0.31,-0.15,-0.40,-0.26,-0.10;P＜0.01),心理资本总分及各维度与离职倾向呈显著负相关(r=-0.26,-0.23,-0.27;P＜0.01);职业压力显著正向预测离职倾向(β=0.572,t=12.222,P＜0.001);职业压力显著负向预测职业认同(p=-0.132,t=-5.324,P＜0.001),职业认同显著负向预测离职倾向(p=-0.453,t=-5.404,P＜0.001),这表明职业认同在职业压力对离职倾向的影响中起部分中介作用;职业压力与心理资本的交互项对离职倾向的负向预测作用显著(p=-0.132,t=-2.364,P＜0.05),职业认同与心理资本的交互项对离职倾向的负向预测作用显著(p=-0.181,t=-3.573,P＜0.001),这表明心理资本在职业压力与离职倾向及职业认同与离职倾向之间起到调节作用.结论:民办幼儿教师职业压力是离职倾向的风险因素,而职业认同和心理资本是离职倾向的保护性因素.

By defining the intension of the total quality performance model, the concrete framework of performance model is put forward based on BSC. In reference to key performance indicators, the total quality performance evaluation model of tobacco commercial enterprise was designed. The evaluation model assesses the performance from the strategic layer. Eventually the evaluation emphasis focuses on the key process and key performance. Therefore, the performance evaluation model pays attention to the results and the process. The evaluation result can better reflect the actual performance.

In virtue of analyzing the determinants factors of behavioral intention for service firms, the three factors, which were customer satisfaction, customer value and service quality, were put forward. Based on these, the structural equation model of behavioral intention and the research hypothesis were put forward. Therefore, by the empirical study of hotel, the hypothesis was tested.

By defining the concepts of customer satisfaction and customer loyalty, the interactive relationship between customer satisfaction and customer loyalty is explored. In restraining condition, according to the size of restraining factor, customer satisfaction seems to have nothing to do with customer loyalty or the relationship is weak. In the market environment of complete competition, when customer satisfaction surpasses the size of insensitiveness, the relationship between them becomes strong.