中文摘要：

个人服务导向是组织服务能力的核心。自20世纪90年代以来,服务导向已成为服务营销领域备受关注的研究主题。本研究聚焦于个人服务导向,在深入剖析个人服务导向内涵的基础上,从个体层面和组织层面系统地梳理和评析了个人服务导向影响因素及作用机理,提出了多层次多视角下个人服务导向影响因素模型,丰富了个人服务导向的理论基础,并在此基础上对未来的研究方向进行了展望。

英文摘要：

Personal service orientation is the core of organizational service ability. Since 1990, serviceorientation has become the research topic in service marketing. By analyzing the connotation of personal service orientation and by reviewing the impact factors and the role of personal service orientation factors individually and organizationally, the article puts forward a multilevel and multi-perspective personal serviceorientation model to enrich the theory of personal service. Finally, it puts forward some prospects for futureresearch.