成都南湖梦幻岛员工自主探究性学习与员工服务绩效关系研究

发布时间：2018-05-24 20:10

本文选题：主题公园 + 员工服务绩效　；参考：《西南财经大学》2014年硕士论文

【摘要】：随着现代旅游业的飞速发展,越来越严峻的外在环境加剧了服务企业的竞争。其中,服务企业绩效竞争显得尤为明显且重要,成为了企业制胜的关键。由于服务企业对质量的要求越来越高,因此,对于质量提供者的员工要求也是相应提高,只是,如何提高员工服务水平以达到员工绩效的提升进而促进企业的绩效提高呢?有研究证明,培训作为开发与发展人力资源的基本手段,已成为现代企业提高绩效、实现企业和员工双赢的有效手段。为了获得有效的培训效果,应当确立“大培训”的理念,重视员工的自我培训,激励员工的自我学习、自我追求、自我实现的愿望,进而提高员工素质,发挥“人”的价值,围绕“人”来构筑企业的核心能力1。早在1981年,彭兰德2(Penland)就曾指出,今天企业的培训与教育具有3个显著特征：首先,工人必须积极响应,因为培训者很难准确确定复杂多变的工作与教育需要,只有员工自己才清楚需要什么样的帮助；第二,由于员工需要对工作中的突发事件做出快速、灵活的处理,他们不可能完全依靠培训或管理人员的指导来应对面临的问题；第三,对于复杂的、需要智力高度参与的工作,员工必须致力于积极主动地理解工作任务,自主设计解决问题的方案。基于这个想法,本研究通过相关文献的梳理,明确了组织内部的学习作为一种培训方式对员工服务绩效影响十分巨大。同时,由于在企业中的员工个人绩效总和等同于企业绩效,由此可以说明员工的学习直接影响着企业的核心竞争力。那么,我们应该采用何种有效的方式进行学习以促进员工绩效哪一方面的提升呢?本研究将选取成都南湖梦幻岛为研究地点,在综合前人研究的基础上,运用员工角度服务质量模型,结合员工自主探究性学习方式对员工服务绩效的影响展开探索性研究。无论是作为一个企业的根基,还是针对一个企业的可持续发展,都需要从企业的绩效上体现出来,而企业绩效中的员工服务绩效显得尤为重要。学者Parasuraman、Zeitham and Berry认为,服务绩效等于实际感受的服务绩效与期望的服务绩效之差,服务绩效是在传递过程中及服务提供者和顾客间动过程中所产生的服务水平优劣程度3,本研究认同他们的观点,认为服务绩效既扮演着提高员工服务质量的角色,又承担着提高顾客满意度和整个企业绩效的任务。从本研究中可以看出,影响这些因素的主要维度是：任务绩效、工作奉献、学习绩效和创新绩效。而如何提高企业绩效,或者应该从以上几个维度着手考虑。近年来,一方面由于企业服务绩效提升的迫切性,另一方面由于企业外部竞争的激烈性,企业面对如此复杂的环境如何提高服务绩效?又怎样提高服务绩效以适应形势的发展?这方面的研究是重点也是难点而且相当成熟且可借鉴。但是,企业将员工学习作为一种培训方式进而展开对员工服务绩效的测量研究,还未形成系统的理论和专业的知识。2004年,海波等4认为组织学习是指组织为了实现自身愿景或者适应外界环境变化,在个体、团队和组织之间进行的,能不断产生新知识并可以对这些知识进行解释、整合的社会化互动过程。而自主探究性学习本质上是强调组织中的个人,在组织学习的基础上进行的个人探究性学习。这种学习不仅考虑到了组织学习,而且更加强调以员工为主体,以活动为中心,以培养员工自学能力和创新精神为核心的观点5。本文通过对自主探究性学习相关理论的梳理,结合员工角度的服务绩效维度,从研究的实际需要出发,在文献回顾的基础上对员工自主探究性学习的方式进行了总结。本研究以学习因素作为切入点,针对采用何种方式进行学习提炼出了自主探究性学习方式,用以研究企业如何利用自身优势,让员工能够通过有效的方式提升服务绩效以期让顾客满意,达到实现企业可持续发展目的。所以,从自主探究性学习方式这个角度展开对企业服务绩效提升的研究正是本文的关注点和研究点。本研究采取了理论与实证相结合、定量和定性相结合的研究方法,主要的研究方法有文献研究法、交叉研究法、问卷调查法、统计分析法和系统研究法。通过文献研究方法获得本研究所需要的理论基础与模型；通过交叉研究法明确研究对象以及研究问题的维度与细项指标；通过问卷调查法,得到前后两次实验员工对案例地服务的评价：通过数理统计分析法,挖掘数据,解读数据；通过系统研究法,以整体的观念,对系统内要素进行组合、分解、协调以及反馈分析结果。具体操作如下：本研究在对员工服务绩效、员工自主探究性学习和人口信息统计相关研究成果的收集归纳、整理的基础上,提出了基于员工角度的服务绩效模型并构建自主探究性学习模型；本研究在选取员工角度服务绩效测量指标后,以成都南湖梦幻岛主题公园60名一线员工为调查对象,设计调查问卷；在间隔周期为15天前后两次的实地调查中,第一次调研获得60份有效问卷后,请被测试员工了解服务绩效的必要性及重要性,让他们自己采用自己的学习方式,可结合个体间探索式学习、个体转化式学习和个体利用式学习方式,经过两周不受时间和空间限制的自主探究性学习后,第二次进行实地调查,获得58份有效问卷,在此基础上结合人口信息统计对前后两次问卷进行对比分析,进而得出研究结论和建议。本文研究的目的主要有：首先,在对相关理论进行系统分析与总结的基础上,借鉴并转换了员工角度服务绩效理论在旅游业中的运用,对代表性的服务绩效量表进行介绍,进而在前人研究成果的基础之上,确定本研究员工角度服务绩效的维度,并识别各维度测量指标。其次,通过实际调研,分析成都南湖梦幻岛员工服务绩效在各维度、各测量指标上的现状。再次,通过对学习相关理论的文献归纳、分析和总结,结合研究实际,提炼出适合本研究的自主探究性学习方式。最后,以自主探究性学习为变量,对成都南湖梦幻岛员工服务绩效进行前后两次实验进行对比分析,试图分析出进行自主探究性学习方式实验前后的员工服务绩效差异点,进而为提高成都南湖梦幻岛绩效服务,同时为主题公园乃至旅游业的人性化、精细化管理建言献策。本文的研究意义在于：借鉴并转换了员工角度服务绩效理论；综合梳理了学习方面的文献,提炼出了自主探究性学习方式,并对其维度特征进行了描述；选取成都南湖梦幻岛为案例地,利用员工自主探究性学习方式对员工服务绩效影响前后进行对比验证,将前后两次实验数据进行对比研究T检验,找出员工进行自主探究式学习前后服务绩效变化的异同,以期为企业提高服务绩效探索出更好的管理建议；本文的研究结论对实现服务企业可持续发展等都具有很好的指导意义。本文的研究内容主要包括五个部分。第一部分是绪论。主要是对本研究的研究背景、研究目的和意义、研究思路与方法、研究内容及研究可能存在的创新进行说明和总结。第二部分是文献综述。该部分分别从员工服务绩效、员工自主探究性学习和人口信息统计三个方面进行文献的梳理与总结。这部分的研究目的是：在文献梳理和总结的基础上,明确员工服务绩效、员工自主探究性学习的维度和人口信息统计来源。第三部分是研究设计。该部分主要是结合服务质量量表构建适合本研究对象的服务绩效测量量表,同时,结合专家经验,形成最终问卷,收集数据。第四部分是实证分析。首先是对员工个人的基本信息和服务绩效测量指标进行描述性分析。其次,通过T检验对比分析前后两次实验数据各维度上的差异性。第五部分是结论与建议。这部分主要是对本研究的创新点和结论进行总结,进而针对具体的研究对象提出合理建议,最后说明本研究的局限性并对未来的研究进行展望。通过一系列的分析,本文研究发现：本研究对所得到的数据进行简单处理之后,利用专业统计软件进行对比分析,实验进一步说明了自主探索性学习方式对员工服务绩效存在有显著正向关系。最后,根据研究结果,对成都南湖梦幻岛的人力资源管理提出针对性的意见和建议：主题公园应重视员工培训；主题公园应对员工的学习给予全力的支持；主题公园应完善现有的奖励制度以激励员工等。本研究的局限主要表现在以下几个方面：首先,在问卷设计上,问卷过于精简。在以后的研究中可以适当增加选项,以提高数据的可靠性。其次,受各方面因素限制,本研究在样本量上还是不足够,这在一定程度上降低了本研究数据的真实性和可靠性。再次,学习是一项系统而复杂的过程,而自主探究性学习更是具有其本身的特性,对于本研究来说,其不可控性太强,所以,在以后的研究还需要针对研究对象进行具体问题具体分析。第四,本研究主要探讨了自主探究性学习方式对员工服务绩效的影响,但是并没有在论文中具体说明为了提升企业绩效,企业应该怎样行动才能切实地提高自主探究性学习的能力或水平,因此,未来的研究可以往这方面进行深入细化。本研究可能存在的创新有：文中首先的创新之处在于转换了服务质量模型的研究视角,将服务质量研究视角转换到了员工角度的服务绩效研究；并通过文献梳理提炼出了任务绩效、工作奉献、学习绩效和创新绩效四个维度,加上通过专家确认的权重来对服务绩效从员工角度进行测量,从而检测其信度和效度。其次,提出了自主探究性学习概念并创建了模型,填充了本研究的理论基础。
[Abstract]:With the rapid development of modern tourism , the competition of service enterprises is more and more severe .
Second , because employees need quick and flexible handling of emergencies in their work , they cannot rely solely on the guidance of training or managers to deal with problems facing them ;
Thirdly , it is necessary to work actively and actively understand the work task and design the problem based on this idea . Based on this idea , it is clear that the organization ' s learning is a kind of training mode to influence the employee ' s performance . At the same time , it can be explained how effective the employee ' s learning affects the core competence of the enterprise .

The research agrees that the service performance is equal to the actual perceived service performance and the expected service performance , and the service performance is the task of improving the customer satisfaction and the performance of the whole enterprise .

In recent years , on the one hand , because of the urgency of enterprise service performance improvement , and on the other hand , because of the intensity of enterprise external competition , how to improve service performance and how to improve service performance in order to meet the development of the situation .

The research adopts the combination of theory and demonstration , quantitative and qualitative research methods , and the main research methods are documentary research , cross - study , questionnaire , statistical analysis and systematic research .
The dimension and the fine items of the object and the research problem are clearly defined by the cross - study method .
Through the questionnaire method , the evaluation of the case - based service is obtained by two experiment staff : through mathematical statistics analysis , mining data and interpreting the data ;
Through systematic research , combining , decomposing , coordinating and feedback analysis of the elements in the system based on the whole concept , this paper puts forward a service performance model based on employee ' s angle and constructs an independent inquiry learning model on the basis of collecting and summarizing the research results of employee service performance , employee self - inquiry learning and demographic information statistics .
After selecting the performance measurement index of employee ' s angle service , the research questionnaire was designed based on 60 first - line employees of the theme park of South Lake in Chengdu .
In the field investigation twice before and after the interval period of 15 days , after the first survey received 60 questionnaires , the test staff was asked to understand the necessity and importance of the service performance . After two weeks of independent inquiry learning without time and space limitation , the second survey was carried out to obtain 58 effective questionnaires . Based on this , 58 effective questionnaires were obtained . Then , the results of the two questionnaires were compared with the population information statistics , and the conclusions and suggestions were obtained .

Based on the systematic analysis and summary of relevant theories , this paper introduces and analyzes the application of employee ' s angle service performance theory in the tourism industry , introduces the representative service performance scale , and then makes a comparative analysis on the performance of employee ' s service performance on the basis of previous research results .

The significance of this paper is to draw lessons from and transform the theory of employee ' s angle of service performance ;
The paper summarizes the literature of learning , summarizes the way of self - inquiry learning , and describes its dimension characteristics ;
Based on the comparison between the two experimental data before and after the influence of the employee ' s self - inquiry learning style on the employee ' s service performance , the author compares the two experimental data to find out the similarities and differences between the service performance changes before and after the employee ' s independent inquiry learning , so as to find out better management suggestions for the enterprise to improve the service performance .
The conclusion of this paper is of great significance to the realization of sustainable development of service enterprises .

This part mainly consists of five parts . The first part is introduction . The research background , research aim and significance of this study , the research thoughts and methods , the dimension of the employee ' s independent inquiry learning and the statistical origin of population information are summarized . The second part is the research design .

Through a series of analysis , this paper has found that after simple processing of the obtained data , this paper makes a comparative analysis by using the professional statistical software , and further illustrates that the self - exploration learning style has a significant positive relation to the performance of employee service . Finally , according to the results of the research , the author puts forward some suggestions and suggestions on human resources management in Mengyin Island , Chengdu , which should pay attention to the training of employees ;
The theme park should give full support to the employees ' learning ;
The theme park should perfect the existing incentive system to motivate employees , etc .

The limitation of this study is mainly manifested in the following aspects : First , the questionnaire is too thin in the design of questionnaire . In the future research , we can add the option properly to improve the reliability of data . Secondly , it is not enough in sample size to improve the reliability of data .

The innovation of this study is that the first innovation in this study lies in the conversion of the research perspective of the quality of service model , and the conversion of the quality of service research perspective to the service performance of the employee ' s angle ;
The paper reviews the four dimensions of task performance , service dedication , learning performance and innovation performance , and adds the weight gained by experts to measure the service performance from the employee ' s angle , so as to detect its reliability and validity . Secondly , the concept of independent inquiry learning is put forward and the model is created to fill the theoretical basis of this study .
【学位授予单位】：西南财经大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F592.6

【参考文献】