酒店员工情绪劳动、工作满意度与组织公民行为的关系研究

发布时间：2018-01-29 14:24

本文关键词： 酒店员工情绪劳动组织公民行为工作满意度　出处：《湖南师范大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着全国上下倡导“以人为本”的服务理念与管理理念,关注个体重视人力资源,成为企业达成目标、提高竞争力,谋求可持续发展的有效措施,对于情感密集型的酒店服务业更是如此。表达符合职业要求的情绪行为、表现促进组织效率的组织公民行为日益受到社会文化和社会公众的鼓励,并成为组织提高服务质量、增加绩效的巧妙手段。梳理国内外文献我们发现,关注酒店员工情绪劳动与组织公民行为现实情况的研究尚不多见,在理论层面,已有学者就两者的关系进行初探,但后续鲜有学者开展更为深入、全面的探讨,鉴于此,本研究拟通过引入工作满意度,采用实证研究探讨酒店员工的情绪劳动、工作满意度与组织公民行为间的关系,既在理论上丰富组织管理理论,又揭示酒店员工情绪劳动与组织公民行为的现实情况,为服务业的人力资源的开发和管理工作拓宽视野。本研究在对情绪劳动、组织公民行为与工作满意度的相关概念、理论及国内外研究现状述评的基础上,提出三者间的关系假设。对张家界市5家酒店的员工开展问卷调查,运用因子分析、信度分析、单因素方差分析、相关分析、回归分析等统计方法对所获数据进行分析,所得结论如下：第一、酒店员工情绪劳动的表层扮演、情绪要求多样性对工作满意度表现出负向影响,深层扮演表现出正向影响。第二、酒店员工的工作满意度对组织公民行为的四个层面,即社会层面、组织层面、群体层面、自我层面均产生正向影响。第三、酒店员工情绪劳动的表层扮演对社会层面、组织层面、自我层面的组织公民行为产生负向影响；深层扮演对组织层面、群体层面、自我层面的组织公民行为产生正向影响；情绪表达频率对群体层面的组织公民行为产生负向影响；情绪要求多样性对自我层面的组织公民行为产生负向影响。第四、在表层扮演对组织公民行为社会层面的影响关系中,工作满意度产生一定的中介作用；在表层扮演、深层扮演对组织公民行为组织层面的影响关系中,工作满意度表现出一定的中介作用；在深层扮演对组织公民行为群体层面的影响关系中,工作满意度产生一定的中介作用。第五、被调查的酒店员工承担着较强的情绪劳动,除了完成本职工作外,也表现出一定的组织公民行为,不同性别、年龄、学历、职位层次、工龄的酒店员工在两者上的表现存在部份差异性。
[Abstract]:With the promotion of "people-oriented" concept of service and management throughout the country, attention to the individual attention to human resources, become an effective measure for enterprises to achieve goals, improve competitiveness, and seek sustainable development. For the emotional intensive hotel service industry, the expression of emotional behavior in line with the professional requirements, organizational citizenship behavior to promote organizational efficiency is increasingly encouraged by social culture and the public. And become a clever means to improve service quality and increase performance. Combing the domestic and foreign literature we find that there are few researches on the emotional labor and organizational citizenship behavior of hotel staff in the theoretical level. There are some scholars on the relationship between the two to explore, but the follow-up few scholars to carry out a more in-depth, comprehensive discussion, in view of this, this study through the introduction of job satisfaction. The empirical study is used to explore the relationship among emotional labor, job satisfaction and organizational citizenship behavior of hotel staff, which enriches the theory of organizational management in theory. It also reveals the reality of emotional labor and organizational citizenship behavior of hotel staff, and widens the vision for the development and management of human resources in the service industry. This study is based on the related concepts of emotional labor, organizational citizenship behavior and job satisfaction, theory and current research situation at home and abroad. Put forward the relationship between the three hypotheses. 5 hotels in Zhangjiajie City to carry out a questionnaire survey, using factor analysis, reliability analysis, single-factor variance analysis, correlation analysis. Statistical methods such as regression analysis are used to analyze the obtained data. The conclusions are as follows: Firstly, the surface layer of emotional labor of hotel staff, the diversity of emotional requirements has a negative impact on job satisfaction, while deep play shows a positive impact. Second, the job satisfaction of hotel staff has a positive impact on the four levels of organizational citizenship behavior, namely, social level, organizational level, group level, and self-level. Thirdly, the surface layer of emotional labor of hotel staff has a negative impact on the organizational citizenship behavior at the social, organizational and self-level levels. Deep acting has a positive effect on organizational citizenship behavior at organizational level, group level and self level; The frequency of emotional expression has a negative effect on organizational citizenship behavior at group level. Emotional diversity has a negative effect on self-level organizational citizenship behavior. In 4th, job satisfaction plays an intermediary role in the influence of the surface layer on the social level of organizational citizenship behavior; In the influence relationship between the surface acting and the deep acting on the organizational level of organizational citizenship behavior, job satisfaction shows a certain intermediary role; Job satisfaction plays an intermediary role in the deep influence on the group level of organizational citizenship behavior. In 5th, the hotel staff were responsible for strong emotional labor, in addition to the completion of their own work, but also showed a certain degree of organizational citizenship behavior, different gender, age, education, job level. There are some differences in the performance of hotel staff.
【学位授予单位】：湖南师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F719;F272.92;F224

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