高星级饭店员工知识共享与服务创新的关系研究

发布时间：2018-03-16 01:28

本文选题：高星级饭店　切入点：知识管理　出处：《浙江大学》2012年硕士论文　论文类型：学位论文

【摘要】：随着我国饭店行业的迅速发展,饭店服务质量问题日益凸显,特别是饭店提供的标准化服务已经很难满足顾客日益个性化和多样化的需求。随着服务质量管理受重视程度愈加提高,服务创新成为理论界和实务界的关注点,以期为顾客提供“满意加惊喜”体验。尽管影响饭店服务创新的因素很多,但作为饭店核心资产的员工不能不说是一个非常重要的因素,而员工最为关键的又是其拥有的知识资本。因此,饭店必须塑造一种知识共享型文化,从而提升饭店服务创新绩效以最大程度满足顾客需求,最终保证饭店可持续发展。本文通过文献综述、调查研究和统计分析,探索了高星级饭店员工知识共享促动因素、共享过程与服务创新的逻辑关系。首先,在界定研究对象的基础上,对知识管理、知识共享和服务创新等研究进行了文献梳理以明晰研究方向；其次,在文献综述的基础之上,结合专家意见,提出研究模型,并对变量的测量进行问卷设计；再次,通过发放问卷获得研究数据,并运用SPSS18.0和AMOS7.0软件进行统计分析,验证了研究假设,修正了研究模型,并得出了五个主要结论：①个体因素中利他主义和情感承诺及组织因素中高层支持对饭店员工知识共享过程有正向的显著影响；②组织激励对员工知识贡献有显著正向影响,信息通信技术应用对知识收集有显著正向影响；③个体因素中自我效能感与知识共享过程之间存在紧密联系,但对其没有预测作用；④员工知识贡献和知识收集的意愿强度均能显著改善饭店服务创新绩效；⑤不同个体特征的员工在饭店知识共享促动因素、共享过程和服务创新的感知水平上存在着显著差异,其中年龄、文化程度、饭店行业工作年限、本饭店工作年限、工作部门和工作职位是六个重要的导致感知差异的因素。最后,根据研究结论,本文对塑造饭店知识共享型文化提出了六点管理建议：改善招聘流程,关注员工品行考核；加强内部培训,提升员工共享意识；重视文化建设,培养积极团队氛围；高层推动共享,营造饭店共享文化；完善激励制度,激活员工共享热情；关注技术革新,搭建知识共享平台。
[Abstract]:With the rapid development of the hotel industry in China, the problem of hotel service quality has become increasingly prominent. In particular, the standardized service provided by hotels has been difficult to meet the increasingly personalized and diversified needs of customers. With the increasing attention to service quality management, service innovation has become the focus of theoretical and practical circles. In order to provide customers with "satisfaction and surprise" experience. Although there are many factors affecting hotel service innovation, employees who are the core assets of the hotel cannot but say that it is a very important factor. Therefore, the hotel must shape a kind of knowledge sharing culture, in order to improve the hotel service innovation performance in order to meet the needs of customers to the greatest extent, and ultimately ensure the sustainable development of the hotel. Through literature review, investigation and statistical analysis, this paper explores the logical relationship among knowledge sharing motivators, sharing process and service innovation of employees in high star hotels. First, on the basis of defining the research object, the paper analyzes the knowledge management. Knowledge sharing and service innovation are reviewed to clarify the research direction. Secondly, on the basis of literature review, combined with expert opinion, the research model is put forward, and the questionnaire is designed to measure variables. The research data are obtained by issuing questionnaires, and the statistical analysis is carried out by using SPSS18.0 and AMOS7.0 software. The hypothesis of the research is verified and the research model is modified. Five main conclusions are drawn: altruism and affective commitment in the individual factor of 1 / 1 and high-level support in the organizational factor have a positive and significant effect on the knowledge sharing process of hotel staff. (2) organizational motivation has a significant positive impact on the employee's knowledge contribution. The application of information and communication technology has a significant positive effect on knowledge collection. There is a close relationship between self-efficacy and the process of knowledge sharing. However, the knowledge contribution of employees and the willingness to collect knowledge can significantly improve the performance of hotel service innovation. 5 the motivating factors of knowledge sharing among employees with different individual characteristics can be improved. There are significant differences in the process of sharing and the perceived level of service innovation, including age, education, length of service in the hotel industry, length of service in the hotel, The work department and the work position are six important factors leading to the difference of perception. Finally, according to the conclusion of the study, this paper puts forward six management suggestions to shape the hotel knowledge-sharing culture: improve the recruitment process, pay attention to the staff conduct assessment; Strengthen internal training, enhance staff sharing awareness; attach importance to cultural construction, cultivate a positive team atmosphere; promote the sharing of high-level, create a hotel sharing culture; improve the incentive system, activate staff sharing enthusiasm; pay attention to technological innovation, Build a knowledge sharing platform.
【学位授予单位】：浙江大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F272.92;F224

【引证文献】