酒店基层员工心理资本、情绪劳动对服务绩效的影响研究

发布时间：2018-04-10 20:03

本文选题：酒店基层职工心理资本 + 情绪劳动　；参考：《华侨大学》2017年硕士论文

【摘要】：在数字化、信息化高度发展的“互联网+”时代,酒店之间的竞争日益残酷和白热化。在这种快节奏、高要求、高强度的环境下,酒店业职工的工作压力也进一步上升。另外,酒店基层职工的频繁离职、高流失率已成为酒店行业的一种常态,是酒店业公认的一大难题,阻碍了酒店健康、可持续发展。随着西方心理资本、情绪劳动研究的渐趋成熟,我国学者对此也开始引起关注。本研究以福建闽南——厦门、泉州高星级酒店下层职工为研究目标,探讨心理资本、情绪劳动对酒店下层职工服务绩效的影响。本研究在梳理文献的基础上,采用成熟的心理资本量表、情绪劳动量表和服务绩效量表作为研究工具,通过问卷调查,经过多种有效的渠道采集相关数据,并运用SPSS统计分析方法研究三者之间的关系;通过实证研究探讨福建闽南高星级酒店下层职工人口统计学变量、心理资本、情绪劳动对服务绩效的影响。在文献分析、理论研究基础上,再结合实践调研,本文得出的研究结果如下:1、闽南酒店基层职工的心理资本、情绪劳动小构面与服务绩效在年龄、婚姻状况、学历、工作年限以及月收入等人口统计学变量上存在不同程度的差异;2、闽南酒店基层职工心理资本及其小构面和服务绩效明显正向关;3、闽南酒店基层职工表层行为与服务绩效呈明显负向关系;深层行为、自然表现与服务绩效呈明显正向关系;4、闽南酒店基层职工心理资本与表层行为呈明显负向关系;与深层行为、自然表现呈明显正向关系;5、闽南酒店基层职工心理资本和情绪劳动小构面能够明显预测服务绩效,且情绪劳动个小构面在心理资本与服务绩效之间具有部分中介作用。最后,本文依据研究结论为酒店管理者建言献策,概括本研究获得的进展与局限并指出了往后的研究目标。
[Abstract]:In the era of digitalization and informatization, the competition between hotels is increasingly cruel and intense.In this fast-paced, high-demand, high-intensity environment, the hotel industry staff work pressure is also further increased.In addition, the frequent turnover of grass-roots staff, high wastage rate has become a normal in the hotel industry, is recognized as a major problem in the hotel industry, hindering the healthy and sustainable development of the hotel.Along with the western psychological capital, the emotion labor research gradually matures, our country scholar also began to arouse the attention to this.The purpose of this study is to explore the effect of psychological capital and emotional labor on the service performance of hotel staff and workers in Fujian Min-Xiamen, Quanzhou high star hotel.On the basis of combing the literature, this study adopts mature psychological capital scale, emotional labor quantity scale and service performance scale as research tools, through questionnaires, through a variety of effective channels to collect relevant data.Using the SPSS statistical analysis method to study the relationship between the three; through the empirical study to explore the lower level of Fujian Minnan star hotel demographics variables psychological capital emotional labor on service performance.On the basis of literature analysis, theoretical research and practical investigation, the research results obtained in this paper are as follows: 1. Psychological capital, emotional labor and service performance of grass-roots staff in Minnan Hotel in age, marital status, educational background.There are different degrees of differences in demographic variables such as working years and monthly income. The psychological capital of grass-roots staff and workers in Minnan Hotel and their small structure and service performance are obviously positive, and the superficial behavior and service of grass-roots staff in Minnan Hotel are obviously positive.The relationship between performance and performance is negative;Deep behavior, natural performance and service performance showed a significant positive relationship. 4. Psychological capital of grass-roots staff and workers in Minnan Hotel showed a negative relationship with surface behavior and deep behavior.The natural performance is obviously positive. The psychological capital and emotional labor of the grass-roots staff can predict the service performance obviously, and the emotional labor has some mediating effect between psychological capital and service performance.Finally, based on the conclusions of the study, this paper provides suggestions for hotel managers, summarizes the progress and limitations of this study and points out the future research objectives.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F719.2

【参考文献】