酒店员工关系管理与组织公民行为的关系研究

发布时间：2018-04-15 07:26

本文选题：员工关系管理 + 组织公平感　；参考：《海南大学》2013年硕士论文

【摘要】：酒店是以服务为导向的企业,顾客的满意度和忠诚度是一个酒店得以生存与发展的关键要素,而顾客的满意和忠诚则来源于酒店所提供的优质服务。随着国外酒店集团的加入,酒店行业竞争日趋激烈,顾客对优质服务的定义不再仅仅局限于酒店所提供的日常基本规范服务,而是能够将标准化管理与个性化服务的完美结合。即酒店员工在标准化服务的基础上,能够积极主动、观察入微、善于为客人着想,在客人开口之前,为客人提供满足其个性需求的个性化服务,超出他们的预期,这种积极主动性就属于组织公民行为的一部分。那么如何激发员工组织公民行为的产生,正是本文所要研究的内容。本文通过对文献的回顾,从人力资源的角度出发,引入组织公平理论与组织支持理论作为中间变量,重点讨论员工关系管理与组织公民行为之间所存在的关系。经过理论分析推测,员工关系管理不仅直接与员工组织公民行为显著正相关,并且积极影响员工的组织公平感与组织支持知觉,而员工的组织公平感与组织支持知觉进一步影响组织公民行为的产生。在对以上关系演绎的基础上,编制问卷,针对酒店行业员工做实践调查。并运用SPSS16.0对收集到的数据进行信度效度分析,因子回归分析等,分析结果证明员工关系管理显著直接正向影响员工组织公民行为的产生,并对组织公平感与组织支持知觉产生作用,进而间接影响员工的组织公民行为。
[Abstract]:Hotel is a service-oriented enterprise. Customer satisfaction and loyalty are the key elements of the survival and development of a hotel, while customer satisfaction and loyalty come from the excellent service provided by the hotel.With the entry of foreign hotel groups, the competition of hotel industry is becoming more and more fierce. The definition of high quality service is not only limited to the basic standard service provided by hotel, but also the perfect combination of standardized management and personalized service.That is, on the basis of standardized service, hotel staff are able to be proactive, observable, considerate, and provide guests with personalized services to meet their personal needs before opening their mouth, exceeding their expectations.This initiative is part of organizational citizenship.So how to stimulate the emergence of organizational citizenship behavior, is the content of this paper.Based on the review of the literature and from the point of view of human resources, this paper introduces the theory of organizational justice and the theory of organizational support as the intermediate variable, and discusses the relationship between employee relationship management and organizational citizenship behavior.Through theoretical analysis, it is inferred that employee relationship management is not only directly positively related to organizational citizenship behavior, but also positively affects the perception of organizational justice and organizational support.The sense of organizational justice and organizational support of employees further affect the emergence of organizational citizenship behavior.On the basis of the deduction of the above relationship, a questionnaire is compiled to investigate the hotel staff.Using SPSS16.0 to analyze the reliability and validity of the collected data, factor regression analysis and so on, the results show that employee relationship management has a significant direct positive impact on the emergence of employee organizational citizenship behavior.It has an effect on the sense of organizational justice and perception of organizational support, and then indirectly affects the organizational citizenship behavior of employees.
【学位授予单位】：海南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F719

【参考文献】