合肥古井假日酒店员工工作倦怠的成因及对策研究

发布时间：2018-05-06 12:42

本文选题：古井假日酒店 + 工作倦怠　；参考：《安徽大学》2013年硕士论文

【摘要】：进入21世纪以来,随着我国经济社会发展,各行各业的工作人员都面临着巨大的工作压力,员工的职业安全感严重下降。如果个体长期处在环境、组织等压力之下得不到舒解,工作倦怠问题便会产生。工作倦怠不仅影响个体的身心健康、人际关系,而且会使个体对工作产生消极态度,降低工作绩效。身处服务行业的酒店员工,是连接顾客和酒店服务的载体,其服务过程中的行为表现,不仅直接决定服务质量的优劣以及酒店的形象,更是关乎酒店经营活动成败的关键。在今天,酒店行业已经成为现代社会经济中,招聘员工人数多,劳动强度大,流动性高的行业。随着酒店业工作综合性、复杂性以及竞争性的增加,员工会逐渐产生心理和生理上的疲惫,工作热情下降,工作效率降低,最终造成酒店流失率的升高,酒店行业在人力资源市场上也将面临困境,因此,员工倦怠问题在酒店业开始受到广泛关注。对于工作倦怠的研究,国内外都有了一些丰富的理论成果,但是在具体应用上大部分实证研究都集中在医护、教师、新闻等行业,而对于酒店行业员工工作倦怠的研究还不是很多,尤其是以某个酒店为研究对象,具体分析员工倦怠的实证研究更是少见。本研究是在国内外关于工作倦怠的相关研究成果的基础上,选择作者工作了10多年的合肥古井假日酒店为研究对象,通过问卷调查和访谈,对酒店员工的工作倦怠的现状和原因进行分析,并提出相应的对策。研究发现,在合肥古井假日酒店的员工中较为普遍存在工作倦怠现象,不同级别和不同岗位的员工导致工作倦怠的因素存在显著差异。本研究分为六个部分,第一部分根据实际问题,说明本文的研究目的、意义、章节构架、研究思路及方法。第二部分为文献综述,整理出工作倦怠的概念、维度、特征、测量及国内外的研究和趋势。第三部分描述了合肥古井假日酒店的基本情况,并介绍、分析了当下酒店顾客满意度、员工工作满意度和流失率状况。第四部分借鉴国内外针对服务业使用较多,信度和效度都得到验证的工作倦怠量表MBI-HSS,设计并发放问卷,收集数据,然后利用SPSS13.0统计软件,描述性统计分析及方差分析等方法分析导致工作倦怠的原因。第五部分通过问卷分析得出的结果,提出探索性的因子分析,并提出有效缓解合肥古井假日酒店员工工作倦怠的干预措施,为企业管理提供理论借鉴。第六部分是研究结论和展望,对研究结论进行归纳,提出本研究的创新和不足之处。
[Abstract]:Since entering the 21st century, with the development of economy and society in our country, the staff of all kinds of industries are faced with great pressure of work, and the sense of professional security of the staff has declined seriously. If the individual is under the pressure of environment and organization for a long time, the problem of job burnout will arise. Job burnout not only affects the individual's physical and mental health and interpersonal relationship, but also makes the individual have a negative attitude to the job and reduce the job performance. Hotel staff in the service industry is the carrier of connecting customers and hotel service. The behavior performance in the service process not only directly determines the quality of service and the image of the hotel, but also relates to the success or failure of hotel management activities. Today, the hotel industry has become a modern economy, the number of employees recruited, labor intensity, high mobility industry. As the hotel industry becomes more comprehensive, more complex and more competitive, employees will gradually become mentally and physically tired, work enthusiasm will decline, work efficiency will decrease, and the hotel wastage rate will eventually increase. Hotel industry will also face difficulties in the human resources market, therefore, the issue of employee burnout in the hotel industry began to receive widespread attention. For the study of job burnout, there have been some rich theoretical results at home and abroad, but most of the empirical research in the specific application is focused on medical care, teachers, journalism and other industries. But for the hotel industry staff job burnout research is not many, especially in a hotel as the research object, the specific analysis of employee burnout empirical research is rare. This research is based on the related research results of job burnout at home and abroad, selected Hefei Gujing Holiday Inn, which has worked for more than 10 years, as the research object, through questionnaire investigation and interview. This paper analyzes the present situation and causes of hotel staff job burnout, and puts forward corresponding countermeasures. It is found that the phenomenon of job burnout is common among employees of Gujing Holiday Inn in Hefei, and there are significant differences in the factors leading to job burnout among employees of different grades and positions. This research is divided into six parts. The first part explains the research purpose, significance, chapter structure, research ideas and methods according to practical problems. The second part is a literature review. The concept, dimension, characteristics, measurement, research and trends of job burnout at home and abroad are sorted out. The third part describes the basic situation of Hefei Gujing Holiday Inn, and analyzes the present hotel customer satisfaction, employee job satisfaction and turnover. The fourth part draws lessons from MBI-HSS, which is widely used at home and abroad for service industry, and its reliability and validity are verified, designs and issues questionnaires, collects data, and then uses SPSS13.0 statistical software. Descriptive statistical analysis and variance analysis were used to analyze the causes of job burnout. The fifth part through the questionnaire analysis results, proposed the exploratory factor analysis, and proposed the effective alleviation Hefei Gujing Holiday Inn staff job burnout intervention measures, provides the theory reference for the enterprise management. The sixth part is the conclusion and prospect of the research.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F719

【参考文献】