内部营销对饭店企业一线员工工作绩效的影响研究
发布时间：2018-07-21 17:06
【摘要】：随着我国综合国力的不断增强，服务业也在迅速发展，在我国的GDP总值中，服务业的比重逐年增高。对于人员密集型行业来说，当前最需要的是具有顾客导向意识的员工。在服务业中，一线员工直接与顾客接触，代表的是企业的形象。一线员工同时又是服务的直接传递者，他们所提供的服务质量，对顾客的满意度会产生重要的影响作用，从而关系到服务企业的盈利水平。由于员工尤其是一线员工在服务型企业对外输出服务、提供产品的过程中具有重要的作用，所以在该类企业的人力资源管理中，员工的工作绩效问题一直以来是热门研究。饭店业是服务业的典型代表，而饭店业的一线员工的地位很重要，，饭店业一线员工相对于其它服务行业，其员工流失率非常严重。所以一线员工更应该引起企业的重视，饭店企业应该多关注其一线员工的需要，从而造就出满意的员工，以一流的绩效来实现饭店企业良好的可持续发展。 以往的研究大多是以激励理论的角度对员工的满意度以及员工的工作绩效进行深入研究，以期得到对管理实践有意义的结论。但随着内部营销理论的产生与不断发展，学术界逐渐发现内部营销可以作为一种新视角来对员工的满意度以及员工工作绩效进行研究。经过多年理论与实践研究，内部营销与员工满意度之间的关系已经研究成熟，但是内部营销对员工工作绩效影响机制的研究相对比较缺乏。本文以服务利润链为理论背景，引入三个变量，即员工满意度、员工工作绩效以及内部营销，以饭店业一线员工为研究的对象，探讨三个变量之间的关系，并且对一线员工满意度在内部营销与饭店企业一线员工工作绩效之间的中介作用进行实证检验。 本研究将内部营销作为自变量、一线员工工作绩效作为因变量、一线员工满意度作为中介变量，通过相关的数据统计分析，验证的结论有以下几点： （1）针对饭店企业的一线员工，内部营销、一线员工满意度、一线员工工作绩效的关系显著。即内部营销与一线员工满意度正相关；内部营销与一线员工工作绩效正相关；一线员工满意度与一线员工工作绩效正相关。（2）内部营销的四个维度均与一线员工满意度正相关；内部营销组合中的内部产品和内部促销与一线员工的工作绩效正相关；一线员工满意度的两个维度，内部满意度和外部满意度与一线员工工作绩效正相关，且与一线员工的关系绩效和任务绩效正相关。（3）验证了一线员工满意度在内部营销与一线员工工作绩效之间起到部分中介的作用，即内部营销会通过一线员工的满意度对一线员工的工作绩效产生相关的影响。这些研究结论对于内部营销与员工工作绩效关系的进一步研究提供了一定的理论基础，对饭店企业乃至服务业来说具有一定的管理实践意义。
[Abstract]:With the increasing of our country's comprehensive national strength, the service industry is developing rapidly, and the proportion of service industry is increasing year by year in the gross domestic product of our country. For people-intensive industries, what is most needed right now is a customer-oriented employee. In the service industry, front-line staff directly contact with customers, representing the image of the enterprise. First-line employees are also the direct delivery of services. The quality of service they provide will have an important impact on customer satisfaction, thus affecting the profit level of service enterprises. Since employees, especially front-line employees, play an important role in the process of exporting services and providing products to service-oriented enterprises, the issue of employee performance has always been a hot topic in the human resource management of this kind of enterprises. Hotel industry is a typical representative of service industry, and the status of front-line staff in hotel industry is very important. Compared with other service industries, the turnover rate of first-line employees in hotel industry is very serious. Therefore, the front-line staff should be paid more attention to, and the hotel enterprises should pay more attention to the needs of the first-line employees, so as to create satisfactory employees and achieve the good and sustainable development of hotel enterprises with first-class performance. Most of the previous studies are based on motivation theory of employee satisfaction and employee performance in-depth study in order to obtain meaningful conclusions on management practice. However, with the emergence and development of internal marketing theory, the academic community has gradually found that internal marketing can be used as a new perspective to study employee satisfaction and employee performance. After many years of theoretical and practical research, the relationship between internal marketing and employee satisfaction has been mature, but the research on the impact mechanism of internal marketing on employee performance is relatively lacking. This paper takes the service profit chain as the theoretical background, introduces three variables, that is, employee satisfaction, employee performance and internal marketing, discusses the relationship between the three variables, taking the hotel industry front-line staff as the research object. The paper also empirically tests the intermediary function between internal marketing and job performance of front-line staff in hotel enterprises. This study takes internal marketing as independent variable, front-line staff performance as dependent variable, front-line employee satisfaction as intermediary variable, and through relevant data statistical analysis. The conclusions of the verification are as follows: (1) the relationship between front-line employees, internal marketing, first-line staff satisfaction and front-line employees' job performance is significant. That is, internal marketing and front-line staff satisfaction is positive correlation, internal marketing and front-line staff work performance positive correlation. (2) the four dimensions of internal marketing are positively related to front-line staff satisfaction; The internal product and internal promotion in the internal marketing mix are positively correlated with the job performance of the front-line staff, while the two dimensions of the front-line employee's satisfaction, the internal satisfaction and the external satisfaction, are positively related to the first-line employee's job performance. And it is positively related to the relationship performance and task performance of front-line employees. (3) verify that front-line staff satisfaction plays a part of intermediary role between internal marketing and front-line staff performance. That is, internal marketing will have a related impact on the job performance of frontline staff through their satisfaction. These conclusions provide a theoretical basis for the further study of the relationship between internal marketing and staff performance, and have a certain management practical significance for hotel enterprises and even the service industry.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F719
[Abstract]:With the increasing of our country's comprehensive national strength, the service industry is developing rapidly, and the proportion of service industry is increasing year by year in the gross domestic product of our country. For people-intensive industries, what is most needed right now is a customer-oriented employee. In the service industry, front-line staff directly contact with customers, representing the image of the enterprise. First-line employees are also the direct delivery of services. The quality of service they provide will have an important impact on customer satisfaction, thus affecting the profit level of service enterprises. Since employees, especially front-line employees, play an important role in the process of exporting services and providing products to service-oriented enterprises, the issue of employee performance has always been a hot topic in the human resource management of this kind of enterprises. Hotel industry is a typical representative of service industry, and the status of front-line staff in hotel industry is very important. Compared with other service industries, the turnover rate of first-line employees in hotel industry is very serious. Therefore, the front-line staff should be paid more attention to, and the hotel enterprises should pay more attention to the needs of the first-line employees, so as to create satisfactory employees and achieve the good and sustainable development of hotel enterprises with first-class performance. Most of the previous studies are based on motivation theory of employee satisfaction and employee performance in-depth study in order to obtain meaningful conclusions on management practice. However, with the emergence and development of internal marketing theory, the academic community has gradually found that internal marketing can be used as a new perspective to study employee satisfaction and employee performance. After many years of theoretical and practical research, the relationship between internal marketing and employee satisfaction has been mature, but the research on the impact mechanism of internal marketing on employee performance is relatively lacking. This paper takes the service profit chain as the theoretical background, introduces three variables, that is, employee satisfaction, employee performance and internal marketing, discusses the relationship between the three variables, taking the hotel industry front-line staff as the research object. The paper also empirically tests the intermediary function between internal marketing and job performance of front-line staff in hotel enterprises. This study takes internal marketing as independent variable, front-line staff performance as dependent variable, front-line employee satisfaction as intermediary variable, and through relevant data statistical analysis. The conclusions of the verification are as follows: (1) the relationship between front-line employees, internal marketing, first-line staff satisfaction and front-line employees' job performance is significant. That is, internal marketing and front-line staff satisfaction is positive correlation, internal marketing and front-line staff work performance positive correlation. (2) the four dimensions of internal marketing are positively related to front-line staff satisfaction; The internal product and internal promotion in the internal marketing mix are positively correlated with the job performance of the front-line staff, while the two dimensions of the front-line employee's satisfaction, the internal satisfaction and the external satisfaction, are positively related to the first-line employee's job performance. And it is positively related to the relationship performance and task performance of front-line employees. (3) verify that front-line staff satisfaction plays a part of intermediary role between internal marketing and front-line staff performance. That is, internal marketing will have a related impact on the job performance of frontline staff through their satisfaction. These conclusions provide a theoretical basis for the further study of the relationship between internal marketing and staff performance, and have a certain management practical significance for hotel enterprises and even the service industry.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F719
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