酒店员工情绪劳动与工作倦

发布时间：2018-10-05 08:07

【摘要】：作为区别于体力劳动和脑力劳动的第三种劳动形式，情绪劳动日益受到了相关学者和管理实践者的关注。对于酒店行业来说，与宾客接触的高交互性决定了酒店员工每天都要面临情绪劳动的挑战，进而影响其对工作的倦怠感及工作满意度。因此，合理掌控和调节员工的情绪劳动、预防工作倦怠、提高工作满意度成为酒店人力资源管理不容忽视的热点问题。本文以现有研究成果为理论基础，以五家星级酒店的员工为样本，主要采取问卷调查的方法，对其情绪劳动现状及其与工作倦怠、工作满意度的关系进行探讨。首先，通过对国内外现有理论成果进行梳理发现，国内关于情绪劳动研究成果并不多，针对酒店行业的相关实证研究更是十分缺乏。所以本文结合国外及台湾地区相关研究成果，建立情绪劳动、工作倦怠、工作满意度的研究模型并提出研究假设。其次，选用国外较成熟的情绪劳动、工作倦怠、工作满意度量表，并通过spss18.0进行数据分析。运用描述性统计分析、方差分析、T检验、相关分析及多元回归分析得出研究结果，研究发现：情绪劳动的两个维度均在受教育程度方面有显著差异；情绪耗竭和去人格化在性别上有显著差异。表层行为与情绪耗竭、去人格化正相关，，但对工作满意度并无显著影响；深层行为与去人格化、低成就感负相关，对工作满意度有显著的正向影响；最后，针对研究结论，本文提出酒店行业情绪管理效果的六项提升对策，包括提高管理者的情绪管理意识、将情绪管理纳入到酒店日常管理、重视员工消极情绪的疏导、完善酒店用人机制、丰富酒店培训课程以及塑造良好的酒店企业文化。本文不仅是对国内情绪劳动实证研究的有益补充，也为国内酒店行业员工招聘、培训和情绪劳动管理提供了理论依据和实践指导。
[Abstract]:As the third form of labor, emotional labor has been paid more and more attention by scholars and management practitioners. For hotel industry, the high interaction with guests determines that hotel staff face the challenge of emotional labor every day, and then affect their job burnout and job satisfaction. Therefore, reasonable control and regulation of employees' emotional labor, prevention of job burnout and improvement of job satisfaction have become hot issues that can not be ignored in hotel human resources management. Based on the existing research results and taking the staff of five star hotels as samples, the present situation of emotional labor and its relationship with job burnout and job satisfaction are discussed in this paper. First of all, by combing the existing theoretical results at home and abroad, we find that there are few researches on emotional labor in China, and the related empirical research on hotel industry is very scarce. Therefore, this paper establishes the research model of emotional labor, job burnout, job satisfaction and puts forward the research hypothesis. Secondly, the mature foreign emotional labor, job burnout, job satisfaction scale were selected, and the data were analyzed by spss18.0. Using descriptive statistical analysis, ANOVA T test, correlation analysis and multiple regression analysis, the results are as follows: the two dimensions of emotional labor are significantly different in education level; Emotional exhaustion and depersonalization have significant gender differences. Surface behavior is positively correlated with emotional exhaustion and depersonalization, but has no significant effect on job satisfaction; Deep behavior is negatively correlated with depersonalization and low sense of achievement, and has a significant positive effect on job satisfaction. In view of the conclusion of the study, this paper puts forward six measures to improve the effect of emotional management in hotel industry, including raising the awareness of emotional management of managers, bringing emotional management into the daily management of hotels, and attaching importance to the guidance of negative emotions of employees. Improve the hotel personnel mechanism, enrich hotel training courses and shape a good hotel corporate culture. This paper is not only a useful supplement to the empirical study of domestic emotional labor, but also provides theoretical basis and practical guidance for the recruitment, training and emotional labor management of domestic hotel industry.
【学位授予单位】：燕山大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F719

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