高端酒店员工知识共享动机对服务创新绩效的影响研究

发布时间：2019-01-25 09:09

【摘要】：随着我国的酒店数量持续增长,酒店知识管理问题日益凸显,其受重视程度也日渐提高,并逐渐成为理论界与实践界的关注点。本文通过文献综述、半结构化访谈、问卷调查和统计分析,探索了高端酒店员工知识共享动机、知识共享行为与服务创新绩效的逻辑关系。首先,在界定研究对象的基础上,对知识管理、知识共享、知识共享动机和服务创新绩效等相关研究进行了文献梳理。其次,在文献综述的基础之上,结合半结构化访谈,提出研究模型,针对变量测量进行问卷设计,并通过问卷前测,净化测量量表,在前测结果的基础上形成最终问卷。再次,通过大规模发放问卷,回收数据,运用SPSS18.0和AMOS17.0统计分析软件对数据进行分析,对假设进行检验、对初始研究模型进行修正,并得出三点主要结论：①组织奖励动机、互惠动机和认知动机均对知识共享行为有正向影响；②员工知识共享行为各维度(知识贡献和知识收集)均对酒店服务创新绩效(新服务开发和员工服务创新行为)有显著的正向影响；③不同个体特征的员工对知识共享动机、知识共享行为和服务创新绩效的感知存在着显著的差异。最后,总结研究结论,并针对酒店知识共享的优化提出六点管理建议：做好员工招聘选聘；改进员工培训系统；健全企业激励体系；构建知识共享平台；组织知识共享活动；建立制度保障机制。
[Abstract]:With the continuous growth of the number of hotels in China, the problem of hotel knowledge management is becoming increasingly prominent, and the degree of attention paid to hotel knowledge management has gradually become the focus of attention of the theoretical and practical circles. Through literature review, semi-structured interviews, questionnaires and statistical analysis, this paper explores the logical relationship among knowledge sharing motivation, knowledge sharing behavior and service innovation performance of high-end hotel staff. Firstly, on the basis of defining the research object, this paper reviews the related researches on knowledge management, knowledge sharing motivation and service innovation performance. Secondly, on the basis of literature review, combined with semi-structured interviews, a research model is proposed to design the questionnaire for variable measurement, and the final questionnaire is formed on the basis of pre-test results and purification measurement scale. Thirdly, through large-scale questionnaire, data recovery, the use of SPSS18.0 and AMOS17.0 statistical analysis software to analyze the data, to test the hypothesis, to modify the initial research model. The main conclusions are as follows: (1) organizational incentive motivation, reciprocal motivation and cognitive motivation all have positive effects on knowledge-sharing behavior; (2) each dimension of employee's knowledge sharing behavior (knowledge contribution and knowledge collection) has significant positive influence on hotel service innovation performance (new service development and employee service innovation behavior); (3) there are significant differences in the perception of knowledge sharing motivation, knowledge sharing behavior and service innovation performance among employees with different individual characteristics. Finally, the conclusion of the study is summarized, and six management suggestions are put forward for the optimization of hotel knowledge sharing: doing a good job in recruiting and hiring staff; improving the staff training system; perfecting the enterprise incentive system; building a knowledge-sharing platform; organizing knowledge-sharing activities; Set up the system safeguard mechanism.
【学位授予单位】：浙江大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F719;F272.92

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