星级酒店服务创新管理对员工满意度与忠诚度的影响研究

发布时间：2018-05-04 20:53

本文选题：星级酒店 + 服务创新管理　；参考：《华侨大学》2017年硕士论文

【摘要】：当今社会正朝着服务型和创新型经济的方向发展,对于酒店业而言,追求服务创新已经不仅是酒店高层管理人员所思考的内容,作为企业的一份子,酒店员工也可以通过自身的努力将自己塑造成为创新源。服务创新的主要实施者是员工,但酒店对于服务创新的管理在某种程度上和员工对酒店的认同感、满意度以致对酒店的忠诚度都有一定的关联性。本文通过对国内外学者研究成果的整理,将酒店的服务创新管理视为影响员工满意度和忠诚度的因素,根据酒店业的具体特性,对影响员工满意度与忠诚度的服务创新管理的相关要素展开了一系列的探讨与分析。一方面可以为酒店提高员工满意度和忠诚度提供有效建议,另一方面也可以为有关的学术研究增加参考支持。本文对厦门市六家五星级酒店的工作人员进行问卷调查,并应用IBM SPSS Statistics 20.0对回收数据进行了相应分析,探讨星级酒店的服务创新管理对员工满意度和忠诚度的影响,得出以下结论:1、星级酒店的服务创新管理总体与员工满意度之间明显正相关。2、星级酒店的服务创新管理各维度对员工满意度的影响是有差异的,其中仅有创新文化、情感承诺、外部激励和组织保障四个维度明显正向影响员工满意度。3、星级酒店的服务创新管理总体与员工忠诚度之间明显正相关。4、星级酒店的服务创新管理各维度对员工忠诚度的影响是有差异的,其中仅有创新文化、情感承诺和组织保障三个维度明显正向影响员工忠诚度。基于上述结论,本文从酒店服务创新管理的导向管理、激励管理和保障管理三个角度出发,提出提高酒店员工满意度和忠诚度的管理对策及建议,在星级酒店实现服务创新的同时,为提高员工满意度及忠诚度提供实践性指导。
[Abstract]:Nowadays, the society is developing in the direction of service-oriented and innovation-oriented economy. For the hotel industry, the pursuit of service innovation is not only the thinking of the hotel executives, but also a part of the enterprise. Hotel staff can also through their own efforts to shape themselves into a source of innovation. The main implementer of service innovation is employee, but the management of service innovation is related to the employee's identity, satisfaction and loyalty to the hotel to some extent. Based on the research results of domestic and foreign scholars, this paper regards hotel service innovation management as a factor that affects employee satisfaction and loyalty, according to the specific characteristics of hotel industry. This paper discusses and analyzes the related factors of service innovation management which affect employee satisfaction and loyalty. On the one hand, it can provide effective suggestions for hotel staff satisfaction and loyalty, on the other hand, it can also provide reference support for related academic research. This paper makes a questionnaire survey on the staff of six five-star hotels in Xiamen, and applies IBM SPSS Statistics 20.0 to analyze the recovery data, and discusses the effect of service innovation management of star hotels on employee satisfaction and loyalty. The following conclusions are as follows: 1, there is a significant positive correlation between service innovation management and employee satisfaction in star-rated hotels. The impact of service innovation management on employee satisfaction is different in star-rated hotels. Among them, there is only innovation culture and emotional commitment. The four dimensions of external incentive and organization guarantee have positive influence on employee satisfaction. The service innovation management of star hotel is positively correlated with employee loyalty. The service innovation management of star hotel is loyal to staff. The effect of honesty is different. Among them, only three dimensions of innovation culture, emotional commitment and organizational security significantly positively affect employee loyalty. Based on the above conclusions, this paper puts forward the management countermeasures and suggestions to improve the satisfaction and loyalty of hotel staff from the three angles of oriented management, incentive management and guarantee management of hotel service innovation management. At the same time, it provides practical guidance to improve employee satisfaction and loyalty.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F719.2

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