心理资本及其对接待业员工工作态度与行为的影响研究
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摘要
接待业(Hospitality Industry,在本文指旅游接待业)提供的主要是服务性产品,其本质是员工利用各种有形的设施、设备、手段与方法,在为客人提供满足其生理和心理需求的产品过程中,创造一种愉悦气氛,激发顾客的情感共鸣,使其在接受服务时产生轻松、愉悦、幸福之感,从而乐于交流,乐于消费。由于员工与顾客是在高度接触中实现着体验性精神产品的生产与消费,所以员工的心理情绪、工作态度与行为不仅对顾客感知的服务质量与满意程度有重要影响,而且对接待业的市场声誉和经济效益产生较大的影响。因此,加强接待业员工积极心理潜能及其对工作态度与行为的影响研究具有重要的现实意义。
本文以心理资本为切入点,全面探讨它的结构维度、影响因素及其对接待业员工工作态度、行为的影响效应与机理,创新之处体现在以下几方面:①本文关于心理资本影响因素及影响程度的研究是心理资本研究的新领域,在利用因素(因子)边际贡献与平均贡献率定量分析心理资本的影响因素与影响程度方面,取得了一定的研究成果;②在中国文化环境中,关于心理资本维度及其相互关系的研究丰富了心理资本的理论内涵,证明了心理资本测量量表的文化差异性,为今后我国的心理资本研究打下了基础;③心理资本的中介效应与间接效应研究、心理资本指数与影响机理研究都是对其他学者心理资本研究的补充;④在研究方法与工具上,本文采用了不同的方法与工具对心理资本的相关问题进行实证研究。例如,在研究心理资本及其维度对接待业员工工作态度的影响差异时使用了增益分析(Usefulness Analysis);在探索心理资本的影响因素及影响程度时使用了人工神经网络(ANN)工具,原因是ANN能较好的解决非线性问题。这些方法与工具在心理资本研究中还比较少见。
本文主要研究内容有:①心理资本的结构与相互关系;②心理资本的影响因素及影响程度;③心理资本对接待业员工工作态度及行为的影响效应与机理;④心理资本的开发与管理。研究发现:①在中国文化环境中,心理资本的四维度结构比较稳定,结构间存在因果关系;②心理资本通过积极情绪对个体的工作态度与行为产生影响,它对接待业员工工作态度与行为的影响不仅有直接效应,而且还有中介效应与间接效应;不仅有完全中介效应,还有部分中介效应;③影响心理资本的因素比较复杂,但是影响程度最大的是组织支持;④我国接待业员工心理资本指数较低。
本文研究结论对深入探讨心理资本理论与实践问题具有一定的启示。从理论上讲,心理资本是一个整体概念,具有文化差异性,对员工态度与行为的影响效应及机理深远而复杂,它的研究有助于改变企业人力资源管理的负面导向(如机能失调、道德缺失),提倡从更加积极角度理解蕴涵在组织及个人中的潜能与动力。从实践上讲,接待性企业应该重视员工心理资本的管理与开发,改变传统的招聘与选拔、培训与考核方式,加强组织支持的力度,通过建立员工援助计划(EAP)与积极工作制度来提高员工心理资本水平,从而为组织及个人打造竞争优势。
Hospitality Industry (here refers to as tourism hospitality sector) offers mainly service product,which the employee,with help of facilities, tools and ways, creates a kind of happy atmosphere to make customers relaxed,pleasant and joyful during the production of service. Because the employee and customer get together to produce and consume the service, the employee’s emotion,attitudes and behaviors have important impact on the market image and revenue of hospitality industry,as well as the customer perceived service quality and satisfaction. In this way,further study on psychological strength of hospitality industry and the influence on employee attitude and behaviors is greatly practical.
The dissertation fully discusses psychological capital (PsyCap) and its impact on attitude and behaviors of hospitality employees. The contributions are as followed:①Study on influencing factors of PsyCap is a new area and use of average and marginal contribution of factos to PsyCap results in good outcoms.②It riches the theoretical meanings of PsyCap and justifies the difference of PsyCap structures under Chinese culture, and makes a solid foundation for PsyCap study in China.③The study of moderating and indirect effects of PsyCap as well as PsyCap index is complementary to other study because past reaearch concerned is mainly about the direct effects.④As far as the methodology and tools are concerned, they are used differently and specifically to address PsyCap issues. For instance,Usefulness Analysis and ANN are used when the paper studies the impact of PsyCap and its dimensions on employee attitudes and influencing factors. These methods and tools are seldom used in PsyCap study.
The main contents of the dissertation are:①PsyCap dimensions and their realatiship;②The influencing factors and strength of PsyCap.③Effects and reasons of PsyCap on attitude and behaviors of hospitality employees.④PsyCap development and management. The main conclusions of the dissertation are:①In Chinese culture, the PsyCap dimensions of 4 are solid and have causal relationship.②PsyCap has not only direct effects, but moderating and indirect effects, not only full moderating effects, but also partly moderating effects on attitudes and behaviors of hospitality employees.③There are many influencing factos of PsyCap,but the main factor is organizational support.④PsyCap index of hospitality employees in China is a little bit low.
The conclusions of the dissertation are meaningful to the study of PsyCap issues. From the viewpoints of theory, PsyCap is a component concept and has cultural difference. It has complex impact and reasons to attitudes and behaviors of hospitality employees. Its study helps to change the negative direction of human resource management in corporations and advances to understand the positive strength and capacity in organizations and human beings. From the viewpoints of practice, hospitality corporations should pay more attentions to manage and develop employee’s PsyCap, change traditional way of choosing employees, training and check, enforce organizational support,use employee aid program and positive rules to improve the level of employee’s PsyCap and competitive advantages
本文以心理资本为切入点,全面探讨它的结构维度、影响因素及其对接待业员工工作态度、行为的影响效应与机理,创新之处体现在以下几方面:①本文关于心理资本影响因素及影响程度的研究是心理资本研究的新领域,在利用因素(因子)边际贡献与平均贡献率定量分析心理资本的影响因素与影响程度方面,取得了一定的研究成果;②在中国文化环境中,关于心理资本维度及其相互关系的研究丰富了心理资本的理论内涵,证明了心理资本测量量表的文化差异性,为今后我国的心理资本研究打下了基础;③心理资本的中介效应与间接效应研究、心理资本指数与影响机理研究都是对其他学者心理资本研究的补充;④在研究方法与工具上,本文采用了不同的方法与工具对心理资本的相关问题进行实证研究。例如,在研究心理资本及其维度对接待业员工工作态度的影响差异时使用了增益分析(Usefulness Analysis);在探索心理资本的影响因素及影响程度时使用了人工神经网络(ANN)工具,原因是ANN能较好的解决非线性问题。这些方法与工具在心理资本研究中还比较少见。
本文主要研究内容有:①心理资本的结构与相互关系;②心理资本的影响因素及影响程度;③心理资本对接待业员工工作态度及行为的影响效应与机理;④心理资本的开发与管理。研究发现:①在中国文化环境中,心理资本的四维度结构比较稳定,结构间存在因果关系;②心理资本通过积极情绪对个体的工作态度与行为产生影响,它对接待业员工工作态度与行为的影响不仅有直接效应,而且还有中介效应与间接效应;不仅有完全中介效应,还有部分中介效应;③影响心理资本的因素比较复杂,但是影响程度最大的是组织支持;④我国接待业员工心理资本指数较低。
本文研究结论对深入探讨心理资本理论与实践问题具有一定的启示。从理论上讲,心理资本是一个整体概念,具有文化差异性,对员工态度与行为的影响效应及机理深远而复杂,它的研究有助于改变企业人力资源管理的负面导向(如机能失调、道德缺失),提倡从更加积极角度理解蕴涵在组织及个人中的潜能与动力。从实践上讲,接待性企业应该重视员工心理资本的管理与开发,改变传统的招聘与选拔、培训与考核方式,加强组织支持的力度,通过建立员工援助计划(EAP)与积极工作制度来提高员工心理资本水平,从而为组织及个人打造竞争优势。
Hospitality Industry (here refers to as tourism hospitality sector) offers mainly service product,which the employee,with help of facilities, tools and ways, creates a kind of happy atmosphere to make customers relaxed,pleasant and joyful during the production of service. Because the employee and customer get together to produce and consume the service, the employee’s emotion,attitudes and behaviors have important impact on the market image and revenue of hospitality industry,as well as the customer perceived service quality and satisfaction. In this way,further study on psychological strength of hospitality industry and the influence on employee attitude and behaviors is greatly practical.
The dissertation fully discusses psychological capital (PsyCap) and its impact on attitude and behaviors of hospitality employees. The contributions are as followed:①Study on influencing factors of PsyCap is a new area and use of average and marginal contribution of factos to PsyCap results in good outcoms.②It riches the theoretical meanings of PsyCap and justifies the difference of PsyCap structures under Chinese culture, and makes a solid foundation for PsyCap study in China.③The study of moderating and indirect effects of PsyCap as well as PsyCap index is complementary to other study because past reaearch concerned is mainly about the direct effects.④As far as the methodology and tools are concerned, they are used differently and specifically to address PsyCap issues. For instance,Usefulness Analysis and ANN are used when the paper studies the impact of PsyCap and its dimensions on employee attitudes and influencing factors. These methods and tools are seldom used in PsyCap study.
The main contents of the dissertation are:①PsyCap dimensions and their realatiship;②The influencing factors and strength of PsyCap.③Effects and reasons of PsyCap on attitude and behaviors of hospitality employees.④PsyCap development and management. The main conclusions of the dissertation are:①In Chinese culture, the PsyCap dimensions of 4 are solid and have causal relationship.②PsyCap has not only direct effects, but moderating and indirect effects, not only full moderating effects, but also partly moderating effects on attitudes and behaviors of hospitality employees.③There are many influencing factos of PsyCap,but the main factor is organizational support.④PsyCap index of hospitality employees in China is a little bit low.
The conclusions of the dissertation are meaningful to the study of PsyCap issues. From the viewpoints of theory, PsyCap is a component concept and has cultural difference. It has complex impact and reasons to attitudes and behaviors of hospitality employees. Its study helps to change the negative direction of human resource management in corporations and advances to understand the positive strength and capacity in organizations and human beings. From the viewpoints of practice, hospitality corporations should pay more attentions to manage and develop employee’s PsyCap, change traditional way of choosing employees, training and check, enforce organizational support,use employee aid program and positive rules to improve the level of employee’s PsyCap and competitive advantages
引文
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