饭店员工满意度研究
摘要
员工满意度是员工满意程度的反映,其高低既直接影响员工的行为,又间接作用于顾客满意度和顾客忠诚度。饭店是一个服务性行业,饭店产品的价值是通过员工在提供服务的过程中体现出来的,员工能否用积极的态度和礼貌的言行对待宾客,则与饭店员工满意度息息相关。然而相关的统计资料却显示,在我国饭店是员工流失率较高的企业之一,饭店员工满意度差强人意。同时国内外关于饭店员工满意度的研究相对比较匮乏,缺少量化的评价模型。因此,研究影响饭店员工满意度的因素,准确地评估员工满意度现状,进而寻求提高饭店员工满意度的有效途径,就显得至关重要,这也正是本文的出发点。
本文在分析饭店员工满意度研究的重要性,总结国内外员工满意度的研究成果,阐述饭店员工满意度相关概念和理论依据的基础上,采用专家咨询法和层次分析法(AHP),确定饭店员工满意度评价指标体系及评价指标体系中各因素和指标的权重。同时运用模糊数学的相关原理和方法,构建饭店员工满意度评价模型,并将该评价模型应用于南京市星级饭店员工满意度的研究中,根据模型的计算结果,分析和评价南京市星级饭店员工满意度的总体情况及各评价因素和指标的满意情况,最后在此基础上提出了设计合理的薪酬制度、构建完善的培训体系、重视员工职业发展规划的制定、改善员工的工作条件、推行饭店全面质量管理以及采用科学的领导行为的对策和建议。
Employee Satisfaction Degree is a reflection of the degree on employee satisfaction. It not only has a direct effect on the behavior of employees, but also has an indirect effect on customer satisfaction degree and customer loyalty. Hotel industry is one of the service trades. The value of the hotel products is reflected by employees' service, and whether the employees can treat customers with positive attitude and polite behavior, depends on their job satisfaction. However, as the statistics show, hotel is one of the enterprises, which have a high rate of employee drain, and the employee satisfaction degree is not so satisfying. Meanwhile, we are relatively lack of the researches from home and abroad on employee satisfaction degree and a quantized elevation model of ESD at present. Therefore, doing research on the factors influencing Hotel Employee Satisfaction Degree, elevating the current situation of HESD exactly and finding out effective solutions to improve it are of great importance, which are also the start of this thesis.
Based on analyzing the importance of ESD, summarizing research findings about ESD from both home and abroad and outlining the relative concepts and referred theory about HESD, the thesis determines the evaluation factor system and the proportion of the factors and indexes in the system, by adopting the method of experts' consultation and AHP. Meanwhile, it also builds up the evaluation model by using the principles of Fuzzy Mathematics, and applies the model to the research of Nanjing's HESD. According to the results of the model's calculation, the thesis analyzes the whole status quo of Nanjing's HESD and the satisfaction circumstances of each evaluation factor and index. In the end, the thesis puts forwards some solutions and advice to improve the ESD in Nanjing's Star Hotels, such as designing reasonable compensation regulations, establishing integral training systems, paying much attention to the employees' career development planning, improving working conditions of the hotel employees, carrying out the hotel comprehensive quality control, adapting scientific leadership behavior and so on.
本文在分析饭店员工满意度研究的重要性,总结国内外员工满意度的研究成果,阐述饭店员工满意度相关概念和理论依据的基础上,采用专家咨询法和层次分析法(AHP),确定饭店员工满意度评价指标体系及评价指标体系中各因素和指标的权重。同时运用模糊数学的相关原理和方法,构建饭店员工满意度评价模型,并将该评价模型应用于南京市星级饭店员工满意度的研究中,根据模型的计算结果,分析和评价南京市星级饭店员工满意度的总体情况及各评价因素和指标的满意情况,最后在此基础上提出了设计合理的薪酬制度、构建完善的培训体系、重视员工职业发展规划的制定、改善员工的工作条件、推行饭店全面质量管理以及采用科学的领导行为的对策和建议。
Employee Satisfaction Degree is a reflection of the degree on employee satisfaction. It not only has a direct effect on the behavior of employees, but also has an indirect effect on customer satisfaction degree and customer loyalty. Hotel industry is one of the service trades. The value of the hotel products is reflected by employees' service, and whether the employees can treat customers with positive attitude and polite behavior, depends on their job satisfaction. However, as the statistics show, hotel is one of the enterprises, which have a high rate of employee drain, and the employee satisfaction degree is not so satisfying. Meanwhile, we are relatively lack of the researches from home and abroad on employee satisfaction degree and a quantized elevation model of ESD at present. Therefore, doing research on the factors influencing Hotel Employee Satisfaction Degree, elevating the current situation of HESD exactly and finding out effective solutions to improve it are of great importance, which are also the start of this thesis.
Based on analyzing the importance of ESD, summarizing research findings about ESD from both home and abroad and outlining the relative concepts and referred theory about HESD, the thesis determines the evaluation factor system and the proportion of the factors and indexes in the system, by adopting the method of experts' consultation and AHP. Meanwhile, it also builds up the evaluation model by using the principles of Fuzzy Mathematics, and applies the model to the research of Nanjing's HESD. According to the results of the model's calculation, the thesis analyzes the whole status quo of Nanjing's HESD and the satisfaction circumstances of each evaluation factor and index. In the end, the thesis puts forwards some solutions and advice to improve the ESD in Nanjing's Star Hotels, such as designing reasonable compensation regulations, establishing integral training systems, paying much attention to the employees' career development planning, improving working conditions of the hotel employees, carrying out the hotel comprehensive quality control, adapting scientific leadership behavior and so on.
引文
[1]刘天驹.酒店最新人力资源和薪酬状况调查[J].中外酒店.2002(9):64-69.
[2]吴巧新,黄震方.我国酒店业薪酬管理初探[J].经济师,2005(2).
[3]冉斌.员工满意度测量手册[M].深圳:海天出版社,2002.
[4]Vroom,V.H.(1964).Work and Motivation,New York:John Wiley and Sons Inc.
[5]Locke,E.A.(1969).What is Job Satisfaction?.Organization Behavior and Human Performance,4,309-336.
[6]Seashore,S.E.& Taber,T.D.(1975).Job-Satisfaction Indicators and Their Correlates.American Behaviral Scentist,18:333-368.
[7]Hackman,J.R& Oldham,G.R.(1976).Motivation through the design of work:test of a theory,Organizational Behavior and Human Performance,16,250-279.
[8]Amold,H.J.& Feldman,D.C.(1982).A multivariate analysis of determinants of job turnover.Journal of Applied Psychology,67:350-360.
[9]Robbins,S.P.(1986).Organizational Behavior,Edition3st,NJ:Prentice-Hall.
[10]Arvey,R.D.,Carter,G.W.& Buerkley,D.K.(1991).Job Satisfaction:Dispositional and Situational Influences.International Journal of Industrial and Organizational Psychology,6:359-383.
[11]Simons,T.and Cathy A.Enz.(1995).Motivating Hotel Employees.Cornell Hotel and Restaurant Administration Quarterly,2:20-27.
[12]Lam,T.,Zhang,H.,&Baum,T.(2001).An investigation of employee's job satisfaction:The case of hotels in Hong Kong.Tourism Management,22,157-165.
[13]何振,林秋妤.工作满意度的构成因素及测量方法[J].华东经济管理,2006(12):109.
[14]Smith,P.C.,Kendall,L.M.& Hulin,C.L.(1969).The Measurement of Satisfaction in Work and Retirement,Chicago:Rand McNally.
[15]Spector,P.E.(1997).Job satisfaction:Application,assessment,causes,and consequences.Thousand Oaks,CA.:Sage.
[16]徐联仓.组织行为学在中国之发展与领导行为研究[J].心理学报,1986,(4).
[17]陈云英,孙绍邦.教师工作满意度的测量研究[J].心理科学,1994,17(3):146-149.
[18]冯伯麟.教师工作满意及其影响因素的研究[J].教育研究,1996,(2).
[19]俞文钊.怎样建立现代企业制度中的激励机制[J].经济师,1996,(10).
[20]颜延,余嘉元.工作侧面重视程度在工作满意感测量中的作用[J].南师大学报(社会科学版),1997,4:69-76.
[21]刘金钵,邢明杰.工作满意度测量在纺织企业中的应用[J].山东纺织科技,2001,(4):43-45.
[22]卢嘉,时勘,杨继锋.工作满意度的评价结构和方法[J].中国人力资源开发,2003,(2):15.
[23]胡蓓,陈建安.脑力劳动者工作满意度实证研究[J].科学研究,2003,7:139-144.
[24]杨乃定.员工满意度模型及其管理[J].中国管理科学,2000,(3).
[25]郑蝶杭.论企业员工的满意度[J].华东理工大学学报(社会科学版),2000,(3).
[26]谢永珍,赵京玲.企业员工满意度指标体系的建立与评价模型[J].技术经济与管理研究,2001,(5).
[27]李成文.企业员工满意度策评方法和实证研究[J].四川大学学报,2003(5).
[28]南剑飞等.员工满意度模型研究[J].世界标准化与质量,2004,(2).
[29]傅慧,汪纯孝.宾馆员工工作满意感的实证研究[J].桂林旅专学报,1998,9(4):11-13.
[30]王华,黄燕玲.桂林市星级饭店员工工作满意度探悉[J].改革与战略,2004,5:88-91.
[31]章刚勇.个人-组织价值观匹配对员工行为及工作满意度影响研究[J].桂林旅游高等专科学校学报,15(5):57-63.
[32]赵焕炎.饭店业和员工满意度[J].饭店现代化,2004,9:57-58.
[33]沈国裴、施放.员工满意理论与星级饭店激励体系[J].经济论坛,2005,23:95-97.
[34]马明.饭店员工满意度与努力度关系实证研究[J].旅游科学,2005,19(6):61-66.
[35]邵锋.星级饭店员工满意度研究[D].郑州大学,2006.
[36]李昭娜.饭店员工满意度研究[D].山东大学,2006.
[37]俞聪.饭店员工工作满意研究[D].北京第二外国语学院,2006.
[38]刘中艳,王捷二.长沙市高星级旅游饭店的员工满意度调查研究[J].哈尔滨商业大学学报,2007,1(92):97-100
[39]Locke,E.A.(1976).The nature and causes of job satisfaction.Handbook of industrial and organizational psychology:Chicago:Randenally,1297-1349.
[40]张洁.工作满意度研究--以AAS汽车租赁企业为例[D].苏州大学,2006.
[41]李剑.员工管理[M].北京:企业管理出版社,2006:
[42]DeVrllis,R.F.(1991).Scale Development Theory and Applications,London:SAGE.
[43]张正堂,刘宁.薪酬管理[M].北京:北京大学出版社,2007.
[44]赵西萍.旅游企业人力资源管理[M],南开大学出版社,2001.
[45]刘正周.管理激励[M].上海财经大学出版社,1998.
[46]Brayfield A.H.et Rothe H.F.(1951),An index of job satisfaction,Journal of Applied Psychology,35(October),307-311.
[47]LawlerⅢ,E.E.(1973).Motivation in Wok Organizations.Monterey,Calif:Brooks/Cole.
[48]Lock,E.A.(1976).Handbook of Industrial and Organizational Psychology,Rand McNally,Chicago:IL.
[49]Zhang,H.Q.,Wu,Ellen.(2004).Human resources issues facing the hotel and travel industry in China.International Journal of Contemporary Hospitality management,16(7),424-428.
[50]Furnham,A.,Petrides,K.V.,Jackson,C.J.,&Cotter,T.(2002).Do personality factors predict job satisfaction? Personality and Individual differences,33,1325-1342.
[51]Kurt Matzler,Birgit Renzl.(2007).Assessing asymmetric effects in the formation of employee satisfaction.Tourism Management,28,1093-1103.
[52]D.Todd Donavan,Mary Ann Hocutt.(2001).Customer evaluation of service employee's customer orientation:extension and application.Journal of Quality Management.6,293-306.
[53]Andrew,Brown.(2000).Advanced Techniques for Measuring Satisfaction.Total Communication Measurement,2(6),Database:Communication & Mass Media Complete.
[54]Sisson,J.(2002).Potential Labor Shortage Concerns Hoteliers.Hotel and Motel Management,217(18):4-6.
[55]Whiteley,A.,Cheung,S.,Quan,Z.S.(2000).Human resource strategies in China.World Scientific Publishing,132-140.
[56]Aviad A.(2004).The Impact of Hotel Social Events on Employee Satisfaction:A Case Study,Journal of Human Resources in Hospitality & Tourism,Volume:2,1.
[57]Hoppock,R.(1935).Job Satisfaction.New York:Harper and Row.
[58]Robbins,S.P.(1996).Organizational Behavior,Englewood Cliffs,New Jersey Prentice-Hall International Inc.
[59]Hugh J.Arnold and Daniel C.Feldman.A multivariate analysis of the determinants of job turnover.Journal of Applied Psychology,Volume 67,Issue 3,June 1982,Pages 350-360.
[60]Taylor,Dennis(1999).Managing Job Satisfaction.Australian CPA,69:46-47.
[61]Ambrose,M.L.,Schminke,M.(2003).Organization structure as a moderator of the relationship between procedural justice,interactional justice,perceived organizational support,and supervisory trust.Journal of Applied Psychology,88,295-305
[62]Spector,P.E.(1982)."Cause Employee Turnover:A Test of the Mobley,Griffeth,Hand,and Meglino Model," Journal of Applied Psychology,Vol.67(1),53-59.
[63]Herzberg,F.,Mausner,B.,& Snyderman,B.B.(1959).The motivation to work.New York:Wiley.
[2]吴巧新,黄震方.我国酒店业薪酬管理初探[J].经济师,2005(2).
[3]冉斌.员工满意度测量手册[M].深圳:海天出版社,2002.
[4]Vroom,V.H.(1964).Work and Motivation,New York:John Wiley and Sons Inc.
[5]Locke,E.A.(1969).What is Job Satisfaction?.Organization Behavior and Human Performance,4,309-336.
[6]Seashore,S.E.& Taber,T.D.(1975).Job-Satisfaction Indicators and Their Correlates.American Behaviral Scentist,18:333-368.
[7]Hackman,J.R& Oldham,G.R.(1976).Motivation through the design of work:test of a theory,Organizational Behavior and Human Performance,16,250-279.
[8]Amold,H.J.& Feldman,D.C.(1982).A multivariate analysis of determinants of job turnover.Journal of Applied Psychology,67:350-360.
[9]Robbins,S.P.(1986).Organizational Behavior,Edition3st,NJ:Prentice-Hall.
[10]Arvey,R.D.,Carter,G.W.& Buerkley,D.K.(1991).Job Satisfaction:Dispositional and Situational Influences.International Journal of Industrial and Organizational Psychology,6:359-383.
[11]Simons,T.and Cathy A.Enz.(1995).Motivating Hotel Employees.Cornell Hotel and Restaurant Administration Quarterly,2:20-27.
[12]Lam,T.,Zhang,H.,&Baum,T.(2001).An investigation of employee's job satisfaction:The case of hotels in Hong Kong.Tourism Management,22,157-165.
[13]何振,林秋妤.工作满意度的构成因素及测量方法[J].华东经济管理,2006(12):109.
[14]Smith,P.C.,Kendall,L.M.& Hulin,C.L.(1969).The Measurement of Satisfaction in Work and Retirement,Chicago:Rand McNally.
[15]Spector,P.E.(1997).Job satisfaction:Application,assessment,causes,and consequences.Thousand Oaks,CA.:Sage.
[16]徐联仓.组织行为学在中国之发展与领导行为研究[J].心理学报,1986,(4).
[17]陈云英,孙绍邦.教师工作满意度的测量研究[J].心理科学,1994,17(3):146-149.
[18]冯伯麟.教师工作满意及其影响因素的研究[J].教育研究,1996,(2).
[19]俞文钊.怎样建立现代企业制度中的激励机制[J].经济师,1996,(10).
[20]颜延,余嘉元.工作侧面重视程度在工作满意感测量中的作用[J].南师大学报(社会科学版),1997,4:69-76.
[21]刘金钵,邢明杰.工作满意度测量在纺织企业中的应用[J].山东纺织科技,2001,(4):43-45.
[22]卢嘉,时勘,杨继锋.工作满意度的评价结构和方法[J].中国人力资源开发,2003,(2):15.
[23]胡蓓,陈建安.脑力劳动者工作满意度实证研究[J].科学研究,2003,7:139-144.
[24]杨乃定.员工满意度模型及其管理[J].中国管理科学,2000,(3).
[25]郑蝶杭.论企业员工的满意度[J].华东理工大学学报(社会科学版),2000,(3).
[26]谢永珍,赵京玲.企业员工满意度指标体系的建立与评价模型[J].技术经济与管理研究,2001,(5).
[27]李成文.企业员工满意度策评方法和实证研究[J].四川大学学报,2003(5).
[28]南剑飞等.员工满意度模型研究[J].世界标准化与质量,2004,(2).
[29]傅慧,汪纯孝.宾馆员工工作满意感的实证研究[J].桂林旅专学报,1998,9(4):11-13.
[30]王华,黄燕玲.桂林市星级饭店员工工作满意度探悉[J].改革与战略,2004,5:88-91.
[31]章刚勇.个人-组织价值观匹配对员工行为及工作满意度影响研究[J].桂林旅游高等专科学校学报,15(5):57-63.
[32]赵焕炎.饭店业和员工满意度[J].饭店现代化,2004,9:57-58.
[33]沈国裴、施放.员工满意理论与星级饭店激励体系[J].经济论坛,2005,23:95-97.
[34]马明.饭店员工满意度与努力度关系实证研究[J].旅游科学,2005,19(6):61-66.
[35]邵锋.星级饭店员工满意度研究[D].郑州大学,2006.
[36]李昭娜.饭店员工满意度研究[D].山东大学,2006.
[37]俞聪.饭店员工工作满意研究[D].北京第二外国语学院,2006.
[38]刘中艳,王捷二.长沙市高星级旅游饭店的员工满意度调查研究[J].哈尔滨商业大学学报,2007,1(92):97-100
[39]Locke,E.A.(1976).The nature and causes of job satisfaction.Handbook of industrial and organizational psychology:Chicago:Randenally,1297-1349.
[40]张洁.工作满意度研究--以AAS汽车租赁企业为例[D].苏州大学,2006.
[41]李剑.员工管理[M].北京:企业管理出版社,2006:
[42]DeVrllis,R.F.(1991).Scale Development Theory and Applications,London:SAGE.
[43]张正堂,刘宁.薪酬管理[M].北京:北京大学出版社,2007.
[44]赵西萍.旅游企业人力资源管理[M],南开大学出版社,2001.
[45]刘正周.管理激励[M].上海财经大学出版社,1998.
[46]Brayfield A.H.et Rothe H.F.(1951),An index of job satisfaction,Journal of Applied Psychology,35(October),307-311.
[47]LawlerⅢ,E.E.(1973).Motivation in Wok Organizations.Monterey,Calif:Brooks/Cole.
[48]Lock,E.A.(1976).Handbook of Industrial and Organizational Psychology,Rand McNally,Chicago:IL.
[49]Zhang,H.Q.,Wu,Ellen.(2004).Human resources issues facing the hotel and travel industry in China.International Journal of Contemporary Hospitality management,16(7),424-428.
[50]Furnham,A.,Petrides,K.V.,Jackson,C.J.,&Cotter,T.(2002).Do personality factors predict job satisfaction? Personality and Individual differences,33,1325-1342.
[51]Kurt Matzler,Birgit Renzl.(2007).Assessing asymmetric effects in the formation of employee satisfaction.Tourism Management,28,1093-1103.
[52]D.Todd Donavan,Mary Ann Hocutt.(2001).Customer evaluation of service employee's customer orientation:extension and application.Journal of Quality Management.6,293-306.
[53]Andrew,Brown.(2000).Advanced Techniques for Measuring Satisfaction.Total Communication Measurement,2(6),Database:Communication & Mass Media Complete.
[54]Sisson,J.(2002).Potential Labor Shortage Concerns Hoteliers.Hotel and Motel Management,217(18):4-6.
[55]Whiteley,A.,Cheung,S.,Quan,Z.S.(2000).Human resource strategies in China.World Scientific Publishing,132-140.
[56]Aviad A.(2004).The Impact of Hotel Social Events on Employee Satisfaction:A Case Study,Journal of Human Resources in Hospitality & Tourism,Volume:2,1.
[57]Hoppock,R.(1935).Job Satisfaction.New York:Harper and Row.
[58]Robbins,S.P.(1996).Organizational Behavior,Englewood Cliffs,New Jersey Prentice-Hall International Inc.
[59]Hugh J.Arnold and Daniel C.Feldman.A multivariate analysis of the determinants of job turnover.Journal of Applied Psychology,Volume 67,Issue 3,June 1982,Pages 350-360.
[60]Taylor,Dennis(1999).Managing Job Satisfaction.Australian CPA,69:46-47.
[61]Ambrose,M.L.,Schminke,M.(2003).Organization structure as a moderator of the relationship between procedural justice,interactional justice,perceived organizational support,and supervisory trust.Journal of Applied Psychology,88,295-305
[62]Spector,P.E.(1982)."Cause Employee Turnover:A Test of the Mobley,Griffeth,Hand,and Meglino Model," Journal of Applied Psychology,Vol.67(1),53-59.
[63]Herzberg,F.,Mausner,B.,& Snyderman,B.B.(1959).The motivation to work.New York:Wiley.