饭店员工忠诚度研究
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摘要
作为在促进旅游业发展与推动国民经济增长起着重要角色的饭店业来说,员工忠诚度的高低直接关系到饭店服务质量、饭店销售、品牌建立、核心竞争力的保留以及员工的留职等。本研究拟在文献研究的基础上,深挖员工忠诚的本质,在员工忠诚度操作定义的基础上,通过访谈与人力资源专家的指导修改测量问卷,对15家分布在贵阳、重庆和江苏的饭店,234个样本进行调查,主要用因子分析方法对饭店员工忠诚度问卷进行分析,研究结果为:
饭店员工忠诚度包括企业认同、跟随行为、主动行为3个维度,利用总加量表法评价饭店员工忠诚度水平,现阶段我国饭店员工忠诚度属于中等忠诚水平,其中跟随行为得分最低。
结合饭店员工特点以及文献研究,选定企业忠诚、工作价值观与领导-成员交换为饭店员工忠诚度主要影响因素。实证检验结果为:企业忠诚对企业认同、跟随行为和主动行为都有强显著影响,方向均为正;工作价值观对企业认同和跟随行为是显著影响,方向均为正;领导-成员交换对企业认同有较显著影响,对员工跟随行为有边缘显著影响,方向均为正。
然后采用分步回归分析各影响因素对饭店员工忠减度各维度的关系,并在此基础上提出了培养与提升饭店员工忠诚度的对策。
最后就本文的研究结论研究贡献与局限及未来研究方向进行了阐述。
The hotel industry is considered as the indispensible part in travel industry and takes an important role in improving domestic economy. The level of employee loyalty impact on the quality of hotel service, the sell quantity, the reputation, the retain of core competitive forces, maintaining the employees and so on. This paper study for the employee loyalty is in base of literature research and some statistics to deep the essence of employee loyalty. It establishes the operation concept of latitude of employee loyalty, and it acquires first-hand information by interviews, questionnaires, etc, Than under the guidance of a professional to make the questionnaire to measure the hotel employee's loyalty through Guiyang ,Chongqing and Jiangsu '234 employees of 15 hotels .
It uses relevant statistical software to analysis data which establishes the evaluation system of employee loyalty; they are organizational identification, accompany behavior, initiative action. The level of hotel employee loyalty is in middle .The lowest score is accompany behavior.
With the method of factor analysis, it makes three factors which impact employee loyalty, they are organizational loyalty, leader-member exchange, work value. Organizational loyalty inpact the organizational identification, accompany behavior, initiative action remarkably. Leader-member exchange impact organizational identification normonly and accompany behavior lightly. Work value impacts organizational identification and accompany behavior remarkably.
Then using regression analysises the inside relationship betweent four factors and employee loyalty. On the basis of that,this paper drows the countermeasures to enhance employee loyalty;
At last,this paper discusses the conclusion ,contribution ,limitaiton and the future direction of the study.
饭店员工忠诚度包括企业认同、跟随行为、主动行为3个维度,利用总加量表法评价饭店员工忠诚度水平,现阶段我国饭店员工忠诚度属于中等忠诚水平,其中跟随行为得分最低。
结合饭店员工特点以及文献研究,选定企业忠诚、工作价值观与领导-成员交换为饭店员工忠诚度主要影响因素。实证检验结果为:企业忠诚对企业认同、跟随行为和主动行为都有强显著影响,方向均为正;工作价值观对企业认同和跟随行为是显著影响,方向均为正;领导-成员交换对企业认同有较显著影响,对员工跟随行为有边缘显著影响,方向均为正。
然后采用分步回归分析各影响因素对饭店员工忠减度各维度的关系,并在此基础上提出了培养与提升饭店员工忠诚度的对策。
最后就本文的研究结论研究贡献与局限及未来研究方向进行了阐述。
The hotel industry is considered as the indispensible part in travel industry and takes an important role in improving domestic economy. The level of employee loyalty impact on the quality of hotel service, the sell quantity, the reputation, the retain of core competitive forces, maintaining the employees and so on. This paper study for the employee loyalty is in base of literature research and some statistics to deep the essence of employee loyalty. It establishes the operation concept of latitude of employee loyalty, and it acquires first-hand information by interviews, questionnaires, etc, Than under the guidance of a professional to make the questionnaire to measure the hotel employee's loyalty through Guiyang ,Chongqing and Jiangsu '234 employees of 15 hotels .
It uses relevant statistical software to analysis data which establishes the evaluation system of employee loyalty; they are organizational identification, accompany behavior, initiative action. The level of hotel employee loyalty is in middle .The lowest score is accompany behavior.
With the method of factor analysis, it makes three factors which impact employee loyalty, they are organizational loyalty, leader-member exchange, work value. Organizational loyalty inpact the organizational identification, accompany behavior, initiative action remarkably. Leader-member exchange impact organizational identification normonly and accompany behavior lightly. Work value impacts organizational identification and accompany behavior remarkably.
Then using regression analysises the inside relationship betweent four factors and employee loyalty. On the basis of that,this paper drows the countermeasures to enhance employee loyalty;
At last,this paper discusses the conclusion ,contribution ,limitaiton and the future direction of the study.
引文
[1]王素珍 关注和提升饭店员工忠诚度 商业时代 2004(15) 27-29
[2]王素珍 旅游饭店提升员工忠诚度的策略研究 企业活力2007(3) 60-62
[3]王婷 员工忠诚度的影响因素及培养对策研究述评 科技信息 2007(1) 18-19
[4]王平换,邓小花 提升员工忠诚度的对策分析 美中经济评论 2006(5) 42-44
[5]田喜洲 国内外旅游企业员工满意度与忠诚度研究述评 旅游科学 2007(4)33-35
[6]刘天驹 酒店最新人力资源和薪酬状况调查 中外酒店2002(9) 64-69
[7]应迎春 民营企业员工忠诚度影响因素及其与工作绩效关系研究[D]浙江工业大学 2005
[8]宋利 人力资源实践对员工忠诚度的影响分析 统计与决策 2006(8)77-78
[9]沈伊默 从社会交换的角度看组织认同的来源及效益 心理学报 2007(5)918-925
[10]张利民 王素珍 饭店企业优秀员工流失探源与对策研究 大连海事大学学报(社会科学版) 2005(3) 56-58
[11]周明建.叶文琴 组织对员工的忠诚、员工的工作满意感和组织忠诚感与员工绩效 软科学 2006(3):119-121
[12]赵观兵 梅强 员工忠诚度评估的模糊综合评判模型 商业研究 2003(4)
[13]周亚越 员工忠诚的三维因素分析 理论月刊 2003(3)121-125
[14]杨艳 心理契约违背对员工忠诚度的影响的实证研究 山东大学 2007
[15]杨帆,郎福臣“员工忠诚”内涵的五个层次解析 人才资源开发 2005(6)30-31
[16]钟华 旅游企业员工忠诚管理 商场现代化 2006(1)21-22骆兰 员工忠诚内涵及结构模型构建探讨 商场现代化 2006(11) 63-65
[17]徐剑波 知识型员工忠诚度测量模型研究 企业管理 2006(6)23-25
[18]黄蔚燕 基于忠诚度的饭店员工管理 商业研究 2006(8) 173-175
[19]黄蕾 基于企业道德实力理论的员工忠诚度影响因素研究[D]湖南大学2005
[20]游富相 从核心员工流失特点反思饭店人力资源管理 企业经济 2006(2)121-123
[21]董创春 员工忠诚与忠诚度的研究综述 科技情报开发与经济 2006(13)154-155
[22]谢礼珊 服务性企业员工心理授权与工作绩效实证研究[M]旅游教育出版社 2004
[23]詹俊川、赵新元 酒店如何留住优秀员工 旅游学刊 1999(3) 20-23
[24]管婧婧 中外酒店业HRM研究进展比较 旅游学刊 2005(6)45-48
[25]潘澜 饭店员工主动流失的原因和控制[D]浙江大学 2002
[26]Alan C Tse.Tipping Behavior:A Disconfirmation of Expectation Perspective [J].International Journal of Hospitality Management,2003(22).Issue:461-467
[27]Bonn M,Forbringer L.Reducing Turnover in the Hospitality Industry:An Overview of Recruitment,Selection and Retention[J].International Journal of Hospitality Management.1992(11).Issue:47-63.
[28]Brian Schrag.The moral significance of employee loyalty.Business Ethics Quarterly[J].2001(11).Issue:42-50
[29]Charles R,McCleary.W.Recruitment and Retention of African American Managers[J]Cornell Hotel and Restaurant Administration Quarterly,1997(38).Issue:24-29.
[30]Ctiartes J.Hobson,Motivating employee,commitment with empathy and support during stressful life events.[J]International Journal of Management,2004(21)Issue:332-339
[31]David S,Ezekiel A,Adam A.Same Sexual Harassment[J].Cornell Hotel and Restaurant Administration Quarterly.2000(11)Issue:75-81
[32]Davenport T.H.Nohria,N.Case management and the integration of labor[M].National Productivity Review,Winter 1992/1993
[33]Dirks KT,Ferrin DL.Trust in leadership:Meta-analytic findings and implications for research and practice[J].Journal of Applied Psychology,2002,87(5):611-628.
[34]Ernest Allen,Cohen.Collective Bargaining Regarding Safety and Security[J]. Cornell Hotel and Restaurant Administration Quarterly ,2002 (10).Issue:108 - 118.
[35]Guerrier Y, Lockwood。 Managers in Hospitality: A Review of Current Research Progress in Tourism[J] Recreation and Hospitality Management. 1991 (2) Issue: 151-167
[36] Lam T. , Zhang H. An investigation of employees job satisfaction: the case of hotels in Hong Kong[J] . Tourism Management, 2001 (32 ) Issue : 157 - 165
[37]Logan G. M. "Loyalty and a Sense of Purpose." California Management Review[J] . 1984(27) Issue:149-156.
[38]Kathleen Iverson..The Paradox of the Contented Female Manager: an Empirical Investigation of Gender Differences in Pay Expectation in the Hospitality Industry International Journal of Hospitality Management[J]. 2000 (1) Issue:33 - 35.
[39]McGunnigle, HRM in UK hotels:a focus on commitment.Employee Relations[J].2000 (22) Issue:23-25
[40]Nailon P. A Study of Management Activity in Units in a Hotel [M] .M. Phil .University of Surrey 1968.
[41]Niehoff.B. P The Influence of Empowerment and Job Enrichment on Employee Loyalty in a Downsizing Environment. Group and Organization Management[J].2001(26) Issue:93-113.
[42] Richard Coughlan. Employee loyalty as adherence to shared moral values.Journal of Managerial Issues.2005(20),Issue:43-57
[43]Richard Coughlan. Employee Loyalty as Adherence to Shared Moral Values.Journal Of Managerial Issues[J].2005(4).Issue:43-57
[44]Spillane J J Sanata S. The Christian humanization of work : job satisfaction in the hospitality industry[J] Review of Business 2001 (1) Issue:16-25
[45]Tony , Timothy. The Effect of Employee Turnover on Hotel Profits A Test Across Multiple Hotels [J] . Cornell Hotel and Restaurant Administration Quarterly,2001(8).Issue:20-26.
[46]Wood R.Status and Hotel and Catering Work: Theoretical Dimensions and Practical Implications [J].Hospitalily Research Journal . 1993(15),Issue:3 - 15.
[2]王素珍 旅游饭店提升员工忠诚度的策略研究 企业活力2007(3) 60-62
[3]王婷 员工忠诚度的影响因素及培养对策研究述评 科技信息 2007(1) 18-19
[4]王平换,邓小花 提升员工忠诚度的对策分析 美中经济评论 2006(5) 42-44
[5]田喜洲 国内外旅游企业员工满意度与忠诚度研究述评 旅游科学 2007(4)33-35
[6]刘天驹 酒店最新人力资源和薪酬状况调查 中外酒店2002(9) 64-69
[7]应迎春 民营企业员工忠诚度影响因素及其与工作绩效关系研究[D]浙江工业大学 2005
[8]宋利 人力资源实践对员工忠诚度的影响分析 统计与决策 2006(8)77-78
[9]沈伊默 从社会交换的角度看组织认同的来源及效益 心理学报 2007(5)918-925
[10]张利民 王素珍 饭店企业优秀员工流失探源与对策研究 大连海事大学学报(社会科学版) 2005(3) 56-58
[11]周明建.叶文琴 组织对员工的忠诚、员工的工作满意感和组织忠诚感与员工绩效 软科学 2006(3):119-121
[12]赵观兵 梅强 员工忠诚度评估的模糊综合评判模型 商业研究 2003(4)
[13]周亚越 员工忠诚的三维因素分析 理论月刊 2003(3)121-125
[14]杨艳 心理契约违背对员工忠诚度的影响的实证研究 山东大学 2007
[15]杨帆,郎福臣“员工忠诚”内涵的五个层次解析 人才资源开发 2005(6)30-31
[16]钟华 旅游企业员工忠诚管理 商场现代化 2006(1)21-22骆兰 员工忠诚内涵及结构模型构建探讨 商场现代化 2006(11) 63-65
[17]徐剑波 知识型员工忠诚度测量模型研究 企业管理 2006(6)23-25
[18]黄蔚燕 基于忠诚度的饭店员工管理 商业研究 2006(8) 173-175
[19]黄蕾 基于企业道德实力理论的员工忠诚度影响因素研究[D]湖南大学2005
[20]游富相 从核心员工流失特点反思饭店人力资源管理 企业经济 2006(2)121-123
[21]董创春 员工忠诚与忠诚度的研究综述 科技情报开发与经济 2006(13)154-155
[22]谢礼珊 服务性企业员工心理授权与工作绩效实证研究[M]旅游教育出版社 2004
[23]詹俊川、赵新元 酒店如何留住优秀员工 旅游学刊 1999(3) 20-23
[24]管婧婧 中外酒店业HRM研究进展比较 旅游学刊 2005(6)45-48
[25]潘澜 饭店员工主动流失的原因和控制[D]浙江大学 2002
[26]Alan C Tse.Tipping Behavior:A Disconfirmation of Expectation Perspective [J].International Journal of Hospitality Management,2003(22).Issue:461-467
[27]Bonn M,Forbringer L.Reducing Turnover in the Hospitality Industry:An Overview of Recruitment,Selection and Retention[J].International Journal of Hospitality Management.1992(11).Issue:47-63.
[28]Brian Schrag.The moral significance of employee loyalty.Business Ethics Quarterly[J].2001(11).Issue:42-50
[29]Charles R,McCleary.W.Recruitment and Retention of African American Managers[J]Cornell Hotel and Restaurant Administration Quarterly,1997(38).Issue:24-29.
[30]Ctiartes J.Hobson,Motivating employee,commitment with empathy and support during stressful life events.[J]International Journal of Management,2004(21)Issue:332-339
[31]David S,Ezekiel A,Adam A.Same Sexual Harassment[J].Cornell Hotel and Restaurant Administration Quarterly.2000(11)Issue:75-81
[32]Davenport T.H.Nohria,N.Case management and the integration of labor[M].National Productivity Review,Winter 1992/1993
[33]Dirks KT,Ferrin DL.Trust in leadership:Meta-analytic findings and implications for research and practice[J].Journal of Applied Psychology,2002,87(5):611-628.
[34]Ernest Allen,Cohen.Collective Bargaining Regarding Safety and Security[J]. Cornell Hotel and Restaurant Administration Quarterly ,2002 (10).Issue:108 - 118.
[35]Guerrier Y, Lockwood。 Managers in Hospitality: A Review of Current Research Progress in Tourism[J] Recreation and Hospitality Management. 1991 (2) Issue: 151-167
[36] Lam T. , Zhang H. An investigation of employees job satisfaction: the case of hotels in Hong Kong[J] . Tourism Management, 2001 (32 ) Issue : 157 - 165
[37]Logan G. M. "Loyalty and a Sense of Purpose." California Management Review[J] . 1984(27) Issue:149-156.
[38]Kathleen Iverson..The Paradox of the Contented Female Manager: an Empirical Investigation of Gender Differences in Pay Expectation in the Hospitality Industry International Journal of Hospitality Management[J]. 2000 (1) Issue:33 - 35.
[39]McGunnigle, HRM in UK hotels:a focus on commitment.Employee Relations[J].2000 (22) Issue:23-25
[40]Nailon P. A Study of Management Activity in Units in a Hotel [M] .M. Phil .University of Surrey 1968.
[41]Niehoff.B. P The Influence of Empowerment and Job Enrichment on Employee Loyalty in a Downsizing Environment. Group and Organization Management[J].2001(26) Issue:93-113.
[42] Richard Coughlan. Employee loyalty as adherence to shared moral values.Journal of Managerial Issues.2005(20),Issue:43-57
[43]Richard Coughlan. Employee Loyalty as Adherence to Shared Moral Values.Journal Of Managerial Issues[J].2005(4).Issue:43-57
[44]Spillane J J Sanata S. The Christian humanization of work : job satisfaction in the hospitality industry[J] Review of Business 2001 (1) Issue:16-25
[45]Tony , Timothy. The Effect of Employee Turnover on Hotel Profits A Test Across Multiple Hotels [J] . Cornell Hotel and Restaurant Administration Quarterly,2001(8).Issue:20-26.
[46]Wood R.Status and Hotel and Catering Work: Theoretical Dimensions and Practical Implications [J].Hospitalily Research Journal . 1993(15),Issue:3 - 15.