【作者】 罗燕；

【导师】 汪波；

【作者基本信息】 天津大学 ， 管理科学与工程， 2009， 博士

【摘要】 在动态的市场竞争中,企业要获得并保持领先地位,需要采用一整套开发、应用和创新知识的知识管理战略。而作为企业知识主要载体的知识型员工,则是该战略实施成功与否的核心要素。企业中知识的产生与应用离不开知识型员工,对知识型员工的有效管理将直接影响到企业获取隐性知识,从而获得核心竞争优势的能力。作为我国最早对外开放行业之一的酒店业,在自身人力资源管理的发展中,经历了由人员匮乏,到人员素质较低,再到人员结构渐趋合理的过程。近两年,随着专业院校教学实力的提高,各跨国知名品牌酒店管理公司的引入,及国民就业观念的改变等,知识型员工在酒店业中所占比例呈逐年迅猛增长的趋势。他们在酒店运营和发展中起着中流砥柱的作用。然而,目前对于酒店知识型员工的研究却大多停留在知识型员工的界定、知识型员工的特征以及知识型员工工作环境的变化等方面,针对知识型员工绩效管理的研究却不多见,而现行的种种思想和方法没有针对知识型员工的特点及其绩效影响因素进行管理创新,并不能直接应用于知识型员工的绩效评估与激励。因此,针对酒店知识型员工的绩效管理与激励进行系统研究,建立和完善科学合理的绩效评估体系和激励模型是企业人力资源开发与管理的当务之急。将有利于企业了解如何诱导和利用知识型员工的工作潜力,激发并提高知识型员工的绩效水平,进而促进业绩的提升,以及酒店核心竞争力的形成和维持。本文首先运用规范分析法以知识型员工的特点为基础,对酒店业知识型员工的绩效评估的影响因素、考核指标进行系统分析,构建了基于RS-ANN的酒店知识型员工绩效评估和“全面薪酬”激励模型;将粗糙集引入神经网络(RS-ANN),利用粗糙集属性约简对神经网络的输入节点进行预处理,充分结合了二者的优点;在VB环境实现了对未确知神经网络的训练,完成了员工绩效评估工作;并通过实证分析方法以X酒店作为样本进行了绩效评估与激励的实证分析,为其他酒店带来了一点借鉴。更多还原

【Abstract】 In today’s dynamic and highly competitive hospitality industry, for enterprises to obtain and maintain a leading position they need a complete management strategy which includes innovating, developing and then applying employee knowledge into their daily operation. As the main carriers of enterprises’knowledge, especially tacit knowledge, knowledge-based employees are the essential elements for success in implementing company’s strategies. Therefore, effective management of knowledge-based employees will have a direct impact on obtaining tacit knowledge, which in turn will help to gain core competitiveness.As one of the earliest open-market industries, hospitality industry experienced its own development in human resource management. It began with lack of available employees, followed by adequately staffed but poorly qualified workforce. Recently the constituent is getting more scientific and practical. With the development of specialized hospitality schools, the emergence of multi-national famous hotel companies, and the changing of the whole society’s attitude and understanding of employment, the development and qualification of employees is improving. More and more knowledge-based employees are working and playing important roles in this industry.However, although the proportion of knowledge-based hotel employees is increasing and management is paying more attention on development of their workforce, most research on this taskforce still focused mainly on definitions, characteristics and changes in working environment– not on how to effectively evaluate and motivate knowledge-based employees to stimulate and improve their performance. Therefore, a systematic and scientific method of performance appraisal and motivation is essential for the lodging industry. Such a model is crucial for hotels’success and for sustaining competitive advantage.Focused on definition and characteristics of knowledge-based employees in hospitality industry, this paper systematically analyses the factors influencing the needs for hospitality knowledge-based workforce. An evaluation index system is selected and a scientific systematic RS-ANN method of performance appraisal along with a Comprehensive Incentive Program are illustrated and tested in‘X’Hotel to verify effectiveness.更多还原