饭店员工忠诚度研究

【作者】 陆菲菲；

【导师】 陈加州；

【作者基本信息】 贵州大学 ， 企业管理， 2009， 硕士

【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。更多还原

【Abstract】 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.更多还原