| 酒店服务行业员工敬业度特征与绩效研究 |
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| 引用本文： | 曾晖,赵黎明.酒店服务行业员工敬业度特征与绩效研究[J].北京工商大学学报(社会科学版),2009,24(4):96-100. |
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| 作者姓名： | 曾晖 赵黎明 |
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| 作者单位： | 1. 天津大学管理学院,天津,300072;南开大学泰达学院,天津,300071
2. 天津大学管理学院,天津,300072 |
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| 基金项目： | 国家自然科学基金项目“顾客感知服务质量的评价方法和管理研究”(79870047);;天津市社会科学规划重点项目“天津市国有服务企业核心竞争力评价与培育体系研究” |
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| 摘 要： | 采用《综合敬业度量表》(MEEI),对402名酒店服务业员工的敬业度状况及个人绩效进行调查,结果显示,酒店员工敬业度与绩效密切相关并具有一定的职业特点,随教育程度、职位、服务年限的提高,敬业度逐渐提高。然而,文化程度较高的酒店中高层管理者以及服务年限在11～15年间的员工出现敬业度下降的波动,说明员工敬业度不仅受人口学变量的影响,还受多种因素的综合影响,需要在组织变革和职业生涯规划方面加大投入和研究。
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| 关 键 词： | 敬业度 绩效 酒店服务业 |
| 收稿时间： | 2009/3/15 0:00:00 |
Employee Engagement and Service Performance in Hotel Industry |
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| Zeng Hui,and Zhao Li-ming.Employee Engagement and Service Performance in Hotel Industry[J].Journal of Beijing Technology and Business University:Social Science,2009,24(4):96-100. |
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| Authors: | Zeng Hui and Zhao Li-ming |
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| Institution: | 1.School of Management;Tianjin University;Tianjin 300072;China;2.Taida School;NanKai University;Tianjin 300071;China |
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| Abstract: | A total of 402 samples were collected from full-time employees in 8 business hotel in China.Multiple Employee Engagement Inventory(MEEI)and performance evaluation were administered to them.The results show that the hotel employee engagement is closely related with their performance and,at the same time,is significantly different with professional characteristics in age,education level,work position,length of service and salary.Generally speaking,the employee engagement increases with age,education level,wor... |
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| Keywords: | employee engagement performance hotel service industry |
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