本文關(guān)鍵詞： 酒店員工 情緒勞動 組織公民行為 工作滿意度　出處：《湖南師范大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著全國上下倡導(dǎo)“以人為本”的服務(wù)理念與管理理念,關(guān)注個體重視人力資源,成為企業(yè)達(dá)成目標(biāo)、提高競爭力,謀求可持續(xù)發(fā)展的有效措施,對于情感密集型的酒店服務(wù)業(yè)更是如此。表達(dá)符合職業(yè)要求的情緒行為、表現(xiàn)促進(jìn)組織效率的組織公民行為日益受到社會文化和社會公眾的鼓勵,并成為組織提高服務(wù)質(zhì)量、增加績效的巧妙手段。梳理國內(nèi)外文獻(xiàn)我們發(fā)現(xiàn),關(guān)注酒店員工情緒勞動與組織公民行為現(xiàn)實情況的研究尚不多見,在理論層面,已有學(xué)者就兩者的關(guān)系進(jìn)行初探,但后續(xù)鮮有學(xué)者開展更為深入、全面的探討,鑒于此,本研究擬通過引入工作滿意度,采用實證研究探討酒店員工的情緒勞動、工作滿意度與組織公民行為間的關(guān)系,既在理論上豐富組織管理理論,又揭示酒店員工情緒勞動與組織公民行為的現(xiàn)實情況,為服務(wù)業(yè)的人力資源的開發(fā)和管理工作拓寬視野。 本研究在對情緒勞動、組織公民行為與工作滿意度的相關(guān)概念、理論及國內(nèi)外研究現(xiàn)狀述評的基礎(chǔ)上,提出三者間的關(guān)系假設(shè)。對張家界市5家酒店的員工開展問卷調(diào)查,運用因子分析、信度分析、單因素方差分析、相關(guān)分析、回歸分析等統(tǒng)計方法對所獲數(shù)據(jù)進(jìn)行分析,所得結(jié)論如下： 第一、酒店員工情緒勞動的表層扮演、情緒要求多樣性對工作滿意度表現(xiàn)出負(fù)向影響,深層扮演表現(xiàn)出正向影響。 第二、酒店員工的工作滿意度對組織公民行為的四個層面,即社會層面、組織層面、群體層面、自我層面均產(chǎn)生正向影響。 第三、酒店員工情緒勞動的表層扮演對社會層面、組織層面、自我層面的組織公民行為產(chǎn)生負(fù)向影響；深層扮演對組織層面、群體層面、自我層面的組織公民行為產(chǎn)生正向影響；情緒表達(dá)頻率對群體層面的組織公民行為產(chǎn)生負(fù)向影響；情緒要求多樣性對自我層面的組織公民行為產(chǎn)生負(fù)向影響。 第四、在表層扮演對組織公民行為社會層面的影響關(guān)系中,工作滿意度產(chǎn)生一定的中介作用；在表層扮演、深層扮演對組織公民行為組織層面的影響關(guān)系中,工作滿意度表現(xiàn)出一定的中介作用；在深層扮演對組織公民行為群體層面的影響關(guān)系中,工作滿意度產(chǎn)生一定的中介作用。 第五、被調(diào)查的酒店員工承擔(dān)著較強的情緒勞動,除了完成本職工作外,也表現(xiàn)出一定的組織公民行為,不同性別、年齡、學(xué)歷、職位層次、工齡的酒店員工在兩者上的表現(xiàn)存在部份差異性。
[Abstract]:With the promotion of "people-oriented" concept of service and management throughout the country, attention to the individual attention to human resources, become an effective measure for enterprises to achieve goals, improve competitiveness, and seek sustainable development. For the emotional intensive hotel service industry, the expression of emotional behavior in line with the professional requirements, organizational citizenship behavior to promote organizational efficiency is increasingly encouraged by social culture and the public. And become a clever means to improve service quality and increase performance. Combing the domestic and foreign literature we find that there are few researches on the emotional labor and organizational citizenship behavior of hotel staff in the theoretical level. There are some scholars on the relationship between the two to explore, but the follow-up few scholars to carry out a more in-depth, comprehensive discussion, in view of this, this study through the introduction of job satisfaction. The empirical study is used to explore the relationship among emotional labor, job satisfaction and organizational citizenship behavior of hotel staff, which enriches the theory of organizational management in theory. It also reveals the reality of emotional labor and organizational citizenship behavior of hotel staff, and widens the vision for the development and management of human resources in the service industry. This study is based on the related concepts of emotional labor, organizational citizenship behavior and job satisfaction, theory and current research situation at home and abroad. Put forward the relationship between the three hypotheses. 5 hotels in Zhangjiajie City to carry out a questionnaire survey, using factor analysis, reliability analysis, single-factor variance analysis, correlation analysis. Statistical methods such as regression analysis are used to analyze the obtained data. The conclusions are as follows: Firstly, the surface layer of emotional labor of hotel staff, the diversity of emotional requirements has a negative impact on job satisfaction, while deep play shows a positive impact. Second, the job satisfaction of hotel staff has a positive impact on the four levels of organizational citizenship behavior, namely, social level, organizational level, group level, and self-level. Thirdly, the surface layer of emotional labor of hotel staff has a negative impact on the organizational citizenship behavior at the social, organizational and self-level levels. Deep acting has a positive effect on organizational citizenship behavior at organizational level, group level and self level; The frequency of emotional expression has a negative effect on organizational citizenship behavior at group level. Emotional diversity has a negative effect on self-level organizational citizenship behavior. In 4th, job satisfaction plays an intermediary role in the influence of the surface layer on the social level of organizational citizenship behavior; In the influence relationship between the surface acting and the deep acting on the organizational level of organizational citizenship behavior, job satisfaction shows a certain intermediary role; Job satisfaction plays an intermediary role in the deep influence on the group level of organizational citizenship behavior. In 5th, the hotel staff were responsible for strong emotional labor, in addition to the completion of their own work, but also showed a certain degree of organizational citizenship behavior, different gender, age, education, job level. There are some differences in the performance of hotel staff.
【學(xué)位授予單位】：湖南師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F719;F272.92;F224

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 張爽;喬坤;;交易型與改造型領(lǐng)導(dǎo)行為對員工組織公民行為的影響[J];大連理工大學(xué)學(xué)報(社會科學(xué)版);2006年01期

2 嚴(yán)丹;張立軍;;組織公平對組織承諾及組織公民行為影響[J];工業(yè)工程與管理;2010年03期

3 李敬;朱嘉玲;;員工情緒智力對組織公民行為影響的實證研究[J];湖南大學(xué)學(xué)報(社會科學(xué)版);2010年06期

4 陳秋萍;;我國飯店情緒勞動管理研究[J];北京第二外國語學(xué)院學(xué)報;2007年05期

5 吳志明,武欣;知識工作團(tuán)隊中組織公民行為對團(tuán)隊有效性的影響作用研究[J];科學(xué)學(xué)與科學(xué)技術(shù)管理;2005年08期

6 蘇方國,趙曙明;組織承諾、組織公民行為與離職傾向關(guān)系研究[J];科學(xué)學(xué)與科學(xué)技術(shù)管理;2005年08期

7 胡蓓,陳建安;腦力勞動者工作滿意度實證研究[J];科研管理;2003年04期

8 唐春勇;潘妍;;領(lǐng)導(dǎo)情緒智力對員工組織認(rèn)同、組織公民行為影響的跨層分析[J];南開管理評論;2010年04期

9 吳清津,汪純孝;服務(wù)導(dǎo)向的組織公民行為[J];旅游科學(xué);2004年01期

10 石羽;;組織公民行為在酒店經(jīng)營管理中的應(yīng)用研究[J];內(nèi)蒙古科技與經(jīng)濟;2007年12期

相關(guān)碩士學(xué)位論文 前2條

1 戎軍;知識型團(tuán)隊成員的工作滿意度與組織公民行為關(guān)系研究[D];蘭州大學(xué);2011年

2 胡瀟文;飯店員工組織公民行為與其工作績效的關(guān)系研究[D];廈門大學(xué);2009年

，

本文編號：1473621