本文選題：高星級(jí)飯店　切入點(diǎn)：知識(shí)管理　出處：《浙江大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著我國(guó)飯店行業(yè)的迅速發(fā)展,飯店服務(wù)質(zhì)量問(wèn)題日益凸顯,特別是飯店提供的標(biāo)準(zhǔn)化服務(wù)已經(jīng)很難滿足顧客日益?zhèn)�性化和多樣化的需求。隨著服務(wù)質(zhì)量管理受重視程度愈加提高,服務(wù)創(chuàng)新成為理論界和實(shí)務(wù)界的關(guān)注點(diǎn),以期為顧客提供“滿意加驚喜”體驗(yàn)。盡管影響飯店服務(wù)創(chuàng)新的因素很多,但作為飯店核心資產(chǎn)的員工不能不說(shuō)是一個(gè)非常重要的因素,而員工最為關(guān)鍵的又是其擁有的知識(shí)資本。因此,飯店必須塑造一種知識(shí)共享型文化,從而提升飯店服務(wù)創(chuàng)新績(jī)效以最大程度滿足顧客需求,最終保證飯店可持續(xù)發(fā)展。 本文通過(guò)文獻(xiàn)綜述、調(diào)查研究和統(tǒng)計(jì)分析,探索了高星級(jí)飯店員工知識(shí)共享促動(dòng)因素、共享過(guò)程與服務(wù)創(chuàng)新的邏輯關(guān)系。首先,在界定研究對(duì)象的基礎(chǔ)上,對(duì)知識(shí)管理、知識(shí)共享和服務(wù)創(chuàng)新等研究進(jìn)行了文獻(xiàn)梳理以明晰研究方向；其次,在文獻(xiàn)綜述的基礎(chǔ)之上,結(jié)合專家意見(jiàn),提出研究模型,并對(duì)變量的測(cè)量進(jìn)行問(wèn)卷設(shè)計(jì)；再次,通過(guò)發(fā)放問(wèn)卷獲得研究數(shù)據(jù),并運(yùn)用SPSS18.0和AMOS7.0軟件進(jìn)行統(tǒng)計(jì)分析,驗(yàn)證了研究假設(shè),修正了研究模型,并得出了五個(gè)主要結(jié)論：①個(gè)體因素中利他主義和情感承諾及組織因素中高層支持對(duì)飯店員工知識(shí)共享過(guò)程有正向的顯著影響；②組織激勵(lì)對(duì)員工知識(shí)貢獻(xiàn)有顯著正向影響,信息通信技術(shù)應(yīng)用對(duì)知識(shí)收集有顯著正向影響；③個(gè)體因素中自我效能感與知識(shí)共享過(guò)程之間存在緊密聯(lián)系,但對(duì)其沒(méi)有預(yù)測(cè)作用；④員工知識(shí)貢獻(xiàn)和知識(shí)收集的意愿強(qiáng)度均能顯著改善飯店服務(wù)創(chuàng)新績(jī)效；⑤不同個(gè)體特征的員工在飯店知識(shí)共享促動(dòng)因素、共享過(guò)程和服務(wù)創(chuàng)新的感知水平上存在著顯著差異,其中年齡、文化程度、飯店行業(yè)工作年限、本飯店工作年限、工作部門和工作職位是六個(gè)重要的導(dǎo)致感知差異的因素。最后,根據(jù)研究結(jié)論,本文對(duì)塑造飯店知識(shí)共享型文化提出了六點(diǎn)管理建議：改善招聘流程,關(guān)注員工品行考核；加強(qiáng)內(nèi)部培訓(xùn),提升員工共享意識(shí)；重視文化建設(shè),培養(yǎng)積極團(tuán)隊(duì)氛圍；高層推動(dòng)共享,營(yíng)造飯店共享文化；完善激勵(lì)制度,激活員工共享熱情；關(guān)注技術(shù)革新,搭建知識(shí)共享平臺(tái)。
[Abstract]:With the rapid development of the hotel industry in China, the problem of hotel service quality has become increasingly prominent. In particular, the standardized service provided by hotels has been difficult to meet the increasingly personalized and diversified needs of customers. With the increasing attention to service quality management, service innovation has become the focus of theoretical and practical circles. In order to provide customers with "satisfaction and surprise" experience. Although there are many factors affecting hotel service innovation, employees who are the core assets of the hotel cannot but say that it is a very important factor. Therefore, the hotel must shape a kind of knowledge sharing culture, in order to improve the hotel service innovation performance in order to meet the needs of customers to the greatest extent, and ultimately ensure the sustainable development of the hotel. Through literature review, investigation and statistical analysis, this paper explores the logical relationship among knowledge sharing motivators, sharing process and service innovation of employees in high star hotels. First, on the basis of defining the research object, the paper analyzes the knowledge management. Knowledge sharing and service innovation are reviewed to clarify the research direction. Secondly, on the basis of literature review, combined with expert opinion, the research model is put forward, and the questionnaire is designed to measure variables. The research data are obtained by issuing questionnaires, and the statistical analysis is carried out by using SPSS18.0 and AMOS7.0 software. The hypothesis of the research is verified and the research model is modified. Five main conclusions are drawn: altruism and affective commitment in the individual factor of 1 / 1 and high-level support in the organizational factor have a positive and significant effect on the knowledge sharing process of hotel staff. (2) organizational motivation has a significant positive impact on the employee's knowledge contribution. The application of information and communication technology has a significant positive effect on knowledge collection. There is a close relationship between self-efficacy and the process of knowledge sharing. However, the knowledge contribution of employees and the willingness to collect knowledge can significantly improve the performance of hotel service innovation. 5 the motivating factors of knowledge sharing among employees with different individual characteristics can be improved. There are significant differences in the process of sharing and the perceived level of service innovation, including age, education, length of service in the hotel industry, length of service in the hotel, The work department and the work position are six important factors leading to the difference of perception. Finally, according to the conclusion of the study, this paper puts forward six management suggestions to shape the hotel knowledge-sharing culture: improve the recruitment process, pay attention to the staff conduct assessment; Strengthen internal training, enhance staff sharing awareness; attach importance to cultural construction, cultivate a positive team atmosphere; promote the sharing of high-level, create a hotel sharing culture; improve the incentive system, activate staff sharing enthusiasm; pay attention to technological innovation, Build a knowledge sharing platform.
【學(xué)位授予單位】：浙江大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F719;F272.92;F224

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前2條

1 馬曉娟;基于項(xiàng)目團(tuán)隊(duì)氛圍的個(gè)體動(dòng)機(jī)與知識(shí)共享作用機(jī)制研究[D];山東財(cái)經(jīng)大學(xué);2013年

2 劉華豐;旅游企業(yè)內(nèi)部社會(huì)資本對(duì)服務(wù)創(chuàng)新績(jī)效的影響研究[D];華南理工大學(xué);2013年

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本文編號(hào)：1617742