本文選題：員工關(guān)系管理 + 組織公平感��； 參考：《海南大學(xué)》2013年碩士論文

【摘要】：酒店是以服務(wù)為導(dǎo)向的企業(yè),顧客的滿意度和忠誠(chéng)度是一個(gè)酒店得以生存與發(fā)展的關(guān)鍵要素,而顧客的滿意和忠誠(chéng)則來(lái)源于酒店所提供的優(yōu)質(zhì)服務(wù)。隨著國(guó)外酒店集團(tuán)的加入,酒店行業(yè)競(jìng)爭(zhēng)日趨激烈,顧客對(duì)優(yōu)質(zhì)服務(wù)的定義不再僅僅局限于酒店所提供的日�；疽�(guī)范服務(wù),而是能夠?qū)?biāo)準(zhǔn)化管理與個(gè)性化服務(wù)的完美結(jié)合。即酒店員工在標(biāo)準(zhǔn)化服務(wù)的基礎(chǔ)上,能夠積極主動(dòng)、觀察入微、善于為客人著想,在客人開口之前,為客人提供滿足其個(gè)性需求的個(gè)性化服務(wù),超出他們的預(yù)期,這種積極主動(dòng)性就屬于組織公民行為的一部分。那么如何激發(fā)員工組織公民行為的產(chǎn)生,正是本文所要研究的內(nèi)容。 本文通過(guò)對(duì)文獻(xiàn)的回顧,從人力資源的角度出發(fā),引入組織公平理論與組織支持理論作為中間變量,重點(diǎn)討論員工關(guān)系管理與組織公民行為之間所存在的關(guān)系。經(jīng)過(guò)理論分析推測(cè),員工關(guān)系管理不僅直接與員工組織公民行為顯著正相關(guān),并且積極影響員工的組織公平感與組織支持知覺,而員工的組織公平感與組織支持知覺進(jìn)一步影響組織公民行為的產(chǎn)生。在對(duì)以上關(guān)系演繹的基礎(chǔ)上,編制問(wèn)卷,針對(duì)酒店行業(yè)員工做實(shí)踐調(diào)查。并運(yùn)用SPSS16.0對(duì)收集到的數(shù)據(jù)進(jìn)行信度效度分析,因子回歸分析等,分析結(jié)果證明員工關(guān)系管理顯著直接正向影響員工組織公民行為的產(chǎn)生,并對(duì)組織公平感與組織支持知覺產(chǎn)生作用,進(jìn)而間接影響員工的組織公民行為。
[Abstract]:Hotel is a service-oriented enterprise. Customer satisfaction and loyalty are the key elements of the survival and development of a hotel, while customer satisfaction and loyalty come from the excellent service provided by the hotel.With the entry of foreign hotel groups, the competition of hotel industry is becoming more and more fierce. The definition of high quality service is not only limited to the basic standard service provided by hotel, but also the perfect combination of standardized management and personalized service.That is, on the basis of standardized service, hotel staff are able to be proactive, observable, considerate, and provide guests with personalized services to meet their personal needs before opening their mouth, exceeding their expectations.This initiative is part of organizational citizenship.So how to stimulate the emergence of organizational citizenship behavior, is the content of this paper.Based on the review of the literature and from the point of view of human resources, this paper introduces the theory of organizational justice and the theory of organizational support as the intermediate variable, and discusses the relationship between employee relationship management and organizational citizenship behavior.Through theoretical analysis, it is inferred that employee relationship management is not only directly positively related to organizational citizenship behavior, but also positively affects the perception of organizational justice and organizational support.The sense of organizational justice and organizational support of employees further affect the emergence of organizational citizenship behavior.On the basis of the deduction of the above relationship, a questionnaire is compiled to investigate the hotel staff.Using SPSS16.0 to analyze the reliability and validity of the collected data, factor regression analysis and so on, the results show that employee relationship management has a significant direct positive impact on the emergence of employee organizational citizenship behavior.It has an effect on the sense of organizational justice and perception of organizational support, and then indirectly affects the organizational citizenship behavior of employees.
【學(xué)位授予單位】：海南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F272.92;F719

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