本文選題：古井假日酒店 + 工作倦怠�。� 參考：《安徽大學》2013年碩士論文

【摘要】：進入21世紀以來,隨著我國經(jīng)濟社會發(fā)展,各行各業(yè)的工作人員都面臨著巨大的工作壓力,員工的職業(yè)安全感嚴重下降。如果個體長期處在環(huán)境、組織等壓力之下得不到舒解,工作倦怠問題便會產(chǎn)生。工作倦怠不僅影響個體的身心健康、人際關系,而且會使個體對工作產(chǎn)生消極態(tài)度,降低工作績效。身處服務行業(yè)的酒店員工,是連接顧客和酒店服務的載體,其服務過程中的行為表現(xiàn),不僅直接決定服務質(zhì)量的優(yōu)劣以及酒店的形象,更是關乎酒店經(jīng)營活動成敗的關鍵。在今天,酒店行業(yè)已經(jīng)成為現(xiàn)代社會經(jīng)濟中,招聘員工人數(shù)多,勞動強度大,流動性高的行業(yè)。隨著酒店業(yè)工作綜合性、復雜性以及競爭性的增加,員工會逐漸產(chǎn)生心理和生理上的疲憊,工作熱情下降,工作效率降低,最終造成酒店流失率的升高,酒店行業(yè)在人力資源市場上也將面臨困境,因此,員工倦怠問題在酒店業(yè)開始受到廣泛關注。對于工作倦怠的研究,國內(nèi)外都有了一些豐富的理論成果,但是在具體應用上大部分實證研究都集中在醫(yī)護、教師、新聞等行業(yè),而對于酒店行業(yè)員工工作倦怠的研究還不是很多,尤其是以某個酒店為研究對象,具體分析員工倦怠的實證研究更是少見。 本研究是在國內(nèi)外關于工作倦怠的相關研究成果的基礎上,選擇作者工作了10多年的合肥古井假日酒店為研究對象,通過問卷調(diào)查和訪談,對酒店員工的工作倦怠的現(xiàn)狀和原因進行分析,并提出相應的對策。研究發(fā)現(xiàn),在合肥古井假日酒店的員工中較為普遍存在工作倦怠現(xiàn)象,不同級別和不同崗位的員工導致工作倦怠的因素存在顯著差異。本研究分為六個部分,第一部分根據(jù)實際問題,說明本文的研究目的、意義、章節(jié)構架、研究思路及方法。第二部分為文獻綜述,整理出工作倦怠的概念、維度、特征、測量及國內(nèi)外的研究和趨勢。第三部分描述了合肥古井假日酒店的基本情況,并介紹、分析了當下酒店顧客滿意度、員工工作滿意度和流失率狀況。第四部分借鑒國內(nèi)外針對服務業(yè)使用較多,信度和效度都得到驗證的工作倦怠量表MBI-HSS,設計并發(fā)放問卷,收集數(shù)據(jù),然后利用SPSS13.0統(tǒng)計軟件,描述性統(tǒng)計分析及方差分析等方法分析導致工作倦怠的原因。第五部分通過問卷分析得出的結果,提出探索性的因子分析,并提出有效緩解合肥古井假日酒店員工工作倦怠的干預措施,為企業(yè)管理提供理論借鑒。第六部分是研究結論和展望,對研究結論進行歸納,提出本研究的創(chuàng)新和不足之處。
[Abstract]:Since entering the 21st century, with the development of economy and society in our country, the staff of all kinds of industries are faced with great pressure of work, and the sense of professional security of the staff has declined seriously. If the individual is under the pressure of environment and organization for a long time, the problem of job burnout will arise. Job burnout not only affects the individual's physical and mental health and interpersonal relationship, but also makes the individual have a negative attitude to the job and reduce the job performance. Hotel staff in the service industry is the carrier of connecting customers and hotel service. The behavior performance in the service process not only directly determines the quality of service and the image of the hotel, but also relates to the success or failure of hotel management activities. Today, the hotel industry has become a modern economy, the number of employees recruited, labor intensity, high mobility industry. As the hotel industry becomes more comprehensive, more complex and more competitive, employees will gradually become mentally and physically tired, work enthusiasm will decline, work efficiency will decrease, and the hotel wastage rate will eventually increase. Hotel industry will also face difficulties in the human resources market, therefore, the issue of employee burnout in the hotel industry began to receive widespread attention. For the study of job burnout, there have been some rich theoretical results at home and abroad, but most of the empirical research in the specific application is focused on medical care, teachers, journalism and other industries. But for the hotel industry staff job burnout research is not many, especially in a hotel as the research object, the specific analysis of employee burnout empirical research is rare. This research is based on the related research results of job burnout at home and abroad, selected Hefei Gujing Holiday Inn, which has worked for more than 10 years, as the research object, through questionnaire investigation and interview. This paper analyzes the present situation and causes of hotel staff job burnout, and puts forward corresponding countermeasures. It is found that the phenomenon of job burnout is common among employees of Gujing Holiday Inn in Hefei, and there are significant differences in the factors leading to job burnout among employees of different grades and positions. This research is divided into six parts. The first part explains the research purpose, significance, chapter structure, research ideas and methods according to practical problems. The second part is a literature review. The concept, dimension, characteristics, measurement, research and trends of job burnout at home and abroad are sorted out. The third part describes the basic situation of Hefei Gujing Holiday Inn, and analyzes the present hotel customer satisfaction, employee job satisfaction and turnover. The fourth part draws lessons from MBI-HSS, which is widely used at home and abroad for service industry, and its reliability and validity are verified, designs and issues questionnaires, collects data, and then uses SPSS13.0 statistical software. Descriptive statistical analysis and variance analysis were used to analyze the causes of job burnout. The fifth part through the questionnaire analysis results, proposed the exploratory factor analysis, and proposed the effective alleviation Hefei Gujing Holiday Inn staff job burnout intervention measures, provides the theory reference for the enterprise management. The sixth part is the conclusion and prospect of the research.
【學位授予單位】：安徽大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F272.92;F719

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