【摘要】：作為區(qū)別于體力勞動(dòng)和腦力勞動(dòng)的第三種勞動(dòng)形式，情緒勞動(dòng)日益受到了相關(guān)學(xué)者和管理實(shí)踐者的關(guān)注。對(duì)于酒店行業(yè)來說，與賓客接觸的高交互性決定了酒店員工每天都要面臨情緒勞動(dòng)的挑戰(zhàn)，進(jìn)而影響其對(duì)工作的倦怠感及工作滿意度。因此，合理掌控和調(diào)節(jié)員工的情緒勞動(dòng)、預(yù)防工作倦怠、提高工作滿意度成為酒店人力資源管理不容忽視的熱點(diǎn)問題。 本文以現(xiàn)有研究成果為理論基礎(chǔ)，以五家星級(jí)酒店的員工為樣本，主要采取問卷調(diào)查的方法，對(duì)其情緒勞動(dòng)現(xiàn)狀及其與工作倦怠、工作滿意度的關(guān)系進(jìn)行探討。 首先，通過對(duì)國內(nèi)外現(xiàn)有理論成果進(jìn)行梳理發(fā)現(xiàn)，國內(nèi)關(guān)于情緒勞動(dòng)研究成果并不多，針對(duì)酒店行業(yè)的相關(guān)實(shí)證研究更是十分缺乏。所以本文結(jié)合國外及臺(tái)灣地區(qū)相關(guān)研究成果，建立情緒勞動(dòng)、工作倦怠、工作滿意度的研究模型并提出研究假設(shè)。 其次，選用國外較成熟的情緒勞動(dòng)、工作倦怠、工作滿意度量表，并通過spss18.0進(jìn)行數(shù)據(jù)分析。運(yùn)用描述性統(tǒng)計(jì)分析、方差分析、T檢驗(yàn)、相關(guān)分析及多元回歸分析得出研究結(jié)果，研究發(fā)現(xiàn)：情緒勞動(dòng)的兩個(gè)維度均在受教育程度方面有顯著差異；情緒耗竭和去人格化在性別上有顯著差異。表層行為與情緒耗竭、去人格化正相關(guān)，，但對(duì)工作滿意度并無顯著影響；深層行為與去人格化、低成就感負(fù)相關(guān)，對(duì)工作滿意度有顯著的正向影響； 最后，針對(duì)研究結(jié)論，本文提出酒店行業(yè)情緒管理效果的六項(xiàng)提升對(duì)策，包括提高管理者的情緒管理意識(shí)、將情緒管理納入到酒店日常管理、重視員工消極情緒的疏導(dǎo)、完善酒店用人機(jī)制、豐富酒店培訓(xùn)課程以及塑造良好的酒店企業(yè)文化。 本文不僅是對(duì)國內(nèi)情緒勞動(dòng)實(shí)證研究的有益補(bǔ)充，也為國內(nèi)酒店行業(yè)員工招聘、培訓(xùn)和情緒勞動(dòng)管理提供了理論依據(jù)和實(shí)踐指導(dǎo)。
[Abstract]:As the third form of labor, emotional labor has been paid more and more attention by scholars and management practitioners. For hotel industry, the high interaction with guests determines that hotel staff face the challenge of emotional labor every day, and then affect their job burnout and job satisfaction. Therefore, reasonable control and regulation of employees' emotional labor, prevention of job burnout and improvement of job satisfaction have become hot issues that can not be ignored in hotel human resources management. Based on the existing research results and taking the staff of five star hotels as samples, the present situation of emotional labor and its relationship with job burnout and job satisfaction are discussed in this paper. First of all, by combing the existing theoretical results at home and abroad, we find that there are few researches on emotional labor in China, and the related empirical research on hotel industry is very scarce. Therefore, this paper establishes the research model of emotional labor, job burnout, job satisfaction and puts forward the research hypothesis. Secondly, the mature foreign emotional labor, job burnout, job satisfaction scale were selected, and the data were analyzed by spss18.0. Using descriptive statistical analysis, ANOVA T test, correlation analysis and multiple regression analysis, the results are as follows: the two dimensions of emotional labor are significantly different in education level; Emotional exhaustion and depersonalization have significant gender differences. Surface behavior is positively correlated with emotional exhaustion and depersonalization, but has no significant effect on job satisfaction; Deep behavior is negatively correlated with depersonalization and low sense of achievement, and has a significant positive effect on job satisfaction. In view of the conclusion of the study, this paper puts forward six measures to improve the effect of emotional management in hotel industry, including raising the awareness of emotional management of managers, bringing emotional management into the daily management of hotels, and attaching importance to the guidance of negative emotions of employees. Improve the hotel personnel mechanism, enrich hotel training courses and shape a good hotel corporate culture. This paper is not only a useful supplement to the empirical study of domestic emotional labor, but also provides theoretical basis and practical guidance for the recruitment, training and emotional labor management of domestic hotel industry.
【學(xué)位授予單位】：燕山大學(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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