管理合同模式下的飯店一線員工職業(yè)滿意度研究
發(fā)布時間：2018-12-13 10:13
【摘要】：隨著經(jīng)濟的發(fā)展,國際知名的飯店品牌已陸續(xù)進入中國飯店市場。面對中國飯店市場帶來的經(jīng)濟利益,眾多國際酒店集團都將中國作為其發(fā)展戰(zhàn)略的重點,國際知名酒店集團以管理合同這一模式進入中國,為其提高市場占有率提供了可能。管理合同已經(jīng)成為飯店行業(yè)應用普遍的一種管理模式,保證了業(yè)主方的穩(wěn)定利益也提升了管理方的品牌知名度,對合同雙方均有益處。管理合同雖有其優(yōu)勢,但雙方也存在沖突,成本支出是矛盾的重點,而人力成本控制是成本控制的重要因素,研究表明員工職業(yè)滿意度與離職率相關,因此對管理合同模式下的飯店員工職業(yè)滿意度的研究具有現(xiàn)實意義。依據(jù)服務利潤鏈模型,員工是飯店最重要的無形資產(chǎn),忠誠的顧客由員工創(chuàng)造。眾多文獻探討了員工的工作壓力、組織承諾、工作績效情況,對員工職業(yè)滿意度的研究較少,而員工職業(yè)滿意度的狀況能夠反映出飯店在員工管理上的水平。因此,本文從組織角度考慮管理合同模式與飯店一線員工的職業(yè)滿意度關系。 本文為實證研究。在對大量文獻進行梳理后,確立調(diào)查問卷,獲得了有關管理合同模式下飯店一線員工職業(yè)滿意度情況的一手資料,并利用調(diào)查獲得的數(shù)據(jù)分析了管理合同模式下的飯店的兩個組織因素——程序公平和組織支持感與飯店一線員工職業(yè)滿意度的關系。 本文分為五部分： 第一部分為引言部分,主要包括研究背景、研究意義、研究方法和研究思路。 第二部分為文獻綜述部分,在對管理合同、職業(yè)滿意度相關文獻的梳理中發(fā)現(xiàn)研究可進一步深化的方向,并為后續(xù)部分的寫作奠定了理論基礎。 第三部分為研究設計部分,是以文獻綜述內(nèi)容為基礎,確立了本文的研究變量,提出了研究假設,并基于研究假設和研究目的設計了調(diào)查問卷。 第四部分為實證分析部分,采用SPSS16.0對調(diào)查問卷獲得的數(shù)據(jù)進行了描述性統(tǒng)計分析、相關分析、逐步多元回歸分析、獨立樣本T檢驗以及單因子方差分析,對提出的研究假設進行了驗證,并對研究結(jié)果進行了分析。 第五部分為結(jié)論部分,是對實證部分內(nèi)容的總結(jié),對論文寫作中的局限做了說明,并對后續(xù)研究做了進一步展望。 本研究的創(chuàng)新之處在于從另一個視角來研究管理合同,相關對管理合同的研究多從管理合同的雙方來考慮,因此研究的重點在于對合同條款的分析以及業(yè)主對管理方的激勵等,而在日常管理中,涉及到的主體是飯店的管理方和飯店員工,且對飯店管理方績效的評估離不開人力成本的控制,職業(yè)滿意度作為離職率的預測指標,對其的研究十分必要,員工的職業(yè)滿意度可以從側(cè)面反映出飯店的管理水平狀況,對以單純用財務指標來評價管理合同這一運營模式的績效具有啟發(fā)性。研究管理合同這一管理模式與組織中一線員工之間的關系,能夠豐富對管理合同的相關研究；其次,本研究對員工滿意度和職業(yè)滿意度進行了區(qū)分,職業(yè)滿意度是用于衡量職業(yè)成功的指標,相對于員工滿意度而言,職業(yè)滿意度對員工的態(tài)度和行為的影響程度更深,對飯店控制人力成本,降低離職率有重要作用。
[Abstract]:With the development of economy, the international well-known hotel brand has successively entered the Chinese restaurant market. In the face of the economic benefits brought by the Chinese restaurant market, many international hotel groups will focus on China as its development strategy, and the international well-known hotel group will enter China in the mode of managing the contract and offer the possibility to improve the market share. The management contract has become a common management mode in the hotel industry, and the stability benefit of the owner is ensured, and the brand awareness of the management party is also improved, and both parties have the benefit. Although the management contract has its advantages, the two parties also have the conflict, the cost expenditure is the key of the contradiction, and the human cost control is an important factor of the cost control, and the research shows that the employee's professional satisfaction is related to the separation rate. Therefore, it is of practical significance to study the job satisfaction of the hotel staff in the management contract mode. According to the service profit chain model, the employee is the most important intangible asset of the hotel, and the loyal customer is created by the staff. The paper discusses the working pressure, organization commitment and performance of the staff, and has little research on the job satisfaction of the staff, and the condition of the employee's professional satisfaction can reflect the level of the hotel in the management of the staff. Therefore, this paper takes into account the relationship between the management contract model and the professional satisfaction of the first-line staff in the hotel from the organizational point of view. This paper is an empirical research.. After combing a large number of documents, a questionnaire was established to obtain a hand-in-hand on the professional satisfaction of the first-line staff of the hotel in the mode of management contract. The paper analyzes the two organizational factors of the hotel under the management contract mode, the fairness of the procedure and the sense of organization support and the close of the professional satisfaction of the first-line staff in the hotel, using the data from the survey. This paper is divided into two parts: Part five: The first part is the introduction part, mainly including the research background, the research significance and the research method The second part is the literature review part, in the combing of the literature of the management contract and the job satisfaction, it is found that the research can be further deepened and the writing of the follow-up part The third part is the research and design part, which is based on the contents of the literature review, and establishes the research variable, puts forward the research hypothesis, and based on the research hypothesis and the research. Objective To design the questionnaire. The fourth part is divided into two parts: the empirical analysis part, the data of the questionnaire obtained by the SPSS16. 0, the relevant analysis, the stepwise multiple regression analysis, the independent sample T test and the single factor analysis of variance. the research hypothesis out is verified, The fifth part is the conclusion part, which is the summary of the content of the empirical part, and the limitation of the thesis writing is explained. The innovation of this study is to study the management contract from another perspective, and the research on the management contract will be considered from both parties of the management contract, so the focus of the study is the analysis of the contract terms and the owner's right to the contract. In the day-to-day management, the main body involved in the management of the hotel is the management of the hotel and the staff of the hotel, and the evaluation of the performance of the hotel management party can not be separated from the control of the labor cost and the professional satisfaction as the separation rate. The forecast index of the staff is very necessary for the research. The professional satisfaction of the staff can reflect the management level of the hotel from the side, and the management and management can be evaluated with the financial index alone. The performance of this operation model is instructive. The relationship between the management mode of the research and management contract and the first-line employee in the organization can enrich the relevant research on the management contract. Secondly, the study makes a distinction between the employee satisfaction and the job satisfaction. Satisfaction is the indicator used to measure the success of the profession, and the degree of the job satisfaction to the employee's attitude and behavior is deeper with respect to the employee satisfaction, and the hotel control
【學位授予單位】：東北財經(jīng)大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F272.92;F719
本文編號：2376371
[Abstract]:With the development of economy, the international well-known hotel brand has successively entered the Chinese restaurant market. In the face of the economic benefits brought by the Chinese restaurant market, many international hotel groups will focus on China as its development strategy, and the international well-known hotel group will enter China in the mode of managing the contract and offer the possibility to improve the market share. The management contract has become a common management mode in the hotel industry, and the stability benefit of the owner is ensured, and the brand awareness of the management party is also improved, and both parties have the benefit. Although the management contract has its advantages, the two parties also have the conflict, the cost expenditure is the key of the contradiction, and the human cost control is an important factor of the cost control, and the research shows that the employee's professional satisfaction is related to the separation rate. Therefore, it is of practical significance to study the job satisfaction of the hotel staff in the management contract mode. According to the service profit chain model, the employee is the most important intangible asset of the hotel, and the loyal customer is created by the staff. The paper discusses the working pressure, organization commitment and performance of the staff, and has little research on the job satisfaction of the staff, and the condition of the employee's professional satisfaction can reflect the level of the hotel in the management of the staff. Therefore, this paper takes into account the relationship between the management contract model and the professional satisfaction of the first-line staff in the hotel from the organizational point of view. This paper is an empirical research.. After combing a large number of documents, a questionnaire was established to obtain a hand-in-hand on the professional satisfaction of the first-line staff of the hotel in the mode of management contract. The paper analyzes the two organizational factors of the hotel under the management contract mode, the fairness of the procedure and the sense of organization support and the close of the professional satisfaction of the first-line staff in the hotel, using the data from the survey. This paper is divided into two parts: Part five: The first part is the introduction part, mainly including the research background, the research significance and the research method The second part is the literature review part, in the combing of the literature of the management contract and the job satisfaction, it is found that the research can be further deepened and the writing of the follow-up part The third part is the research and design part, which is based on the contents of the literature review, and establishes the research variable, puts forward the research hypothesis, and based on the research hypothesis and the research. Objective To design the questionnaire. The fourth part is divided into two parts: the empirical analysis part, the data of the questionnaire obtained by the SPSS16. 0, the relevant analysis, the stepwise multiple regression analysis, the independent sample T test and the single factor analysis of variance. the research hypothesis out is verified, The fifth part is the conclusion part, which is the summary of the content of the empirical part, and the limitation of the thesis writing is explained. The innovation of this study is to study the management contract from another perspective, and the research on the management contract will be considered from both parties of the management contract, so the focus of the study is the analysis of the contract terms and the owner's right to the contract. In the day-to-day management, the main body involved in the management of the hotel is the management of the hotel and the staff of the hotel, and the evaluation of the performance of the hotel management party can not be separated from the control of the labor cost and the professional satisfaction as the separation rate. The forecast index of the staff is very necessary for the research. The professional satisfaction of the staff can reflect the management level of the hotel from the side, and the management and management can be evaluated with the financial index alone. The performance of this operation model is instructive. The relationship between the management mode of the research and management contract and the first-line employee in the organization can enrich the relevant research on the management contract. Secondly, the study makes a distinction between the employee satisfaction and the job satisfaction. Satisfaction is the indicator used to measure the success of the profession, and the degree of the job satisfaction to the employee's attitude and behavior is deeper with respect to the employee satisfaction, and the hotel control
【學位授予單位】：東北財經(jīng)大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F272.92;F719
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