【摘要】：隨著酒店服務(wù)行業(yè)競(jìng)爭(zhēng)越來越激烈,員工的組織公民行為越來越受到酒店管理者的重視,因?yàn)橹挥星袑?shí)激發(fā)員工的組織公民行為,才能始終保持酒店優(yōu)秀的人力資源,從根本上提高員工的工作效率,提升整體服務(wù)質(zhì)量及競(jìng)爭(zhēng)力。 根據(jù)文獻(xiàn)分析和專家意見,本研究對(duì)《工作價(jià)值觀》、《組織承諾》、《組織公民行為》量表進(jìn)行初測(cè),采用項(xiàng)目分析、探索性因素分析等進(jìn)行修訂,形成正式施測(cè)問卷。在正式測(cè)量后,通過驗(yàn)證性因素分析對(duì)各問卷結(jié)構(gòu)進(jìn)行驗(yàn)證,結(jié)果各問卷結(jié)構(gòu)與數(shù)據(jù)擬合良好。 本研究依次對(duì)正式施測(cè)搜集到的數(shù)據(jù)進(jìn)行研究分析。主要包括： (1)利用t檢驗(yàn)與方差分析,研究各研究變量在人口統(tǒng)計(jì)學(xué)變量上的差異性； (2)高星級(jí)酒店員工工作價(jià)值觀、組織承諾、組織公民行為整體及各維度之間的相關(guān)性檢驗(yàn)； (3)變量之間的回歸效應(yīng)檢驗(yàn)。 通過上述分析,主要得到如下結(jié)果： (1)在人口統(tǒng)計(jì)學(xué)變量上,部分維度得分存在顯著差異,如職位的高低對(duì)組織承諾有顯著性差異,而對(duì)工作價(jià)值觀及組織公民行為沒有,且職位越高,工作價(jià)值觀和組織承諾越高,組織公民行為更易發(fā)生。 (2)高星級(jí)酒店員工工作價(jià)值觀、組織承諾、組織公民行為整體及各維度之間存在比較顯著的相關(guān)性。如高星級(jí)酒店員工工作價(jià)值觀與組織承諾在整體上呈顯著性相關(guān) (3)集體觀念、個(gè)人因素和工作行為評(píng)價(jià)能預(yù)測(cè)高星級(jí)酒店員工組織承諾。 (4)集體觀念、個(gè)人因素和工作行為評(píng)價(jià)能預(yù)測(cè)高星級(jí)酒店員工組織公民行為。 (5)價(jià)值承諾和努力承諾能預(yù)測(cè)高星級(jí)酒店員工組織公民行為。結(jié)論：高星級(jí)酒店員工比中小餐飲企業(yè)的員工更易發(fā)生組織公民行為。高星級(jí)酒店員工的工作價(jià)值觀、組織承諾都能預(yù)測(cè)他們的組織公民行為。
[Abstract]:With the increasingly fierce competition in the hotel service industry, the organizational citizenship behavior of the staff is paid more and more attention by the hotel managers, because only by effectively stimulating the organizational citizenship behavior of the staff, can we always maintain the excellent human resources of the hotel. Fundamentally improve the efficiency of the staff, improve the overall quality of service and competitiveness. According to the literature analysis and expert opinion, the scale of "work values", "organizational commitment" and "organizational Citizenship behavior" were first measured and revised by item analysis and exploratory factor analysis to form a formal questionnaire. After formal measurement, the structure of each questionnaire was verified by confirmatory factor analysis, and the results showed that the structure of the questionnaire fitted well with the data. This research carries on the research analysis to the official test collection data in turn. The main contents are as follows: (1) using t-test and ANOVA to study the differences in demographic variables; (2) the work values, organizational commitment, organizational citizenship behavior and the correlation between the dimensions of high star hotel staff; (3) the regression effect test among variables. Through the above analysis, the following results are obtained: (1) in demographic variables, there are significant differences in the scores of some dimensions, such as the level of position has significant difference in organizational commitment; The higher the position, the higher the work value and organizational commitment. (2) there are significant correlations among work values, organizational commitment, organizational citizenship behavior and its dimensions. For example, the work values of high-star hotel staff are significantly related to their organizational commitment (3) collective concept, individual factors and work behavior evaluation can predict the organizational commitment of high-star hotel staff. (4) the evaluation of collective concept, individual factors and work behavior can predict the organizational citizenship behavior of high star hotel staff. (5) value commitment and effort commitment can predict organizational citizenship behavior of high star hotel staff. Conclusion: high-star hotel employees are more likely to develop organizational citizenship behavior than those in small and medium-sized catering enterprises. High-star hotel staff's work values and organizational commitment can predict their organizational citizenship behavior.
【學(xué)位授予單位】：湖南師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F272.92;F719;F224

【引證文獻(xiàn)】

相關(guān)博士學(xué)位論文 前1條

1 郭曉薇;企業(yè)員工組織公民行為影響因素的研究[D];華東師范大學(xué);2004年

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本文編號(hào)：2387426