【摘要】：隨著我國的酒店數(shù)量持續(xù)增長,酒店知識管理問題日益凸顯,其受重視程度也日漸提高,并逐漸成為理論界與實(shí)踐界的關(guān)注點(diǎn)。本文通過文獻(xiàn)綜述、半結(jié)構(gòu)化訪談、問卷調(diào)查和統(tǒng)計(jì)分析,探索了高端酒店員工知識共享動機(jī)、知識共享行為與服務(wù)創(chuàng)新績效的邏輯關(guān)系。 首先,在界定研究對象的基礎(chǔ)上,對知識管理、知識共享、知識共享動機(jī)和服務(wù)創(chuàng)新績效等相關(guān)研究進(jìn)行了文獻(xiàn)梳理。其次,在文獻(xiàn)綜述的基礎(chǔ)之上,結(jié)合半結(jié)構(gòu)化訪談,提出研究模型,針對變量測量進(jìn)行問卷設(shè)計(jì),并通過問卷前測,凈化測量量表,在前測結(jié)果的基礎(chǔ)上形成最終問卷。再次,通過大規(guī)模發(fā)放問卷,回收數(shù)據(jù),運(yùn)用SPSS18.0和AMOS17.0統(tǒng)計(jì)分析軟件對數(shù)據(jù)進(jìn)行分析,對假設(shè)進(jìn)行檢驗(yàn)、對初始研究模型進(jìn)行修正,并得出三點(diǎn)主要結(jié)論：①組織獎勵動機(jī)、互惠動機(jī)和認(rèn)知動機(jī)均對知識共享行為有正向影響；②員工知識共享行為各維度(知識貢獻(xiàn)和知識收集)均對酒店服務(wù)創(chuàng)新績效(新服務(wù)開發(fā)和員工服務(wù)創(chuàng)新行為)有顯著的正向影響；③不同個體特征的員工對知識共享動機(jī)、知識共享行為和服務(wù)創(chuàng)新績效的感知存在著顯著的差異。最后,總結(jié)研究結(jié)論,并針對酒店知識共享的優(yōu)化提出六點(diǎn)管理建議：做好員工招聘選聘；改進(jìn)員工培訓(xùn)系統(tǒng)；健全企業(yè)激勵體系；構(gòu)建知識共享平臺；組織知識共享活動；建立制度保障機(jī)制。
[Abstract]:With the continuous growth of the number of hotels in China, the problem of hotel knowledge management is becoming increasingly prominent, and the degree of attention paid to hotel knowledge management has gradually become the focus of attention of the theoretical and practical circles. Through literature review, semi-structured interviews, questionnaires and statistical analysis, this paper explores the logical relationship among knowledge sharing motivation, knowledge sharing behavior and service innovation performance of high-end hotel staff. Firstly, on the basis of defining the research object, this paper reviews the related researches on knowledge management, knowledge sharing motivation and service innovation performance. Secondly, on the basis of literature review, combined with semi-structured interviews, a research model is proposed to design the questionnaire for variable measurement, and the final questionnaire is formed on the basis of pre-test results and purification measurement scale. Thirdly, through large-scale questionnaire, data recovery, the use of SPSS18.0 and AMOS17.0 statistical analysis software to analyze the data, to test the hypothesis, to modify the initial research model. The main conclusions are as follows: (1) organizational incentive motivation, reciprocal motivation and cognitive motivation all have positive effects on knowledge-sharing behavior; (2) each dimension of employee's knowledge sharing behavior (knowledge contribution and knowledge collection) has significant positive influence on hotel service innovation performance (new service development and employee service innovation behavior); (3) there are significant differences in the perception of knowledge sharing motivation, knowledge sharing behavior and service innovation performance among employees with different individual characteristics. Finally, the conclusion of the study is summarized, and six management suggestions are put forward for the optimization of hotel knowledge sharing: doing a good job in recruiting and hiring staff; improving the staff training system; perfecting the enterprise incentive system; building a knowledge-sharing platform; organizing knowledge-sharing activities; Set up the system safeguard mechanism.
【學(xué)位授予單位】：浙江大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F719;F272.92

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