酒店服务行业员工敬业度特征与绩效研究

Employee Engagement and Service Performance in Hotel Industry

中文关键词:  敬业度  绩效  酒店服务业

英文关键词:employee engagement  performance  hotel service industry

中文摘要:

      采用《综合敬业度量表》(MEEI),对402名酒店服务业员工的敬业度状况及个人绩效进行调查,结果显示,酒店员工敬业度与绩效密切相关并具有一定的职业特点,随教育程度、职位、服务年限的提高,敬业度逐渐提高。然而,文化程度较高的酒店中高层管理者以及服务年限在11～15年间的员工出现敬业度下降的波动,说明员工敬业度不仅受人口学变量的影响,还受多种因素的综合影响,需要在组织变革和职业生涯规划方面加大投入和研究。

英文摘要:

      A total of 402 samples were collected from full-time employees in 8 business hotel in China.Multiple Employee Engagement Inventory(MEEI)and performance evaluation were administered to them.The results show that the hotel employee engagement is closely related with their performance and,at the same time,is significantly different with professional characteristics in age,education level,work position,length of service and salary.Generally speaking,the employee engagement increases with age,education level,work position,length of service and salary.However,the senior managers with higher education and the staff whose length of service is 11 to 15 years appear unusual decline in engagement.Besides the demographic variables,some other comprehensive factors impacting employee engagement,such as the organization change and career planning,should be further considered for future research.