工商管理学院知识库

随着时代的变化，顾客对服务要求逐渐多元化，提供高质量服务成为酒店可持续发展的必要条件。高质量服务的核心是主动服务行为，而员工主动服务客户行为则是在与客户短暂接触的过程中，能够提高与顾客关系强度，促使服务企业可持续发展的有效途径。本论文致力于研究酒店员工工作获得感如何激发员工主动服务行为，希望给酒店带来一定的理论支持和管理建议，进而使得酒店具有更强的竞争力。

本研究以酒店员工为研究对象，整合自我决定理论、社会认知理论、资源保存理论，以工作繁荣为中介、时间压力为调节，考察了酒店员工工作获得感与主动服务行为之间的关系。问卷调查收集采用电子问卷及线下渠道收集问卷，并分两个时间点完成，两个时间点之间间隔为一个月。基于314个酒店员工样本，有如下研究发现：酒店员工工作获得感对员工主动服务行为有正向影响；工作获得感对其工作繁荣有正向影响；工作繁荣的增加会对员工主动服务行为的增加有正向影响；工作繁荣中介了工作获得感与主动服务行为的正向关系；时间压力会弱化工作繁荣与员工主动服务行为之间的关系；时间压力负向调节工作繁荣在工作获得感和主动服务行为关系中的中介作用。

With the change of The Times, the customer's demand for service is gradually diversified, providing high quality service is the goal that the hotel industry has always pursued.The core of high-quality service is the active service behavior, and the employee's active service customer behavior is an effective way to improve the strength of the relationship with customers and promote the sustainable development of service enterprises in the process of brief contact with customers. This project is committed to studying how hotel employees' sense of work can stimulate employees' active service behavior, hoping to bring certain theoretical support and management suggestions to hotel enterprises, so as to make hotel enterprises more competitive.  

Based on the situation of hotel enterprises, this study integrates resource conservation theory, cognitive evaluation theory and social cognitive theory, takes thriving at work as the mediating and time pressure as the regulation, and investigates the relationship between hotel employees' sense of work gain and active service behavior. The questionnaire is collected by electronic questionnaire and offline channels, and is completed at two time points, with an interval of one month. Based on a sample of 314 hotel employees, the following research found that: hotel employees' sense of job acquisition has a positive impact on employees' active service behavior; The sense of work gain has a positive impact on their thriving at work; The increase of thriving at work will have a positive impact on the increase of employees' active service behavior; Thriving at work mediates the positive relationship between sense of work gain and active service behavior; Time pressure will weaken the relationship between thriving at work and employees' active service behavior; Time pressure negatively regulates the mediating role of thriving at work in the relationship between sense of work gain and active service behavior.