饭店员工工作倦怠的影响因素及其后果  

An Empirical Study on Hotel Staffs' Job Burnout Influence Factors and It's Consequences

作　　者：李玲[1] 彭学强[2] 

机构地区：[1]肇庆学院旅游学院,广东肇庆526061 [2]中南林业科技大学饭店管理咨询研究中心,湖南长沙410004

出　　处：《北京第二外国语学院学报》2009年第5期46-53,59,共9页Journal of Beijing International Studies University

摘　　要：本文在借鉴国内外相关研究成果的基础上,对饭店员工工作倦怠的影响因素及其后果进行了实证研究。结果发现研究设计中的8个前因变量都能够显著预测饭店员工的工作倦怠,其中,工作负荷、角色压力、组织公平及职业特征能够显著预测衰竭;职业特征、工作控制感、角色压力、工作负荷及社会支持能够显著预测疏离;工作控制感、社会支持、内/外控和应对方式能够显著预测无效能感。在工作倦怠对后果变量影响的研究中发现:工作倦怠的3个维度都能显著预测饭店员工的工作满意度、离职意向,但只有疏离和无效能感能够显著预测饭店员工的工作绩效。On the foundation of burnout research, this article made a empirical research on the impact of factors of hotel staff＇s burnout and its consequences. Results showed that the eight antecedent variables can all remarkably forecast the hotel staff＇s job burnout, including workload, role stress, organizational justice and occupational characteristics can significantly predict exhaustion; occupational characteristics, work control, role stress, workload and social support can significantly predict cynicism; work control, social support, internal / external control and coping style can significantly predict inefficacy. The study of Burnout＇s consequences were found： three dimensions of job burnout can significantly predit hotel staff＇s job satisfaction, turnover intention, but only to cynicism and inefficacy can significantly predict the performance of hotel staff.

关 键 词：饭店管理 工作倦怠 影响因素 

分 类 号：F59[经济管理—旅游管理]