内部服务质量、员工满意度、员工绩效关系研究——以高星级酒店为例  

Relationship between Service Quality,Employee Satisfaction and Employee Performance——based on High-star Hotels

作　　者：曾慧娟[1] 林益丽[1] ZENG Huijuan;LIN Yili(Longyan University,Longyan,Fujian 364000,China)

机构地区：[1]龙岩学院,福建龙岩364000

出　　处：《龙岩学院学报》2019年第1期82-89,共8页Journal of Longyan University

基　　金：福建省教育厅A类社科项目"新生代员工管理视角下旅游企业内部服务质量评价研究"(JAS14286)

摘　　要：以深圳五家高星级酒店员工为调查对象,通过实证分析对酒店内部服务质量、员工满意度、员工绩效三者之间的关系假设进行验证,研究结果表明:酒店内部响应性、内部保证性、内部自由裁量权分别对员工满意度、员工任务绩效和员工关系绩效具有正向影响,员工满意度对员工任务绩效、关系绩效具有正向影响。因此,可通过提高内部响应性、加强内部保证性和扩大内部自由裁量权来促进酒店内部服务质量提升。Taking the employees of five high-star hotels in Shenzhen as the survey objects,the relationship between the internal service qualities,employee satisfaction and employee performance has beenstudied.After an empirical analysis,the three-party relationship hypothesis has been verified.The results show that the hotel's internal responsiveness,internal guarantee and internal discretion have positive impacts on the employee satisfaction,employee performance and employee relationship performance.The employee satisfaction has positive impacts on the employee performance and relationship performance.Finally,this paper proposes improving internal responsiveness,strengthening internal guarantees and expanding internal discretion so as to promote the quality of hotel internal services.

关 键 词：高星级酒店 内部服务质量 员工满意度 员工绩效 

分 类 号：F719[经济管理—产业经济]