差别对待能激励酒店员工吗?——心理资本、领导成员交换与敬业度的跨层次研究  

Can Discriminatory Treatment Motivate Hotel Employees?A Cross Level Analysis of Psychological Capital,Leader-Member Exchange,and Work Engagement

作　　者：温碧燕 周小曼[3] 李晓红 WEN Biyan;ZHOU Xiaoman;LI Xiaohong(Shenzhen Tourism College,Jinan University,Shenzhen 518053,China;School of Management,Jinan University,Guangzhou 510632,China;School of Geography and Tourism,Chongqing Normal University,Chongqing 401331,China;School of Management,Zhanjiang University of Science and Technology,Zhanjiang 524094,China)

机构地区：[1]暨南大学深圳旅游学院,广东深圳518053 [2]暨南大学管理学院,广东广州510632 [3]重庆师范大学地理与旅游学院,重庆401331 [4]湛江科技学院管理学院,广东湛江524094

出　　处：《旅游学刊》2023年第4期88-100,共13页Tourism Tribune

基　　金：国家自然科学基金项目“服务性企业员工正面心理资本、敬业程度和工作绩效的动态关系——基于双人组层面的研究”(71472075)资助。

摘　　要：心理资本高的敬业的员工可为组织带来正能量,探讨激发员工积极心理资源与工作态度的边界条件对于优化酒店业人力资源管理具有重要意义。文章基于积极情绪的拓展-建构理论和平等匹配模式,通过对10家高星级酒店48个工作团队的226位员工进行调查,运用结构方程及多层次线性模型,从员工个体和工作团队两个层次探讨酒店员工心理资本、领导成员交换与敬业度之间的关系。结果表明:(1)在个体层次,心理资本对领导成员交换与敬业度均有显著正向影响,下属感知领导成员交换在心理资本与敬业度之间发挥部分中介作用;(2)团队层次领导成员交换质量对个体层次敬业度有跨层次影响,且团队层次的领导成员交换差异在该层次的领导成员交换质量和个体层次敬业度的关系中起负向调节作用,即与领导成员交换差异较大的团队相比,在差异较小的团队中,团队整体领导成员交换质量对个体层次敬业度的正向影响更大。换言之,公平对待更能激励酒店员工提升敬业度。Employees’work engagement has a profound impact in the hospitality industry.Frontline employees have a high degree of contact with customers,and need to expend physical,intellectual,and emotional labor.Therefore,negative psychological states among employees that are not properly handled may lead to service failure,which affects hotel operation and management.Many scholars in the positive organizational behavior movement have studied the relationship between psychological capital and employee work engagement.Although these studies showed significant positive correlations,few studies discussed whether and how external working environment factors affected this relationship.Recent research has investigated leader-member exchange,which is an important factor influencing the working environment.However,most available research analyzed leader-member exchange at the individual level.It is important to return to the essence of leader-member exchange,and study this concept from different levels,such as individual,dyad,and group levels.There is also a lack of empirical research on leader-member exchange from different levels in a single study.Moreover,there is no consensus on the group level of leader-member exchange differentiation.Teamwork characteristics are prominent in the hospitality industry.In teams,relationships between the superior and subordinates have a major impact on subordinates’psychology and work behavior.Therefore,it is necessary to explore how leader-member exchange influences the relationship between psychological capital and engagement of hotel employees from the perspective of different levels.Based on the broaden-and-build theory of positive emotions and the equality matching model,we explored how employees’psychological capital and leader-member exchange affected their work engagement at the individual and group levels.Paired questionnaire surveys were conducted among 226 employees from 48 work teams in 10 high-star hotels in Guangzhou,Zhuhai,Zhanjiang,and Shantou.Structural equation modeling a

关 键 词：心理资本 领导成员交换 敬业度 酒店员工 跨层次 

分 类 号：F59[经济管理—旅游管理]