基于亲情化管理的酒店员工稳定机制研究——以广州市从化区碧水湾温泉度假村为例  

Staff Retention Mechanism Based on Kinship Management:A Case Study of the Bishuiwan Hot Spring Resort in Conghua,Guangzhou

作　　者：冯郑凭 吴娜妹 郑仕杰[2] FENG Zhengping;WU Namei;ZHENG Shijie(School of Management,South China Business College of Guangdong Foreign Studies University,Guangzhou 510545,China;School of Economics and Management,Dongguan Polytechnic,Dongguan 523808,China)

机构地区：[1]广东外语外贸大学南国商学院管理学院,广东广州510545 [2]东莞职业技术学院经济与管理学院,广东东莞523808

出　　处：《旅游导刊》2023年第3期58-77,共20页Tourism and Hospitality Prospects

基　　金：广东外语外贸大学南国商学院重点科研项目“基于亲情化服务与管理的酒店企业文化研究”(项目编号:20-006A)资助。

摘　　要：中国酒店业在引入西方先进管理方式方面积累了许多宝贵经验,但由于过于强调单一的工具性的经济交换关系的作用,具有中国传统文化特色的亲情化管理并未得到较多关注。本文借助类亲情交换关系理论,基于亲情化管理的视角,以碧水湾温泉度假村为例,通过深度访谈以及文本分析的方法,分析了亲情化管理对酒店员工稳定机制的影响。研究结论有:(1)亲情化管理是一种基于类亲情交换关系和人性化制度的管理模式;(2)亲情化管理通过情感管理作用于感情承诺,促进组织承诺,对员工稳定机制的形成产生影响;(3)类亲情交换关系促进企业社会伦理和慈善责任的承担;(4)亲情化管理对员工感情承诺的影响具有多元性、多层性、交互性,超越工具性的经济交换关系,亲情化管理可以提升员工对酒店的情感因素,对稳定员工队伍和酒店可持续发展具有一定的启示意义。China’s hotel industry has accumulated valuable experience by introducing advanced management methods from Western countries.However,owing to the overemphasis on the single instrumental role of the economic exchange relationship,kinship management in traditional Chinese culture has received insuffi cient attention.Based on the theory of kinship-like exchange relationships and the perspective of kinship management,this study considers the Blue Water Bay Resort as a case study and analyzes the impact of KM on the stability mechanism of hotel staff through indepth interviews and text analysis.The conclusions of this study are as follows:(1)KM is a management model featuring a kinship-like exchange relationship and humanized system.Idiosyncratic organizational culture plays an important role in promoting the construction of KM;(2)KM acts on emotional commitment through emotional management,promoting organizational commitment and influencing the formation of staff stability mechanisms;(3)the kinship-like exchange relationship enhances the undertaking of corporate social ethics and responsibilities;and(4)the infl uence of KM on the emotional commitment of staff members can be diversified,multilayered,and interactive.By surpassing the instrumentality of the economic exchange relationship,KM can improve the emotional factors of the staff towards the hotel and shed light on the stability of hotel staff and the sustainable development of the hotel.

关 键 词：酒店 组织文化 类亲情交换关系 亲情化管理 感情承诺 员工稳定机制 

分 类 号：F59[经济管理—旅游管理]