工作家庭冲突对饭店女性员工顾客导向影响实证分析被引量：6

An Empirical Study about the Impact of Work-family Conflict on Female Staff's Customer Orientation in Hotels

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摘要工作家庭冲突对员工工作和家庭行为都具有显著的影响。针对高星级饭店女性员工的实证调查表明,家庭对工作的干扰和工作对家庭的干扰都会导致员工出现情绪衰竭和情感疏远的倾向,进而削弱员工的顾客导向。因此,饭店管理者需要从设计弹性管理策略和系统构建家庭支持方案入手,缓和员工工作和家庭之间的冲突,目的在于同时提升员工的工作绩效和主观幸福感。 Work-family conflict has significant impact on both work and family.An empirical survey of female staff in high star-rated hotels indicate that family＇s interference with work and vice versa will lead to staff＇s emotional exhaustion and emotional estrangement and further weaken their service orientation.So hotel managers should design flexible managerial strategies and family support program to ease work-family conflict so as to improve their work performance and sense of happiness.

作者于伟张彦

机构地区山东财政学院工商管理学院

出处《旅游学刊》 CSSCI 北大核心 2010年第6期73-77,共5页 Tourism Tribune

基金山东财政学院博士科研启动资金资助(08BSJJ14)~~

关键词工作干扰家庭家庭干扰工作工作怠倦顾客导向 work interference with family family interference with work job burnout customer orientation

分类号 F719 [经济管理—产业经济]

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参考文献13

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二级参考文献5

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