酒店员工消极情绪的产生与管理对策

The Source and Management Measure of Hotel Staffs' Negative Emotions

员工是酒店价值创造的主体,是提供优质服务的基础。由于酒店业的工作时间长、休息时间短、薪资报酬低等各方面的原因,容易使员工产生消极情绪。员工的消极情绪不仅会对身心健康造成危害,还可能降低酒店的整体服务质量,对酒店的组织绩效造成负面影响。通过问卷调查法分析酒店员工消极情绪的来源,以及消极情绪产生之后的行为反应。研究发现,酒店员工常见的消极情绪有12种,分别为压抑、否认、冷漠、白日梦、预备性消极补偿、反向、即时性消极补偿、直接攻击、固执、迁怒、倒退、逆反;酒店员工消极情绪来源包括组织因素、家庭因素、工作因素和个人因素等;酒店员工不同的消极情绪与不同的消极情绪来源相关,且相关程度存在差异;人口统计变量对酒店员工的消极情绪有一定的影响,但影响并不显著。

Staffs are the main creator of hotel value, they provide quality services. However, due to the long working hours, low salary reward and some other reasons in hospitality industry, staffs may easily have negative emotions. Negative emotions will not only cause harm to physical and mental health of employees, but also reduce the overall quality of service in the hotel, as a result, it may cause adverse effects of organizational performance. We study the source of hotel staff negative emotions and the behaviors after negative emotions through questionnaire investigation. The study found that the hotel staff have 12 kinds of common negative sentiment, they are suppress, deny, indifference, respectively, daydream- ing, preliminary negative compensation, reverse, real-time compensation, direct negative attack, stubborn, angry, backward, reverse; The source of negative emotions including organizational factors, family factors, job factors and personal factors~ Different negative emotions associated with different sources of negative emotions, and the degree of correlation is different Demographic variables makes a difference in the negative emotions of hotel staff , hut the difference is not significant.