国内外饭店业员工工作满意度测量方法与工具述评——基于国内外2000—2012年实证研究的分析

Statement and Review of Job Satisfaction Measuring Method and Instrument in Hotel Industry at Home and Abroad: Based on the Empirical Study in 2000—2012

鉴于饭店业员工工作满意度测量对理论上探讨其前因后果变量和实践中寻找提高员工满意度举措具有重要价值,本文首先对一般性工作满意度的概念和测量进行系统回顾,在此基础上对国内外2000—2012年发表的有关饭店业员工工作满意度定量测量的54篇文献从测量方法、测量工具等角度进行了较为详细的梳理;其次,从测量方法的选择和测量工具问项的设计两个方面对国内外该领域的研究进展进行反思;最后,结合目前该议题的研究局限从开发饭店业专门测量工具、建构量表心理维度、测量量表信度和效度及研究中西量表跨文化适用性问题四大研究方向进行展望,以期为国内外相关研究提供参考和启示。

There has been a rapid growth of empirical research on job satisfaction in the hotel industry since 2000. However, there is little specialized research on how to measure it and few scholars review and rethink measurement methods in existing empirical studies. Considering that job satisfaction measurement in hotel industry has an important value on exploring its antecedent and outcome variables theoretically, and searching for initiatives to improve employee job satisfaction empirically, the study reviewed the concept and measurement of general job satisfaction at first. Currently, job satisfaction is defined from attitude and emotion aspects, and there are two main measuring methods including Single Global Rating and Summated Scale. Then the authors made a relatively detailed analysis and introspection of 30 foreign and 24 domestic quantitative studies about job satisfaction measurement in hotel industry published in 2000~2012 regarding measuring methods, measuring instruments, the question designs of instruments etc. Most domestic scholars tended to adopt the method of Summated Scale and develop the scale independently. Frequency of the two methods used by foreign scholars was almost the same, which means that it is still very controversial when choosing measurement method. Either way is not perfect. Although Summated Scale is facing more and more controversy and issues need to be addressed urgently, more and more scholars begin to use the two methods together in order to measure job satisfaction more accurately and then understand the key dimensions of it. However, this is just a temporary expedient and scholars still need to explore more accurate measurement methods. Finally, the authors made a brief analysis of the limitation of these papers and looked into the four possible development orientations in future: specialized measuring instrument of hotel industry development, psychological dimension construction, reliability and validity measurement, and crosscultural measuring applicability. The study might provide references and enlightenment for relevant studies in the area of job satisfaction measurement in hotel industry.