高星级酒店服务氛围、员工心理资本和职业倦怠关系研究

On the Relationship among Service Climate,Employee's Psychological Capital and Job Burnout in High Star Hotels

通过构建星级酒店服务氛围、员工心理资本和职业倦怠关系理论模型,深入探索星级酒店服务氛围、员工心理资本与职业倦怠之间的关系,运用SPSS19.0软件对问卷调查数据进行相关分析、回归分析。结果显示,酒店服务氛围对员工心理资本有显著正向影响,员工心理资本对职业倦怠有显著负向影响,心理资本在服务氛围和职业倦怠间起到部分中介作用,酒店服务氛围与员工心理资本两者能显著预测员工职业倦怠。因此,星级酒店应积极营造良好的服务氛围,采取各种措施加强员工心理资本开发,减轻基层员工的职业倦怠,改善员工的工作情绪,提高员工工作积极性。

By constructing a theoretical model,this article probes into the relationship among service climate,employee＇s psychological capital and job burnout in high star hotels,and makes the correlation and regression analysis of the surveyed data by using SPSS19. 0 software. The results show that hotel service atmosphere has a significant positive effect on employee＇s psychological capital,the employee＇s psychological capital has a remarkable negative effect on job burnout and plays the partial intermediary role between service climate and job burnout,the hotel service atmosphere and employee＇s psychological capital can both obviously predict the employee＇s job burnout. Therefore,the article comes up with some corresponding measures for high-star hotel management,such as actively creating a good service atmosphere,taking various means to strengthen the development of employee＇s psychological capital,reducing employee＇s job burnout so as to improve the staff＇s work enthusiasm and lower their turnover rate.