酒店业员工刻板印象的形成机制研究——感知顾客尊重和职业自豪感的中介作用

Hotel Employee Meta-stereotype and Self-stereotype:Based on the Mediating Role of Perceived Customer Respect and Occupational Pride

群体刻板印象是影响酒店业员工职业选择的重要因素。基于群体价值理论和社会认同理论,本文以酒店业员工的"德""才"刻板印象为考察对象,构建了以感知顾客尊重和职业自豪感为连续中介的酒店业员工群体元刻板印象对自我刻板印象的影响过程模型,并以我国高星级酒店员工为主要研究对象进行实证检验。研究发现:酒店业员工对自己所属职业群体的元刻板印象和自我刻板印象都表现出积极倾向,且自我刻板印象对职业操守(德)的评分显著高于职业能力(才)的评分,但在元刻板印象中这一差异并不显著;从元刻板印象与自我刻板印象的比较来看,职业能力(才)评分不存在显著差异,但职业操守(德)层面的元知觉显著低于自我知觉;感知顾客尊重与职业自豪感在酒店业员工元刻板印象与自我刻板印象之间具有链式多重中介作用。本研究认为,元刻板印象经群体价值评估对自我刻板印象的影响过程经历了从内化到外化再到内化的同化心理过程机制,感知顾客尊重和职业自豪感是同化过程的重要催化因素,也是员工对职业操守的自我知觉高于元知觉的重要引导因素。

Group stereotype is a vital factor influencing the career choice of hotel employees.However,from the perspective of self-cognition,studies focusing on the group stereotype of hotel employees and its formation mechanism are limited.Researches on stereotype in the field of social psychology suggested that group meta-stereotype has great effect on people s group self-stereotypes,but there is a lack of systematic theoretical explanation and empirical test on the process mechanism between them,meanwhile there is also a lack of relevant researches taking hotel employees as samples.Previous studies have indicated that meta-stereotype not only influence people's feelings about themselves,but also influence their feelings of interacting with outgroup:perceived pride and respect.The group value model proposes that two dimensions of group membership-pride and respect-shaping people's self-esteem and behavior in groups.People are concerned with the status of the groups to which they belong(pride)and with their status within those groups(respect).In addition,morality(or warmth)and competence are two fundamental dimensions of stereotypes that people often use to evaluate other individuals or groups.According to the Dual Perspective Model of morality(or warmth)and competence,in terms of self-cognition,competence is more prominent and important than morality(or warmth).Researches on the relationship between the basic dimensions of stereotype and group status indicated that group status positively predicts the competence stereotype but not morality(or warmth)stereotype.Based on the Social Identity Theory and Group Value model,this study constructed a process model,which is about the influence of group meta-stereotype on hotel employees'self-stereotype,and regarded perceived customer respect and occupational pride as continuous mediating variables.The study used data from 482 employees of 16(four-and five-star)hotels in several Chinese cities.The relationship between variables was tested by hierarchical regression analysis using SPSS PROCESS macro program(version 2.16).And this study tested the hotel employees'perceived differences on the two basic dimensions of ingroup stereotype The empirical findings show that(1)as expected,that there is a difference between employees perceived competence stereotype and moral stereotype.In detail,from the perspective of self-stereotype,the score of morality is significantly higher than the competence score,but from the perspective of meta-stereotype,the difference between them is not significant.(2)and from the comparison of meta-stereotype and self-stereotype,there is no significant difference in the score of competence,but the score of moral meta-perception is significantly lower than that of moral self-perception.(3)the current findings confirmed that employees'meta-stereotype of ingroup morality and competence has an obvious positive impact on their perceived customer respect and professional pride,which in turn improved employees'self-evaluation of ingroup morality and competence stereotype.(4)In addition,perceived customer respect and professional pride play multiple mediating roles between the meta-stereotype of hotel employees and their self-stereotype of morality and competence.This study has the following theoretical contributions.Firstly,this research expands the research and application of stereotype in hotel human resource management.The results have significant theoretical and practical implications for hotel employees'image management.Secondly,this study regards perceived customer respect and professional pride as the mediating variables for the influence of meta-stereotypes on hotel employees'self-stereotype,providing a new theoretical perspective to explain the influence of meta-stereotype on self-stereotype.Thirdly,this study explains that the process of the influence of meta-stereotype on self-stereotype has undergone a psychological assimilation process which is from internalization to externalization and then to internalization.At last,research findings show that perceived customer respect and occupational pride can positively predict moral self-stereotype and competence self-stereotype,while perceived customer respect can only positively predict moral stereotype and cannot positively predict competence stereotype.Which shows that occupational task-related settings are important boundary factors in judging the relationship between group status and group stereotype.Finally,the limitations,practical implications and future research directions are also clarified.