期望失验视角的实习满意度比较研究——基于酒店、高校、学生的访谈

A Comparative Study on Internship Satisfaction from the Perspective of Expectation Disconfirmation——Based on Interviews with Hotels, Universities and Graduates

面对酒店行业用工短缺与酒店管理专业毕业生行业退出的困境,文章探讨酒店实习对毕业生择业意愿的影响。以期望失验理论为基础,通过对酒店经理、实习指导老师和实习生的深度访谈,对比三者的实习期望、实习感知与实习满意度及其差异。结果表明,酒店经理实习期望高,实习感知质量也高;实习指导老师实习期望低,实习感知质量也低;而实习生实习期望与实习感知的巨大落差是实习不满意的根源。论文提出酒店对实习期望重新定位,高校加强对实习的组织管理,实习生端正自己的实习态度等建议。

In the face of the plight of employment shortage in hospitality industry and hospitality management graduates’leaving the hospitality industry,this paper discusses the influence of hospitality internship on graduates'career intention.Based on the Expectancy-Disconfirmation Theory,through in-depth interviews to the hotel managers,practice guidance teachers and interns,comparing their internship expectations,internship perceptions and internship satisfactions and their differences,the results show that hospitality managers have high expectations and their perceived internship quality is high also,practice guidance teachers have low expectations and their perceived internship quality is low as well,and a huge gap between the interns’internship expectation and perception and thus results in interns’internship unsatisfaction.In addition,the dislocation of the three internship expectations is also the root cause of internship ineffectiveness.This paper puts forward such suggestions that hospitalities should reorient their internship expectation,universities should strengthen the practice’s organizing and managing,interns should correct their practice manner and so on.