烙印效应:酒店如何通过师徒制发展组织操作常规

Imprinting Effect:How to Develop Hotel Operation Routine through Mentoring System

本研究援引烙印效应理论,以全国服务标杆企业碧水湾为研究对象,构建师徒制影响组织操作常规的理论框架,着重探讨酒店如何利用师徒制影响组织操作常规的作用机理。研究发现:(1)酒店师徒制影响组织操作常规的过程也是烙印效应发挥的过程。(2)酒店通过师徒制发展组织操作常规,有赖于认知烙印、适应化烙印和发展能力烙印的作用。(3)酒店以师徒制为依托形成烙印效应,不仅贯穿于酒店员工成长路径的各个阶段,而且渗透于酒店的个体与组织层次,既有利于塑造员工行为观念、促进自我效能和职业胜任力的形成,也益于推动酒店建构企业文化和承担社会责任。本研究从服务性组织的管理情境入手,创新性地将烙印效应应用于服务性组织,丰富了师徒制影响研究,为探讨服务企业管理提供了新的见解。

At present,some hotels suffer from poor health,lack of integrity and insufficient service capacity,resulting in customer loss and threat of sustainable development.However,there are also some hotels that use the mentoring system to inherit the spirit of craftsmen and develop the operation routine,which has been praised by customers and the industry for many years and has become a benchmark enterprise in the hotel industry.But the existing researches have paid insufficient attention to the issue concerning with how to develop the operating routine through the hotel mentoring system and it is difficult to reveal its internal mechanism.In view of this,the paper quoted imprinting effect theory and concept of the hotel enterprise spirit inheritance to analyze mentoring system develop hotel operation routine of conventional theoretical framework by means of single case study with regard to the hotel named Bi Shui Wan which is very famous for good service and excellent operation routine.This study emphatically discussed:how to develop hotel operation routine through mentoring system so as to realize the craftsman spiritual inheritance mechanism.It is found that the career development,social psychological support and role modeling of mentoring system are the guarantee mechanism for the development of hotel operating routine.The mentoring system can shape employees’behavior and promote hotel in constructing corporate culture and bear social responsibility through cognitive imprinting mechanism,adaptation imprinting mechanism and developing ability imprinting mechanism.The mutual influence of the incentive and restraint of artisan spirit is the key to develop the hotel operation routine.The re sults will enable a better understanding of the effects of hotel mentoring programs and indicate directions for improving their operation routine.This study introduces the imprinting effect theory into the hotel management situation,which enriches the research on the influence of mentoring system and provides new insights into the hotel operation and management.