酒店主客互动对员工服务创新绩效的影响研究

Research on the impact of hotel host-guest interaction on staff service innovation performance

结合服务剧场和社会交换理论,遵循“互动-创新-结果”的研究路径,以一线员工创新行为作为中介变量构建主客互动与服务创新绩效的研究模型,使用SPSS软件分析有效问卷数据,以期解决酒店业服务创新绩效放缓的问题。研究结果表明:首先,主客互动的互动质量和互动频率均对服务创新绩效有显著促进作用,按降序依次为互动质量、互动频率;其次,主客互动既能直接影响服务创新绩效,又能通过一线员工创新行为间接影响服务创新绩效。因而,在以后的发展中,酒店业应充分关注到主客互动式管理,重视一线员工与顾客的有效互动,多角度考虑以提高酒店服务创新绩效。

Combining the theory of service theater and social exchange,following the research path of “interaction-innovation-results”,constructing a research model of subject-guest interaction and service innovation performance with front-line employee innovation behavior as an intermediary variable,and using SPSS software to analyze valid questionnaire data in order to solve the slow-down of hotel industry service innovation performance.The research results show that:firstly,the interaction quality and frequency of host-guest interaction have a significant role in promoting service innovation performance,followed by interaction quality and interaction frequency in descending order;secondly,host-guest interaction can directly affect service innovation performance and indirectly affect service innovation performance through the innovation behavior of front-line employees.Therefore,in the future development,the hotel industry should pay full attention to the host-guest interactive management,attach importance to the effective interaction between front-line employees and custom-ers,and consider from multiple perspectives to achieve the improvement of hotel service innovation performance.