酒店内部营销对员工服务绩效的影响研究

Research on the Influence of Hotel Internal Marketing on Staff Service Performance

以三亚的酒店员工为例,以3种基本心理需要为中介变量,对三亚的五星级酒店和非五星级酒店的内部营销对服务绩效的影响进行有针对性的深入研究。根据当前使用广泛的相关成熟量表进行改编后形成新的可使用量表进行问卷调查,在三亚的五星级酒店和其他星级酒店进行收集,最后一共调查了358位员工,其中五星级酒店员工有268位,其他星级酒店的员工有90位,对回收回来的数据利用SPSS25和AMOS21进行分析。结果表明:酒店的内部营销、3种基本心理需要和服务绩效三者之间有明显的感知程度,三者皆是正相关;国际酒店和国内酒店三者之间都存在明显的相关性;五星级酒店的自主需要、能力需要、归属需要和各个维度之间呈现正相关关系,而非五星级酒店的自主需要和服务绩效维度之间存在非相关关系。

Taking hotel staff in Sanya as an example,three basic psychological needs are taken as the intermediary variable to conduct a targeted in-depth study on the impact of internal marketing on service performance of five-star hotels and non-five-star hotels in Sanya.According to the widely used relevant maturity scales,a new scale can be formed for questionnaire survey,which was collected in five-star hotels and other star hotels in Sanya.Finally 358 employees in total are investigated,including five-star hotel has 268 employees,other star hotel has 90 employees.The data use of recycled back SPSS25 and AMOS21 were analyzed.The research results show that the internal marketing of the hotel,three basic psychological needs and service performance has obvious degree of awareness,among the three are positive correlation;International hotel and domestic hotel,there are obvious correlations between the three;There is a positive correlation between autonomy needs,ability needs,ownership needs and all dimensions of five-star hotels,while there is a non-correlation between autonomy needs and service performance dimensions of non-five-star hotels.