摘 要
随着新经济时代的到来，单靠知识员工的职务内行为己经不能完全满足酒店
业长期发展的需要。在“业绩是行为”的研究平台上，“周边绩效”管理成为理论
界和企业界研究的热点问题
怎样建立科学、合理的周边绩效管理体系如何才能更加有效地进行周边绩效
考核？本文在回顾周边绩效理论研究及对周边绩效管理进行全面系统分析的基础
上，从绩效考核的理论和方法入手，探讨了周边绩效的特点、重要性及其理论缺
口，系统地、全面地分析影响考核的因素，并结合目前周边绩效考核中实际存在
的问题进行深入的分析，重点对酒店知识员工周边绩效的含义、特点、作用、酒
店知识员工周边绩效管理的现状及问题、酒店知识员工提供周边绩效的原始动机
等内容进行了理论探讨，并剖析了问题存在的原因在于服务意识不强、缺乏科学
的周边绩效考核体系及管理缺乏规范，其中缺乏科学的周边绩效考核体系是造成
目前酒店知识员工周边绩效管理存在诸多问题的最主要原因。本文按照确定考核
指标体系、权重体系及考核方法的科学依据等步骤，设计酒店知识员工周边绩效
考核指标体系，为提高考核精度，对指标进行说明，并对各项指标的具体含义进
行界定，从而避免了实际评价时概念模糊，不易判断准确的缺点。这在一定程度
上拓宽了酒店知识员工周边绩效的研究视角，充实了酒店知识员工周边绩效管理
实践的理论基础
最后，在理论与现状分析的基础上，文章以 WS 酒店为例，设计了酒店知识
员工周边绩效考核体系，探讨了酒店知识员工周边绩效考核的目的、原则、方法、
主体、程序、考核指标与标准，运用层次分析法确定了考核指标的权重，并建立
了 WS 酒店知识员工周边绩效模糊层次综合评判模型
关键词：酒店知识员工，周边绩效，任务绩效，模糊综合分析模型，绩效整合II
Abstract
With the approach of a new economic era, only depend on Knowledge Worker's
“in-job performance” can't satisfy the long-term development of companies. So on the
plate of “Performance is behavior”, this thesis of the contextual performance
management of Knowledge Worker has become a hot research issue.
How to set up science and rational contextual performance appraisal system and
more effectively appraisal This text take the contextual performance of Knowledge
Worker in hotel as the research object, study the meaning, characteristics, function, the
original motive of Knowledge Worker’s contextual performance management, Through
analyzed the problems of Hotel Knowledge Worker’s contextual performance
management in our country，we found there are two mistake tendency, excessively
exaggerative or neglect the Knowledge Worker’s contextual performance, and
Knowledge Worker’s Contextual performance assessment lack science system and the
norm management. On the basis of this thesis reviewed the history of contextual
performance researches and a thorough and systemic analysis to contextual performance
management, the basic notion and the importance of contextual Performance are
explained, and the theory limitation are put forward, this paper researches the factors of
the contextual performance appraisal and analyzes questions more thoroughly from
theoretic method. Combining present contextual performance the actual existing
problem, appraisal quota system，proportion system and the methods of evaluation and
operation are all according as the scientific results. In order to improve evaluation's
precision, the article makes concrete explanation of every index and gives the respective
index meaning according to the evaluation rating standard. These works can avoid the
deviation caused by the concept fuzziness. Many practical projects are also provided
which makes the evaluation method much more operable in management practice.
Through the connection analysis between the problems, a most reason is lack science
Hotel Knowledge Worker assessment system ， The research fulfill the theories
foundation of Hotel Knowledge Worker’s contextual performance management.
At the end, this thesis, which take the WS Hotel as a good example, analyses the
contextual performance appraisal system. the author designs the system of Hotel
Knowledge Worker’s contextual performance assessment, Inquired the purpose,III
principle, method, corpus, procedure，the factors, standard of Knowledge Worker’s
contextual performance, use analytic hierarchy process(AHP) method to ascertain
assigned weights of the factors, and establish the fuzzy assessment model(FAM)，then
give an example to show the applicable method of the model.
Keywords: Hotel Knowledge Worker, Contextual Performance, Task Performance,
Fuzzy Comprehensive Assessment Model，Performance integrationIV
目录
摘 要 ...I
Abstract . II
第一章 绪论.1
1.1 问题的提出 .. 1
1.2 本文研究的内容 ...... 2
1.3 本文的研究方法及创新点.. 2
第二章 周边绩效理论回顾.4
2.1 周边绩效的理论背景 ... 4
2.2 周边绩效的涵义 ...... 5
2.3 周边绩效理论回顾 .. 7
2.4 周边绩效的重要性 .. 9
2.5 周边绩效的特点 .... 10
2.6 周边绩效研究的进展和趋势. 12
第三章 酒店知识员工周边绩效管理理论与问题分析...13
3.1 酒店知识员工的研究 . 13
3.2 我国酒店知识员工周边绩效管理现状分析. 15
3.3 酒店知识员工提供周边绩效行为的原始动机分析. 17
3.4 酒店知识员工提供周边绩效行为的影响因素.... 18
3.5 酒店知识员工周边绩效的管理主体. 19
3.6 酒店知识员工周边绩效管理中存在的问题. 20
3.7 原因分析 .... 23
第四章 酒店知识员工周边绩效考核体系研究...26V
4.1 酒店知识员工周边绩效考核体系设计的原则.... 26
4.2 酒店知识员工周边绩效考核的方法与考核主体 28
4.3 我国酒店知识员工周边绩效考核表设计分析.... 29
4.4 酒店知识员工周边绩效评价流程 33
4.5 酒店知识员工周边绩效考核综合评价模型. 35
4.6 酒店知识员工周边绩效考评频率设计.... 36
4.7 酒店知识员工周边绩效考评申诉流程设计. 37
4.8 酒店知识员工周边绩效考评结果的确认 39
4.9 酒店知知识员工周边绩效考评结果的合理运用 40
第五章 WS 酒店知识员工周边绩效考核案例分析.42
5.1 WS 酒店介绍 .. 42
5.2 WS 酒店知识员工周边绩效考核量表设计具体步骤..... 44
5.3 WS 酒店知识员工周边绩效考核结果的取得..... 51
5.4 WS 酒店知识员工周边绩效综合评价分析.. 53
第六章 结论与展望....56
致谢 58
参考文献.....591