Abstract
In recent years, along with the vigorous development of the hotels
in China and the people-oriented concept of thorough popular
feeling gradually, the hotel management personnel for the attention of
satisfaction, gradually from the customer satisfaction to staff
satisfaction. Hotel human resources, as the important intangible asset,
is the source of value creation hotel. Hotel employee satisfaction
directly affect the output of the hotel service quality, thus influence to
the customer for the hotels perception of the products, the influence to
the customer degree of satisfaction, then affects the management
profit of the hotel. for employee services, let employee satisfaction
business ideas gradually become hotel management personnels code
of conduct, and they are committed to meeting the needs of
employees to promote external service quality Angle for the hotel to
create profit value.Many factors affect employee satisfaction, this
article through to the style of leadership as a research staff satisfaction
starting point, the style of leadership of the single factor to the influence
of the employee satisfaction thorough research, through both at home
and abroad for leadership style and employee satisfaction research
related theory is applied in hotel management, established hotel
leadership style and employee satisfaction interaction model, and the
empirical research to specific explanation for the employee satisfaction
in the style of leadership of the actual effect.The main research
contents and research conclusions are as follows:First, this research
background and study theory were introduced in this paper, through
the international and domestic hotel development present situation
and the related theory research achievement of hotel, this paper
mainly discusses the necessity of research in this paper. Discussion at
home and abroad and for leadership style, employee satisfaction
research related theory results for follow-up study to lay a theoretical
basis.Next, on the basis of theoretical analysis, the author tries to
established hotel leadership style and employee satisfaction model of
interaction, and introduced an enterprise culture as intermediary
variable, to the paper hotel leadership style in effect in the process of
employee satisfaction actual operation.Again, the author of the
Shanghai six home to high star hotel staff on the actual investigation,
get a good data to analyze the style of leadership of the play and
employees in the hotel for the style of leadership actual perception,
and using the data SPSS18.0 arrangement, through the reliability and
validity analysis, correlation analysis and demography variables
descriptive analysis of to observe the hotel employee satisfaction for
the style of leadership of the actual effect.Finally, in theory and
empirical analysis, and on the basis of the hotel management put
forward from their own point to improve staff satisfaction proposal, the
hope for hotel management and the enterprise culture, to provide
reference for create, and further analyzes the limitations of the
prospect of research and study, the groundwork for follow-up study.
Key words:High star-rated hotel; Leadership styles; Employee
satisfaction; Impact
上海师范大学硕士学位论文目录
第一章绪论1.1研究背景和研究意义...........1
1.1.1研究背景..........1
1.1.2研究意义..........2
1.2研究方法和技术路线...........3
1.2.1研究方法..........3
1.2.2技术路线..........4
第二章理论基础及研究综述
........2.1领导风格相关理论与研究现状.......6
2.1.1领导风格的含义..........6
2.1.2国外对于领导风格的研究......7
2.1.3国内学者对于领导风格的相关研究12
2.2员工满意度研究现状与相关理论.14
2.2.1员工满意度的含义....14
2.2.2员工满意度研究方法15
2.2.3员工满意度激励理论16
2.3服务利润链理论在酒店经营管理中的应用.........18
2.4领导风格对员工满意度的影响研究.........19
2.4.1国外方面........19
2.4.2国内方面........20
2.5酒店领导风格对员工满意度的影响研究.21
2.6研究述评.....21
第三章酒店领导风格对员工满意度影响模式构建
........
23
3.1高星级酒店领导与员工关系的特殊性.....23
3.1.1高星级酒店组织结构的特殊性对二者关系的影响23
3.1.2酒店追求目标的特殊性对二者关系的影响24
3.2酒店领导风格与员工满意度影响因素分析.........24
3.2.1领导风格影响因素....24
3.2.2员工满意度影响因素25
目录上海师范大学硕士学位论文
3.3酒店领导风格与员工满意度的互动模式.27
3.3.1酒店领导风格与员工满意互动模式的建立27
3.3.2酒店领导风格与员工满意度互动模式的解析........28
第四章酒店领导风格对员工满意度影响实证研究
........
34
4.1研究对象与研究假设.........34
4.1.1研究对象........34
4.1.2研究假设........34
4.2调研设计与发放.....34
4.2.1问卷设计思路35
4.2.2问卷发放与回收........35
4.3数据分析.....35
4.3.1调查样本的描述统计35
4.3.2问卷信度与效度分析38
4.3.3描述性统计分析........40
4.3.4相关分析........40
4.3.5人口统计变量的差异性分析42
第五章研究结论与管理建议
52
5.1主要研究结论.........52
5.2对酒店管理的建议.53
5.2.1创造员工认同的酒店愿景并及时传达........53
5.2.2树立优秀的领导风范53
5.2.3加强领导对员工的个性化关心........54
5.2.4完善授权机制54
5.2.5创造良好的组织沟通氛围....55
第六章研究不足与展望
57
6.1本文研究不足之处.57
6.2研究展望.....57
致谢
........
58
参考文献
....
59
上海师范大学硕士学位论文目录
附录
....
61
攻读学位期间的研究成果
64
论文独创性声明
....
65
论文使用授权声明
65
目录上海师范大学硕士学位论文
图目录
图1-1技术路线图...........5
图2-1领导行为四分图...8
图2-2管理方格图...........9
图2-3马斯洛需求层次理论图.16
图2-4旅游企业服务利润链理论模型.19
图3-1酒店领导风格与员工满意度互动模式图.........28
表目录
表4-1样本特征分布表.36
表4-2信度分析表.........39
表4-3效度分析表.........39
表4-4领导风格满意度因子分析结果.39
表4-5各因子的描述性统计分析结果.40
表4-6员工总体满意度与各因子的相关性分析结果.41
表4-7企业文化因子与其他各因子的相关性分析结果.........41
表4-8不同性别员工的单因素ANOVA分析结果......42
表4-9不同性别的员工对于领导风格的满意度均值分析结果.........42
表4-10不同年龄员工的单因素ANOVA分析结果....43
表4-11不同年龄的员工对于领导风格的满意度均值分析结果........43
表4-12不同婚姻状况员工的单因素ANOVA分析结果........44
表4-13不同婚姻状况的员工对于领导风格的满意度均值分析结果...........44
表4-14不同学历员工的单因素ANOVA分析结果....45
表4-15不同学历的员工对于领导风格的满意度均值分析结果.......45
表4-16不同部门员工的单因素ANOVA分析结果....45
表4-17不同部门的员工对于领导风格的满意度均值分析结果.......46
表4-18不同职位员工的单因素ANOVA分析结果....47
表4-19不同职位的员工对于领导风格的满意度均值分析结果.......47
表4-20不同工作年限员工的单因素ANOVA分析结果........48