摘要
商务型酒店作为酒店行业的重要组成部分，主要的服务对象是从事商务活动
的消费者，具有基础设施齐全、服务功能完善、地理位置优越等显著特点，对促
进经济增长、解决就业和方便人们出行等方面具有重要的作用。近年来，商务酒
店取得了蓬勃发展，其重要的经济价值和社会价值已经成为人们的共识，但是随
着世界经济的发展、消费者需求的改变以及竞争环境的剧烈变化，商务酒店行业
的员工流失率居高不下、员工绩效体系结构不完善、员工激励机制不健全等人力
资源管理方面的问题开始显现。如何从人力资源管理角度，科学合理地解决员工
的绩效评价和激励问题，是摆在众多专家学者和酒店管理者面前的一大难题

基于商务型酒店的发展现状，本文的研究目的就是从人力资源管理视角出
发，根据商务型酒店行业的特征，以绩效评价理论和激励理论为基础，构建符合
酒店发展规律的员工绩效评价体系和激励机制。另外，本文以西安欧凯罗酒店为
案例进行实证分析，提出改进商务型酒店员工绩效评价和激励的具体措施和实施
办法，从而进一步完善和丰富人力资源管理的理论体系。研究结果表明，与大部
分商务型酒店一样，欧凯罗酒店同样没有形成一套科学合理的绩效评价体系和完
善的激励机制设计，本文根据欧凯罗酒店的调查分析结果，提出了一套符合酒店
发展现状的绩效评价指标体系和新型激励机制

关键词：商务型酒店；人力资源管理；绩效评价；绩效指标；激励机制III
ABSTRACT
Business hotel, as an important part of the hotel industry, mainly serve guests
who engages in business activities and has the characteristics such as the complete
infrastructure, perfect service functions and excellent geographical location. It plays
an important role in promoting economic growth, solving employment and facilitating
people&39;s travel. In recent years, business hotel has been booming and its important
economic value and social value has become the consensus. However, with the
development of the world economy, changes in consumer demand and dramatic
changes in the competitive environment, business hotel’s human resources
management issues such as high turnover rate of staff, incomplete performance
system structure and poor employee incentive mechanism are began to emerge. How
to solve employee performance evaluation and incentive problem scientifically and
rationally from the perspective of human resource management is a difficult problem
for experts, scholars and hotel managers.
Based on the current situation of business hotel, the purpose of this paper is to
construct the employee performance evaluation system and incentive mechanism from
the perspective of human resources management according to the features of business
hotel, performance evaluation theory and incentive theory. In addition, this paper
takes OKL hotel as an example and puts forward the specific measures and
implementation measures to improve the performance evaluation and incentive
mechanism of business hotel, so as to further perfect and enrich the theoretical system
of human resource management. The results show that, like most business hotels, the
OKL hotel also failed to form a scientific and rational performance evaluation system
and the incentive mechanism design. Based on the investigation and analysis results
of the OKL hotel, this paper presents a set of performance evaluation index system
and new incentive mechanism in line with hotel development status.
KEY WORDS: Business hotel; Human resource management; Performance
evaluation; Performance indicator; Incentive mechanismV
目 录
第 1 章 绪论......1
1.1 研究背景..........1
1.2 国内外文献综述..........2
1.2.1 国外研究现状....2
1.2.2 国内研究现状....4
1.2.3 研究现状评析....6
1.3 研究目的及意义..........7
1.3.1 研究目的7
1.3.2 研究意义7
1.4 研究思路与框架..........8
1.5 研究方法..........9
第 2 章 理论基础........11
2.1 绩效评价理论.11
2.1.1 目标管理理论..11
2.1.2 关键绩效指标法..........12
2.1.3 360 度评估法....12
2.1.4 平衡记分卡法..12
2.2 激励理论........13
2.2.1 内容型激励理论..........13
2.2.2 过程型激励理论..........15
2.2.3 行为改造型激励理论..15
2.3 绩效评价与激励关系16
第 3 章 商务酒店现状分析....19
3.1 商务型酒店内涵........19
3.1.1 商务型酒店概念..........19
3.1.2 商务型酒店特征..........19
3.1.3 商务型酒店分类..........20
3.2 西安欧凯罗商务酒店概况....21
3.2.1 欧凯罗酒店组织结构..21
3.2.2 欧凯罗酒店服务内容..23VI
3.2.3 欧凯罗酒店营业收入..23
第 4 章 欧凯罗商务酒店员工绩效评价研究25
4.1 员工绩效评价现状调查分析25
4.1.1 绩效评价现状..25
4.1.2 绩效评价存在的问题..26
4.2 员工绩效评价改进设计........28
4.2.1 绩效评价改进思路......28
4.2.2 绩效评价改进原则......28
4.2.3 绩效评价改进程序......30
4.2.4 绩效评价指标体系设计..........30
第 5 章 欧凯罗商务酒店员工激励研究........33
5.1 员工激励现状调查分析........33
5.1.1 员工激励现状.......
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