暨南大学硕士学位论文
团队集体工作满意感的前置因素和影响效果的多层次结构研究
——以高星级酒店为例
A Multi-level Structure Research on The Antecedent Factor and Impact
Effect of Group Task Satisfaction：A Case From Hotel Industry
作者姓名：杜明
指导教师姓名
及学位、职称：温碧燕博士教授
学科、专业名称：旅游市场营销
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摘要
本研究以酒店工作团队为研究对象，以职能部门为基础将员工按照工作环境和任务划
分为不同的工作团队，从团队层次探讨团队集体工作满意感的构成、影响因素及其对员工
个人工作态度和行为的影响。笔者采用定量与定性相结合的方法，首先通过查阅文献和与
酒店从业人员进行多次访谈，确定研究内容和方向，然后在广州和深圳4家高星级酒店对
员工进行问卷调查，运用结构方程模型检验计量模型的可靠性和有效性，运用多层次线性
模型检验团队集体工作满意感的跨层次影响作用。
研究结表明，团队凝聚力和团队工作特征对团队集体工作满意感有显著的正向影响；
团队集体工作满意感跨层次影响员工个人工作满意感；员工个人工作满意感完全中介团队
集体工作满意感对离职意向的负向影响，同时完全中介团队集体工作满意感对工作绩效的
正向影响；团队凝聚力跨层次调节个人工作满意感与离职意向和工作绩效的关系。
根据数据分析结果，笔者就酒店行业从团队角度入手增强员工工作满意感，减少员工
流动，提高工作绩效进行了分析和讨论，提出了具体的管理建议。
关键字：团队集体工作满意感，团队凝聚力，团队工作特征，个人工作满意感，离职意向，
工作绩效
I
Abstract
In this study,the author take hotel teams as the research object based on functional departments
in which employees shared same working environment and tasks.Teams have been divided into
two different categories,the frontline service groups and the back office groups.Empirical
research has been done on the collective job satisfaction in group-level,which is named Group
task satisfaction.The author has applied both qualitative and quantitative research methodologies
in this study.Through literature review and interviews with hotel employees,the author
determine the content and direction of this research.4first-class hotels located in Guangzhou and
Shenzhen have been chosen for sampling and questionnaire survey and 35hotel teams data was
collected.The author uses SPSS,LISREL and HLM programs to test the relationship between
group task satisfaction and other variables both in group-level and individual-level.
The research findings show that,employee individual job satisfaction mediates the
relationship between group task satisfaction and employee turnover intention and job
performance.Relationship between group task satisfaction and group cohesion and group job
characteristics has been tested positively.The author also finds out the cross-level effects of
group task satisfaction on employee job satisfaction and turnover intension.Group cohesion
moderates the relationship between individual job satisfaction and turnover intension.
According to the results of data analysis and interviews with hotel staff,the author gives
some advices about improving human resource management practices in hotel industry and in
different hotel teams,and the ways to enhance group task satisfaction.
Key Words:group task satisfaction,group cohesion,group task satisfaction,employ
satisfaction,turnover intension，job performance
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目录
摘要.......................................................................................................................................................................I
Abstract ................................................................................................................................................................II
目录....................................................................................................................................................................III
1.绪论.................................................................................................................................................................1
1.1研究背景................................................................................................................................................1
1.2研究意义................................................................................................................................................2
1.3研究方法与过程....................................................................................................................................3
2.文献综述.........................................................................................................................................................5
2.1团队的含义和分类...............................................................................................................................5
2.2团队集体工作满意感...........................................................................................................................7
2.3团队凝聚力..........................................................................................................................................11
2.4工作特征理论与团队工作特征.........................................................................................................14
2.5工作满意感、离职意向和工作绩效.................................................................................................16
3.理论基础：团队-成员交换理论..................................................................................................................19
3.1团队-成员交换理论的含义................................................................................................................19
3.2团队-成员交换理论的相关研究........................................................................................................19
4.假设与立论依据...........................................................................................................................................21
4.1研究框架............................................................................................................................................21
4.2假设与立论依据：............................................................................................................................21
5.调研设计与问卷收集...................................................................................................................................25
5.1操作定义及量表.................................................................................................................................25
5.2问卷设计过程.....................................................................................................................................27
5.3调研过程.............................................................................................................................................27
5.4样本概况.............................................................................................................................................28
6.数据分析与结果讨论...................................................................................................................................29
6.1可靠性与有效性检验.........................................................................................................................29
6.2方差分析.............................................................................................................................................33
6.3假设检验.............................................................................................................................................36
7.结论与贡献...................................................................................................................................................41
7.1主要结论.............................................................................................................................................41
7.2理论贡献.............................................................................................................................................42
7.3管理建议.............................................................................................................................................42
7.4创新点.................................................................................................................................................45
7.5局限性与今后研究方向.....................................................................................................................46
参考文献............................................................................................................................................................47
致谢....................................................................................................................................................................51
附录调研问卷..................................................................................................................................................52
III