酒店员工满意度实证研究.pdfVIP

酒店员工满意度实证研究 摘 要 酒店员工服务质量的好坏是关系到酒店经营成败的生命线，而员工满意度是 保障酒店服务质量的重要指标。因此，加强对酒店员工满意度的研究具有重要的 理论意义和实践意义。 本文对相关员工满意度理论进行了综述；分析了员工满意度对酒店的影响； 结合酒店产品的特点，采用五点量表法，通过问卷形式对酒店员工进行了满意度 调查；根据调查结果，重点分析了影响酒店员工满意度的因素；并针对这些影响 因素，提出了提高酒店业员工满意度的对策与建议。 关键词：酒店、员工满意度 III 酒店员工满意度实证研究 ABSTRACT The hotel staff grade of services quality is relates the hotel to manage successs or failures lifeline, but the staff degree of satisfaction is safeguards the hotel grade of service the important target. Therefore, strengthens to the hotel staff degree of satisfaction research has the important theory significance and the practice significance. This article to was related the staff degree of satisfaction theory to carry on the summary; Has analyzed the staff degree of satisfaction to the hotel the influence; Unifies the hotel product the characteristic, uses Likert Five point method, has carried on the degree of satisfaction investigation through the questionnaire form to the hotel staff; According to the survey result, the selective analysis has affected the hotel staff degree of satisfaction the factor; And aims at these influencing factor, proposed enhances the hotel industry staff degree of satisfaction the countermeasure and the suggestion. Keywords: Hotel，Staff degree of satisfaction IV 酒店员工满意度实证研究 目 录 前 言………………………………………………………………………………1 一、 员工满意度的界定与相关理论…………………………………………….2 （一）员工满意度的界定…………………………………………………..2 （二）员工满意度的相关理论……………………………………………...2 二、 员工满意度对酒店的影响………………………………………………….5 （一）对酒店产品的影响…………………