组织自尊 心理契约与员工忠诚度的关系研究——以泰安市部分酒店员工为例-a study on the relationship between organizational self - esteem psychological contract and employee loyalty a case study of some hotel employees in tai an city.docxVIP

聊城大学硕士学位论文 聊城大学硕士学位论文 ii ii 摘 要 近年来酒店行业竞争激烈，酒店员工忠诚度较低，员工离职变得十分频繁，这一 现象已经引起了诸多学者的关注。已有的理论和研究结果显示，组织自尊、心理契约 在稳定员工忠诚度方面有很大的作用。本文以泰安部分星级酒店员工为研究对象，选 取二星或商务酒店 3 家、三星酒店 4 家、四星酒店 2 家、五星酒店 1 家，共 10 家酒 店 260 名员工，采用分组施测的方法进行问卷调查。调查问卷选用目前较为成熟的员 工组织自尊量表、酒店员工心理契约量表和员工忠诚度量表问卷，利用 SPSS17.0 和 AMOS17.0 统计软件对数据进行统计分析。分析发现三者在人口学变量上存在不同程 度的差异；验证了三者之间的关系证明了心理契约在组织自尊与员工忠诚度之间的中 介作用。通过探讨组织自尊、心理契约与员工忠诚度之间的关系，从心理学角度为酒 店内部管理提供依据。 研究结果如下： 1、组织自尊、心理契约与员工忠诚度分别在性别、年龄、教育程度、星级等因 素上有不同程度的差异。 2、组织自尊、心理契约、员工忠诚度三者之间存在显著正相关。 3、组织自尊、心理契约对员工忠诚度有显著的预测作用。 4、组织自尊可以直接影响员工忠诚度，也可以通过心理契约间接影响员工忠诚 度，即心理契约在组织自尊对员工忠诚度的影响中起中介作用。 关键词：组织自尊、心理契约、员工忠诚度、酒店 PAGE PAGE iii ABSTRACT In recent years with the competition in the hotel industry becoming fiercer, the loyalty of hotel staff becomes low and they frequently change their jobs. This phenomenon has caused many scholars’ concern. It is found in existing theories and research that organization based self-esteem and psychological contract plays an important role in stabilizing the employee loyalty. Setting some employees from star hotels in Tai’an as the study object, the paper chooses 260 employees from 10 hotels, including 3 two star or business hotels, 4 three star hotels, 2 four star hotels and 1 five star hotels, and adopts the grouping test approach to complete the questionnaire survey. The questionnaires are consisted of three parts that are currently quite mature: employee organization self-esteem scale, psychological contract scale of hotel staff, and loyalty scale. SPSS17.0 and AMOS17.0 statistical software is utilized for statistical analysis of the data. After analyzing, it is found that the three parts have differences in demographic variables; psychological contract’s mediating effect between organization self-esteem and staff loyalty is verified. By discussing the relationship among organization self-esteem, psychological contract and employee loyalty, we provide basis for hotel internal management from the