节点文献
职场欺负行为对酒店一线员工工作主动性的影响研究
Research on the Influence of Workplace Bullying on the Work Initiative of Front-line Employees in Hotels
【作者】 刘亮;
【导师】 蒋海萍;
【作者基本信息】 安徽大学 , 旅游管理, 2019, 硕士
【摘要】 近年来,欺负行为在工作场所中变得越来越普遍。职场欺负行为是一种典型的负性行为,已经变成现如今必须重点关注的社会问题。随着经济的发展,服务业的主导地位越来越显著,然而服务型行业员工普遍具有流动性高、工作强度大、行业进入门槛低等特点。酒店作为典型的旅游与服务接待企业,其一线员工同样具有这些特点。酒店行业严密的等级关系以及员工流动性高、工作强度大、行业进入门槛低等原因使得酒店一线员工在工作中更容易遭受到欺负行为。酒店日常运营与管理离不开大量的一线员工,酒店一线员工的工作状态对企业发展至关重要,因此探究职场欺负行为对酒店一线员工工作主动性的影响机制具有研究意义。鉴于此,本研究选择酒店一线员工作为研究对象,基于“感知—情绪—行为”这一范式,引入工作焦虑这一中介变量探讨职场欺负行为如何通过工作焦虑影响工作主动性,以及员工-组织交换关系在工作焦虑中介路径上的调节效应。以期为酒店提高员工工作积极性和服务品质的实践管理过程提供理论基础。文章主体内容为:首先对相关文献进行整理归纳,提出研究问题,并对现有职场欺负行为、工作焦虑、工作主动性以及员工-组织交换关系的研究进行综述,为后续实证分析奠定理论基础;然后进行实证研究,通过SPSS、AMOS等软件对获取的数据进行分析,假设验证包括职场欺负行为对工作主动性影响的主效应验证、工作焦虑在职场欺负行为和工作主动性之间的中介效应验证以及员工-组织交换关系在工作焦虑对职场欺负行为和工作主动性之间的中介作用路径上的调节效应验证;最后通过数据处理的结果得出本文研究结论,并对整个研究过程进行归纳和总结。本文的研究目的为:(1)针对酒店一线员工这一特定对象,探究不同人口统计学特征是否对职场欺负行为、工作主动性、工作焦虑、员工-组织交换关系造成不同的影响;(2)究职场欺负行为对员工工作主动性的作用路径,引入工作焦虑和员工-组织交换关系,探究工作焦虑的中介作用及员工-组织交换关系的调节作用;(3)根据职场欺负行为对工作主动性作用机制的探究结果提出相关管理建议。本文的研究结论如下:(1)除性别外,酒店一线员工的职场欺负行为感知、工作焦虑、工作主动性和员工-组织交换关系感知在婚姻、年龄、工作年限等方面有一定的差异。其中,已婚人群在工作焦虑和社会交换关系上的感知要比未婚人群大,未婚人群对职场欺负行为的感知要比已婚的大,未婚人群的工作主动性要比已婚的大。年龄在50岁以上的员工其经济交换关系感知程度要小于其他年龄段。与工作了 1-5年的员工相比,工作年限低于一年的新员工对职场欺负行为的感知更明显;与工作了15年以上的员工相比,工作年限低于一年的新员工表现出的主动性要更高。月收入在2001-3000元之间的员工其遭受职场欺负行为程度要大于其他收入段,且比其他收入段的员工有更高的工作焦虑感。从工作主动性来看,收入在2000元以下的员工比收入在4000元以上的要更大。受教育水平方面,学历为本科的员工其工作焦虑程度要大于其他学历。从工作主动性来看,高中及中专以下学历的员工比大专以上的员工表现出更高的工作主动性。(2)酒店一线员工的职场欺负行为感知与工作主动性存在显著负相关关系。(3)酒店一线员工的工作焦虑在职场欺负行为和工作主动性之间起完全中介作用。(4)员工-组织交换关系调节了工作焦虑的中介作用路径。
【Abstract】 Bullying has become more common in the workplace in recent years.Workplace bullying is a typical negative behavior that has become a social issue that must be focused on today.With the development of the economy,the dominant position of the service industry has become more and more significant.However,the service industry employees generally have the characteristics of high liquidity,high work intensity,and low entry barriers.As a typical tourist and service reception company,the hotel also has these characteristics.The strict hierarchical relationship of the hotel industry as well as the high mobility of employees,the intensity of work,and the low barriers to entry in the industry,make the frontline employees of the hotel more vulnerable to bullying at work.The daily operation and management of the hotel is inseparable from a large number of front-line employees.The work status of the front-line staff of the hotel is of vital importance to the development of the company.Therefore,it is of great significance to explore the influence mechanism of workplace bullying on the initiative of the frontline staff of the hotel.In view of this,this study selects the frontline staff of the hotel as the research object,based on the paradigm of "perception-emotion-behavior",introduces the intermediary variable of work anxiety to explore how workplace bullying can affect work initiative through work anxiety,and employee-organization exchange.The regulatory effect of relationships on the path of work anxiety mediation.In order to provide a theoretical basis for the hotel’s practice management process to improve employees’ work enthusiasm and service quality.The main content of the article is as follows:Firstly,the related literatures are summarized and summarized,and the research questions are put forward.The existing workplace bullying behavior,work anxiety,employee-organization exchange relationship and work initiative are reviewed,which lays a theoretical foundation for subsequent empirical analysis.Then carry out empirical research and analyze the acquired data through software such as SPSS and AMOS.Hypothesis verification includes the main effect verification of the influence of workplace bullying on work initiative,the mediating effect of work anxiety on workplace bullying behavior and work initiative.And the adjustment effect of employee-organization exchange relationship on the path of mediating between work anxiety and workplace bullying behavior and work initiative;finally,the conclusions of this paper are drawn through the results of data processing,and the whole research process is concluded and summarized.The purpose of this paper is to:(1)to explore whether different demographic characteristics have different effects on workplace bullying behavior,work initiative,work anxiety,and employee-organizational exchange relationship for the specific target of hotel frontline employees;Investigate the role of workplace bullying behavior on employee work initiative,introduce work anxiety and employee-organization exchange relationship,explore the mediating role of work anxiety and the adjustment role of employee-organization exchange relationship;(3)work initiative based on workplace bullying behavior The results of the investigation of the mechanism of action propose relevant management recommendations.The conclusions of this paper are as follows:(1)in addition to gender,there are some differences in the perception of workplace bullying behavior,work anxiety,work initiative and employee-organization exchange relationship among hotel front-line employees in aspects of marriage,age and working years.Among them,married people’s perception of work anxiety and social exchange relationship is greater than that of unmarried people,unmarried people’s perception of workplace bullying is greater than that of married people,unmarried people’s work initiative is greater than that of married people.Employees over the age of 50 are less likely to perceive their economic exchange relationship than those of other age groups.Compared with employees who have worked for 1-5 years,new employees who have worked for less than one year are more likely to perceive bullying.New employees who worked less than a year showed higher levels of initiative than those who had worked more than 15 years.Employees with a monthly income of 2001-3000 yuan are more likely to suffer from workplace bullying than those in other income groups,and have a higher sense of job anxiety than those in other income groups.In terms of work initiative,employees who earn less than 2,000 yuan are larger than those who earn more than 4,000 yuan.In terms of education level,employees with a bachelor’s degree are more anxious about their work than those with other degrees.In terms of work initiative,employees with a high school or technical secondary school degree or less show higher work initiative than those with a college degree or higher.(2)there is a significant negative correlation between the perception of bullying behavior and work initiative of hotel front-line employees.(3)the work anxiety of hotel front-line employees plays a complete intermediary role between bullying behavior and work initiative.(4)employee-organization exchange relationship regulates the mediating pathway of job anxiety.
【Key words】 Frontline staff of the hotel; workplace bullying; work initiative; work anxiety; employee-organization exchange relationship;