【作者】 李春花；

【导师】 徐哲俊；

【作者基本信息】 延边大学 ， 旅游管理， 2019， 硕士

【副题名】以国际品牌酒店员工为例

【摘要】 “十三五”规划以来,中国决心从旅游大国大踏步旅游强国行列迈进。2019年1月3日至4日,2019年全国文化和旅游厅局长会议在北京召开。会上指出2018年我国旅游消费持续增长,全年国内旅游人数预计达55.4亿人次,预计实现旅游总收入5.99万亿元。快速发展的旅游产业推动了酒店行业的发展。但与酒店业的蓬勃发展相比,我国酒店业的人力资源管理方面的发展仍处于较为落后的状态。职业倦怠被称为21世纪最大的职业危害。而服务工作者往往表现出更高的职业倦怠程度,职业倦怠会导致诸如工作绩效下降,工作不满意,工作相关活动时间转移到非工作活动,组织承诺降低以及旷工和离职意愿增加等不良后果。在优胜劣汰的酒店行业中,尤其是对国际品牌酒店,员工所处的工作环境相对复杂,酒店定下的工作标准复杂严苛,长期在这种环境下,酒店一线服务人员容易产生极大的工作压力,频频出现工作缺乏热情和工作效率不高等问题,形成职业倦怠,并致使酒店员工大量流失,进而导致组织绩效大幅度降低。由此可见,在酒店业中不可回避的问题之一是员工的工作压力与职业倦怠问题。同时有许多学者发现心理授权与职业倦怠的关系密切,心理授权总的来说是增强员工自我效能感的一个过程,对于员工来说是一种正面的激励。国内外关于工作压力与心理授权的研究在数量上甚少。所以,本文以国际品牌酒店员工为研究对象,探索性的研究工作压力、心理授权与职业倦怠三者的关系。在结合前人研究的基础上,根据现实情况设立了研究假设、建立了研究模型。经过问卷发放收集整理,用SPSS21.0和AMOS17.0对数据进行了分析。研究结果表明:第一,大多数国际品牌酒店员工工作压力都在不同程度上感受到工作压力,即有相当大数量的一部分员工处于高压力的状态下;国际品牌酒店员工心理授权程度从总体上来说处于中等水平,但是在个体上心理授权感相差很大;总体来说,国际品牌酒店员工的职业倦怠程度处于一个中等偏高的水平,并且在个体上存在较大的差异性。第二,工作压力负向影响心理授权,即员工的工作压力越大,其心理授权程度就越低。工作压力正向影响情绪耗竭,即员工的工作压力越大,其情绪耗竭的程度也越大。工作压力正向影响人格解体,即员工的工作压力越大,其个性越不鲜明、表现更加冷漠。工作压力正向影响低个人成就感,即员工的工作压力越大,会导致他在工作中的成就感感受越低;心理授权负向影响情绪耗竭,即员工的心理授权程度越大,其情绪耗竭的感受越不明显。心理授权负向影响人格解体,即员工的心理授权程度越高,其人格解体的程度越低。心理授权负向影响低个人成就感,即心理授权程度越高,其个人成就感感受越高。第三,心理授权在工作压力与职业倦怠之间存在中介效应。心理授权在工作压力与情绪耗竭之间存在中介效应,其所占的效应比大约有5.17%;心理授权在工作压力与人格解体之间存在中介效应,其所占的效应比大约为46.37%;心理授权在工作压力与低个人成就感之间存在中介效应,其所占的效应比大约为14.19%。根据以上研究成果,本研究提供了几点建议供酒店管理者们进行参考:(1)酒店应当对员工的心理情况予以重视并积极寻找有效帮助员工心理疏通的方法与途径,有效干预员工的负面情绪,在日常工作中,适度的下放权利,若员工能够自主的决定自己的某些工作。(2)要明确酒店岗位的职责以及员工职业发展的上升渠道,给予每个岗位合适的工作量和恰当的薪资水平,开展各种团体活动给予员工归属感与成就感。(3)酒店应对员工加强关于应对工作压力与职业倦怠方面的培训,使员工更好的认知与面对在工作中遇到的压力和其带来的职业倦怠感。更多还原

【Abstract】 Since the "13th Five-Year Plan",China is determined to move forward from the big tourist countries of the big tourist countries.From January 3 to 4,2019,the 2019 National Council of Culture and Tourism Directors Meeting was held in Beijing.It was pointed out that China’ s tourism consumption continued to grow in 2018,and the number of domestic tourists is expected to reach 5.54 billion person-times.It is estimated that the total tourism revenue will be 5.99 trillion yuan.The fast-growing tourism industry has driven the development of the hotel industry.However,compared with the booming development of the hotel industry,the development of human resources management in China’ s hotel industry is still in a relatively backward state.Burnout is known as the greatest occupational hazard in the 21st century.Service workers often show higher levels of burnout,which can lead to undesirable consequences such as declining job performance,job dissatisfaction,shifting work-related activities to non-work activities,organizational commitment reductions,and increased absenteeism and turnover intentions.In the hotel industry of the survival of the fittest,especially for international brand notels,the working environment of employees is relatively complicated,and the working standards set by the hotel are complicated and rigorous.In this environment,the frontline service staff of the hotel is prone to great work.Pressure,frequent lack of enthusiasm for work and low work efficiency,resulting in burnout,and resulting in a large loss of hotel staff,resulting in a significant reduction in organizational performance.It can be seen that one of the unavoidable problems in the hotel industry is the work pressure and job burnout of employees.At the same time,many scholars have found that psychological empowerment is closely related to burnout.Psychological empowerment is generally a process of enhancing employee self-efficacy,which is a positive incentive for employees.There are few studies on work stress and psychological empowerment at home and abroad.Therefore,this article takes the international brand hotel staff as the research object,and explores the relationship between work stress,psychological empowerment and job burnoutBased on the previous studies,the research hypothesis was established according to the actual situation and the research model was established.After the questionnaire was distributed and collected,the data was analyzed with SPSS21.0 and AMOS17.0.The results show that:First,the work pressure of most international brand hotel employees feels the pressure of work to varying degrees,that is,a considerable number of employees are under high pressure;the degree of psychological empowerment of international brand hotel employees is generally It is said to be at a medium level,but the sense of psychological empowerment varies greatly among individuals;overall,the occupational burnout of international brand hotel employees is at a moderately high level,and there is a large difference in individuals.Second,the negative stress of work stress affects psychological empowerment,that is,the greater the work pressure of employees,the lower their psychological empowerment.Work stress positively affects emotional exhaustion,that is,the greater the work pressure of employees,the greater the degree of emotional exhaustion.Work stress positively affects the disintegration of personality,that is,the greater the work pressure of employees,the less distinctive their personality and the more indifferent their performance.Work stress positively affects a low sense of personal achievement,that is,the greater the employee’s work stress,the lower his sense of achievement in his work;the negative impact of psychological empowerment affects emotional exhaustion,that is,the greater the degree of psychological empowerment of employees,their emotions The less exhausted the feeling is.The negative influence of psychological empowerment affects the disintegration of personality,that is,the higher the degree of psychological empowerment of employees,the lower the degree of disintegration of their personality.The negative impact of psychological empowerment has a low sense of personal achievement,that is,the higher the degree of psychological empowerment,the higher the sense of personal accomplishment.Third,psychological empowerment has a mediating effect between work stress and burnout.Psychological empowerment has a mediating effect between work stress and emotional exhaustion,and its effect ratio is about 5.17%;psychological empowerment has a mediating effect between work stress and personality disintegration,and its effect ratio is about 46.37%;Psychological empowerment has a mediating effect between work stress and low personal accomplishment,and its effect ratio is about 14.19%.Based on the above research results,this study provides several suggestions for hotel managers to refer to:(1)The hotel should pay attention to the psychological situation of employees and actively find ways and means to effectively help employees to psychologically clear,effectively intervene in the negative of employees.Emotions,in the daily work,moderate decentralization rights,if employees can decide their own work autonomously.(2)It is necessary to clarify the duties of hotel positions and the rising channels of career development of employees,give appropriate jobs and appropriate salary levels for each position,and carry out various group activities to give employees a sense of belonging and accomplishment.(3)The hotel should strengthen the training of employees in dealing with work stress and burnout,so that employees can better understand and face the pressures encountered in the work and the sense of burnout.更多还原