【作者】 王艳；

【导师】 孔喜梅；

【作者基本信息】 郑州大学 ， 工商管理硕士（专业学位）， 2021， 硕士

【摘要】 当前,社会经济快速发展,各行各业之间的竞争日趋激烈,员工压力日益增大,职业倦怠问题愈发严重。职业倦怠不仅会影响员工的身心健康和工作状态,还会影响企业的可持续发展。酒店行业是典型的劳动密集型行业,员工的服务质量是决定酒店竞争力的重要因素。酒店员工作为酒店日常经营活动的主体,在严格遵守服务规范的前提下,不仅要从事大量重复性的工作,又要保持良好的精神状态面对顾客,更容易产生职业倦怠。因此,需高度重视酒店员工的职业倦怠问题。目前学界有关职业倦怠方面的研究,以酒店员工为研究对象的相对较少。本文对H酒店员工职业倦怠问题进行研究,不仅可以了解H酒店员工目前职业倦怠的现状、分析其影响因素,提供具体的干预措施,也可以为酒店行业的职业倦怠研究提供理论借鉴,进而为整个职业倦怠领域的研究做出有益的补充。本研究以H酒店为研究对象,在查阅国内外职业倦怠方面已取得的研究成果的基础上,采用个案访谈法和问卷调查法,收集相关数据资料,并用SPSS22.0软件对数据进行统计学分析,结合访谈内容,得出以下结论:(1)H酒店员工职业倦怠现状:H酒店员工的职业倦怠处于中等水平,尤其在个人成就感降低维度较为显著。具体表现为工作缺乏认同感与成就感、因体力及情绪消耗较大产生消极心态、标准化服务下员工热情缺失及职业风险引发健康程度下降。此外,员工的职业倦怠表现存在个体化差异。(2)影响H酒店员工职业倦怠的因素包括组织层面因素(工作负荷和组织制度)、社会层面因素(顾客、家人和社会)和个体层面因素(年龄、文化程度、婚姻家庭状况、部门、职位、从业时间和收入水平)。(3)基于H酒店员工职业倦怠的现状及影响因素,从组织、社会和个体三个层面提出相应的干预策略。在组织层面上,建议从以岗定员、薪酬制度、激励措施、绩效考核和轮岗制度等人力资源角度进行干预;在社会层面上,建议工会、行业协会及舆论媒体等提供社会支持;在个体层面上,主张员工树立符合自身定位的职业观、优化工作规划和时间管理、提高综合素质等。更多还原

【Abstract】 At present,with the rapid development of social economy,the competition among all walks of life is becoming increasingly fierce,the pressure from work is rising dramatically,therefore,the problem of job burnout is becoming more and more severe.Job burnout will affects the sustainable development of enterprises as well as the physical and mental health of employees along with their working status.The hotel industry is a typical labor-intensive industry,the service quality of the staff is an important factor to determine the competitiveness of hotels.As the main body of the hotel’s daily business activities,hotel employees should not only engage in a large number of repetitive tasks,but also keep a good mental state to face customers under the premise of strict compliance with service standards,which is more likely to produce job burnout,therefore,it is essential to pay great attention to the problem of burnout from hotel staffs.So far,there are relatively few researches on job burnout in academic circles that take burnout in hotel as the research subject.This paper studies the problem of job burnout of H hotel staffs,which can not only understand the current situation of job burnout in H hotel,analyzing its influencing factors and providing specific intervention measures,but also provide theoretical reference for the study of job burnout in the hotel industry,and then make a beneficial supplement for the study of the entire field of job burnout.This research takes H Hotel in Zhengzhou as the research subject.On the basis of consulting the current research results of job burnout at home and abroad,the research adopts the method of case interview and questionnaire survey to collect relevant data,and use SPSS22.0 software for statistical data analysis.The following conclusions have been drawn:(1)The current situation of job burnout among H hotel employees:The job burnout of H hotel employees is in medium level,especially in the individual sense of achievement to reduce dimension is significant.The specific manifestations are negative mentality due to high physical and emotional consumption,lacking of enthusiasm of employees under standardized services and sense of identity and achievement at work,resulting in occupational risks which leads to a decline in health.In addition,there are individual differences in the performance of job burnout among employee groups.(2)Factors affecting job burnout of H Hotel employees include organizational level factors(workload,organization system),social level factors(family members,bosses,customers)and individual level factors(age,education,marital status,work department,position,working hours and income).(3)The corresponding intervention strategies are put forward from three levels.At the organizational level,it is suggested to intervene from the perspective of human resources,such as determine personnel by post,salary system,incentive measures,performance appraisal and job rotation system.At the social level,it is suggested that trade unions,industry associations,public opinion media and other subjects provide social support.At the individual level,it is advocated that employees should set up a career view that suits their own positioning,optimize work planning and time management,and improve their comprehensive quality.更多还原