摘要
以情感事件理论的逻辑链“事件-情感-态度行为”为理论依据,以酒店为研究对象,对顾客不友好行为与员工工作绩效的相关性进行了验证性研究。研究表明,酒店行业中存在的顾客不友好行为对员工工作绩效有显著的负向影响,情绪耗竭在顾客不友好对员工工作绩效的影响中起到中介调节作用。顾客不友好对员工的情绪耗竭显著正相关,情绪耗竭对员工的工作绩效有显著的负向影响,据此构建了相应模型。研究同时发现,员工性别、婚姻状况的差异不影响对顾客不友好行为的认知,而年龄、学历、职位、工作年限与加班时数等的差异会让员工对顾客不友好行为的认知有所不同。揭示了顾客不友好对员工工作绩效产生影响的内在机理,从新的视角解释了顾客不友好的负向影响,从顾客行为引导、员工情绪管理和组织行为支持等方面探讨了酒店防范顾客不友好及情绪耗竭对员工工作绩效的影响策略。
Based on the logic chain of emotional event theory“event-emotion-attitude and behavior”,this paper takes the five-star hotel as the research object to have a confirmatory study on the correlation of customer-unfriendly behavior on employee’s job performance.The study shows that the customer-unfriendly behavior in hotel industry has a significant negative influence on employee’s job performance,the emotional exhaustion plays a mediating role in the effect of customer-unfriendly behavior on employee’s job performance,the customer-unfriendly behavior has a significant positive correlation with employee's emotional exhaustion,but the emotional exhaustion has a significant negative effect on the employee’s job performance.According to the study,the corresponding model is constructed.The study also finds that the differences in employee’s gender and marriage have no significant perception to the customer-unfriendly behavior,while the differences in age,education,position,working years and overtime will have different perceptions to it.The paper explains the negative effects of customer-unfriendly behavior from a new theoretical perspective,and reveals the internal mechanism and conditions of customer-unfriendly behavior affecting employees’job performance.At last,the article discusses the strategies to prevent the customer-unfriendly behavior and emotional exhaustion on employees’job performance from the aspects of guiding customer behavior,managing employee's emotions and providing organizational behavior support.
作者
李应军
LI Ying-jun(Tourism Management School, Hunan University of Technology and Business, Changsha Hunan 410205)
出处
《湖南财政经济学院学报》
2021年第5期110-118,共9页
Journal of Hunan University of Finance and Economics
基金
湖南省教育厅科学研究一般项目“新时代旅游驱动的乡村振兴与各利益主体社会责任耦合路径及协同治理研究”(项目编号:20C0528)。
