员工授权与满意度之间的关系研究

Pao Yue-kong Library Electronic Theses Database

员工授权与满意度之间的关系研究

 

Author: 肖莎莎
Xiao, Shasha
Title: 员工授权与满意度之间的关系研究
Yuan gong shou quan yu man yi du zhi jian de guan xi yan jiu
Degree: Ph.D.
Year: 2014
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Employees -- Case studies
Employee empowerment
Job satisfaction
Department: School of Hotel and Tourism Management
Pages: vii, 69 leaves ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2750428
URI: http://theses.lib.polyu.edu.hk/handle/200/7506
Abstract: 本次研究主要调查中国深圳一家国际五星级酒店中,员工授权制在该酒店的实际应用以及授权对于一线员工的工作满意度有着怎样的影响,并通过一手资料和二手资料的数据收集来进行分析研究。研究结果表明,授权制度在该酒店对一线非管理层员工的工作满意度有着积极的影响。员工可以通过授权,体会到有自主权利的工作方式,这不仅提升个人的工作能力也让员工的心理产生满足感。通过和未使用授权的员工访谈发现,这类员工认为,授权的使用不可擅自做主,它需要上司批准后方可使用。此外,这类型员工希望并需要直属上司能在工作中给予他们支持与帮助,当他们在工作中遇到的问题和担忧时,他们需要上司为其进行指导和提供反馈意见。结论部分,为该国际五星级酒店管理层提供了意见和见解。鼓励员工使用授权首先必须加强酒店管理者对员工授权制度的重视。其次,对所有员工再次进行授权培训加以巩固。最后,增加奖励制度,以激发员工的工作积极性,从而为顾客提供更优质的服务。
The purpose of this study is to critically investigate the application of empowerment and how empowerment affects to employee satisfaction in a five-star international hotel in Shenzhen. To achieve this purpose, this study use both primary and secondary data to facilitate analysis. Research findings indicated empowerment has positive effects on employee engagement to a five-star international hotel in Shenzhen. For the employees who did not use empowerment before, they think only management team could have authority to make decisions. These employees need their immediate supervisor to answer their questions or address concerns and give them helpful feedback during work. Based on the findings, recommendations have been given to the management of hotel in question. Although all employees in the hotel have been given empowerment to handle guests’ requests or complaints, some employees cannot determine by themselves whether empowerment should be utilized or not in some situations. Therefore, proper training is needed to systematically introduce standards concerning how to use empowerment in practice. Also, open communications between managers and non-management employees are important for achieving service quality with empowerment. Besides, an appropriate reward system may contribute to employee’s extrinsic motivations, motivating them to utilize the given autonomy and information to take care of the guests with responsibility and creativity.

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