酒店业员工流失与服务质量关系研究

i摘要近年来，随着我国经济的不断发展，旅游业发展势头迅猛，我国酒店数量不断增加，酒店业作为劳动密集型的服务行业，服务质量的高低很大程度上取决于员工因素，员工流失作为员工因素的组成部分，员工流失与服务质量的关系是本文研究的核心内容。本文在对员工流失、服务质量的概念界定以及国内外文献回顾的基础上，提取员工流失与服务质量的相关变量，员工流失变量指标主要有：薪酬、培训、组织环境、外部市场环境、非经济因素。服务质量变量指标有：技术质量和功能质量。在明确员工流失与服务质量指标基础上，进行模型假设与问卷设计，对员工流失与服务质量关系进行统计分析，得出提高服务质量，控制员工流失的对策。论文共有六部分组成，各部分内容安排如下：第一部分是绪论，主要包括本文研究的背景，研究的目的及意义，研究的基本思路和本文的创新的和难点。第二部分是国内外关于员工流失与服务质量的相关文献回顾。第三部分是在文献回顾的基础上，提取相关变量，建立员工流失与服务质量关系模型和假设。采取问卷调查的研究方法，以天津市酒店业为主要研究对象，进行问卷的调查与研究。第四部分是模型分析与结果讨论，运用SPSS17.0统计软件对调研结果进行相关分析与方差分析，确定员工流失与服务质量相关关系。第五部分是在员工流失与服务质量关系实证研究的基础上，提出控制员工流失，提高服务质量的对策。第六部分是本文的结论与展望。主要对本文研究进行回顾，指出今后进一步研究的方向。关键词：员工流失；服务质量；相关关系，对策iiAbstractInrecentyears,asthecontinuousdevelopmentofchina’seconomy,especiallytourismindustry,thenumberofhotelsinchinahasbeenrapidlyincreased.Thehotelindustryaslabor-intensiveserviceindustry,thelevelofservicequalitydependslargelyontheemployeefactor.Theemployeeturnoverisanintegralpartofemployeefactor,thisarticlecorecontentisabouttherelationshipbetweenemployeeturnoverandservicequality.Baseonthedefinitionofemployeeturnoverandservicequality,andresearchondomesticandinternationalliterature,weextractindicatorsofemployeeturnoverandservicequality.Employeeturnovervariable‘sindicatorsare:salary,training,organizationalenvironment,theexternalmarketenvironment,andnon-economicfactor.Servicequalityvariable‘sindicatorsare:TechnicalqualityandFunctionalquality.Basedontheindicatorsofemployeeturnoverandservicequality,weestablishmodelassumption,designquestionnaires,andconducttherelationshipstudybetweenemployeeturnoverandservicequality.Wewillhavesolutionstoimproveservicequality,andcontrolemployeeturnover.Thepaperconsistsofsixparts,eachpartisorganizedasfollows:Thefirstpartisintroduction,includingthebackgroundofthestudy,thepurposeandsignificanceofthestudy,theinnovationanddifficultiesofthepaperThesecondpartisabouttherelatedliteratureonstaffturnoverandservicequalityinChinaandabroad.Thethirdpartistoextracttherelevantvariablesbasedontheliteraturereview,toestablishtheconceptmodeandhypothesis.Usingthequestionnairedeveloped,surveyisconductedwithTianjinhotelindustry.Thefourthpartisdataanalysisandresultsdiscussion.UsingtheSPSS17.0statisticssoftware,theauthorhaveconductedcorrelationanalysisandvarianceanalysis,inordertodeterminetherelationshipbetweenstaffturnoverandservicequality.Thefifthpartwilldiscussonhowtocontrolstaffturnoverandimproveservicequalityiiibasedontheempiricalresearch.Thesixthpartisconclusionandoutlook.Whichincludesreviewingtheresearch,andsuggestionsforfurtherresearchinthefuture?Keywords:employeeturnover;servicequality;correlation;solutions1目录摘要........................................................................IABSTRACT...................................................................II第一章前言...............................................................11.1选题背景...............................................................11.2选题目的与意义.........................................................21.2.1选题目的.............................................................21.2.2选题意义.............................................................21.3论文的研究思路与框架...................................................31.4研究方法...............................................................51.5研究创新性与难点.......................................................5第二章国内外研究现状回顾................................................62.1国内外学者对于员工流失（EMPLOYEETURNOVER）内涵回顾与评析.................62.2员工流失研究文献回顾...................................................82.2.1国外学者关于员工流失的文献回顾.......................................82.2.2国内学者关于员工流失的文献回顾......................................152.3服务质量的内涵和特征..................................................162.3.1服务的内涵和特征....................................................162.3.2服务质量内涵及特征..................................................182.4酒店业服务质量文献回顾................................................182.4.1国外学者关于酒店业服务质量文献回顾..................................182.4.2国外学者关于服务质量评价模型文献回顾................................202.4.3国内学者关于酒店业服务质量研究文献回顾..............................242.5员工流失和服务质量关系研究............................................24第三章研究设计...........................................................263.1研究对象的选取........................................................263.1.1天津市饭店业基本情况................................................2623.1.2研究变量与模型假设..................................................273.2员工流失与服务质量研究工具............................................283.3问卷预调研............................................................293.3.1员工流失因素对服务质量影响问卷表的预调研............................293.3.2顾客角度下员工流失问卷表的预调研....................................30第四章模型分析与结果讨论..................................................324.1样本的基本特征........................................................324.1.1员工流失因素对服务质量影响调研样本的基本特征........................324.1.2顾客角度下员工流失对服务质量影响样本基本特征........................334.2信度与效度检验........................................................354.3模型分析..............................................................364.3.1样本的相关分析...........