如何在危机中“同舟共济”？——基于高星级酒店员工心理契约的研究

在新冠疫情危机影响下，员工感知酒店应该承担的责任——即“心理契约”受条件限制往往难以履行，严重破坏了劳动关系的和谐稳定。文章运用多案例与扎根理论方法进行探索式理论建构，探讨危机时期酒店员工心理契约的关键内涵、心理契约破裂的发生机制及其对员工的影响。结果发现：与关系型契约相比，员工在危机时期更关注交易型契约；酒店无力履约、有意违约和双方对组织责任认知不一致是导致心理契约破裂的主要因素；员工的责任归因、个人特质影响他们对心理契约破裂的反应。文章提出，危机时期心理契约呈现“破裂-维护-调整”的基本演化过程，提供酒店在危机及日常经营情境下应采取的关键措施，帮助酒店与员工建立可持续发展的心理契约纽带关系。     

饭店知识型员工离职意图的成因分析——基于员工心理契约视角的实证研究

本文构建了一个包含组织承诺、工作满意作为中间变量的模型,较系统地探索了饭店知识型员工的心理契约是如何通过这些中间变量影响其离职意图的.本文以四川省星级饭店的管理层员工为样本进行结构方程模型分析,结果显示:饭店知识型员工心理契约中对饭店责任的认知不仅直接影响其离职意图,而且还通过组织承诺以及工作满意与组织承诺变量之间的关系间接影响其离职意图的产生.本研究揭示了饭店管理层员工的心理契约对于解释其离职意图所具有的重要价值.     

游客心理契约对旅游地品牌资产的影响研究——以河南洛阳老君山风景区为例

旅游地品牌资产作为旅游地竞争的重要手段,是对旅游地营销效果的反映,同时也是旅游地未来能否获取收益的重要因素。为了探究短视频营销下游客心理契约的履行与旅游地品牌资产之间的关系,文章以洛阳栾川老君山景区游客为调查对象,通过线上线下相结合的方式进行问卷调查,引入感知价值、游客价值共创行为作为中介变量,自我目的地联结作为调节变量,构建了一个有调节的中介效应模型。运用结构方程模型进行实证检验后发现：关系型心理契约和交易型心理契约均直接正向影响旅游地品牌资产;感知价值和游客价值共创行为在关系型心理契约和旅游地品牌资产中起着中介作用,感知价值在交易型心理契约和旅游地品牌资产中具有中介作用;自我目的地联结正向调节感知价值和旅游地品牌资产之间的关系,同时也调节了感知价值在心理契约(关系型心理契约和交易型心理契约)与旅游地品牌资产之间的中介作用。     

旅游企业社会责任对目的地形象及游客忠诚的影响研究

在旅游市场竞争日趋激烈的背景下,由旅游企业经营所引发的社会责任问题受到广泛关注,但学界关于旅游企业社会责任的影响研究还不够系统和深入.文章将旅游企业社会责任划分为6个方面,将目的地形象划分为认知形象和情感形象两个方面,并构建了旅游企业社会责任对目的地形象及游客忠诚的影响模型.实证研究表明,旅游企业社会责任在目的地形象及游客忠诚形成中发挥非常重要的作用,其中,经济责任、环境责任、游客责任、员工责任和法律责任对认知形象有正向影响,游客责任、员工责任和慈善责任对情感形象有正向影响;认知形象和情感形象不仅对游客忠诚产生直接影响,而且通过游客满意对游客忠诚产生间接作用.相比认知形象,情感形象对游客满意和忠诚的影响作用更大.     

支持型领导与授权氛围对旅游企业员工服务质量的影响

文章基于对我国52个旅游企业进行的实证研究,同时检验企业层次变量（企业的支持型领导氛围、授权氛围、员工服务行为评估氛围）和部门层次变量（部门的支持型领导氛围、心理受权氛围）对员工服务质量的影响。多层次线性模型分析结果表明,企业和部门的支持型领导氛围、部门的心理受权氛围和员工的心理受权对员工的服务质量都有显著的正向影响。此外,企业的支持型领导氛围会调节部门的支持型领导氛围、心理受权氛围和员工的工作满意感对员工服务质量的影响,部门的支持型领导氛围会调节员工的角色模糊、心理受权和工作满意感对服务质量的影响,部门的心理受权氛围会调节员工的角色负担过重对服务质量的影响。     

旅游企业劳资冲突的发生机制与治理策略研究

旅游企业劳资冲突是影响企业健康发展的关键因素,它反映了企业在经营管理中存在的问题.文章结合当前我国旅游企业劳资冲突的现状,以旅游酒店、旅行社、旅游景区3类旅游企业员工为调查对象,运用扎根理论研究方法构建了旅游企业劳资冲突发生机制的概念模型,并验证了模型的合理性.在此基础上从旅游企业劳资冲突的发生原因、发生机制内不同要素相互作用、发生过程与发生结果4个层面分析了旅游企业劳资冲突的发生机制,探讨了旅游企业劳资冲突的治理策略,以减少和化解旅游企业劳资冲突.该研究可以引发学界对旅游企业劳资冲突研究的进一步思考,也可成为旅游企业、政府、旅游行业协会等组织制定和完善劳资冲突综合治理策略的参考.     

旅游企业员工收入差异的影响因素分析——以张家界市的旅游企业为例

本文基于人力资本理论框架,以张家界市的旅游企业为研究对象,分析了旅游企业员工收入差异的主要影响因素:受教育程度、工作经历、性别、婚姻、职位、企业盈利状况等.其基本结论是:张家界市的旅游企业男性员工年度收入比女性员工的年度收入高20%左右,性别歧视严重;不同员工之间收入差距较大;员工受教育程度普遍较低,员工受教育程度是影响其收入分配的最重要的因素,且对女性的影响大于男性;员工收入与工作经历呈现出倒"U"形的关系,但这种关系在男性员工中体现得更为明显;父母身份对男性的收入产生积极影响,而对女性的收入产生负面影响;旅游产业的快速发展使得张家界市旅游企业的员工平均收入水平在近几年有较大幅度的增加.     

心理契约违背对饭店顾客忠诚的影响——服务补救策略的调节效应

针对服务企业普遍面对的服务补救低效与顾客忠诚保持的挑战,文章基于心理契约与前瞻性服务补救理论,构建了顾客心理契约违背、服务补救和顾客忠诚间关系的分析框架,实证分析了心理契约违背对顾客忠诚的作用机理,并检验了服务补救策略对这一关系的调节效应。通过对262名饭店顾客的问卷调查,采用回归分析法处理数据,研究结果表明:心理契约违背两个维度与饭店顾客忠诚两个维度均呈显著负相关关系,顾客心理契约违背程度越高,顾客忠诚度越低;服务补救在心理契约违背与饭店顾客忠诚的关系中起到部分调节作用,即当企业服务出现失误而使顾客感知心理契约违背发生时,如果能采用恰当的服务补救策略,可以降低心理契约违背对顾客忠诚的负面影响。     

旅游企业社会责任与经营效益的相关性研究

文章基于利益相关者理论的视角,构建兼顾股东、债权人、供应商、政府、消费者和员工等诸方利益的6维社会责任评价指标体系,以旅游业25家上市公司连续6年的年报数据为样本,对旅游企业社会责任与经营效益的相关性进行研究,研究得出旅游企业社会责任与经营效益呈正相关关系,积极参与社会责任实践有助于提升企业的经营效益和市场竞争能力.     

管理层权力、高管-员工薪酬差距与旅游企业绩效

近年来,高管-员工薪酬差距问题已成为一个全球性的热点问题,企业高管与普通员工之间过于悬殊的薪酬差距所引发的激烈争议和质疑不容忽视。文章基于锦标赛理论、社会比较理论与管理层权力理论,以2006~2012年间的旅游上市公司为研究样本,对管理层权力、高管-员工薪酬差距与企业绩效三者之间的关系进行了理论分析与经验检验。检验结果表明:(1)管理层权力理论在旅游行业并不成立,管理层权力未对高管-员工薪酬差距与旅游企业绩效造成显著影响;(2)高管-员工薪酬差距与旅游企业绩效呈显著的倒U形关系,当高管-员工薪酬差距超过205000.97元的临界值时,薪酬差距继续拉大会对旅游企业绩效产生消极影响。建议旅游企业合理设计薪酬激励机制、优化薪酬结构,防止高管-员工薪酬差距过大引致负面效应。     

Psychological contract fulfillment in the hotel workplace: Empowering leadership,knowledge exchange,and service performance

This study developed and tested a group-level model involving empowering leadership, psychological contract fulfillment, knowledge exchange, and service performance. In 28 Taiwan's tourism hotels, data stem from 56 hotel departments and comprise 258 employees was used to test the research hypotheses through structural equation model. We found that, as anticipated, empowering leadership was positively related to psychological contract fulfillment and knowledge exchange; psychological contract fulfillment was positively related to knowledge exchange and service performance; and knowledge exchange was positively related to service performance. This study highlighted that psychological contract fulfillment partially mediated the relationship between empowering leadership and knowledge exchange; knowledge exchange fully mediated the relationship between psychological contract fulfillment and service performance. Theoretical and practice implications, limitations, and suggestions for future were presented.     

In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees

Research in tourism management is yet to examine the role of psychological contracts in shaping organizational identification and influencing service-oriented behaviors of frontline employees. Drawing upon psychological contract and social identity theories, we propose a theoretical model that links the two types of psychological contracts (relational vs. transactional psychological contracts) with organizational identification and service employees' in-role performance and organizational citizenship behaviors. Data collected from 199 matched frontline employee-coworker-supervisor triads in hotels show that while transactional psychological contracts were directly and negatively associated with supervisor-reported in-role performance and co-worker reported service-oriented citizenship behaviors, the relationship between relational psychological contracts and both types of service-oriented behaviors were positive and partially mediated by organizational identification. Our findings have important implications for tourism operators by highlighting the important role of different types of psychological contracts in the delivery of high quality service.     

Breach of psychological contract,organizational cynicism and union commitment: A study of hospitality industry in Pakistan

This study examines the relationship between breach of psychological contract, organizational cynicism and union commitment among hospitality sector personnel in Pakistan. Data were collected from 279 unionized employees working in different hotels and also from aviation hospitality staff. Findings indicate that breach of psychological contract results in union commitment among hospitality sector employees and this relationship is mediated by organizational cynicism. Contrary to expectation collectivism does not moderate the relationship between organizational cynicism and union commitment. Implications and future research directions for hospitality management are also discussed.     

The empowering,the empowered,and the empowerment disparity: A multilevel analysis of the integrated model of employee empowerment

This study aims to examine an integrated research model of employee empowerment from the perspectives of managers (the empowering) and employees (the empowered) with a newly proposed construct, empowerment disparity that captures a difference in employees' perception of empowerment within a team. A multilevel analysis was conducted using Hierarchical Linear Modeling (HLM) to test the hypotheses using a matched sample of 286 restaurant employees along with 51 managers and 2129 customers from five tourist cities in Thailand. The findings show that psychological empowerment and the psychological contract have a positive effect on customers' assessment of interaction quality, and empowerment disparity moderates the links between a manager's empowering behavior and psychological empowerment, and psychological empowerment and the psychological contract. The theoretical and managerial implications suggested by the findings are provided for researchers and practitioners.     

Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms

This study tests relationships among three levels of empowerment—organizational, departmental, and individual—and simultaneously their cascading effects on frontline employees' service quality. Drawing on data from 1566 employee-supervisor pairs from 123 departments in 53 Chinese hospitality and tourism enterprises, results reveal a cascading mechanism across three levels of empowerment. Organizational empowerment climate influences employees' psychological empowerment through department psychological empowerment, and department psychological empowerment influences employees' service quality through individual psychological empowerment. Cross-level moderation analysis suggests that only within a high degree of organizational empowerment climate and service behavior-based evaluation does employees' psychological empowerment have positive effects on service quality. In response to the debate on the merits of empowerment programs in organizations, this study supports the usefulness of a cascading, contingency model of empowerment, and demonstrates full delineation of how and when empowerment across three levels influence frontline employees’ service quality.     

The Role of the Psychological Contract in Managing Research Volunteer Tourism

Volunteer motivations and the psychological contract are outlined, demonstrating a reciprocal relationship needing more complex marketing approaches. Limitations of relationship marketing resulting from short project times are identified. Maguire's three-tier model is used to develop a theoretical model of the Research Volunteer psychological contract. Qualitative case data is used to illustrate transactional, career, and relational relationships. The article maps relationship marketing and the psychological contract model together, arguing that using both constructs enables more effective management of such a tourism niche.     

Unfolding deconstructive effects of negative shocks on psychological contract violation,organizational cynicism,and turnover intention

This research aims to unfold the impact of negative shocks on Chinese employees in the service sector by conducting a mixed-method study involving a scenario-based experiment and a field survey. The findings of Study 1 show that negative shocks resulted in a psychological contract violation, high organizational cynicism, and turnover intention. Study 2 further examined the moderating roles of traditionality and organizational embeddedness. Negative shocks triggered less organizational cynicism among employees with higher levels of traditionality. Organizational embeddedness, however, did not play such a moderating role in the relationship between psychological contract violation and turnover intention. Theoretical and practical implications are discussed.     

旅游人才培养与高等旅游教育的职业化发展

旅游业的飞速发展及国际旅游业竞争的加剧 ,对从业人员提出了更高的要求 ,越来越多的国家和企业认识到2 1世纪旅游业的竞争 ,实际上就是旅游人才的竞争。本文首先从旅游人才市场的供需错位现象入手 ,分析目前我国高等旅游教育中存在的不足 ,认为职业化导向应是高等旅游教育发展的方向之一 ,并提出了相应的发展思路与对策