高星级酒店员工工作获得感和感知价值对工作幸福感的影响

<正>文章基于问卷调查数据,采用结构方程模型,分析高星级酒店员工的工作获得感和感知价值对工作幸福感的影响因素和机制。研究表明,高星级酒店员工工作获得感对感知利得存在显著正向影响,但感知利得对工作幸福感的正向影响不显著;工作获得感对感知利失存在显著负向影响,进而影响工作幸福感。     

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。     

酒店员工性别、薪酬差异对离职行为影响研究

员工高离职率是困扰国内外酒店业经营管理者的重要问题。该研究通过对5家五星级酒店的1233名员工的问卷调查,建立Logit模型来探讨不同岗位员工的性别差异、薪酬差异对其离职行为的影响。研究表明,酒店业以女性就业为主,男性离职率高于女性。员工的离职行为主要受薪酬、岗位级别、婚姻状况和性别的影响;男性员工的岗位级别差异对其离职行为影响不显著,而女性员工的岗位级别差异对其离职行为有显著的正向影响。因此,酒店管理者应采取优先招聘已婚员工、改革薪酬管理模式、完善晋升机制等措施降低员工离职率。     

酒店顾客满意度评价体系研究——基于tripadvisor.cn的杭州高星级酒店评论数据

随着移动互联网的飞速发展和普及,越来越多的在线平台为了更好的满足消费者需求,为消费者提供了对产品进行自由、匿名的评价模式。基于此,各大线上平台已拥有大量的产品评价信息,对此类信息数据的研究和分析能够为企业的运营和管理服务带来新的价值。文章以tripadvisor.cn第三方平台中杭州高星级酒店的点评信息为研究数据基础,采用贝叶斯网络构建各维度和对应因素之间的相互关系,确定顾客满意度影响因素,并建立相应的杭州高星级酒店顾客满意度评价体系。研究表明,基于在线评论文本构建的顾客满意度评价体系较传统的方式更为精准、科学,更有利于酒店对顾客满意度做出准确的评价。     

酒店员工知识共享对服务创新的影响研究

随着知识经济时代的到来,酒店为推动服务创新,越来越强调知识共享.本文以长沙市高星级酒店为例,研究知识共享对服务创新的影响,发现利他主义和利益追求动机对知识共享行为有正向影响,利他主义的影响较强,利益追求的影响较弱;知识共享行为对创新环境优化、员工创新意识、员工创新表现均有强烈正向影响,对员工创新意识的影响最强,对员工创新行为的影响次之,对创新环境优化的影响较弱.     

酒店业推广节能减排影响因素的实证研究——以广东省星级酒店为例

面对能源价格的不断攀升,高能耗、低利润水平已经成为当前酒店业经营所面临的突出问题,但我国在酒店业推广节能减排方面的研究却相对滞后。本文以广东省星级酒店为例,就酒店业推广节能减排的影响因素问题进行了问卷调查与深度访谈。通过因子分析得出了影响酒店业推广节能减排的5个主要因子,即节能管理、经济因素、外在环境、信息交流和政府政策,构建了酒店业推广节能减排的影响因素模型。该研究对推动酒店业节能减排的理论研究和实践运用具有重要的意义。     

基于TRA理论的酒店员工信息技术心理研究

本文以TRA理论和TAM模型为基础,通过针对中国三星级以上酒店员工的信息技术采用心理的实证研究,探讨了目前酒店员工信息技术采用认知、态度和意向等基本心理状况．比较了不同的客观环境和个体特征下酒店员工信息技术采用心理的差异,在中国酒店业的技术进步和人力资源管理方面提出了有价值的结论。     

酒店员工职场孤独感对职场偏差行为的影响——一项体验取样研究

虽然我国酒店行业取得了高速发展,但在员工管理方面陆续暴露出系列问题,如职场偏差行为的频频发生。鉴于此,该研究拟探索酒店员工职场偏差行为的诱发因素,以期为酒店如何干预或抑制职场偏差行为提供理论启发。文章认为,酒店员工的职场孤独感是职场偏差行为的心理动因。基于自我损耗理论,职场孤独感会消耗个体的自我调节资源（即出现自我损耗）,削弱个体的自我控制能力,从而增加了职场偏差行为的可能性。上述现象在低道德型领导情境下更容易出现,但在高道德型领导情境下能得到有效抑制。该研究采用体验取样法,对酒店基层员工进行连续5个工作日的问卷调查,结果表明：（1）酒店员工职场孤独感正向影响职场偏差行为;（2）自我损耗在职场孤独感与职场偏差行为之间起中介作用;（3）直属上司的道德型领导风格削弱了自我损耗与职场偏差行为的正向关系,以及职场孤独感与职场偏差行为之间经由自我损耗的间接效应。以上结果对于理解职场偏差行为的成因以及应对措施具有启发意义。     

A comparison of competing theoretical models for understanding acceptance behavior of information systems in upscale hotels

This study investigated which intention-based model, namely: (1) the technology acceptance model (TAM; Model 1); (2) the theory of planned behavior (TPB; Model 2); and (3) the decomposed TPB (DTPB; Model 3) is best for predicting and explaining employees’ behavioral intention to use hotel information system (HIS). Data were obtained from employees of 13 upscale hotels in Jeju, South Korea, and structural equation modeling (SEM) was employed to examine and compare the three competing theoretical models (CTMs) in terms of overall model fit, explanatory power, and paths significance. The findings of this study revealed that if the key objective is to predict behavioral intention to use HIS, the TAM is preferable. However, if the key objective is to explain behavioral intention to use HIS, the DTPB is preferable.     

Empirical study on Chinese tourists’ perceived trust and intention to use biometric technology

This paper presents a theoretical model based on the Technology Acceptance Model combined with a perceived trust model. SPSS 23 and Amos 22 were used to analyze Chinese tourists’ responses regarding use of biometric technology in hotels and to assess whether their perception of trust – measured through five potential factors – affected their intention to use it. Chinese tourists traveling in Macau were recruited, and three types of biological identification technology were discussed. A total of 600 questionnaires were sent out, and 583 effective questionnaires were recovered. The results that in addition to perceived ease of use, other factors affected visitors’ perceptions of trust. The degrees of effectiveness, however, differed between the three biological identification technologies. Fingerprint technology was revealed to be the most trusted and accepted biometric technology.     

Online Customer Experience and Its Relationship to Repurchase Intention: An Empirical Case of Online Travel Agencies in China

The study reported here examines the relationship between flow experience and repurchase intention by focusing on the joint mediating effects of loyalty. Data were taken from a survey of shopping experiences, at online travel websites, of 325 customers in China. The results show that flow experience has a significant effect on repurchase attention. Moreover, interactive speed, skill, challenge, perceived control, telepresence, perceived usefulness, and perceived ease of use are positively related to flow experience. Lastly, the findings show that loyalty, to some extent, acts as a mediator between flow experience and repurchase attention.     

Tablets and Tablet Apps: What Do Hotel Customers Want?

This study aims to explore consumers’ preference whether to bring their own tablets or use those provided by hotels, their expectations of hotel tablet apps, and antecedents of their behavioral intention toward hotel tablet apps. This study applied an extended model of the unified theory of acceptance and use of technology to understand consumers’ perceptions of tablet apps. By surveying 1,034 customers, this study found the respondents were more likely to utilize some tablet app features over others and revealed five key antecedents of customers’ behavioral intentions toward hotel tablet apps. The findings will help operators make informed decisions to maximize the benefits of tablet technology investments. The theoretical framework of this study provides a benchmark for other researchers to further investigate this field.     

What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period?

Food delivery apps (FDAs) as an emerging online-to-offline mobile technology, have been widely adopted by catering businesses and customers. Especially, as they have provided two-way beneficial catering delivery services in rescuing catering enterprises and satisfying customers’ technological and mental exceptions under the COVID-19 global pandemic condition. This study proposes a comprehensive model integrating UTAUT, ECM and TTF with the trust factor and examines 532 valid FDA users’ continuance intention of using FDAs during the COVID-19 pandemic period in China. The statistical results and discussions show that satisfaction is the most significant factor, and perceived task-technology fit, trust, performance expectancy, social influence and confirmation have direct or indirect positive impacts on users’ continuance usage intention of FDAs during the COVID-19 pandemic period. In addition, relevant researches and stakeholders should consider the specific characteristic of technology being associated with users’ technological and mental perceptions for better understanding and explaining users’ continuance intention.     

The effect of Facebook users’ arousal and valence on intention to go to the festival: Applying an extension of the technology acceptance model

The rapid development of social media has challenged event managers to rethink how this trend will shape traditional marketing practices. Given the rise of these technologies, the current breed of special event “fan” has started to take advantage of and venture into this social space for possible benefits. For event managers, the fundamental issue becomes how to uncover the process through which special event consumers come to accept social media marketing. This paper reviews social media marketing literature, the characteristics of event marketing, and highlights the emotional aspect of social media applications. An extended TAM (technology acceptance model) is adopted to explain the mechanism by which social media marketing influences attitudes toward Facebook event pages. The authors find that users’ emotions exhibited on the Facebook event page do have a significant impact on the perceived usefulness, perceived ease of use, and perceived enjoyment of such social media marketing. However, only the last construct significantly influences users’ attitudes and intentions toward an event. Implications and insights were provided to event practitioners and were discussed accordingly.