作　　者： ; ; ;

机构地区： 华南理工大学经济与贸易学院

出　　处： 《旅游学刊》 2005年第5期55-61,共7页

摘　　要： 授权管理措施是服务性企业提高服务质量的有效方法,而授权管理措施在企业内部的成功实施最终还要取决于服务人员的受权心态,即员工心理受权。作者在广州市两家四星级酒店进行了一次实证研究,探讨员工心理受权与服务质量关系以及培训、奖励等人力资源管理措施对员工心理受权的影响。数据分析的结果表明:员工心理受权包括工作意义、工作能力和个人影响力3个组成成分;员工心理受权的3个组成成分之间存在相互影响的关系;员工感知的个人影响力和工作能力分别对服务质量产生不同的影响;培训和奖励措施不仅影响员工心理受权,还对服务质量产生积极的影响。本项研究结果对酒店管理人员建立完善的培训和奖励体系,增强员工的心理受权感,进而提高服务质量有一定的指导意义。 Empowerment is an effective method of improving service quality, and the success of empowerment depends on the psychological empowerment. The authors have done an empirical study in two four-star hotels of Guangzhou to investigate the relationship between psychological empowerment and perceived service quality, human resource management practice and psychological empowerment. The results of this study indicate that： （1） psychological empowerment has three componentsI meaningfulness of their work, competence and personal influence. （2） there are relationships existing in the three components of psychological empowerment. （3） influence has a direct impact on perceived service quality. （4）training and reward not only influence the psychological empowerment of the staff, but also have impact on perceived service quality. The study is of guiding significance to both theorists and managers of hotels about how to improve sound training, and extrinsic reward system in a hotel and how to reinforce psychological empowerment for the goal of improving a hotel＇s service quality.

关 键 词： 员工心理受权 培训 奖励 服务质量

领　　域： [经济管理] [经济管理]