酒店组织公平性、员工情感性劳动与服务质量关联性研究
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摘要
要在激烈的市场竞争中取得长期优势,酒店业必须为顾客提供优质的服务,提高顾客感知的服务质量,增强顾客的忠诚感。酒店业属于情感密集型的行业,员工在服务过程中的情感表现会影响到顾客对酒店服务质量的感知。因此,如何管理员工在工作中情绪表现及提高服务质量是酒店业人力资源管理者面对的极其重要的问题。
经过阅读大量文献发现,学术界关于公平理论和员工情感管理理论的研究已经很成熟了,但都是在各自的领域来进行研究。很少有学者研究它们之间的交互关系。因此,本研究着重以酒店员工感知到的组织公平性、员工在服务过程中表现出来的情绪,即情感性劳动及顾客感知到的服务质量为主要研究对象,探讨三者之间的关系。在本次研究中,笔者采用组织公平性的传统三维结构：结果公平性、程序公平性、交往公平性；员工的情感性劳动也采用三维度分法：表面行为、深层行为和自然行为来展开研究与分析。
本论文包括三大部分：第一部分是文献综述。在阅读组织公平性、情感性劳动的相关文献基础上,提出了本研究的研究问题和理论基础。第二部分是实证部分。本研究以250位酒店员工及其对应服务的750位顾客为研究对象,通过问卷调查的方式获得了研究的数据样本,然后利用统计分析软件SPSS12.0对数据进行了描述性统计分析、信效度分析、相关分析及多元回归分析等分析。主要得出以下结论：
结论1：验证了组织公平性三个维度之间的关系。程序公平性和交往公平性影响结果公平性,程序公平性影响交往公平性。
结论2：验证了员工的三类情感性劳动行为对顾客感知的服务质量的影响。得出了“自然表演和深层表演行为对顾客感知的服务质量有显著相关的正向影响,而表面表演行为对顾客感知的服务质量有显著的负向影响。
结论3：组织公平性中的三个维度,结果公平性、交往公平性、程序公平性对员工的情感性劳动有正向影响。
.结论4：员工感知到的交往公平性和程序公平性会影响员工的情感性劳动。如果员工感知到的交往或程序越公平,就越能表现自然行为和深层行为,越能提供积极优质的服务,进而影响到顾客感知到的服务质量。
最后,本研究简明阐述了笔者在研究过程中的不足和未来的研究方,同时提出了一些建议：酒店人力资源管理者应该创造一个公平、人性化的工作环境,对员工做好情感性劳动的管理,提高员工和顾客的忠诚度,进而提高酒店的竞争力和经济效益。
To survive and even to flourish in the drastic change in the external environment, hotel industry must provide the best service to customers to increase their loyalty. Hotels belong to emotion-intensive industry. Emotional labor employee display in work could affect service quality customers feel. So, HR manager in hotels should be concerned about human resource management: dealing with how to manage employee'emotional labor and creating a fair environment to keep employees.
On the basic of reading a lot of documents and academic circles, there are many researches on equity theory and emotional management theory. But those researches are studied in their own respective area. In this study, we focus on the relationship among organization justice staffs often are aware of in hotels, employees'emotional labor in work and the perception of the service quality, which affect the service satisfaction of customers. In this study, we use three dimensions of organization justice:distributive justice, interpersonal justice and procedural justice. As to emotional labor, we also use three dimensions:surface acting, deep acting and natural acting.
This research concludes three parts:the first part is about researches on documents and academic circles. On this basic, we conclude some study questions and theories supported. The second part is empirical study on the relationship of organization justice, emotional labor, service quality in hotels. This study focuses on 250 hotel employees and 750 customers and gets the statistics by means of the questionnaire survey. We use SPSS 12.0 to conduct the Descriptive analysis, "Cronbach a" and factor analysis; Pearson analysis and regression analysis etc. The main conclusions as following:
Conclusion 1:Verify that the relationship among procedural justice, distributive justice, interpersonal justice. Procedural justice and interpersonal justice affect distributive justice, procedure justice affects interpersonal justice.
Conclusion 2:Verify that employees'emotional labor has an obvious effect on the service satisfaction of customers. Natural acting and deep acting have a significant positive impact on service quality customers feel. Surface acting has a negative impact on service quality.
Conclusion 3:Verify that organization justice (including Procedural justice, Distributive justice, interpersonal justice) has an obvious effect on employees' emotional labor.
Conclusion 4:Interpersonal justice and Procedural justice have an obvious effect on the service satisfaction of customers through employees'emotional labor.
At last, this research gives a brief instruction on lacks of research process and the future research direction. In practice, hotel managers should create a fair environment, do human resources management and increase the staff and customers'loyalty, and enhance hotels'competitive capacity and economic benefits.
经过阅读大量文献发现,学术界关于公平理论和员工情感管理理论的研究已经很成熟了,但都是在各自的领域来进行研究。很少有学者研究它们之间的交互关系。因此,本研究着重以酒店员工感知到的组织公平性、员工在服务过程中表现出来的情绪,即情感性劳动及顾客感知到的服务质量为主要研究对象,探讨三者之间的关系。在本次研究中,笔者采用组织公平性的传统三维结构：结果公平性、程序公平性、交往公平性；员工的情感性劳动也采用三维度分法：表面行为、深层行为和自然行为来展开研究与分析。
本论文包括三大部分：第一部分是文献综述。在阅读组织公平性、情感性劳动的相关文献基础上,提出了本研究的研究问题和理论基础。第二部分是实证部分。本研究以250位酒店员工及其对应服务的750位顾客为研究对象,通过问卷调查的方式获得了研究的数据样本,然后利用统计分析软件SPSS12.0对数据进行了描述性统计分析、信效度分析、相关分析及多元回归分析等分析。主要得出以下结论：
结论1：验证了组织公平性三个维度之间的关系。程序公平性和交往公平性影响结果公平性,程序公平性影响交往公平性。
结论2：验证了员工的三类情感性劳动行为对顾客感知的服务质量的影响。得出了“自然表演和深层表演行为对顾客感知的服务质量有显著相关的正向影响,而表面表演行为对顾客感知的服务质量有显著的负向影响。
结论3：组织公平性中的三个维度,结果公平性、交往公平性、程序公平性对员工的情感性劳动有正向影响。
.结论4：员工感知到的交往公平性和程序公平性会影响员工的情感性劳动。如果员工感知到的交往或程序越公平,就越能表现自然行为和深层行为,越能提供积极优质的服务,进而影响到顾客感知到的服务质量。
最后,本研究简明阐述了笔者在研究过程中的不足和未来的研究方,同时提出了一些建议：酒店人力资源管理者应该创造一个公平、人性化的工作环境,对员工做好情感性劳动的管理,提高员工和顾客的忠诚度,进而提高酒店的竞争力和经济效益。
To survive and even to flourish in the drastic change in the external environment, hotel industry must provide the best service to customers to increase their loyalty. Hotels belong to emotion-intensive industry. Emotional labor employee display in work could affect service quality customers feel. So, HR manager in hotels should be concerned about human resource management: dealing with how to manage employee'emotional labor and creating a fair environment to keep employees.
On the basic of reading a lot of documents and academic circles, there are many researches on equity theory and emotional management theory. But those researches are studied in their own respective area. In this study, we focus on the relationship among organization justice staffs often are aware of in hotels, employees'emotional labor in work and the perception of the service quality, which affect the service satisfaction of customers. In this study, we use three dimensions of organization justice:distributive justice, interpersonal justice and procedural justice. As to emotional labor, we also use three dimensions:surface acting, deep acting and natural acting.
This research concludes three parts:the first part is about researches on documents and academic circles. On this basic, we conclude some study questions and theories supported. The second part is empirical study on the relationship of organization justice, emotional labor, service quality in hotels. This study focuses on 250 hotel employees and 750 customers and gets the statistics by means of the questionnaire survey. We use SPSS 12.0 to conduct the Descriptive analysis, "Cronbach a" and factor analysis; Pearson analysis and regression analysis etc. The main conclusions as following:
Conclusion 1:Verify that the relationship among procedural justice, distributive justice, interpersonal justice. Procedural justice and interpersonal justice affect distributive justice, procedure justice affects interpersonal justice.
Conclusion 2:Verify that employees'emotional labor has an obvious effect on the service satisfaction of customers. Natural acting and deep acting have a significant positive impact on service quality customers feel. Surface acting has a negative impact on service quality.
Conclusion 3:Verify that organization justice (including Procedural justice, Distributive justice, interpersonal justice) has an obvious effect on employees' emotional labor.
Conclusion 4:Interpersonal justice and Procedural justice have an obvious effect on the service satisfaction of customers through employees'emotional labor.
At last, this research gives a brief instruction on lacks of research process and the future research direction. In practice, hotel managers should create a fair environment, do human resources management and increase the staff and customers'loyalty, and enhance hotels'competitive capacity and economic benefits.
引文
①江国泉.组织公平性、工作满足感与组织公民行为关联性研究-以国营企业为例.大同大学硕士论文.2004.
①林淑姬.民81,薪酬公平、程序公平与组织承诺、组织公民行为关系之研究[J].政治大学企业管理研究所.
② Adams J. Stacy, Inequity in social exchange. In Lenard Berkowitz.Advances in experimental social psychology [C].New York, NY:Academic Press,1965:267-289.
③ Greenberg Jerald. Organizational justice: yesterday, today, and tomorrow [J].Journal of Management,1990,16(2):399-432.
① Thibaut, J.& Walker, L. Procedural justice: A psychological analysis. Hillsdale, NJ:Erlbaum, 1975
② Folger and Konovsky, "Effects of Procedural and Distributive Justice," 115-130.
③ Leventhal, Karuza and Fry, "Beyond Fairness," 128-167.
① Bies, R J. Indentifying Principles of Interactional Justice:The Case of Corporate Recruiting [A]. in Moving Beyond Equity Theory:New Direction in Research on Justice in Organization[R]. Chicago.1986.
② Greenberg Jerald,1993. The Social Side of Fairness: Interpersonal and Informational Classes of Organizational Justice [A]. In: Cropanzano Russell (Eds.).Justice in the Workplace: Approaching Fairness in Human Resource Management [C](79-103). Hillside, NJ: Erlbaum.
① Hochschild Arlie Russell. The managed heart:commercialization of human feeling [M]·Berkeley, CA: University of California Press,1983.
② Morris J A, Feldman D C. Managing emotions in the work place. Journal of Managerial Issues,1997,9(3):257-274
③ Ashforth B E, Humphrey R H. Emotional labor in service roles:The influence of identity. Academy of Management Review,1993,18(2):88-115
④ Morris J A, Feldman D C. The dimensions, antecedents, and consequences of emotional labor. Academv of Management Review,1996,21(4):966-1010
① Jones J R. An examination of the emotional labor construct and its effects on employee outcomes. Doctoral Dissertation, The University Of Nebraska-Lincoln,1998.1-17
② Zapf D. Emotional work and psychological well-being. A review of the literature and some conceptual considerations. Human Resource Management Review,2002,12:237-268
③张辉华,凌文辁.“情绪工作”研究概况[J].心理科学进展,2006,14(1)：111-119
④笔者根据陈栋、杨峰林，范庭卫等人论文总结出来的.
① Morris J A, Feldman D C. The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review,1996,21(4):966-1010
②杨林峰,于新年,范庭卫.情绪劳动结构维度初探[J].内蒙古农业大学学报,2008.
①杨林峰,于新年,范庭卫.情绪劳动结构维度初探[J].内蒙古农业大学学报,2008.
①凌茜,汪纯孝,韩小芸,刘义趁.组织氛围与员工的情感性劳动对服务质量的影响[J].旅游科学,2007.
① Bowen David E, Stephen W Gilliand and Robert Folger.HRM and service fairness:how being fair with employees spills over to customers [J]. Organizational Dynamics,1999,27(3):7-24.
②谢礼姗.组织公平性和信任感对护士心理受权的影响[J].中山大学学报.2007.
③ Pugh s Douglas. Service with a smile: Emotional contagion in the Service Encounter[J].Academy of Management Journal,2001,44(5),1018-1027.
① Grayson, Kent. Customer Response to Emotional Labor in Discrete and Relational Service Exchange [J].International Journal of service Industry management,1998,9(2):126-154.
②凌茜,汪纯孝,韩小芸,刘义趁.组织服务氛围与员工情感性劳动对服务质量的影响[J].旅游科学.
①柏乔阳.情绪型劳动的影响因素及其与员工心理健康的关系[D].杭州：浙江大学.2005.
①吴明隆SPSS统计应用实务,北京：科学出版社,2003,P107.
②EQ i表示的员工问卷中的第i个问题；CQi表示的是顾客问卷中的第i个问题.
①吴明隆SPSS统计应用实务,北京：科学出版社,2003,P107
①ODJ,OPJ,OIJ分别为结果公平、程序公平和交往公平.
①张文彤,SPSS11统计分析教程,北京希望电子出版社,2002
①美国学者黑尔等人指出,在回归分析中,变量的方差膨胀系数超过10,表明数据存在严重的多元共线 问题。
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[1]Thibaut, J.& Walker, L. Procedural justice:A psychological analysis. Hillsdale, NJ:Erlbaum,1975
[2]Ashforth Blake E and Ronald H Humphrey. Emotional labor in service roles:the influence of identity [J]·Academy of Management Review,1993,18(1):88-115·
[3]Bies, R J.1986. Indentifying Principles of Interactional Justice:The Case of Corporate Recruiting [A]. Moving Beyond Equity Theory:The New Direction in Research on Justice in Organization[R].Chicago.
[4]Greenberg Jerald,1993. The Social Side of Fairness:Interpersonal and Informational Classes of Organizational Justice [A]. In:Cropanzano Russell (Eds.).Justice in the Workplace:Approaching Fairness in Human Resource Management[C](79-103). Hillside, NJ:Erlbaum.
[5]Hochschild Arlie Russell. The managed heart: commercialization of human feeling [M]·Berkeley, CA:University of California Press,1983.
[6]Morris J A, Feldman D C. Managing emotions in the work place. Journal of Managerial Issues,1997,9(3):257-274
[7]Ashforth B E, Humphrey R H. Emotional labor in service roles:The influence of identity. Academy of Management Review,1993,18(2):88-115
[8]Brotheridge C M, Grandey A. Emotional labor and burnout: Comparing two perspectives of "people work". Journal of Vocational Behavior,2001,60:17-39
[9]Price J L, Mueller C W. Handbook of Organizational Measurement. Marshfield, Mass:Pittman,1986
[10]Krehbiel Patricia J and Russell Cropanzano. Procedural justice, outcome favorability and emotion [J]·Social Justice Research,2000,13(4):339-360·
[11]Berry Leonard L. On great service [M].New York, NY: The Free Press, 1995: 114.
①林淑姬.民81,薪酬公平、程序公平与组织承诺、组织公民行为关系之研究[J].政治大学企业管理研究所.
② Adams J. Stacy, Inequity in social exchange. In Lenard Berkowitz.Advances in experimental social psychology [C].New York, NY:Academic Press,1965:267-289.
③ Greenberg Jerald. Organizational justice: yesterday, today, and tomorrow [J].Journal of Management,1990,16(2):399-432.
① Thibaut, J.& Walker, L. Procedural justice: A psychological analysis. Hillsdale, NJ:Erlbaum, 1975
② Folger and Konovsky, "Effects of Procedural and Distributive Justice," 115-130.
③ Leventhal, Karuza and Fry, "Beyond Fairness," 128-167.
① Bies, R J. Indentifying Principles of Interactional Justice:The Case of Corporate Recruiting [A]. in Moving Beyond Equity Theory:New Direction in Research on Justice in Organization[R]. Chicago.1986.
② Greenberg Jerald,1993. The Social Side of Fairness: Interpersonal and Informational Classes of Organizational Justice [A]. In: Cropanzano Russell (Eds.).Justice in the Workplace: Approaching Fairness in Human Resource Management [C](79-103). Hillside, NJ: Erlbaum.
① Hochschild Arlie Russell. The managed heart:commercialization of human feeling [M]·Berkeley, CA: University of California Press,1983.
② Morris J A, Feldman D C. Managing emotions in the work place. Journal of Managerial Issues,1997,9(3):257-274
③ Ashforth B E, Humphrey R H. Emotional labor in service roles:The influence of identity. Academy of Management Review,1993,18(2):88-115
④ Morris J A, Feldman D C. The dimensions, antecedents, and consequences of emotional labor. Academv of Management Review,1996,21(4):966-1010
① Jones J R. An examination of the emotional labor construct and its effects on employee outcomes. Doctoral Dissertation, The University Of Nebraska-Lincoln,1998.1-17
② Zapf D. Emotional work and psychological well-being. A review of the literature and some conceptual considerations. Human Resource Management Review,2002,12:237-268
③张辉华,凌文辁.“情绪工作”研究概况[J].心理科学进展,2006,14(1)：111-119
④笔者根据陈栋、杨峰林，范庭卫等人论文总结出来的.
① Morris J A, Feldman D C. The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review,1996,21(4):966-1010
②杨林峰,于新年,范庭卫.情绪劳动结构维度初探[J].内蒙古农业大学学报,2008.
①杨林峰,于新年,范庭卫.情绪劳动结构维度初探[J].内蒙古农业大学学报,2008.
①凌茜,汪纯孝,韩小芸,刘义趁.组织氛围与员工的情感性劳动对服务质量的影响[J].旅游科学,2007.
① Bowen David E, Stephen W Gilliand and Robert Folger.HRM and service fairness:how being fair with employees spills over to customers [J]. Organizational Dynamics,1999,27(3):7-24.
②谢礼姗.组织公平性和信任感对护士心理受权的影响[J].中山大学学报.2007.
③ Pugh s Douglas. Service with a smile: Emotional contagion in the Service Encounter[J].Academy of Management Journal,2001,44(5),1018-1027.
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