饭店业一线员工情绪失调、薪酬与晋升对工作满意度和离职倾向的作用机制研究：组织支持感的调节作用

摘要

This paper was based on 400 frontline service providers gathered from Dalian＇s 15 hotels to analyze the effects of emotional dissonance,promotion chances,salary and the moderating effects of perceived organizational support in the course of decision of job satisfaction and turnover intention by using hierarchical regression analysis.The results of the analysis indicates that the factors that affect job satisfaction are negative emotional dissonance,perceived organizational support,and promotion chances;the factors that affect turnover intention are salary and promotion chances;perceived organizational support moderates the relationship between positive emotional dissonance and job satisfaction;and it also moderates the effect of promotion chances on turnover intention.On this basis,we made some specific recommendations to the hotel catering enterprises.%本文选择了大连市15家饭店的400名一线服务人员作为抽样对象,然后运用阶层回归的方法分析了我国饭店业一线员工的情绪失调、薪酬和晋升对员工离职倾向和工作满意度的影响,并进一步检验了组织支持感在决定员工工作满意度和离职倾向中的调节效应。研究结果显示：（1）影响员工工作满意度的因素包括负向情绪失调、组织支持感和晋升;（2）影响员工离职倾向的因素包括薪酬和晋升;（3）组织支持感调节员工正向情绪失调与工作满意度之间,以及晋升机会与员工离职倾向间的关系。在此基础上,对饭店企业提出了一些有针对性的建议。