旅游景区星级酒店一线员工忠诚度影响因素研究

摘要

Job satisfaction questionnaire, job stress scale, loyalty questionnaire are applied to investigate frontline staffs’loyalty and its influencing factors in a star-hotel in Leshan tourism area.The results show that 1 ) the star-hotel frontline staffs’loyalty is good on the whole; 2 ) from the prospective of demographic variables , male staffs’loyalty is better than that of female; ages, working years, positions and income can be positively used to predict staffs’loyalty;3) job satisfaction can be positively used to predict staffs’loyalty and each factors; job stress can be negatively used to predict staffs’affective loyalty and action loyalty, and job stress shows a significant regulating effect between job satisfaction and staffs’loyalty and its each factors.%采用调查问卷探讨了四川省乐山市旅游景区星级酒店一线员工忠诚度现状及影响因素，发现：1）旅游景区星级酒店一线员工忠诚度良好；2）从人口统计学变量对员工忠诚度影响看，男性员工忠诚度大于女性，年龄、工龄、职位、收入能正向预测员工忠诚度；3）工作满意度正向预测员工忠诚度总分及其各个因子，工作压力负向预测员工态度忠诚和行为忠诚，工作压力在工作满意度与忠诚度总分及其各个因子间的调节作用显著。