桂林高星级饭店员工角色问题的研究

20044152JournalofGuilinInstituteofTourismApr.,2004Vol.15No.2[]a,,(,541004)[];;[],:,,[]F592.6[]A[]100826080(2004)0220067204AStudyontheStaffRolesinGuilinHigh-starHotelsHUANGYan2ling,WANGHua,SHENGFeng(TouristManagementSchoolofGuilinInstituteofTechnology)Keywords:hotel;management;humanresourcesAbstract:Throughtheresearchofhigh2starhotelsinGuilin,theauthorproposestheprob2lemsinthesehotelsandofferedsomesolutions.Theseproblemsare:1)Theroleloadofem2ployeeisserious.2)Thedegreeofroleambiguityofemployeeisdeep.3)Theroleconflictofemployeeisobvious.Theseproblemsseriouslyaffecthotels’management,sosomesolutionsareproposed.Forexample,necessaryactionsshallbetakentoimprovetheservicequalityofhigh2starhotelsinGuilinandcustomersatisfactionandconsequentlyhotelindustryshallplayamoreimportantroleineconomicdevelopment.,,(1),,,,(),:,,47.37%,31.58%,;,84133%,;,26132%;44121%,20%,98a[]2004202215[](19762),,,,;(19672),,,,;(1977-),,,©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.:150115.79%:95%1340%4622.11%622.11%,?,,,,,,,,,(),51.58%,68143%,,,,,,,,(ES),,,,63.16%,64113%,,09©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(),75.79%,,61.05%,,,,(DouglasN.Behrman)(WilliamD.Perreault):,,()3,,,,:,,,?:(1),,,,,,(2),,(3),,,,;,,,(),,(JeffreyP.Feffer):,(MarryJ.Bitner):,,,,,,,,,,,PDCA:1PPLAN:,2DDO:;;,3CCHECK:,4AACT:,,;,,,,,,,,,(),,19©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(DavidE.Bowen)(EdwardE.Lawer):,,,,,(),,,,,,?,(AmiyaK.Basu),,,,,,(),,,,32.63%,63.16%,,,,,,,,,,,,,,,,,,,,,,(HL),,,,,,,,,:[1]JohnstnMarkW.,ParasuramanA.,FutrellCharlesM.,andBlackWilliamC.,ALongitudinalAssessmentoftheImpactofSelectedOrga2nizationalInfluencesonSalaspeople’sOrganizationalCommitmentDuringEarlyEmployment[J],JournalofMarketingResearch,August1990.[2],.[M].:,1999.[3]BaronSteve,andKimHarris,ServicesMarketing[M].NewYork,NY:MacmillanPress,1995.[4]HartlineMichael,andFerrellO.C,TheManagementofCustomerCon2tractServiceEmployees,AnEmpiricalInvestigation[J],JournalofMar2keting,October1996.[:]29©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.