Employee Engagement and Personal Performance in Hotel Service Industry of China

摘要：

To investigate the status of employee engagement and its effects on service performance in China hotel industry, the total of 402 samples are collected from full-time employees in 8 hotels in China by Multiple Employee Engagement Inventory (MEEI). The results show that the hotel employee engagement is significantly different with professional characteristics in age, education level, work position, length of service and salary. Generally speaking, the employee engagement increases with age, education level, work position, length of service and salary. However, the senior managers with higher education and the staff whose length of service is 11 to 15 years appear unusual decline in engagement. The performances of the groups with different level of employee engagement are significantly different, i.e., the higher the employee engagement, the better the performance. In conclusion, employee engagement with industrial characteristics is a significant predictor of staff performance in hotel, and besides, the demographic variables, and some other comprehensive factors impacting employee engagement, such as the organization change and career planning, should be further considered for future research.

关键词： employee engagement hotel service industry performance

作者: ZENG Hui ZHOU Xiang HAN Jing-lun

作者单位: Taida School,NanKai University,Tianjin 300071,China Zhou Enlai School of Government,NanKai University,Tianjin,300071,China Business School,NanKai University,Tianjin 300071,China

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 710-715

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）