【摘要 (中文/英文)】 服务补救对饭店服务质量影响重大,在一定程度上决定了饭店形象、经济收益和竞争实力。研究表明,授权管理措施是服务性企业提高服务补救质量的有效方法,其在企业内部的成功实施最终并不是取决于企业管理人员对员工采取的授权措施,而是员工的授权心态,即员工心理受权。根据心理受权管理理论,员工的心理受权感会直接影响员工的行为。心理受权感较高的员工会在工作中表现出更高的积极性,更有可能取得较好的工作绩效。那么,如何通过培训、奖励等人力资源管理措施,增强员工所感知的心理受权,进而提高饭店的服务补救质量,这是本文的主要研究目的。 本研究在对国内外大量相关文献进行回顾的基础上,结合我国饭店业自身特点,建立了一个基于心理受权的探讨培训、奖励与饭店服务补救质量关系的概念模型,提出了12项假设,以探索培训、奖励、心理受权及服务补救质量之间的关系。并在杭州市八家四星级、五星级饭店进行了问卷调查,进而通过规范、科学的实证研究方法,利用SPSS 13.0统计软件对概念模型进行检验,提出了以下经过实证分析的研究结论: 1、员工心理受权由工作意义、工作能力和个人影响力3个维度组成。 2、心理受权的3个维度工作意义、工作能力及个...更多人影响力对服务补救质量有不同程度的直接影响。 3、人力资源管理措施的培训对心理受权的工作意义、工作能力2个维度有显著的直接影响;奖励对员工心理受权的工作意义、工作能力和个人影响力3个维度有显著的直接影响。 4、心理受权在奖励、培训和服务补救质量之间起到中介作用。 最后,针对研究结论,本研究提出了结合我国饭店业实际的提高服务服务补救质量的管理建议,以及本研究的研究进展、局限和未来研究方向。 

 Service recovery, which is important to the hotel image, determines the marketing effect, economic income and competitiveness of hotels. Empowerment is the effective method of improving service quality, and the success of empowerment depends on the psychological empowerment. So the main issue of this study is how to reinforce psychological empowerment for the goal of improving hotel's service recovery quality. Based on literature review, the author proposes a causal model of the relationship between psychological empowerment and perceived service quality, surveys the service employees of six four-star or five-star hotels of Hangzhou city, and tests the model in an empirical study by using the statistic software of SPSS 13.0. The results of this study indicate that: 1.Psychological empowerment has three components, they are meaningful- ness, competence and influence; 2.Meaningfulness, competence and influence have different impacts on service recovery quality. 3.Training and reward are all the important antecedents of psychological empowerment, and have impact on service recovery quality. 4.Psychological empowerment mediates the relationship between training, reward and service recovery quality. The study can give the valuable suggestions to both the theorists and managers of hotels about how to build the sound training, and extrinsic reward system in a hotel and how to reinforce psychological empowerment for the goal of improving hotel's service recovery quality.

【关键词 (中文/英文)】 心理受权; 服务补救; 培训; 奖励

Psychological Empowerment; Service Recovery; Training; Reward