Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees
Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees
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留住酒店员工作为内部顾客：组织承诺对员工态度和行为忠诚度的影响
DOI：
10.1016/j.ijhm.2018.03.018
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发表时间：
2019
影响因子：
11.7
通讯作者：
Wei Yigang
中科院分区：
文献类型：
--
作者：
Yao Tang;Qiu Qi;Wei Yigang
员工流动率高一直是酒店从业者和学者关注的问题。之前的研究更多地关注通过改善经济激励来减少员工流动率。然而，心理激励现在越来越受到关注。本研究旨在分析影响酒店业员工态度和行为忠诚的心理机制。本研究运用组织承诺理论，将酒店员工视为内部顾客，构建并验证了概念框架。观察到几个重要的发现。首先，情感、规范和持续承诺对员工的态度和行为忠诚度具有明显且不同的影响。其次，员工的态度忠诚显着促进行为忠诚。第三，酒店业员工的信任和满意度是组织承诺三个维度的重要前提。这些发现对于管理酒店员工流动率和改善员工的心理成就，从而提高态度和行为忠诚度具有重要意义。
High employee turnover has been a concern of the hotel practitioners and academics. Previous research more focused on reducing employee turnover by improving economic incentives. However, psychological incentives are getting more concerned now. This study aims to analyze the psychological mechanism affecting the attitudinal and behavioral loyalty of employees in hotel sector. This study uses organizational commitment theory and regards the hotel employee as an internal customer to construct and verify a conceptual framework. Several important findings are observed. First, affective, normative, and continuance commitment have apparent and varying effects on the attitudinal and behavioral loyalty of employees. Second, the attitudinal loyalty of employees significantly promotes behavioral loyalty. Third, employee trust and satisfaction in hotel sector are vital antecedents of the three dimensions of organizational commitment. These findings have important implications for managing hotel employee turnover and improving the psychological achievements of employees to consequently enhance attitudinal and behavioral loyalty.
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影响因子：
0.6
作者：
Ali Abbaas Albdour;Ikhlas I. Altarawneh
通讯作者：
Ali Abbaas Albdour;Ikhlas I. Altarawneh
影响因子：
2.3
作者：
Yi-Feng Yang
通讯作者：
Yi-Feng Yang
DOI：
10.1108/17410401011038919
发表时间：
2010-04
影响因子：
3.1
作者：
Jonathan H. Westover;Andrew R. Westover;L. Westover
通讯作者：
Jonathan H. Westover;Andrew R. Westover;L. Westover
影响因子：
10.6
作者：
Bart Larivière;T. Keiningham;B. Cooil;Lerzan Aksoy;E. Malthouse
通讯作者：
Bart Larivière;T. Keiningham;B. Cooil;Lerzan Aksoy;E. Malthouse
DOI：
10.1057/palgrave.jt.5740080
发表时间：
2003
期刊：
Journal of Targeting, Measurement and Analysis for Marketing
影响因子：
--
作者：
R. McMullan;A. Gilmore
通讯作者：
R. McMullan;A. Gilmore