摘 要
酒店行业快速的发展需要人才的支撑，然而当前酒店员工离职的现象愈见
严重，这一现象的发生对酒店行业管理经营产生较大的负面影响。作为高度服
务行业的酒店行业，其员工的工作态度将直接影响到酒店的服务质量，而员工
的稳定性又决定了酒店的服务质量，越是拥有稳定的员工队伍的酒店越能够提
供优质的服务质量给顾客，相反，则会大大降低酒店的服务质量。因此，注重
加强酒店员工的稳定性、吸引和留住人才，对于提高酒店行业竞争力有着重要
作用，是酒店业管理人员亟待引起重视的课题。本论文选择 A酒店作为研究对
象，从组织行为学与人力资源理论出发，借鉴国内外相关研究成果，基于深度
访谈的，结合 Price-Mueller模型来对调查问卷进行设计，对该酒店近年来离职
的人员进行抽样调查，收集第一手问卷调查数据，对员工离职现状进行分析与
探讨总结导致员工离职的众多原因。最后针对酒店现存在的众多问题提出可行
的措施和对策。
研究表明 A酒店员工的离职原因主要包括企业因素，环境因素和个体因素
三个方面，其中企业因素主要包括员工工作没有自主性和归属感，薪酬制度不
合理，薪酬水平较低，缺乏员工职业发展规划等；环境因素主要有：社会对于
酒店行业普遍持不认可的态度，并且员工存在较多的外部就业机会；个人因素
方面造成高离职率的原因主要有酒店忽视员工的精神与情感满足，以及员工的
工作压力过大等。对此提出的具体对策包括：营造企业文化，完善绩效管理体
系，制定员工职业发展计划。建立有效的激励机制，完善员工诚信档案。满足
员工情感需求，缓解员工工作压力等。
关键词：员工离职；员工满意度；组织承诺；激励机制
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Abstract
With the rapid development of the tertiary industry, the hotel industry has
played an important role. The rapid development of the hotel industry needs the
support of talents. However, the phenomenon of hotel employees' resignation is
becoming more and more serious, which has a great negative impact on the
management and operation of the hotel industry. Therefore, paying attention to
strengthening the stability of hotel employees plays an important role in improving
the competitiveness of the hotel industry. The hotel industry is a highly service
industry. The working attitude of internal employees is closely related to their
service quality. The service quality of the hotel depends on the stability of employees.
The better the stability of employees, the higher the service quality, and vice versa.
Starting from organizational behavior and human resources theory, this paper
selects the perspective of employee satisfaction, draws lessons from relevant
research results at home and abroad, designs a questionnaire based on price Mueller
model, collects first-hand questionnaire survey data, and analyzes and discusses
employee turnover types, employee turnover intention and employee turnover status,
Seek and summarize many reasons for employee turnover. The analysis shows that
the reasons for employees' resignation mainly include enterprise factors,
environmental factors and individual factors. Among them, enterprise factors mainly
include employees' lack of autonomy and sense of belonging, unreasonable salary
system, low salary level, lack of employee career development planning, etc;
Environmental factors mainly include: society generally does not recognize the hotel
industry, and employees have more external employment opportunities; In terms of
personal factors, the main reasons for the high turnover rate are that the hotel ignores
the spiritual and emotional satisfaction of employees, as well as the excessive work
pressure of employees. Finally, it puts forward feasible measures and
Countermeasures for the existing problems of the hotel.
Key words: Staff turnover; Organizational commitment; Employee satisfaction;
encouragement mechanism
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目录
第一章绪论 ...............................................................................................................1
1.1选题背景 .......................................................................................................1
1.2研究意义 .......................................................................................................3
1.3研究方法 .......................................................................................................5
1.4研究内容 .......................................................................................................5
1.5研究思路及研究框架 ...................................................................................6
第二章概念界定和理论依据 ...................................................................................8
2.1员工离职的概念界定 ...................................................................................8
2.2员工离职相关研究综述 ...............................................................................8
2.2.1员工离职倾向研究 .............................................................................8
2.2.2员工离职倾向的影响因素 .................................................................9
2.3 Price-Mueller模型相关研究综述 ..............................................................11
2.3.1 Price-Mueller模型的定义................................................................11
2.3.2 Price-Mueller模型的变量................................................................12
2.4相关研究评述 .............................................................................................14
第三章 A酒店人力资源离职现状分析 .................................................................15
3.1 A酒店经营概况与特点 .............................................................................15
3.1.1 A酒店经营概况 ...............................................................................15
3.1.2 A酒店的行业代表性 .......................................................................16
3.2 A酒店现阶段员工构成现状 .....................................................................17
3.2.1 A酒店员工岗位分布 .......................................................................17
3.2.2 A酒店员工性别构成 .......................................................................17
3.2.3 A酒店员工年龄构成 .......................................................................18
3.2.4 A酒店员工文化程度结构 ...............................................................19
3.3 A酒店员工离职现状 .................................................................................19
3.4 A酒店员工离职对酒店的影响.................................................................22
3.4.1对酒店人力资源体系的不利影响 ...................................................22
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