A Study On The Relationship Among Hotel Organizational Climate, Organizational Commitment And Job Satisfaction

The hotel belongs to the high interactive service enterprise for customers and hotel employees almost interact within the whole service process. As the main components of hotel service quality, the spiritual and emotional state or behavior of hotel employees will definitely have a direct impact on customers' experience. However, there are great conflicts between the particularity of hotel job (including working hours, working role and job character) and employees' personality. Thus it requires hotel attach importance to organizational climate management and strive to create a favorable organizational climate.Based on Lewin's Field Theory, the thesis aims to explore the logic relationship among hotel organizational climate, organizational commitment and job satisfaction. Firstly, through literature review on organizational climate, organizational commitment, job satisfaction and recent research development and findings, the thesis constructs the concept frame of hotel organizational climate. Secondly, by content analysis of in-depth interview with 12 hotel managers and experts, main factor of hotel organizational climate are abstracted and research model and hypotheses are proposed. Finally, by analysis of research data, which is collected from 217 hotel employees, with SPSS 16.0 & AMOS 17.0, the hypotheses are examined and the research model was modified. The main conclusions are as follows: (1) hotel organizational climate includes 7 dimensions, which are rule clarity, supervisory support, job autonomy, career development, interpersonal relations, warmth and teamwork; (2) hotel employees have a low perception level of organizational climate, organizational commitment and job satisfaction, which means that it's necessary to attach great importance to hotel work climate management; (3) hotel organizational climate has an indirect positive effect on job satisfaction by mediate effect of organizational commitment. Finally, it specifically expounds in detail four strategies on hotel organizational climate management including adhering to employee oriented principle, establishing a well-regulated management order, creating a pleasant and relaxing working environment and maintaining friendly interpersonal relations.