The Research On The Relationship Among Empolyee Job Satisfaction, Employee Engagement And Service Behavior

The hotel industry is perfectly competitive industry whose profitability is generally very low, thus the enterprises must improve the quality of service if they want to develop in this intense environment. An effective way is to constantly improve the quality of employee service, especially the front-line employee.The objective of this thesis is that on the basis of reviewing among job satisfaction, employee engagement and service behavior, finding out the relationship of job satisfaction, employee engagement and service behavior by empirical study of hotel front-line employee's job satisfaction, employee engagement and service behavior which reveals the significant factors affecting the service behavior of hotel employee, and provides evidences accurately for human resources management of hotel industry.Firstly, according to the classical theory of organizational behavior, assuming that both job satisfaction and employee engagement has positive correlation with service behavior of front-line employee, also the job satisfaction has an effect on employee engagement.Then we survey the front-line employee with a questionnaire, and statistically analyzed the data from the survey with a Statistic analysis software SPSS.Ultimately, the thesis carries correlation analysis and regression analysis on analyzing the employee satisfaction, employee engagement and service behavior. Then we construct and improve the employee service behavior model.According to the results, job satisfaction and employee engagement will both have positive correlation on employee service behavior, and job satisfaction has more effect on service behavior than employee engagement does. Besides, job satisfaction not only has direct influence on service behavior, but also job satisfaction has indirect impact on service behavior through employee engagement.In pursuance of the results of empirical research we find out that the four job satisfaction aspects which affect the front-line employees service behavior most are "teamwork", "Interest in the work and the sense of accomplishment", "the management system of enterprises and equitable performance", and "supportive supervisor"; Additionally, the satisfaction of "Compensation & Benefit" and "working conditions" have relatively big influence on employee engagement but weak influence on service behavior; the satisfaction of "training" has relatively small influence on both employee engagement and service behavior.