Star Hotel Staff In Fujian Factors Affecting The Effectiveness Of Services Research

With the rapid growth of the hotel , hotel industry competition is more fierce, and experienced from spell hardware to spell service process.To improve hotel service quality, hotel companies enhance education and training programs for every employee who is responsible for customer service. However, these efforts focus on improving the service skills of individual employees,but not the interpersonal relationships among employees.This indicates the need to study the relationship among employees in the hotel industry to improve the effectiveness of service. So to find out the influence of service effectiveness among employees put forward appears very important.Based on the above goal, according to the domestic and foreign research situation and the domestic high star-rated hotels present situation of the service employee effectiveness, this paper adopted theory research and empirical research method.we referenced the influence factors of service effectiveness between employees and proposed 15 hypotheses .Then we surveyed 215 employees who are the high star-rated hotel staffs by questionnaire. After the reliability analysis the data is reliable, and then through the factor analysis proof each factor design topic items are reasonable, and then used the method of correlation analysis analyze conflict, communication, balanced power,shared values between trust, cooperation relationship, and analyzes the relationship between trust and cooperation, finally analyzes the previously mentioned six factors and the service effectiveness of the relationship.Through the above analysis we found the following conclusions : 1, the conflict among the hotel employees have negative influence to the trust and cooperation; the communication among the hotel employees have positive influence to the trust and cooperation; balanced power and the trust among the hotel employees have no correlation , but balanced power has a part of positive influence to the cooperation; shared values among hotel employees has a part of positive effect to the trust, but it has positive influence the cooperation. 2,The trust and cooperation among hotel employees have positive influence to the service effectiveness but conflict also has negative influence to the service effectiveness;communication, balanced power, shared values have a part of positive influence to the service effectiveness . Based on these findings, we have proposed a number of specific strategies and some future research directions.