中国豪华饭店员工满意度研究——基于首批白金五星级饭店创建试点单位的调查报告

本文以首批创建白金五星级试点饭店为例,抽取相关饭店员工问卷样本进行满意度分析,采用SPSS13.0统计软件对员工是否满意、满意与不满意的因素并结合个人信息进行T检验和方差分析,以期对我国豪华饭店员工满意度现状进行评析并提出相关改进建议.     

宾馆员工薪酬满意感影响因素的实证研究

作者在广东对10家宾馆进行了一次实证研究,探讨宾馆薪酬管理公平性、员工的薪酬比较结果对员工的薪酬满意感的影响。数据分析结果表明：薪酬管理公平性是影响员工的薪酬满意感的重要因素;员工的薪酬比较结果对他们的薪酬满意感有显著的影响。     

服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例

在研究了大量国内外相关文献的基础上,本文构建了服务公平性对旅游者忠诚的作用机理模型。通过对武夷山观光旅游者问卷调查获取的数据,实证了服务公平性、服务质量、感知价值、旅游者满意之间的相互关系及其对旅游者忠诚的影响。研究发现,服务公平性通过服务质量、感知价值和旅游者满意三个中介变量对旅游者忠诚产生间接影响,共有四条影响路径：（1）服务公平性—服务质量—旅游者满意—旅游者忠诚;（2）服务公平性—服务质量—感知价值—旅游者满意—旅游者忠诚;（3）服务公平性—感知价值—旅游者满意—旅游者忠诚;（4）服务公平性—旅游者满意—旅游者忠诚。同时,发现旅游者忠诚的重游倾向与口碑宣传两个维度之间存在递进关系。     

顾客期望管理及其对旅行社员工认同感、胜任感、责任感的影响——以广州为例

本文从员工角度对广州两家大型旅行社的顾客期望管理措施进行调查,通过实证研究的方式深入分析顾客期望管理的构成因素,并在此基础上探讨了顾客期望管理措施对员工的企业认同感、工作胜任感、工作责任感的影响。研究结果表明：顾客期望管理由评估与分析顾客需求、培训和激励员工、给予顾客正确期望等3个因子构成;顾客期望管理措施对员工的企业认同感、工作胜任感、工作责任感有显著的影响。     

大理古城民居客栈中外游客满意度对比研究

选取大理古城民居客栈作为研究对象,尝试建立大理古城民居客栈游客满意度测评体系,通过对大理古城民居客栈的中外游客满意度调查,采用实证研究、横向比较相结合的方法,对比分析中外游客满意度,以期对类似民居客栈业的发展有积极的指导作用。研究表明:中外游客对大理古城民居客栈的产品与服务是持肯定态度的;中国游客对大理古城民居客栈的总体满意度普遍高于外国游客;中外游客都对大理古城民居客栈表示了很高的忠诚度。     

北京城市建成环境对居民宜居满意度的影响

基于2013年宜居北京大规模问卷调查数据和北京市基础地理信息数据,探讨了北京市居民宜居满意度的空间特征,并运用多层线性模型进一步分析城市建成环境对居民宜居满意度的影响。研究发现,北京市宜居满意度总体良好,空间分布存在中心高边缘低的特征。城市建成环境对居民宜居满意度存在显著影响。其中,丰富多样的服务设施、适宜的人口密度以及便捷的公共交通能够促进居民宜居满意度提升,而单一的土地利用和邻近商业中心则会降低居民宜居满意度。除此之外,城市建成环境对宜居满意度的影响在空间上存在异质性,同时建成环境对宜居满意度的影响在不同阶层中存在差异性,人口密度和服务设施多样性对中低收入群体的宜居满意度提升明显。     

Post-industrial division of labour as a systemic barrier for immigrants in the Swedish labour market

Differences in labour force participation and unemployment rates between indigenous populations and immigrants are common throughout Europe, but the gap seems to be particularly wide in Sweden. Based on studies of workplaces that traditionally employed large numbers of immigrants, but where they are now declining, it is argued that a driving force behind this process of exclusion is to be found in technological and organisational changes. These changes seem to be more pervasive in the Swedish labour market than in other economies in Europe. What is sometimes called the ‘Swedish model of working life’ has turned into the systemic exclusion of immigrant labour.     

Tacit differences,ethnicity and neoliberalism: Polish migrant mothers in German cities

This article presents an inquiry into which tacit differences are relevant for how people make sense of encounters with others in urban settings, and how, if at all, they are translated into ethnic categories understood as ‘basic operators’ in everyday life. Drawing from our interviews with twenty Polish mothers living in Berlin and Munich, we argue that what our research participants distinguish as ‘typically Polish’ or ‘typically German’ is not necessarily connected to some ethnically specific ways of working or mothering, but, rather, significantly structured by locally specific forms of neoliberalism. By asking what kind of difference becomes understood as ethnic difference and how this process of demarcation occurs, this article adds to the strand of intersectional approaches that theorise the notion of difference, recognise heterogeneity of individual categories and render them suspect.     

Too precarious to be inclusive? Hotel maid employment in Spain

ABSTRACT

Hoteliers have steadily been able to reduce costs and increase employees’ workload as a result of mass unemployment sparked by the financial crisis, beginning in 2008, and associated legislative reforms by the Spanish government. Outsourcing has been hotels’ main instrument in this drive. Hotel chambermaids are among the groups most affected by this phenomenon. This article analyses the impacts of outsourcing on hotel maids’ working conditions, while questioning the possibilities for achieving inclusive tourism given the current outsourcing trend. It is based on 44 in-depth interviews with a range of informants, including 24 hotel maids who have experienced the process of outsourcing, in major Spanish tourism destinations. This study aims to understand the changes these workers have experienced and perceived in their working conditions. The research results highlight a marked deterioration in hotel maids’ working conditions in recent years, most notably involving (a) a reduction in their salary and the loss of professional categories, (b) work overload, (c) greater uncertainty in the duration of employment, timetables and work schedule, (d) de-professionalisation, (e) segmentation, division and an increase in competition between hotel staff, (f) the accentuation of health problems and (g) a decrease in the capacity of representation and the defence of workers’ collective interests.     

Sukli: uneven exchanges of care work of children left behind in Filipino transnational families

ABSTRACT

This article explores the complicated affective realities of children in the Philippines who engage in the labour of caring from the place of being ‘left behind’. I explore how children demonstrate care for their migrant mothers through various schooling tasks, undergirded by emotional dissonance, and often not through an idealized notion of love or tenderness. These acts demonstrate children allocate care work in transnational families in spite of complex emotional underpinnings I argue that the emotionality in those acts may be anger or frustration but children left behind are making sense of their labour through a culturally localized concept called sukli that connotes uneven exchange in care work to maintain the operations of a transnational family. The paper adds to our understanding of children’s affective experiences of migration within an Asian context.