三亚高星级酒店非正式群体管理研究酒店管理本科.doc

2012年度本科生毕业论文 学 院： 旅游管理学院 专 业： 旅游管理（酒店方向） 年 级： 2008级  2012 Annual Graduation Thesis (Project) of the College Undergraduate Study of Informal Groups of Five-star Hotels In Sanya Department: Tourism Management Major: Hotel Management Grade: 2008 摘 要 酒店员工在遵循酒店以及部门的规章制度的同时会融入一些不同于正式组织的“小圈子”“小团体”以获得自身心理情感上的需要，这就是酒店非正式群体。非正式群体通过影响酒店员工的工作积极性，产生重要的影响。staff generally attaches themselves into small circles small groups’ to meet psychological emotional needs while adhering to hotel rules and regulations. Those small groups small circles are called Informal Groups. Informal groups inside hotels have an important influence on both of working efficiency and staff enthusiasm. Therefore, how to properly guide informal groups inside hotels and how to take advantage of the impact of Informal groups to excite the work enthusiasms of staff and to obtain higher efficiency will be what managerial are focusing on. Taking the domestic and foreign study on the related theories of informal groups as a foundation, This paper firstly designed a questionnaire” Impact of informal groups survey questionnaire to Sanya five-star hotels employees as the research object. Through the investigation and study, and using factor analysis and regression analysis statistical method, found that situations(1)Informal groups inside Sonya hotels have a great influence on organizational communication, organizational performance, organizational cohesion, sense of belonging to the staff and the organization conflict and so on. (2) Among these five aspects of the impact, organizational communication is the biggest one, followed by the organizational performance and organizational cohesion, what next is a sense of belonging to the staff, the hotel organizational conflict affected. Through the investigation of sample statistics also found the number of intern from tourism colleges take a large proportion of the whole hotel staff, edu