Research On The Influence Of Service Innovation Management On Employee Satisfaction And Loyalty In Star-rated Hotel

Today,the innovative economy already entered into everywhere of current society.The service innovation is not only belong to manager level's job of hotel,but every employee can become to the owner of it.In order to ensure every employee can work for service innovation smoothly and actively,manager level of hotel should provide some policy to manage service innovation.And this management policy would have influence on the employee satisfaction and loyalty of the hotel.This study set service innovation management as the important criteria which could influence the employee satisfaction and loyalty,according to the features of hotel industry,tried to find out how service innovation management could influence employee satisfaction and loyalty by the empirical analysis.This study hoped to provide some suggestion in order to help to improve employee satisfaction and loyalty of the hotel,and also provide sufficient support for academic research.This study collected some data from 6 high-star hotels in Xiamen by questionnaires,and used [IBM SPSS Statistics 20.0] on the data analysis of variance,correlation analysis,regression analysis and other statistical analysis.This study also explored how service innovation management could influence employee satisfaction and loyalty,and their relationship from some key factors.Finally this study achieved the following main conclusions:1 Star-rated hotel service innovation management in general had the significant positive correlation with employee satisfaction.2 Each dimension of Star-rated hotel service innovation management had different influence on employee satisfaction.Only innovation culture,emotional commitment,external motivation and organization guarantee had significant positive effects on employee satisfaction.3 Star-rated hotel service innovation management in general had the significant positive correlation with employee loyalty.4 Each dimension of Star-rated hotel service innovation management had different influence on employee loyalty.Only innovation culture,emotional commitment,organization guarantee had significant positive effects on employee loyalty.Based on above conclusions,this study provided some management suggestion to improve the employee satisfaction and loyalty of Star-rated hotel,and also provided practical guidance to retain the excellent employee in hotel.