The Research On The Relationship Between Social Capital,Job Satisfaction And Job Performance On The Frontline Employees

The frontline staff of hotel service has been well-known as one of the most important parts in the hotel's running and management and ensuring the quality of service.From the perspective of the frontline employees' social capital,this study explored the relationship among the frontline staffs social capital,their job satisfaction and job performance.Furthermore,the theory on the frontline employee's human resources management were presented,which can improve the performance of the frontline employees and the operational efficiency of hotel.To begin with,this paper summarized the literature review on hotel staffs social capital,job satisfaction and job performance.Then,the social capital was divided into three dimensions,namely,structural dimension,relational dimension and cognitive dimension.Therefore,the factors that influenced front-line employees' social capital can be primarily determined.Moreover,the social capital table was further improved by combining the results from pre-questionnaire and experts' opinions.Meanwhile,based on this investigation approach,400 hotel front-line staff were investigated,and the data collected from the questionnaire were analyzed by using SPSS 17.0 and AMOS21.0.The main conclusions were as follows:Firstly,the concept of social capital was emphasized by hotels frontline employees in their work.When this social capital was fully used,it can be generally measured by three dimensions,the structural dimension,relational dimension and cognitive dimension,respectively.Secondly,there are significant differences in the scores on the structural dimension,the work itself,the peripheral performance and task performance,for partial hotel frontline employees who can apply certain demographic characteristics.Thirdly,social capital has a significant positive impact on hotel frontline employees'job satisfaction.The three dimensions,including the structural dimension,relational dimension,cognitive dimension of hotels frontline employees all positively affected the hotel frontline employees' job satisfaction.Fourthly,the social capital of hotel frontline employees has a significant positive impact on their job performance.The three dimensions of hotel frontline staff,which are structural dimension,relational dimension and cognitive dimension,have positive effects on the performance of hotel frontline employees.Fifthly,the direct impact of job satisfaction on job performance is significant,but it may have other impacts on employees performance under the influence of other relevant variables.Based on the research conclusion above,scientific methods and polices should applied by hotel managers to make full use of the frontline employees' social capital resources.,Also,the hotel managers should pay attention to the management of hotel staff,promote the hotel staff's job satisfaction from the aspect of the work itself,salary and promotion opportunities and direct supervisor and colleague relationships,and improve the contextual performance and task performance.Therefore,effective and scientific management of the hotel business can be achieved.