A Study On The Influential Of Hotel Staff's Perceived Organizational Support On Service Authenticity

With the rapid development of China's economy,there are more and more high-star hotels,and the competition is more and more fierce.When guests book a hotel,in addition to the hotel decoration style,leisure and other hardware facilities,the more important is the service attitude and level of staff in the hotel.So if the hotel wants to improve public praise,attract and cultivate more customers,it is necessary to understand the influencing factors of the sincerity of the service,so as to improve the service attitude of the employees.On the basis of organizational identification theory and social exchange theory,the author discusses the influence mechanism of employee's organizational support on service authenticity across the hierarchy,and uses the organizational identity and job satisfaction as mediator variables and employee authenticity as adjustment variables,to build the concept model of the study and put forward relevant assumptions.In empirical research,the author conducted a paired questionnaire survey on employees and guests of 11 hotels in Shanghai,Nanjing and Henan Province,and collected 66 valid questionnaires.Then SPSS 20.0 and HLM 6.08 software were used to conduct reliability analysis and correlation analysis on the recovered employee questionnaire and customer questionnaire,and a hierarchical linear model was constructed to investigate the cross-layer correlation,cross-layer mediation andadjustment effect between variables.The results show that :(1)employees' sense of organizational support has a positive impact on customer perception of employee service sincerity;(2)the higher the employees' sense of organizational support,the stronger their sense of organizational identity and job satisfaction will be.In addition,employees' organizational identity and job satisfaction can positively influence the perceived service authenticity;(3)both the organizational identity and job satisfaction of employees can positively influence the sense of support of the intermediary organization on the service authenticity perceived by customers;(4)employee authenticity can positively moderate the relationship between organizational identity and service authenticity.(5)the service authenticity perceived by customers will be affected by the age,service relations and working hours of hotel staff.In addition,based on the above results,the author also suggests that the hotel should improve the sense of organizational support and organizational identity of employees by caring for employees and rewarding their contributions,so as to enhance the sincere hospitality behavior of service staff.Finally,this paper summarizes the deficiencies and problems in this study,and puts forward further research suggestions for the perceived organizational support and service authenticity.