分类号：F719论文编号：2007460101023贵州大学2009届硕士研究生学位论文基于心理契约分析的饭店员工流失对策研究学科专业：工商管理研究方向：人力资源管理导师龚晓宽研究生：毛宗清中国•贵州•贵阳2009年12月Summary...................................................................................................................................3刖吞...................................................................61•国内外研究动态.......................................................8密级：_________________1」心理契约研究概述..................................................81」」心理契约的提出与发展..........................................81.1.2心理契约的形成过程............................................9L1.3心理契约的内容与特点...........................................91.2员工流失研究概述...................................................10121员工流失的定义与分类............................................101.2.2影响员工流失的因素.............................................112.我国饭店员工流失的现状分析...........................................132」饭店员工流失现状...................................................132.1.1饭店员工流失率偏高.............................................132.1.2不同星级与类型的饭店员工流失率差异明显.........................142.2员工流失对饭店经营的影响...........................................142.2.1导致饭店经营能力的下降.........................................142.2.2导致饭店工作绩效的降低.........................................152.2.3导致客源流失与商业机密的泄漏...................................152.3饭店员工流失的原因分析.............................................162.3.1社会经济文化因素...............................................162.3.2组织及工作因素.................................................162.3.3个人因素.......................................................173.心理契约对防止饭店员工流失的作用分析.................................193」理论研究...........................................................193.1.1不同类型饭店员工的心理契约特征.................................193.1.2饭店员工流失与心理契约的关系...................................203.2实证研究...........................................................213.2.1国外实证研究成果...............................................213.2.2对本市部分酒店的调查研究.......................................224•基于心理契约分析的处理饭店员工流失问题的对策.........................274」处理员工流失问题的战略选择........................................274.1.1选择心理契约全程管理的必要性.....................................274.1.2心理契约全程管理的内容和特点.....................................274.2构建心理契约全程管理处理饭店员工流失问题的对策.....................284.2.1针对心理契约探索期的管理.........................................284.2.2针对心理契约建立期的管理.........................................304.2.3针对心理契约认同期的管理.........................................314.2.4针对心理契约默契期的管理.........................................344.2.5针对心理契约危机期的管理.........................................37结论...............................................................41参考文献...............................................................42附录...............................................................46致谢................................................................