第61期双周论坛 - 华盛顿州立大学Jenny Kim教授主讲《服务行业员工职业倦怠研究历史与现状》

发稿时间 :2016-07-11浏览次数:321

本次双周论坛由来自华盛顿州立大学的Jenny Kim教授主讲,Jenny Kim教授长期担任服务管理等本科和研究生课程的教学工作,她的研究主要涉及服务业人力资源管理和营销领域。本次Kim教授为我们带了她发表在International Journal of Hospitality Management期刊上的两篇文章<Hotel job burnout: The role of personality Characteristics>与<Extending the challenge-hindrance stressor framework: The role of psychological capital>,围绕服务行业员工职业倦怠的话题较为详细地阐述了其历来研究和目前研究发展现状。本次论坛由张坤老师主持,来自旅游与服务学院的硕士生、博士生参加了此次双周论坛。

点击查看原图

论坛在一个轻松愉悦的氛围下开始,Jenny Kim教授首先做了自我介绍,提及华盛顿州立大学不在华盛顿引得大家的会心一笑,接着她向我们阐述了关于职业倦怠(Job burnout)这个概念的由来和相关理论模型的发展, 自1974年这个概念提出以来,学者们提出了许多将工作特征(Job characteristic)作为职业倦怠前因变量的理论模型,涉及工作要求、工作控制、工作支持、工作资源等具体变量,但是对于个体特征(individual factor)相关的研究一直较少,Jenny Kim教授将个性特征(personality)引入研究中,用大五人格(big five)作为测量模型探究了不同的人格特质作为前因变量对职业倦怠具体三个指标——情绪耗竭(emotional exhaustion)、去个性化(cynicism)和职业效能感(professional efficacy)的影响,研究结果表明个性特征作为变量对职业倦怠的三个指标都有显著影响,其中宜人性(agreeableness)人格的可预测性更为明显。在Kim教授的另一篇文章中,针对职业倦怠的挑战性——阻碍性压力模型(challenge-hindrance stressor framework),Jenny Kim教授将心理资本(psychological capital)引入其中作为调节变量,她的研究发现员工的心理资本有效缓解了工作上的挑战性和阻碍性压力,在具体的调节作用上,挑战性和阻碍性压力呈现出不同的特征。

在讲座的最后,同学就这两篇论文的一些问题与Jenny Kim讲授展开了热烈的讨论。本次讲座使同学们获益良多,对于服务业人力资源的一些概念有了较为详细的了解,也对专业论文的写作收获了一些技巧。


主讲嘉宾介绍:

Dr. Jenny Kim is a professor and Craig Schafer Fellow in the School of Hospitality Business Management at Washington State University. Dr. Kim teaches both undergraduate and graduate students in the subject of services management. Her areas of interest include the impact of individual differences and job characteristics on hospitality work-related outcomes such as service behavior, burnout/coping, and emotional labor; and topics on service marketing using variables of service quality, value, customer satisfaction, and branding. Her research work appears in leading hospitality/service and tourism journals, including International Journal of Hospitality Management, Journal of Hospitality and Tourism Research, Tourism Management, Tourism Economics, and Service Industries Journal. Her research has been presented at numerous hospitality and tourism conferences. She is currently the Co-Executive Editor of Journal of Hospitality and Tourism Education.