服务业员工安全行为模型构建与实证研究

为探索服务业员工安全行为的影响因素和作用机制,提升服务业安全绩效,本文首先采用结构方程模型方法构建服务业员工安全行为的假设模型;然后采用经过修订的信效度较高的成熟量表,在北京、上海等地的9家五星级酒店进行问卷调查;最后对研究假设进行实证检验,得到服务业员工安全行为的影响因素和作业路径。研究表明:服务安全主体中的服务安全培训、服务设备条件和员工身体状态对安全遵守行为产生直接影响,员工精神状态对安全遵守行为和安全参与行为均有直接影响。服务安全管理中的管理层重视度作用于服务作业流程和设备维护制度,经由服务安全主体影响员工安全行为。

Researcher on Model Structuring and Empirical Verification of Safety Behavior for Service Industry Employees

In order to explore the influence factors and action mechanism of staff safety behavior of service enterprise and improve the safety performance,a hypothesis model for the safety behavior of service staff is constructed using structural equation modeling.The questionnaire surveys are carried out in 9 five-star hotels in several cities such as Beijing and Shanghai using the revised and believable scale.The influence factors and operation route are concluded after hypothesis is verified.The results show that service safety training,service equipment conditions and employee body condition in service safety entity have a direct impact on safety compliance behavior;that employee mental state has a direct impact on safety compliance behavior and safety participation behavior;that the degree of emphasis of management layer in service safety management has a direct impact on operation process and equipment maintain system and has an indirect impact on employee's safety behaviors by service safety entity.