ĐO LƯỜNG HÀNH VI TỰ NGUYỆN CỦA NHÂN VIÊN TẠI DOANH NGHỆP DU LỊCH TRONG BỐI CẢNH COVID-19

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Tác giả: Thái Phượng Lê

Ngôn ngữ: vie

Ký hiệu phân loại:

Thông tin xuất bản: Tạp chí Khoa học và Công nghệ - Đại học Thái Nguyên, 2022

Mô tả vật lý: tr.169 - 176

Bộ sưu tập: Metadata

ID: 331998

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In the context of complicated developments of the COVID-19 pandemic, the voluntary behavior of employees plays an even more important role, the employee's extra-role behavior holds an important role in the tourism industry. The employees need to improve their voluntary behavior to overcome this challenge with their businesses and bring about positive results, and excellent customer satisfaction. The study aims to build a scale and measure the extra-role behavior of employees at tourism businesses in the context of COVID-19. Research results through a survey of 452 employees at tourism businesses in Da Nang city show that the employee's extra-role behavior is measured through the organizational-oriented citizenship behavior (OCB) and customer-oriented citizenship behavior (CCB). OCB is reflected in 5 factors: (1) Altruism, (2) Courtesy, (3) Sportsmanship, (4) Conscientiousness, and (5) Civic virtue. CCB is reflected in the efforts of employees in serving outside of assigned responsibilities. The research results also show that the extra-role behavior of tourism staff in Da Nang city is quite high, especially the customer-oriented citizenship behavior, altruism, civic virtue and sportsmanship.Trong bối cảnh COVID-19 đang diễn biến phức tạp, hành vi tự nguyện của nhân viên càng đóng vai trò quan trọng, nhân viên ngành du lịch cần nâng cao hành vi tự nguyện để cùng doanh nghiệp vượt qua thách thức này và đem lại sự hài lòng cao nhất cho khách hàng. Nghiên cứu nhằm xây dựng thang đo và đo lường hành vi tự nguyện của nhân viên tại doanh nghiệp du lịch trong bối cảnh COVID-19. Kết quả nghiên cứu qua khảo sát 452 nhân viên tại các doanh nghiệp du lịch ở Đà Nẵng cho thấy hành vi tự nguyện của nhân viên được đo lường qua hành vi tự nguyện phục vụ tổ chức và hành vi tự nguyện phục vụ khách hàng. Hành vi tự nguyện phục vụ tổ chức thể hiện qua 5 yếu tố: (1) lòng vị tha (Altruism), (2) tác phong lịch sự (Courtesy), (3) tinh thần thượng võ (Sportsmanship), (4) sự tận tâm (Conscientiousness), và (5) phẩm chất công dân (Civic Virtue). Hành vi tự nguyện phục vụ khách hàng thể hiện qua những nỗ lực của nhân viên trong phục vụ khách hàng nhưng nằm ngoài trách nhiệm được giao. Kết quả nghiên cứu cũng cho thấy hành vi tự nguyện của nhân viên ngành du lịch tại Đà Nẵng khá cao, đặc biệt là hành vi tự nguyện phục vụ khách hàng, lòng vị tha, phẩm chất công dân và tinh thần thượng võ.

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