酒店领导与员工线上沟通中emoji表情符号的使用对工作场所乐趣的影响

doi:10.12054/lydk.bisu.267

摘要/Abstract

摘要：

随着互联网的迅速发展和普及，领导与员工进行线上沟通已逐渐成为酒店工作中的常态。然而，当前学术界较少关注领导与员工线上沟通对员工的影响。笔者基于认知评价理论，通过4组实验探讨酒店领导与员工进行线上沟通时使用emoji表情符号对员工感知的工作场所乐趣的影响及其影响机制。研究结果表明：（1）领导与员工进行线上沟通时使用emoji表情符号会影响员工感知的工作场所乐趣；（2）在积极语境下，员工情绪强度会在领导使用emoji表情符号与员工感知的工作场所乐趣之间起中介作用；（3）在积极（消极）语境下，员工的共情能力会正向（负向）调节领导使用emoji表情符号与员工情绪强度之间的关系；（4）在积极（消极）语境下，领导-成员交换关系会正向（负向）调节员工积极（消极）情绪强度与员工感知的工作场所乐趣之间的关系。本研究有助于揭示领导与员工线上沟通中emoji表情符号的使用对员工感知工作场所乐趣的影响机制，对酒店管理人员优化线上沟通方式、提升沟通效果有一定的现实指导意义。

关键词: 酒店; 领导与员工线上沟通; emoji表情符号; 工作场所乐趣

Abstract:

With the rapid development and widespread adoption of the internet, online communication between leaders and employees has become commonplace in hotel operations. However, there is scant academic focus on the effects of such communication on employees. This paper, grounded in cognitive appraisal theory, explores through four experimental groups how the use of emojis in online communications between hotel leaders and employees impacts employees’ perceived workplace enjoyment and the underlying mechanisms. The findings indicate: (1) The use of emojis in online communications by leaders affects employees’ perception of workplace enjoyment. (2) In positive contexts, emotional intensity mediates the relationship between leaders’ emoji use and employees’ perceived workplace enjoyment. (3) In positive (negative) contexts, employees’ empathy capability positively (negatively) moderates the relationship between leaders’ emoji use and employees’ emotional intensity. (4) In positive (negative) contexts, the leader-member exchange relationship positively (negatively) moderates the relationship between employees’ emotional intensity and their perceived workplace enjoyment. This study contributes to understanding the mechanisms by which emoji usage in online communications influences employees’ perception of workplace enjoyment, offering practical guidance for hotel management in optimizing online communication strategies and enhancing communication effectiveness.

Keywords: hotel; leader-employee online communication; emoji; workplace enjoyment

中图分类号:

刘芳, 王涵. 酒店领导与员工线上沟通中emoji表情符号的使用对工作场所乐趣的影响[J]. 旅游导刊, 2024, 8(6): 56-87.

LIU Fang, WANG Han. The Impact of Emoji Usage in Online Communication between Hotel Leaders and Employees on Workplace Enjoyment[J]. Tourism and Hospitality Prospects, 2024, 8(6): 56-87.

图/表 15

参考文献 57

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Emoji表情符号类别 Emoji classification	沟通语境 Communication context
Emoji表情符号类别 Emoji classification	积极语境 Positive context	消极语境 Negative context
积极表情符号 Positive emoji	过年期间酒店生意很好，这段时间大家的工作状态都很不错，辛苦大家了！	近期酒店线上预订平台的评分有所下降，其中不少评论指出我们部门的服务人员不够热情，请每个人深刻反思！
中性表情符号 Neutral emoji	过年期间酒店生意很好，这段时间大家的工作状态都很不错，辛苦大家了！	近期酒店线上预订平台的评分有所下降，其中不少评论指出我们部门的服务人员不够热情，请每个人深刻反思！
消极表情符号 Negative emoji	过年期间酒店生意很好，这段时间大家的工作状态都很不错，辛苦大家了！	近期酒店线上预订平台的评分有所下降，其中不少评论指出我们部门的服务人员不够热情，请每个人深刻反思！

Emoji表情符号类别 Emoji classification	沟通语境 Communication context
Emoji表情符号类别 Emoji classification	积极语境 Positive context	消极语境 Negative context
积极表情符号 Positive emoji	过年期间酒店生意很好，这段时间大家的工作状态都很不错，辛苦大家了！	近期酒店线上预订平台的评分有所下降，其中不少评论指出我们部门的服务人员不够热情，请每个人深刻反思！
中性表情符号 Neutral emoji	过年期间酒店生意很好，这段时间大家的工作状态都很不错，辛苦大家了！	近期酒店线上预订平台的评分有所下降，其中不少评论指出我们部门的服务人员不够热情，请每个人深刻反思！
消极表情符号 Negative emoji	过年期间酒店生意很好，这段时间大家的工作状态都很不错，辛苦大家了！	近期酒店线上预订平台的评分有所下降，其中不少评论指出我们部门的服务人员不够热情，请每个人深刻反思！

部门 Department	语境 Context	事件 Event
前厅部 Front office department	积极 Positive	员工仪容仪表得体
		员工服务流程和系统操作符合规范
		员工对客服务精神饱满
	消极 Negative	员工衣冠不整
		员工对办公系统的操作不熟练
		员工上班打盹
房务部 Housekeeping department	积极 Positive	房态精准控制，与前厅部的配合默契
		员工及时反馈顾客的邮件和电话
		员工对客人的问题有问必答
	消极 Negative	房态控制不精准，与前厅部的配合出现差错
		员工未能及时回应客人需求，让顾客等待过久
		员工对酒店产品知识不够熟悉
餐饮部 Food and beverage department	积极 Positive	员工主动销售今日特色菜品
		员工获得顾客主动给予的小费
		员工严格按照标准对客服务
	消极 Negative	送餐前，员工品尝了顾客的食物
		员工为顾客点完菜后，忽视该桌顾客的服务需求
		服务区内滞留带有水渍或掉色的杯具、银质餐具
保安部 Security department	积极 Positive	员工仪容仪表得体
	积极 Positive	员工熟练疏导酒店门前车辆，在旅游旺季维持酒店门前秩序
	消极 Negative	酒店门前拥挤、无秩序
	消极 Negative	员工服务顾客缺乏耐心
市场销售部 Sales and marketing department	积极 Positive	员工高效收集酒店竞争群的最低房价、宣传活动等信息
	积极 Positive	在暂时无法满足顾客需求时，想方设法保留客户
	消极 Negative	员工对竞争对手的信息收集效率低或出现差错
	消极 Negative	宴会等活动举办结束后未回访顾客
健身房 Fitness center	积极 Positive	健身或水疗产品销售业绩优良
	积极 Positive	员工在朋友圈定期发送销售信息
	消极 Negative	健身或水疗产品的销售业绩较差
	消极 Negative	员工不主动在朋友圈更新销售信息
工程部 Engineering department	积极 Positive	为酒店各部门提供系统、全面的安全培训
	积极 Positive	部门节能减排
	消极 Negative	酒店出现工程安全问题
	消极 Negative	部门浪费电力资源
人力资源部 Human resources department	积极 Positive	员工仪容仪表得体
	积极 Positive	员工办公效率高，office软件使用能力强
	消极 Negative	员工工作期间未带妆容
	消极 Negative	员工办公质量和效率较低

部门 Department	语境 Context	事件 Event
前厅部 Front office department	积极 Positive	员工仪容仪表得体
		员工服务流程和系统操作符合规范
		员工对客服务精神饱满
	消极 Negative	员工衣冠不整
		员工对办公系统的操作不熟练
		员工上班打盹
房务部 Housekeeping department	积极 Positive	房态精准控制，与前厅部的配合默契
		员工及时反馈顾客的邮件和电话
		员工对客人的问题有问必答
	消极 Negative	房态控制不精准，与前厅部的配合出现差错
		员工未能及时回应客人需求，让顾客等待过久
		员工对酒店产品知识不够熟悉
餐饮部 Food and beverage department	积极 Positive	员工主动销售今日特色菜品
		员工获得顾客主动给予的小费
		员工严格按照标准对客服务
	消极 Negative	送餐前，员工品尝了顾客的食物
		员工为顾客点完菜后，忽视该桌顾客的服务需求
		服务区内滞留带有水渍或掉色的杯具、银质餐具
保安部 Security department	积极 Positive	员工仪容仪表得体
	积极 Positive	员工熟练疏导酒店门前车辆，在旅游旺季维持酒店门前秩序
	消极 Negative	酒店门前拥挤、无秩序
	消极 Negative	员工服务顾客缺乏耐心
市场销售部 Sales and marketing department	积极 Positive	员工高效收集酒店竞争群的最低房价、宣传活动等信息
	积极 Positive	在暂时无法满足顾客需求时，想方设法保留客户
	消极 Negative	员工对竞争对手的信息收集效率低或出现差错
	消极 Negative	宴会等活动举办结束后未回访顾客
健身房 Fitness center	积极 Positive	健身或水疗产品销售业绩优良
	积极 Positive	员工在朋友圈定期发送销售信息
	消极 Negative	健身或水疗产品的销售业绩较差
	消极 Negative	员工不主动在朋友圈更新销售信息
工程部 Engineering department	积极 Positive	为酒店各部门提供系统、全面的安全培训
	积极 Positive	部门节能减排
	消极 Negative	酒店出现工程安全问题
	消极 Negative	部门浪费电力资源
人力资源部 Human resources department	积极 Positive	员工仪容仪表得体
	积极 Positive	员工办公效率高，office软件使用能力强
	消极 Negative	员工工作期间未带妆容
	消极 Negative	员工办公质量和效率较低

部门 Department	语境 Context	事件 Event
前厅部 Front office department	积极 Positive	员工主动帮助顾客解决问题
		员工仪容仪表得体，精神饱满
		员工捡到顾客遗留物品主动上交
		员工以高效的方式在高峰期办理顾客的入住手续
	消极 Negative	员工服务冷漠、躺平式上班
		员工衣冠不整，精神状态不佳
		员工捡到顾客遗留物品未上交
		员工对外卖人员进出酒店熟视无睹
房务部 Housekeeping department	积极 Positive	员工获得住店客人的好评
		繁忙阶段，员工仍能保证客房清洁卫生质量
		发现住客遗落物品及时主动上交客房中心
	消极 Negative	收到住客对客房服务员的差评
		客房清洁卫生未达到酒店标准
		员工使用“五巾”打扫客房卫生
		员工未能补齐走客房的客用品
餐饮部 Food and beverage department	积极 Positive	餐厅获得较高的线上评分，且有关餐厅服务的好评
		员工成功推销高价位的餐饮产品或会员卡
		用餐高峰期，员工保持高效的翻台速度
	消极 Negative	餐厅线上评分下降，且有关餐厅服务的差评
		餐厅现场发生有关服务的客诉
		餐厅的餐具破损率高于本酒店其他餐厅