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題名:國際觀光旅館員工人格特質與服務態度關係之研究
作者:趙惠玉 引用關係
作者(外文):Chao, Hui-Yu
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
指導教授:謝安田
學位類別:博士
出版日期:2003
主題關鍵詞:人格特質服務態度Personality TraitService Attitude
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(5) 博士論文(2) 專書(0) 專書論文(0)
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  • 點閱點閱:40
本研究問題是欲探討員工人格特質(personality traits)與服務態度(service attitude)之關係。由於國際觀光旅館的產業特性,使得員工在與顧客服務接觸的過程中扮演著極為重要角色。然而,目前並無太多的研究來進行此一關係的探討,本研究經由文獻的回顧與邏輯的推論,發現此兩者之關係是有必要再進一步的釐清與說明。本研究是透過郵寄問卷的方式,調查台灣59家國際觀光旅館員工,總計回收有效問卷412份,並以實際調查資料來驗證本研究之假設。本研究利用五大人格特質理論來衡量員工的人格特質與服務態度之關係,並以三種不同文化的顧客(對歐美顧客、對日本顧客、對本國顧客)來作為員工服務態度差異的衡量;其中五大人格特質區分為開放型、嚴謹型、外向型、合群型與情緒型等五種,而服務態度共分為負面情感、認知行為與額外付出等三個構面。本研究結果發現,具有不同人格特質的員工確實會影響對顧客的服務態度,本研究假設獲得支持;另外,員工對本國籍顧客與對歐美籍顧客、對日本籍顧客的服務態度亦會產生差異。因此,管理者將可根據員工人格特質的不同特點來提升良好的服務態度,並且改善對於不同國籍顧客服務態度差異之處,來做為有效人力資源管理上的配置,進而獲致更高水準的服務。
This study empirically examines the relationship between personality traits and service attitude. Because of service attributes, employees in international tourist hotels play an important role in dealing with customers. However, relatively few researches have studied how employee personality traits affect service attitude. Based on literature review and logic deduction, this study discovers that the relationship between the two variables warrants further clarification and description.
Adopting mail surveys as the instrument of data collection, we investigated 412 employees in 59 international tourist hotels. We further utilized the Big Five model to examine the relationship between respondents’ personality attribute and service attitude. Specifically, we measure service attitude by means of the Service Attitude Question-naire (SAQ), focusing on customers of different cultures (European and American cus-tomers, Japanese customers and local customers), in which the Big Five personality at-tributes consist of openness, conscientiousness, extroversion, agreeableness and neu-roticism, and service attitude composes of negative emotion, perceptual behavior, and additional dedication.
Empirical data indicates that employees with diverse personality traits significantly influence service attitude, supporting the hypothesis proposed by this study. Addition-ally, this study finds that employees exhibit different service attitudes toward local cus-tomers than other customers. Therefore, base on different employee personality traits, organizations can elevate service attitude and improve service to customers from dif-ferent cultures so as to maximize the results of human resources management and achieve a higher service standard.
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