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題名:觀光旅館業高績效工作系統、心理賦能、服務導向組織公民行為與服務績效之關連性研究
作者:蔡明達
校院名稱:國立彰化師範大學
系所名稱:商業教育學系
指導教授:溫玲玉
學位類別:博士
出版日期:2011
主題關鍵詞:觀光旅館業高績效工作系統心理賦能服務導向組織公民行為服務績效high performance work systempsychological empowermentservice-oriented organizational citizenship behaviorservice performancetourist hotel industry
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本研究旨在探討觀光旅館業高績效工作系統、員工心理賦能、服務導向組織公民行為與服務績效之發展概況和關連性,以提供觀光旅館業發展人力資源管理策略和後續研究之參考依據。本研究對象為臺灣觀光旅館餐飲部主管與員工,以問卷調查法進行施測,總計回收24家觀光旅館餐飲部411份有效問卷(主管68份,員工343份),有效回收率為67.38%。
  分析結果發現,觀光旅館餐飲部高績效工作系統、心理賦能和服務績效的表現具有中高水平,但服務導向組織公民行為的展現則僅達普通水平。在多層次分析結果方面,組織層次的高績效工作系統分別對於個人層次的心理賦能、服務導向組織公民行為和服務績效具有正向影響關係,個人層次變項之間的正向影響關係也獲得支持。在中介效果方面,個人層次變項的中介效果獲得支持,而跨層次的中介效果則為部分支持,僅心理賦能在高績效工系統對服務績效的關連性上扮演中介角色。
  觀光旅館高績效工作系統確為有效預測員工心理賦能、服務導向組織公民行為和服務績效的重要因子,觀光旅館在人力資源管理的努力,可反應於員工更佳的受賦能知覺、角色外服務行為和服務品質促進。本研究並提出相關觀光旅館人力資源管理建議與後續研究方向,作為實務界與學術界之參考。
Abstract
The purposes of this study were to explore the development and relationships of high performance work system, psychological empowerment, service-oriented organizational citizenship behavior and service performance in tourist hotel industry. The results would provide meaningful information for developing human resource management in tourist hotel industry and future researches. The participants of this study were managers and employees of department of food and beverage in tourist hotels in Taiwan through questionnaires. The valid returned questionnaires were 411 (managers were 68, employees were 343), with 67.38% valid returned rate.The results of descriptive analysis showed that the development level of high performance work system, psychological empowerment and service performance were good, but service-oriented organizational citizenship behavior was only average. The results of multilevel showed that high performance work system of organization level had positive and significant relationships on psychological empowerment, service-oriented organizational citizenship behavior and service performance of individual level. The positive relationships between variables of individual level were supported, too. In mediation effect test, the mediation effect was supported in individual level, while partly supported in organizational level. The psychological empowerment was a mediator of high performance work system to service performance.
The high performance work system of tourist hotel was effective predictor of psychological empowerment, service-oriented organizational citizenship behavior and service performance of employees. The efforts of human resource management could reflect on improving felt empowered, extra role serving behavior and service quality. Researcher alos provide related suggestions for executing human resource management in tourist hotel and future researches.
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