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題名:內部行銷與工作滿意度之研究--以臺灣國際觀光飯店為例
書刊名:旅遊管理研究
作者:胡夢蕾
作者(外文):Hu, Meng-lei
出版日期:2003
卷期:3:2
頁次:頁1-25
主題關鍵詞:內部行銷服務品質工作滿意度Internal marketingService qualityJob satisfaction
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(6) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:6
  • 共同引用共同引用:17
  • 點閱點閱:34
服務員工的工作滿意是影響服務品質優劣的關鍵因素,而企業對服務提供者所施行的「內部行銷」則是提升服務品質的最佳途徑。本研究根據文獻及傳統行銷概念所發展出的內部行銷構面與意涵,以國際觀光旅館員工為研究對象,透過因素分析萃取出六個因素,分別為「工作環境因素」、「個人發展因素」、「內部溝通因素」、「認同薪資因素」、「管理授權因素」、及「教育訓練因素」。內部行銷經集群分析後,共分為五群,按人數多寡依序為「溝通型態」、「賺錢型態」、「上進型態」、「環境型態」、「感情型態」,研究結果顯示多數員工仍較重視工作組織內主管及同儕的溝通。在內部行銷重要程度與滿意度等級排序差距分析中,發現員工在兩者之等級排序不一致,22個問項中僅2項有顯著正相關,顯示國際觀光旅館業者尚應再加強內部行銷。關於人口變項分析中,得知僅婚姻狀況影響員工之內部行銷滿意度;且教育程度、婚姻狀況、與工作年資均會影響員工之工作滿意度。研究結果顯示內部行銷之滿意度和工作滿意度呈正相關,因此,國際觀光旅館業為提高員工的工作滿意與服務品質,應再重視及加強對員工之「內部行銷」。
期刊論文
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會議論文
1.黃建達、林文政(2000)。員工激勵偏好、工作滿足與離職傾向調查--以L公司為例。第六屆企業人力資源管理診斷專案研究成果研討會。  延伸查詢new window
2.王精文、黃淑琴(1999)。台灣壽險業內部行銷與經營績效之關聯性探討。第五屆服務管理研討會。  延伸查詢new window
學位論文
1.王翠品(2002)。內部行銷作為、工作滿足、與離職傾向關係之研究--以H連鎖娛樂事業為例(碩士論文)。國立中山大學。  延伸查詢new window
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3.王品淑(2000)。台灣地區民眾生活型態分析(碩士論文)。輔仁大學。  延伸查詢new window
4.吳志淵(1999)。企業內部行銷之探索性研究:以國內某石化廠為例(碩士論文)。國立中正大學。  延伸查詢new window
5.李應良(2000)。大型購物中心之潛在消費者研究--以台中市中華成為例(碩士論文)。朝陽大學。  延伸查詢new window
6.梁殷禎(1999)。服務員工知覺之內部行銷作為、角色知覺與顧客導向間關係之研究--以旅館業為例(碩士論文)。國立中山大學。  延伸查詢new window
7.鍾燕宜(1986)。我國工作滿足研究的整合分析(碩士論文)。東海大學。  延伸查詢new window
圖書
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10.周文賢(2002)。多變量統計分析:SAS/STAT使用方法。智勝文化事業有限公司。  延伸查詢new window
11.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
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圖書論文
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