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題名：國際觀光旅館餐飲部門員工對內部服務品質、工作滿意度與員工忠誠度之相關研究--以組織文化為干擾變項
書刊名：餐旅暨家政學刊
作者：許順旺 引用關係／郭依潔／陳漢軒
作者(外文)：Hsu, Shun-wang／Kuo, Yi-jie／Chen, Han-hsuan
出版日期：2010
卷期：7:1
頁次：頁25-54
主題關鍵詞：內部服務品質；工作滿意度；員工忠誠度；組織文化；Internal service quality；Job satisfaction；Employee loyalty；Organizational culture
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(9) 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:117
  • 點閱點閱:121
本研究旨在探討國際觀光旅館餐飲部門員工對於內部服務品質、員工工作滿意度與員工忠誠度之間的行為關係。其次探討員工的工作滿意度是否會對內部服務品質與員工忠誠度產生中介效果及在組織文化的干擾效果下是否會對內部服務品質與工作滿意度之間產生影響。本研究以在國際觀光旅館餐飲部門服務滿三個月以上之員工作為研究施測對象。研究方式以問卷調查方式進行，共發放795份問卷，實得有效問卷487份。研究結果顯示：內部服務品質與工作滿意度呈顯著的正向關係；內部服務品質與員工忠誠度之間均呈顯著正向關係；工作滿意度與員工忠誠度之間呈顯著正向關係；工作滿意度對於內部服務品質與員工忠誠度之間僅產生部分中介效果；而組織文化僅對內部服務品質的員工獎酬與工作滿意度之間產生干擾效果。
This study primarily aims to discuss the relationship among the internal service quality, job satisfaction and employee loyalty of the employees working in the Food and Beverage Department of an International Tourist Hotel, and then discuss whether the job satisfaction will have an immediate effect on the internal service quality and employee loyalty and an impact on the internal service quality and employee loyalty under the intervention of the organizational culture. This study targeted the employees who have served in the Food and Beverage Department of an International Tourist Hotel for more than 3 months. Based on the survey-questionnaire method, this study distributed 795 questionnaires and received 487 valid samples. The research result shows that the internal service quality is significantly positively correlated with job satisfaction. Moreover, the internal service quality is positively correlated with employee loyalty. The job satisfaction is significantly positively correlated with employee loyalty. Only a partial immediate effect was found between internal service quality and employee loyalty. However, the organizational culture only has a moderate effect between the reward system of internal service quality and job satisfaction.
Other
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2.Schlesinger, L. A. & Zornitsky, J.(1991)。Job satisfaction, service capability & customer satisfaction: An examination of linkages & management implications。  new window
期刊論文
1.Lyons, J. L.、Lapin, K.、Young, B.(2003)。A study of job satisfaction of nursing and allied health graduates from a mid-atlantics university。Journal of Allied Health，32(1)，10-17。  new window
2.Parish, C.(2003)。Surveys reveal the keys to job satisfaction。Nursing Standard，17(20)，6。  new window
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4.池進通、李鴻文、王湘雲(20081200)。旅行社之組織文化與組織公民行為關係之研究。生物與休閒事業研究，6(3)，84-101。new window  延伸查詢new window
5.Kashyap, R.(2001)。The effects of service guarantees on external and internal markets。Academy of Marketing Science Review，10(1)，1-19。  new window
6.Ference, G(2001)。Coaching plan helps managers increase employee commitment。Hotel & Motel Management，216(16)，16。  new window
7.Webster, B.、Walker, E.、Brown, A.(2005)。Australian small business participation in training activities。Education and Training，47(8/9)，552-561。  new window
8.鄧維兆、林孟儒、蔡志弘(20051100)。內部服務品質評量基礎之員工工作滿意度研究--以國際觀光飯店為例。品質月刊，41(11)，79-83。  延伸查詢new window
9.Hales, Colon、Gough, Orla(2003)。Employee evaluations of company occupational pensions: HR implications。Personnel review，32(3)，319-340。  new window
10.Khandekar, A.、Sharma, A.(2005)。Organizational learning in Indian organizations: a strategic HRM perspective。Journal of Small Business & Enterprise Development，12(2)，211-227。  new window
11.Mitchell, M. A.、Yate, D.(2002)。How to Use your Organizational Culture as a Competitive tool。Nonprofit World，20(2)，33-34。  new window
12.Bussing, Andre、Bissels, Thomas、Fuchs, Vera、Perrari, Klaus M.(1999)。A dynamic model of work satisfaction: Qualitative approaches。Human Relations，52(8)，999-1028。  new window
13.Bansal, H. S.、Mendelson, M. B.、Shanna, B.(2001)。The Impact of Internal Marketing Activities on External Marketing Outcomes。Journal of Quality Management，6(1)，61-76。  new window
14.簡俊成、翁志成、楊玲惠(20010900)。服務業員工角色壓力、自我效能、工作滿意度與內部服務品質之關係--以百貨業為例之實證研究。中山管理評論，9(3)，395-423。new window  延伸查詢new window
15.姜定宇、鄭伯壎、任金剛、黃政瑋(20030600)。組織忠誠：本土化的建構與測量。本土心理學研究，19，273-337。new window  延伸查詢new window
16.蔡明田、余明助(20000900)。企業文化、組織生涯管理與組織績效之關係研究--以臺灣高科技產業為例。管理評論，19(3)，51-75。new window  延伸查詢new window
17.Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management。Human Resource Planning，19(2)，20-31。  new window
18.Joseph, W. Benoy(1996)。Internal Marketing Builds Service Quality。Journal of health care marketing，16(1)，54-59。  new window
19.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
20.姜定宇、鄭伯壎(20030900)。組織忠誠、組織承諾、及組織公民行為研究之回顧與前瞻。應用心理研究，19，175-209。new window  延伸查詢new window
21.廖述賢、胡大謙、鐘慧瑩(20080300)。國際觀光旅館主管與部屬關係、工作滿足與組織承諾關聯性之研究。人力資源管理學報，8(1)，1-23。new window  延伸查詢new window
22.Hartline, M. D.、McKee, D. O.、Maxham, J. G. III(2000)。Corridors of Influence in the Dissemination of Customer-oriented Strategy to Customer Contact Service Employees。Journal of Marketing，64(2)，35-50。  new window
23.Porter, Lyman W.、Mowday, Richard T.、Steers, Richard M.(1979)。The measurement of organizational commitment。Journal of Vocational Behavior，14(2)，224-247。  new window
研究報告
1.Gerfin, M.(2004)。Firm-sponsored general training in frictional labour Markets: An Empirical Analysis for Switzerland。  new window
學位論文
1.張淼江(2003)。兩岸員工工作價值觀、工作滿意與工作績效關係之研究--以定期貨櫃運送業為例(碩士論文)。國立成功大學，台南。  延伸查詢new window
2.陳幼芳(2000)。員工升遷誘因與獎酬契約之研究(碩士論文)。國立臺北大學。  延伸查詢new window
3.楊宗翰(2001)。從服務利潤鏈的角度探討內外部服務品質與忠誠度之關係--以花蓮地區國際觀光旅館爲例(碩士論文)。國立東華大學。  延伸查詢new window
4.陳俊義(2005)。工作環境知覺、工作動機、工作滿意與工作狂傾向關聯性之研究(碩士論文)。國防管理學院。  延伸查詢new window
圖書
1.朱若柔(2000)。社會科學研究方法與資料分析。臺北：楊智文化。  延伸查詢new window
2.韋政通(1988)。中國人的智慧。臺北：水牛出版社。  延伸查詢new window
3.Daft, Richard L.(2001)。Organization, Theory, and Design。South-Western College Publishing。  new window
4.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
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6.Fitz-enz, J.(2001)。How to measure Human Resource Management。McGraw-Hill。  new window
其他
1.吳美連、林俊毅(1997)。人力資源管理理論與實務。  延伸查詢new window
2.許順旺(2005)。宴會管理--理論與實務。  延伸查詢new window
3.黃英忠(1990)。產業訓練論。  延伸查詢new window
4.楊子毅(2005)。教育訓練人員之顧客導向與工作滿意、組織承諾及組織公民行為關係研究。  延伸查詢new window
5.趙必孝(2000)。服務業內部行銷的人力資源管理對顧客導向行為的因果模式之研究。  延伸查詢new window
6.鄧維兆、林世泰、蔡志宏(2007)。企業內部服務品質對員工工作滿意度之影響研究。  延伸查詢new window
7.盧玉玫、廖珮利、劉潔心(2006)。工作場所健康促進。  延伸查詢new window
8.Arnett, D. B., Laverie, D. A. & Mclane, C.(2002)。Using job satisfaction & pride as internal satisfaction。  new window
9.Bai, B., Brewer, K. P., Sammons, G. & Swerdlow, S.(2006)。Job satisfaction, organizational commitment & internal service quality: A case study of lasvegas hotel/casino industry。  new window
10.Barsky, J., McDougal, J. & Frame, C.(2004)。Employee’s sense of stature strong driver ofretention, loyalty。  new window
11.Cranny, C. J., Smith, P. C. & Stone, E. F.(1992)。Job satisfaction: How people feel about their jobs & how it affects their performance。  new window
12.Ghiselli, A.(2001)。Models of network analysis at regional centers(MONARC)。  new window
13.Ghiselli, R. F., La Lopa, J. M. & Bai, B.(2002)。Job satisfaction, life satisfaction & turnover intent。  new window
14.Hays, J. M. & Hill, A. V.(2001)。A longitudinal study of the effect of a service guarantee on service quality。  new window
15.Huang, T. C.(2001)。The relation of training practices & organizational performance in small & median size enterprises。  new window
16.Jerry, S. & Cresencio, T.(1996)。Self-directed work teams: A primer。  new window
17.Jewell, L. N. & Reitz, H. J.(1981)。Group effectiveness in organizations。  new window
18.Mak, B. L. & Sockel, H.(2001)。A confirmatory factor analysis of IS employee motivation & retention。  new window
19.O’Reilly, C.A., Chatman, J. & Caldwell, D. F.(1991)。People & organizational culture：A profile comparison approach to assessing person-environment fit。  new window
20.Rall M. L., Bormann, C. A. & Birjulin, A.(1999)。Organizational politics & organizational support as predictors of work attitudes, job performance, & organizational citizenship behavior。  new window
21.Robbins, S. P.(2003)。Organizational behavior。  new window
22.Schein, E. H.(1992)。Organizational Culture & Leadership。  new window
23.Silverthorne, C.(2004)。The impact of organizational culture & person-organization fit on organizational commitment & job satisfaction in Taiwan。  new window
 
 
 
 
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