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引文資料
題名:
A Study of Employees Adoption of Property Management Systems among Taiwan Tourist Hotels
書刊名:
休閒觀光與運動健康學報
作者:
王聖文
/
徐郁倫
/
丁于珊
作者(外文):
Wang, Sheng-wen
/
Hsu, Yu-lun
/
Ting, Yu-san
出版日期:
2013
卷期:
3:2
頁次:
頁28-42
主題關鍵詞:
資產管理系統
;
觀光飯店
;
科技接受模式
;
Technology-acceptance model
;
Tourist hotels
;
Property management system
;
PMS
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
1
) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:
1
共同引用:0
點閱:10
本研究的目的使用科技接受模式(Technology Acceptance Model, TAM),採用量化研究,針對台灣觀光級的旅館員工做為研究對象,預測旅館員工使用飯店資產管理系統(Property Management System,PMS)從事顧客服務的行為。研究對象係為387名國際觀光旅館員工,並使用SPSS.16.0以複回歸之分析分法分析。結果顯示:(1)員工對於使用資產管理系統的認知有用性(Perceived Usefulness)與資訊品質(Information Quality)與認知易用性(Perceived Ease of Use)有正向顯著關係。(2)資訊品質(Information Quality)對系統品質(system quality)與服務品質(service quality)有正向顯著關係。(3)員工想要使用(attitude toward to use)對容易使用(perceived ease of use)與資訊有用性(perceived usefulness)有正向顯著關係。(4)員工使用意圖對資訊有用性(perceived usefulness)與想要使用(attitude toward use)有正向顯著關係。然而,系統有用性(perceived usefulness)與服務品質(service quality)並無顯著的關係。本研究的結果清楚地表明,員工使用資訊科技是能提高客戶服務和客戶關係。建議,對旅館經營者提出一些建議於如何增加資產管理系統內的資訊,以提高員工的行為意向。
以文找文
The purpose of the study is to use the Technology Acceptance Model to predict and understand how employees in the hotel industry adopting Property Management System in respective firms and implementation on improving customer relations. The data, collected from 387 hotel employees, were used to verify the relationships among the variables in Technology Acceptance Model (TAM) and Information System Success Model (D & M IS Model). Multiple Regression Analysis was conducted via SPSS16.0 to analyze the interrelationships among such variables as information quality, service quality, system quality, perceived usefulness, perceived ease of use, attitude toward use and behavior intention. The results showed statistically significant relationships between (1) perceived usefulness, information quality and perceived ease of use; (2) perceived ease of use, information quality, system quality and service quality; (3) attitude toward to use, perceived ease of use and perceived usefulness; (4) behavioral intention, perceived usefulness and attitude toward use. However, perceived usefulness was not significantly affected by service quality. The results of the present study clearly reveal that employees, aided with information technology, can enhance customer service and customer relations. Suggestions were offered to the hoteliers on how to enhance employee's behavior intention in adapting information technology.
以文找文
期刊論文
1.
Chiu, Y. W.、Fang, K. T.(2005)。Integrating perceived playfulness into technology acceptance model on portal site usage。Journal of Information Management,7(1),37-54。
2.
Chathoth, P. K.(2007)。The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full-service hotel firms。International Journal of Hospitality Management,2(26),395-408。
3.
Holjevac, I. A.(2003)。A vision of tourism and the hotel industry in the 21st century。Hospitality Management,22,129-134。
4.
Lee, H. Y.、Kim, W. G.、Lee, Y. K.(2006)。Testing the determinants of computerized reservation system users' intention to use via a structural equation model。Journal of Hospitality and Tourism Research,30(2),246-266。
5.
Patiara, A.、Miab, L.(2009)。leadership style, market competition and departmental performance: Evidence from luxury hotels next term in Australia。International Journal of Hospitality Management,28(2),254-262。
6.
Lin, H. F.(2007)。The role of online and offline features in sustaining virtual communities: An empirical study。Internet Research,17(2),119-138。
7.
Pijpers, G. G. M.、Bemelmans, T. M. A.、Heemstra, F. J.、Kees, A. G. M.、van Montfort(2001)。Senior executives' use of information technology。Information and Software Technology,43(15),959-971。
8.
Davis, F. D.(1993)。User acceptance of information technology: Systems characteristics, user perceptions and behavioral impacts。International Journal of Man-Machine Studies,38(3),475-487。
9.
Choi, T. Y.、Chu, R.(2001)。Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry。International Journal of Hospitality Management,20(3),277-297。
10.
Venkatesh, V.、Davis, F. D.(1996)。A Model of the Antecedents of Perceived Ease of Use: Development & Test。Decision Sciences,27(3),451-481。
11.
Venkatesh, Viswanath、Davis, Fred D.(2000)。A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies。Management Science,46(2),186-204。
12.
Legris, P.、Ingham, J.、Collerette, P.(2003)。Why do people use information technology? A critical review of the technology acceptance model。Information & Management,40(3),191-204。
13.
Krejcie, Robert V.、Morgan, Daryle W.(1970)。Determining sample size for research activities。Educational and Psychological Measurement,30(3),607-610。
14.
Chen, Lei-da、Gillenson, Mark L.、Sherrell, Daniel L.(2002)。Enticing online consumers: an extended technology acceptance perspective。Information & Management,39(8),705-719。
15.
Davis, Fred D.(1989)。Perceived Usefulness, Perceived Ease of Use, & User Acceptance of Information Technology。MIS Quarterly,13(3),319-340。
16.
Ajzen, I.(1991)。The theory of planned behavior。Organizational Behavior and Human Decision Processes,50(2),179-211。
學位論文
1.
Davis, Fred D.(1986)。A technology acceptance model for empirically testing new end-user information systems: Theory and result(博士論文)。Massachusetts Institute of Technology。
圖書
1.
Cetron, M. J.、DeMicco, F. J.、Davies, O.(2006)。Hospitality 2010: the future of Hospitality and Travel。New Jersey:Prentice Hall。
2.
Kasavana, M. L.、Brooks, R. M.(2001)。Managing front office operations。Weimar, Texas:Culinary and Hospitality Industry Publications Services。
3.
Kandampully, J.(2007)。Services Management: The new paradigm in hospitality。Upper Saddle River, NJ:Pearson Prentice Hall。
4.
Raleigh, L. E.、Roginsky, R. J.(1999)。Hotel investments issues and perspectives。Lansing, MI:Educational Institute of the American Hotel & Motel Association。
5.
Vallen, G. K.、Vallen, J. J.(2009)。Check-in check-out: Managing hotel operations。Upper Saddle River, NJ:Pearson:Prentice Hall。
6.
Kincaid, J. W.(2003)。Customer relationship management: Getting it right!。Upper Saddle River, NJ:Prentice Hall。
7.
Gustafsson, A.、Johnson, M. D.(2003)。Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation。San Francisco, CA:Jossey-Bass。
8.
Netemeyer, Richard G.、Bearden, Willian O.、Sharma, Subhash(2003)。Scaling Procedures: Issues and Applications。Sage Publications, Inc.。
9.
Fishbein, Martin、Ajzen, Icek(1975)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley Publishing Company。
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