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題名：國際觀光旅館員工組織公平、工作滿意度、組織承諾與組織公民行為關係之研究
書刊名：島嶼觀光研究
作者：戴有德 引用關係
作者(外文)：Dai, You-de
出版日期：2010
卷期：3:4
頁次：頁26-50
主題關鍵詞：結構方程模型；組織公平；工作滿意度；組織承諾；組織公民行爲；Structural equation model；SEM；Organizational justice；Job satisfaction；Organizational commitment；Organization citizenship behavior
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  • 點閱點閱:52
人力資源的問題是旅館業面臨的重大挑戰之一，由於旅館業最大特性是用人服務顧客，然而旅館業的人員流動率一直居高不下，造成服務人員的素質參差不齊，而影響了服務品質，提升旅館的服務品質已經成了旅館業的要務。要培養好的服務人員需要花費許多時間，才能提高服務品質以增加顧客滿意度，因此提高員工的組織承諾就變得非常重要。另外，當員工對組織所做的付出與所得是否公平、員工對整體的工作環境是否感到滿意，都有可能會影響員工留任於組織的承諾並且進一步對組織形成組織公民行爲，因此本研究藉由結構方程模型探討組織公平、工作滿意度、組織承諾與組織公民行爲的因果關係，以國際觀光旅館在人力資源管理上改進之依據，並且藉以降低員工流動率。過去雖然有學者作組織公民行爲的研究，但是並未顧慮到僅有全職員工對組織承諾與組織公民行爲上有顯著相關性。其研究對象皆針對一般員工，亦就是將全職與兼職員工混和討論。本研究之研究對象爲台北市13家國際觀光旅館之全職員工，發出1000份問卷，有效問卷數爲445份，問卷回收率爲44.5%。研究結果顯示，程序公平及分配公平會正面的影響組織公民行爲；程序公平會正面的影響工作滿意度；工作滿意度會正面的影響組織承諾。
Human Resource is one of the most important challenges in hotel industry. The characteristic of hotel is to serve guests with people. The turnover rate in hotel industry still remains higher than others. To train up good employee needs a lot of time, but good service can increase custermers' satisfaction. Therefore, it's very important to increase employee's organizational commitiment. This study was to explore relationships among organizational justice, job satisfaction; organizational commitment and organizational citizenship behavior in International Tourist Hotel by using structural equation modeling. Result of this study could improve human resources management, and help to decrease the rate of turnover in Hotel industry. In the past, there were some researches related to OCB but these researches didn't concern there are significant differences in OCB between full time and part time employees. Thus, this study only focues on full time employee as sample. In this study, 1000 structural questionnaires were distributed to 13 Taipei's International Tourists Hotels, 445 of which were valid. The response rate of survey was 44.5%. The findings of this study showed: Procedural Justice and Distributive Justice were significantly, positively related to OCB; Procedural Justice was significantly, positively related to Job Satisfaction. Job Satisfaction was significantly, positively related to Organizational Commitment.
期刊論文
1.Podsakoff, P. M.、MacKenzie, S. B.(1994)。Organizational citizenship behavior and sales unit effectiveness。Journal of Marketing Research，3，351-363。  new window
2.Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing，68(1)，128-146。  new window
3.Moorman, R. H.、Blakely, G. L.、Niehoff, B. P.(1998)。Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?。Academy of Management Journal，41(3)，351-357。  new window
4.Enz, C. A.(2001)。What Keeps You Up at Night? Key Issues of Concern for Lodging Managers。Cornell Hotel and Restaurant Administration Quarterly，42(2)，38-45。  new window
5.Ghiselli, R. F.、Joseph, M. L. L.、Billy, B.(2001)。Job satisfaction, life satisfaction, and turnover intent。The Cornell Hotel and Restaurant Administration Quarterly，42(2)，28-37。  new window
6.Meyer, J. P.、Paunonen, S. V.、Gellatly, I. R.、Goffin, R. D.、Jachson, D. N.(1989)。Organizational Commitment and Job Performance: It's the Nature of the Commitment That Counts。Journal of Applied Psychology，74(1)，152-156。  new window
7.Latham, Gary P.、Skarlicki, Daniel P.(1996)。Increasing citizenship behavior within a labor union: A test of organizational justice theory。Journal of Applied Psychology，81(2)，161-169。  new window
8.Staw, B. M.、Ross, J.(1978)。Commitment to a Policy Decision: A Multi-theoretical Perspective。Administrative Science Quarterly，23(1)，40-64。  new window
9.Testa, Mark R.(2001)。Organizational Commitment, Job Satisfaction, and Effort in the Service Environment。Journal of Psychology，135(2)，226-236。  new window
10.Netemeyer, R. G.、Boles, J. S.、McKee, D. O.、McMurrian, R.(1997)。An investigation into the antecedents of organizational citizenship behaviors in a personal selling context。Journal of Marketing，61(3)，85-98。  new window
11.Niehoff, B. P.、Moorman, R. H.(1993)。Justice as a mediator of the relationship between methods of monitoring and organization citizenship behavior。Academy of Management Journal，36(3)，527-556。  new window
12.O'Reilly, C. A. III、Chatman, J. A.(1986)。Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior。Journal of Applied Psychology，71(3)，492-499。  new window
13.Kim, W. Chan、Mauborgne, Renée A.(1998)。Procedural justice, strategic decision making and the knowledge economy。Strategic Management Journal，19(4)，323-338。  new window
14.林鉦棽(19961100)。組織公正、信任、組織公民行為之研究：社會交換理論之觀點。管理科學學報，13(3)，391-415。  延伸查詢new window
15.Yılmaz, D.、Kılıçoğlu, G.(2013)。Resistance to change and ways of reducing resistance in educational organizations。European Journal of Research on Education，1(1)，14-21。  new window
16.林鉦棽(20030600)。以組織承諾及工作滿足為實徵切入分析組織公民行為與員工工作考績之結構模式比較。人力資源管理學報，3(2)，93-113。new window  延伸查詢new window
17.Organ, D. W.(1988)。A Restatement of the Satisfaction-Performance Hypothesis。Journal of Management，14(4)，547-557。  new window
18.Bateman, Thomas S.、Organ, Dennis W.(1983)。Job Satisfaction and the Good Soldier: The Relationship between Affect and Employee "Citizenship"。Academy of Management Journal，26(4)，587-595。  new window
19.Bettencourt, Lance A.、Brown, Stephen W.(1997)。Customer-contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors。Journal of Retailing，73(1)，39-61。  new window
20.Folger, R.、Konovsky, M. A.(1989)。Effects of Procedural and Distributive Justice on Reactions to Pay Raise Decisions。Academy of Management Journal，32(1)，115-130。  new window
21.Moorman, R. H.、Blakely, G. L.(1995)。Individualism-Collectivism as an individual difference predictor of organizational citizenship behavior。Journal of Organizational Behavior，16(2)，127-142。  new window
22.Smith, C. Ann、Organ, Dennis W.、Near, Janet P.(1983)。Organizational citizenship behavior: Its nature and antecedents。Journal of Applied Psychology，68(4)，653-663。  new window
23.Van Dyne, Linn、Graham, Jill W.、Dienesch, Richard M.(1994)。Organizational citizenship behavior: construct redefinition, measurement, and validation。Academy of Management Journal，37(4)，765-802。  new window
24.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
25.陳淑菁(20020100)。國立科學工藝博物館館員工作滿意度之研究。科技博物，6(1)，4-16。new window  延伸查詢new window
26.Tinsley, Howard E. A.、Tinsley, Diane J.(1987)。Use of factor analysis in counseling psychology research。Journal of counseling Psychology，34(4)，414-424。  new window
27.Organ, Dennis W.、Ryan, Katherine(1995)。A Meta-Analytic Review of Attitudinal and Dispositional Predictors of Organizational Citizenship Behavior。Personnel Psychology，48(4)，775-802。  new window
28.鄭仁偉、廖瓊瑤(20001200)。臺灣地區文化中心員工組織公民行為模型之研究。交大管理學報，20(2)，79-112。new window  延伸查詢new window
29.Konovsky, Mary A.、Pugh, S. Douglas(1994)。Citizenship behavior and social exchange。The Academy of Management Journal，37(3)，656-669。  new window
30.Comrey, A. L.(1988)。Factor analytic methods of scale development in personality and clinical psychology。Journal of Consulting and Clinical Psychology，56(5)，754-761。  new window
31.Podsakoff, Philip M.、MacKenzie, Scott B.、Moorman, Robert H.、Fetter, Richard(1990)。Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors。The Leadership Quarterly，1(2)，107-142。  new window
32.Organ, Dennis W.、Konovsky, Mary A.(1989)。Cognitive Versus Affective Determinants of Organizational Citizenship Behavior。Journal of Applied Psychology，74(1)，157-164。  new window
33.Porter, Lyman W.、Steers, Richard M.、Mowday, Richard T.、Boulian, Paul V.(1974)。Organizational commitment, job satisfaction, and turnover among psychiatric technicians。Journal of Applied Psychology，59(5)，603-609。  new window
34.Farh, Jiing-Lih、Earley, P. Christopher、Lin, Shu-Chi(1997)。Impetus for Action: A Cultural Analysis of Justice and Organizational Citizenship Behavior in Chinese Society。Administrative Science Quarterly，42(3)，421-444。  new window
35.林鉦棽(2004)。休閒旅館從業人員的組織公正組織信任與組織公民行為關係：社會交換理論的分析。中華管理學報，5(1)，91-112。  延伸查詢new window
36.劉逸文(1990)。台灣地區觀光旅館人力資源及教育訓練現況分析。觀光資料，257。  延伸查詢new window
37.Gonzalez, S. M.(2004)。Improving human resources management: some practical questions and answers。International Journal of Contemporary Hospitality Management，16(1)，59-64。  new window
38.Adams, J. S.(1963)。Wage inequityWage inequity, productivity, and work quality。Industrial Relations，3，9-16。  new window
39.Bartle, S. A.、Dansby, M. R.、Landis, D.、McIntyre, R. M.(2002)。he effect of equal opportunity fairness attitudes on job satisfaction, organizational commitment, and perceived work group efficacy。Military Psychology，14(4)，299-319。  new window
40.Moorman, R. H.(1991)。Relationship between organization justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?。Journal of Applied Psychology，76(6)，845-855。  new window
41.Mathieu, J. E.(1988)。A causal model of organizational commitment in a military training environment。Journal of Vocational Behavior，32，321-335。  new window
42.Pizam, A.、Thornburg, S. W.(2000)。Absenteeism and voluntary turnover in Central Florida hotels: A pilot study。Hospitality Management，19，211-217。  new window
43.Schnake, M.、Cochran, D.、Dumler, M.(1995)。Encouraging organizational citizenship: The effects of job satisfaction, perceived equity and leadership。Journal of Management Issues，2，209-221。  new window
44.Stamper, C. L.、Van dyne, L.(2003)。Organizational citizenship behavior: a comparison between part-time and full-time service employees。The Cornell Hotel and Restaurant Administration Quarterly，41(1)，33-42。  new window
學位論文
1.李盈盈(1998)。博物館館員之組織目標認知,組織承諾與工作滿足研究--以國立科學工藝博物館為例(碩士論文)。國立台南藝術學院。  延伸查詢new window
2.戴有德(2002)。Overall Customer Satisfaction, Trust, and Commitment in Customer Voluntary Performance Behaviors with Travelers in Lodging Services(博士論文)。The Pennsylvania State University。  new window
3.蔡百倉(2001)。倫理氣候認知、組織承諾對組織公民行為影響之研究--以中華電信新營營運處與佳里營運處為例(碩士論文)。國立中山大學。  延伸查詢new window
4.梁凱雯(2002)。組織公平、工作自主性與互依性對觀光旅館餐飲服務員工組織公民行為之相關研究(碩士論文)。世新大學，台北市。  延伸查詢new window
5.劉春榮(1993)。國民小學組織結構、組織承諾與學校效能關係研究(博士論文)。國立政治大學。new window  延伸查詢new window
6.林淑姬(1992)。薪酬公平、程序公正與組織承諾、組織公民行為關係之研究(博士論文)。國立政治大學。new window  延伸查詢new window
7.郭振生(2003)。內部行銷導向、組織承諾、工作滿意與學校效能關係之研究--以台南地區國民小學為例(碩士論文)。南華大學。  延伸查詢new window
8.陳增朋(2001)。大學校院體育主管領導型態、體育教師內外控取向與體育教師組織承諾關係之研究(碩士論文)。國立臺灣師範大學。  延伸查詢new window
9.許瑰琦(2003)。特殊教育學校教師工作滿意度、人格特質與離職意願關係之研究。國立海洋大學，基隆市。  延伸查詢new window
10.陳文芳(2002)。人力資源部門內部服務品質因子之研究-企業主管觀點，高雄市。  延伸查詢new window
11.楊偉霖(2002)。公立學校教師於現階段及預測公辦民營後其工作生活品質知覺對組織承諾及島工作行為的影響之研究─以嘉義市國民中小學為例。南華大學，嘉義縣。  延伸查詢new window
12.廖瓊瑤(1997)。台灣地區各縣市文化中心組織公民行為之研究。銘傳大學，台北市。  延伸查詢new window
圖書
1.Whyte, Willian H.(1956)。The organizational man。Simon & Schuster。  new window
2.Mowday, R. T.、Porter, L.M.、Steers, R.M.(1982)。Employee organizational link ages : The psychology of commitment absenteeism, and turnover。New York：Academic Press。  new window
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4.林清河、吳萬益(2002)。行銷研究。臺北市：華泰文化事業股份有限公司。  延伸查詢new window
5.張紹勳(2000)。研究方法。臺中市：滄海。  延伸查詢new window
6.Smith, Patricia C.、Kendall, Lorne M.、Hulin, Charles L.(1969)。The measurement of satisfaction in work and retirement: A strategy for the study of attitudes。Rand McNally & Company。  new window
7.Weiss, D. J.、Dawis, R. V.、England, G. W.、Lofquist, L. H.(1967)。Manual for the Minnesota Satisfaction Questionnaire。Minneapolis：Industrial Relations Center, University of Minnesota。  new window
8.Homans, George Caspar(1961)。Social behavior: Its elementary forms。Harcourt, Brace & World, Inc.。  new window
9.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
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11.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
12.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
13.Price, J. L.、Mueller, C. W.(1986)。bsenteeism and turnover of part-time employee。Greenwich, CT。  new window
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其他
1.交通部觀光局(2004)。取自年度施政重點-2003年施政重點，台北市。，http://202.39.225.136/indexc.asp。  延伸查詢new window
圖書論文
1.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
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