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題名：國際觀光旅館技術及管理創新、服務品質與組織績效之相關研究--以組織公民行為為干擾變項
書刊名：企業管理學報
作者：許中駿／郭宇欣／張姮燕 引用關係／許順旺 引用關係
作者(外文)：Hsu, Chung-chun／Kuo, Yu-hsin／Chang, Heidi H／Hsu, Shun-wang
出版日期：2014
卷期：102
頁次：頁79-105
主題關鍵詞：技術創新；管理創新；服務品質；組織績效；組織公民行為；Technical innovation；Administrative innovation；Service quality；Organizational performance；Organizational citizenship behavior
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(11) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:11
  • 共同引用共同引用:353
  • 點閱點閱:80
本研究以台灣地區國際觀光旅館之各部門員工為研究對象，探討員工所知覺到的技術及管理創新、服務品質、組織績效與組織公民行為之間的關餘，採便利抽樣方式進行問卷調查，受測對象除了國際觀光旅館各部門工作滿六個月以上之正式員工外，另委請其直屬主管協助填答員工之服務品質與組織公民行為之表現。員工問卷發放500份，回收有效問卷397份；主管問卷發放100份，回收有效問卷的份。研究結果顯示，技術創新及管理創新皆與服務品質有顯著的正向影響；服務品質與組織績效有顯著的正向影響；技術創新、管理創新與組織績效有顯著的正向影響；組織公民行為會對管理創新與服務品質之間產生干擾效果。
This research aims to explore the relationship between international tourist hotel employees' perceived technical and administrative innovation, service quality, organizational performance and organizational citizenship behavior in Taiwan. Questionnaire survey method was used to collect data through convenience sampling. The samples of this research are employees who have worked in each department of the international tourist hotels in Taiwan for at least 6 months with directors' approved of service quality and organizational citizenship behavior. There were 500 questionnaires be distributed to staff and 100 questionnaires to directors, and 397 valid staff questionnaires and 85 valid directors questionnaires were received. The results showed that: technical innovation and administrative innovation have positive impact on service quality; service quality has positive impact on organizational performance; technical and administrative innovation have positive impact on organizational performance; organizational citizenship behavior has moderation effect on the two relationships between administrative innovation to service quality.
期刊論文
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其他
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