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題名 | 航空公司第一線服務人員之組織承諾、專業承諾與顧客期望服務態度之探討--以神馳經驗為干擾變項=The Study of Airline's Front-Line Staffs among Organizational Commitment, Professional Commitment, and Expected Service Attitudes of Customer Based on Flow Experience |
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作者 | 楊政樺; 陳光華; Yang, Cheng-hua; Chen, Kaung-hwa; |
期刊 | 旅遊管理研究 |
出版日期 | 20061200 |
卷期 | 6:2 民95.12 |
頁次 | 頁217-243 |
分類號 | 557.92 |
語文 | chi |
關鍵詞 | 組織承諾; 專業承諾; 神馳經驗; 服務態度; Organizational commitment; Professional commitment; Flow experience; Service attitude; |
中文摘要 | 航空業是人力密集,尖離峰及淡旺季明顯,且全年無休運轉的運輸服務業,無論就產業特性或人力結構而言,皆較一般產業複雜,近年來航空公司第一線人力有朝向正職員工與約聘人力相互支援之趨勢。因此,在維繫基本的服務品質下,第一線員工之服務態度益形重要。本文為探索性研究,嘗試以第一線員工之神馳經驗為干擾變項,分析其是否會影響第一線服務人員之組織承諾與專業承諾對顧客所期望的服務態度的相關性。本研究發現:(1)第一線服務人員的特性對顧客期望服務態度之認同有顯著差異,(2)第一線服務人員之「組織承諾對服務態度」及「專業承諾對服務態度」均有顯著相關,及(3)第一線服務人員的神馳經驗對於專業承諾與顧客期望服務態度的相關性有顯著正向影響。 |
英文摘要 | Airlines, a labor-condensed, provide passengers with transportation service around the clock operation. It is more complex than the rest of industries in terms of the quality of the service or the structure of the labor. The current trend for the front-line staff in the airlines is toward the mutual support between full-time staff and atypical staff. Thus, in the maintenance of the basic service quality, the service attitude of the front-line servers from the point of the view of the international long-haul fight passengers is becoming more and more important. This paper is an exploratory study and intends to analyze the flow experience, viewed as interrupted variable, weather influences the relationships between the expected service attitude and organizational commitment and professional commitment of front-line staff, respectively. The results show that: (1) the traits of front-line staff reveal significant difference on their cognition for customers' expected service attitudes, (2) organizational commitment and professional commitment of first-line staff are significantly positive relationship to customers' expected service attitudes, and (3) the flow experience of front-line staff can influence positively the relationship between professional commitment and customers' expected service attitudes. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。