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來源資料
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題名 | SARS危機管理模式之建構與員工行為之關係探討—以臺灣觀光旅館為例=The Relations between the Construction of Crisis Management Model for SARS and Employee Behaviors, an Empirical Study of Tourism Hotels in Taiwan |
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作者姓名(中文) | 許順旺; |
作者姓名(外文) | Hsu, Shun-wang; |
書刊名 | 餐旅暨家政學刊 |
卷期 | 3:1 民95.03 |
頁次 | 頁1-22 |
分類號 | 489.2 |
語文 | chi |
關鍵詞 | 危機管理; 員工行為; SARS; Crisis management; Employee behavior; |
中文摘要 | 本研究旨在探討台灣飯店業者於SARS 期間的危機管理能力與成效,並分析 危機管理與員工效能、員工服務品質、員工心理焦慮及離職傾向之間的關係。本 研究以中華民國交通部觀光局所公佈之84 家國際觀光旅館及一般觀光旅館為樣 本,並以在SARS 期間曾在受測飯店服務之員工為施測對象。總計發出800 份問 卷,回收後實得有效問卷622 份,有效率為77.75%。本研究結果發現在SARS 期間,當員工越認同飯店的危機管理措施,其員工效能會越高,服務品質也會越 好;研究也發現員工越認同飯店危機處理的政策,其員工心理焦慮與離職傾向也 會越低。最後,本研究將根據研究結果提供實務之建議,並針對SARS 之突發狀 況擬定飯店業因應之標準作業程序,以供業者參考。 |
英文摘要 | The research purpose was to investigate the capability and effects of crisis management in Taiwan’s hotel industry during the SARS epidemic. The relations among crisis management, employee effectiveness, employees’ service quality, employee anxiety, and the turnover intension were also explored. The research samples were the 84 international and domestic tourism hotels approved by Taiwan’s Tourism Bureau. Questionnaire surveys were specifically applied to employees who ever underwent SARS experience in these 84 tourism hotels. Questionnaires were sent to 800 people for survey, and a total of 622 responses were valid data. The effective rate was 77.75%. The research results indicated that during the SARS epidemic, when employees have stronger identification with hotel’s crisis management strategies, they may present more employee effectiveness and better service quality. Besides, when employees have stronger identification with hotel’s crisis management policies, they may hold less anxiety and less turnover intension. Finally, according to the research finding, some practical recommendations for hotel industry were proposed. A draft of standard operation procedure (S.O.P.) aiming at unexpected conditions of SARS was also addressed for reference in the hotel industry. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。