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題 名 | 服務導向對工作滿足、組織承諾與離職傾向之影響--以臺北市之國際觀光旅館為例=Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving--An Empirical Study of the International Tourist Hotels in Taipei |
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作 者 | 呂龍潭; 張瀚之; | 書刊名 | 全球商管研究 |
卷 期 | 1:1 民95.11 |
頁 次 | 頁1-14 |
分類號 | 177.7 |
關鍵詞 | 服務導向; 工作滿足; 組織承諾; 離職傾向; Service orientation; Job satisfaction; Organizational commitment; Intention of leaving; |
語 文 | 中文(Chinese) |
中文摘要 | 臺灣的旅館業正面臨員工流動的問題,員工的離職傾向可能對旅館業者產生實質的成本,其結果也可能造成顧客的流失以及產品與服務品質的低落。為了降低員工的流動率,管理者必須對員工內部的激發性因子相當敏銳。服務導向是一種可以提昇服務業競爭地位的組織特性,以服務為導向的旅館業者,將能滿足顧客期望與留住顧客,並確保顧客的持續光臨。此外,組織對服務導向的重視也會影響員工的工作滿足、組織承諾、服務形象與服務績效。 因此,本研究引用了一套服務導向的模式,此模式假設服務導向的三構面(顧客焦點、組織支持及壓力下的顧客服務)與服務導向的結果(工作滿足、組織承諾及離職傾向)之間的架構關係。並以臺北市之國際觀光旅館前場部門的員工做為實證研究的對象進行調查,所獲得的資料採SPSS統計軟體進行相關與迴歸分析。研界結果發現顧客焦點與組織支持對員工的工作滿足與組織承諾有顯著正向的影響,且工作滿足與組織承諾對離職傾向有顯著負向的影響。換句話說,旅館業者能藉由服務導向的規劃來提升員工的工作滿足與組織承諾進而降低離職傾向。 |
英文摘要 | The service orientation program will enhance the competition of the service enterprise. Service-oriented service providers will meet the expectations of their guest and ensure customer retention and repeat patronage. Service orientation at the organizational level influences the level of the employee's job satisfaction, organizational commitment, service image, and business performance. The hospitality industry in Taipei has been troubled with high turnover and employee morale problems. In addition, the intangible costs of turnover may result in loss of customers, quality of products and services. The purpose of this study is to examine the effect of service orientation on job Satisfaction, organizational commitment, and intention of leaving. Based on the research presented in the literature review, a service orientation model is used. The model postulates the relationship between three components of service orientation (organizational support, customer focus, and service under pressure) and consequences of service orientation (job satisfaction, organizational commitment, and intention of leaving). The subjects of this study are employees of the international tourist hotels in Taipei. The data gathered were analyzed by correlate and regression. The empirical results show that customer focus and organizational support were positively associated with employees' job satisfaction and organizational commitment, but job satisfaction and organizational commitment were negatively associated with their intention of leaving. On the other hand, there is an indirect effect between service orientation and intention of leaving through job satisfaction and organizational commitment. |
本系統中英文摘要資訊取自各篇刊載內容。