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題 名 | 餐飲部門員工之服務氣候、服務導向公民行為、工作績效與工作動機之相關研究--以國際觀光旅館為例=The Relationships among Service Climate, Service-oriented Organizational Citizenship Behaviors, Job Performance and Work Motivation : The Case of Food and Beverage Department Employees in International Tourist Hotels |
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作 者 | Hsu, Shun-Wang; Lu, Chia-Jung; Ju, Lan-Ping; | 書刊名 | 中華家政學刊 |
卷 期 | 48 2010.12[民99.12] |
頁 次 | 頁123-146 |
分類號 | 496.7 |
關鍵詞 | 服務氣候; 工作績效; 工作動機; 服務導向公民行為; Service climate; Job performance; Work motivation; Service-oriented organizational Citizenship behaviors; |
語 文 | 中文(Chinese) |
中文摘要 | 研究旨在探討國際觀光旅館餐飲部門之服務氣候是否有助於員工展現其服務導向公民行為?抑或是帶來實質的工作績效?而員工的工作動機是否會干擾服務導向公民行為與工作績效的關係?本研究以台灣地區59家國際觀光旅館餐飲部門為研究母體,採便利抽樣進行問卷調查,並請其直線主管協助填答員工的工作績效狀況。員工問卷發放500份,回收有效問卷382份;主管問卷發放100份,回收有效問卷84份。研究結果顯示,服務氣候與服務導向公民行為有正向相關;服務導向公民行為與工作績效有正向相關;服務氣候對於工作績效並無顯著正向預測力,須透過服務導向公民行為的中介效果才得以產生關聯性;內、外在工作動機對於服務氣候與工作績效之間並無干擾效果存在。 |
英文摘要 | The main purpose of this study is to explore whether the service climate in food and beverage department of International Hotels promotes employees’ service-oriented citizenship behavior or job performance. We also aim to examine work motivation as a moderator between service-oriented citizenship behavior and job performance.The questionnaire survey method was used to collect data through convenience sampling. The samples of this research were F&B employees from 59 International Hotels in Taiwan. The direct supervisors or managers are invited to evaluate employees’ job performance using the matching methods. There were 500 questionnaires sent to employees and 100 questionnaires to directors. 382 valid data were received from employees, while 84 from directors. The results indicated that: (1) service climate has significant predictive effect on service-oriented citizenship behavior; (2) service-oriented citizenship behavior has significant predictive effect on job performance; (3) service climate hasn‘t significant predictive effect on job performance, but service-oriented citizenship behavior has mediate effect on service climate and job performance; (4) work motivation does not have moderate effect on the relationship between service-oriented citizenship behavior and job performance. |
本系統中英文摘要資訊取自各篇刊載內容。