臺灣博碩士論文加值系統

隨著全球觀光人口逐步上升，對於產業人才的需求也與日俱增，根據世界旅遊委員會的報告指出，到2022年的時候，東北亞地區的觀光產業佔全體GDP的比例將會達到最高，另外根據行政院觀光局2014年的統計指出，過去三年來國內的各項觀光指標也都呈現穩定上漲的趨勢，因此本研究將針對這個社會狀況，探討影響觀光產業人才行為表現的重要因素，尤其是旅遊業高階領導人員對第一線服務人員的影響。

本研究透過隨機抽樣問卷調查，調查分為兩個層級，在組織層級方面針對的是全國50間綜合旅行或分公司的高階領導人員，個人層級方面則針對這些單位的第一線服務人員，共計250位，主旨在探討轉換型領導、高績效人力資源實務、知覺組織支持和第一線人員服務行為之關係，並對所蒐集的資料進行描述性統計、因素分析、信效度檢定、單因子變異數分析(One-Way ANOVA)、線性迴歸與階層線性模型(Hierarchical Linear Modeling, HLM)等統計分析。
　　研究結果顯示，旅行業的高階領導人員藉由轉換型領導及高績效人力資源實務的積極性作為，能讓第一線員工對於知覺組織支持產生正向影響，並進而有效地影響第一線人員的服務行為，使員工在工作上不論是角色內的行為或是角色外的行為，均能符合企業的目標及使命。因此本研究的貢獻在於使旅遊產業能夠了解，藉由提升第一線員工的知覺組織支持，能對於其服務行為產生積極性影響，而要讓第一線員工的知覺組織支持提升，則有賴於高階領導人員的轉換型領導及高績效人力資源實務來運作，使企業及員工之間能夠共創雙贏的局面。

As travel population grows worldwide, there is an increasing demand for professional talents. According to a report by the World Travel and Tourism Council, the ratio of travel industry to GDP in Northeast Asia would run ahead of the rest of the word by 2022. And according to the statistics by the Tourism Bureau of the Executive Yuan in 2014, the various domestic travel indexes have shown a stable rising trend in the past three years. So, this study will pay attention to this social situation and discuss the import factors that influence personnel performance in the tourism sector, in particular the effect of high-level travel industry leaders on the front-line service staff.

A random sampling questionnaire survey was conducted in this study, which falls into two levels. There are 300 respondents, including the high-level managers of 50 national conglomerate travel agencies or branches at the organizational level and other the front-line service staff of these organizations at the individual level, were interviewed, aimed at discussing the relationship between transformational leadership, high-performance human resource practice, perceived organizational support and front-line service behavior. Then, this research would use several statistical analyses, including descriptive statistic, factor analysis, reliability and validity test, one-way ANOVA, linear regression and hierarchical linear modeling (HLM), were carried out on the data collected.

The research result shows that by means of transformational leadership and high-performance human resource practice, the high-level travel industry leaders can enable the front-line staff to positively affect perceived organizational support, and then effectively influence the front-line service behavior, so that the staff’s in-role and extra-role behaviors should be in accordance with enterprise objectives and missions at work. Therefore, the contribution of this study is that it can bring it home to the travel industry that enabling the front-line staff to enhance perceived organizational support can positively affect the front-line service behavior. In addition, the enhancement of perceived organizational support relies on high-level leaders’ transformational leadership and high-performance human resource practice, which could help achieve a win-win situation between an enterprise and its members.

1.Chinese
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吳偉德(2010)。綜合旅行社躉售業專業經理人與一線人員之知識管理研究。銘傳大學觀光研究所碩士論文
吳淑禎(2006)。知覺組織支持與直屬主管教導對實習生工作表現與工作滿意之影響-以餐旅及休憩業為例。銘傳大學觀光研究所碩士論文。
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林曉萱(2015)。轉換型領導對員工工作滿意及工作敬業之影響-以職場幸福感為中介變數。國立臺北大學企業管理學系碩士論文。
張宏生、曾建銘(2008)。台灣旅行業關鍵成功因素之初探。台灣觀光學報，5期，17-31頁。
陳芷紜(2008)。轉換型領導對組織公民行為之影響-員工正向情感之中介角色。國立高雄應用科技大學人力資源發展系碩士論文。
陳超然、盧光莉、 樊長春 (2004)。領導理論演變的探析。鄭州航空工業管理學院學報：社會科學版，23(2)，12-13。
黃同圳(2002)。人力資源管理策略(初版)。臺北：天下文化。
黃品全、蔣明親(2007)。轉換型領導對旅館餐廳服務人員行為態度之影響：社會認定與自我肯定之認知機制。觀光研究學報，13(1)，1-22。
黃美桓(2008)。轉換型領導、員工的內在動機與組織承諾對組織公民行為之影響–以公部門為例。國立中央大學企業管理研究所碩士論文。
楊會芹、何俊華(2005)。多層線性模型在心理和教育縱向研究中的運用。石家莊學院學報，10(3)，71-75。
溫福星、邱皓政(2009)。多層級模型方法論：階層線性模式的關鍵議題與試解。
葉松輝、王湧泉、黃佳純(2009)。人資從業人員角色知覺、知覺組織支持、專業承諾與職涯滿足關係之研究。
賈良定、陳永霞、宋繼文、李超平、張君君(2006)。變革型領導、員工的組織信任與組織承諾。東南大學學報（哲學社會科學版），第8卷第6期。
劉于暄(2008)。轉換型領導，人力資源品牌涉入與員工品牌行為之關係：以飯店業為例。中山大學人力資源管理研究所碩士論文。
蔡維奇(2005)。轉換型領導對員工工作績效之影響: 以員工正向心情為中介變數。國立東華大學管理學院高階經營管理碩士在職專班碩士論文。
謝雨生(2012)。社會與行為科學研究法－多層級分析。臺北：東華，29，171-212。
鍾莉容(2008)。知覺組織支持、組織認同與服務導向組織公民行為之研究-以某國際觀光旅館為例。國立高雄師範大學人力與知識管理研究所碩士論文。
鍾寶慧(2010)。推動台灣觀光旅遊產業之評估。財團法人國家政策研究基金會。
譚瑾瑜(2005)。台灣觀光產業的現況與未來發展。科經（研）094-023號。
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1.Chinese
何會濤、彭紀生(2008)。基於員工組織關係視角的人力資源管理實踐、組織支援與知識共用問題探討。外國經濟與管理，30(12)。
吳偉德(2010)。綜合旅行社躉售業專業經理人與一線人員之知識管理研究。銘傳大學觀光研究所碩士論文
吳淑禎(2006)。知覺組織支持與直屬主管教導對實習生工作表現與工作滿意之影響-以餐旅及休憩業為例。銘傳大學觀光研究所碩士論文。
李雪燕、辛濤(2006)。二分數據的多層線性模型: 原理與應用.。心理發展與教育，22(4)，97-102。
林曉萱(2015)。轉換型領導對員工工作滿意及工作敬業之影響-以職場幸福感為中介變數。國立臺北大學企業管理學系碩士論文。
張宏生、曾建銘(2008)。台灣旅行業關鍵成功因素之初探。台灣觀光學報，5期，17-31頁。
陳芷紜(2008)。轉換型領導對組織公民行為之影響-員工正向情感之中介角色。國立高雄應用科技大學人力資源發展系碩士論文。
陳超然、盧光莉、 樊長春 (2004)。領導理論演變的探析。鄭州航空工業管理學院學報：社會科學版，23(2)，12-13。
黃同圳(2002)。人力資源管理策略(初版)。臺北：天下文化。
黃品全、蔣明親(2007)。轉換型領導對旅館餐廳服務人員行為態度之影響：社會認定與自我肯定之認知機制。觀光研究學報，13(1)，1-22。
黃美桓(2008)。轉換型領導、員工的內在動機與組織承諾對組織公民行為之影響–以公部門為例。國立中央大學企業管理研究所碩士論文。
楊會芹、何俊華(2005)。多層線性模型在心理和教育縱向研究中的運用。石家莊學院學報，10(3)，71-75。
溫福星、邱皓政(2009)。多層級模型方法論：階層線性模式的關鍵議題與試解。
葉松輝、王湧泉、黃佳純(2009)。人資從業人員角色知覺、知覺組織支持、專業承諾與職涯滿足關係之研究。
賈良定、陳永霞、宋繼文、李超平、張君君(2006)。變革型領導、員工的組織信任與組織承諾。東南大學學報（哲學社會科學版），第8卷第6期。
劉于暄(2008)。轉換型領導，人力資源品牌涉入與員工品牌行為之關係：以飯店業為例。中山大學人力資源管理研究所碩士論文。
蔡維奇(2005)。轉換型領導對員工工作績效之影響: 以員工正向心情為中介變數。國立東華大學管理學院高階經營管理碩士在職專班碩士論文。
謝雨生(2012)。社會與行為科學研究法－多層級分析。臺北：東華，29，171-212。
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