(54.236.58.220) 您好!臺灣時間:2021/03/05 00:15
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:巫佳蓉
研究生(外文):Wu Chia Jung
論文名稱:觀光旅館員工工作標準化與服務行為關係之研究
論文名稱(外文):The Relationship between Job Standardization and Service Behavior in Tourist Hotels.The relationship between Job Standardization and Service Behavior in Tourist Hotel
指導教授:曹勝雄曹勝雄引用關係謝益銘謝益銘引用關係
指導教授(外文):Sheng-Hshiung TsaurYin-Ming Hsieh
學位類別:碩士
校院名稱:中國文化大學
系所名稱:觀光事業研究所
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2005
畢業學年度:93
語文別:中文
論文頁數:83
中文關鍵詞:員工工作標準化服務行為五大人格特質
外文關鍵詞:job standardizationservice behaviorthe Big-Five model
相關次數:
  • 被引用被引用:5
  • 點閱點閱:249
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
論文名稱:觀光旅館員工工作標準化與服務 總頁數:83
行為關係之研究
校(院)所組別:中國文化大學商學院觀光事業研究所
畢業時間及提要別:九十三學年度第二學期碩士學位論文提要
研究生:巫佳蓉 指導教授:曹勝雄 謝益銘
論文提要內容:
本研究問題是探討員工工作標準化(job standardization)與服務行為(service behavior)之關係,經由間接文獻引用及邏輯推理,發現兩者之關係有必要進一步釐清。此外,本研究納入五大人格特質作為控制變數,探討其對於服務行為之影響。
本研究是透過郵寄問卷(questionnaires survey)的方式,請觀光
旅館業接觸外部顧客之服務員工(customer-contact employees)幫忙填寫。總共寄發了630份問卷,請接觸顧客的員工對該旅館員工工作標準化與服務行為之看法來進行填答,最後從32家旅館回收共503份問卷,去除無效問卷167份,總共有效問卷為336份,有效回收率為67 %。
本研究結果發現,員工工作標準化與服務行為呈現正向關係;而有關控制變數五大人格特質對服務行為之影響,可從兩方面來論述,五大人格特質中的嚴謹性會與角色內服務行為呈現正向關係;五大人格特質中的嚴謹性及經驗開放性會與角色外服務行為呈現正向關係。

關鍵字:員工工作標準化、服務行為、五大人格特質
The Relationship between Job Standardization and
Service Behavior in Tourist Hotels.
Student: Chia-Jung Wu Advisor: Prof . Sheng- Hshiung Tsaur
Prof. Yih-Ming Hsieh
Chinese Culture University
ABSTRACT
This study empirically examines the relationship between job standardization and service behavior. The research problem of this paper is found in the existing literature. Furthermore, this study contained the Big Five model as a control variable to examine the effects on the influences of service behavior.
The data is composed of service contact-employees and is collected by 630 ques-tionnaires. Customer contact-employees were asked about their levels of job standardi-zation and service behavior. Of all samples, 32 different tourist hotels responded by re-turning at least one questionnaire from an employee (a total of 503 questionnaires); of these, 167 questionnaires were unusable because they were incomplete. Completed questionnaires were returned by 336 contact-employees (67% response rate).
Finally, the results indicate that job standardization is positively related to service behavior. In addition, the individuals with stronger conscientiousness trait is positively related to in-role service behavior, the individuals with stronger openness to experience trait and conscientiousness trait are positively related to extra-role service behavior.

Key words: job standardization、service behavior、the Big-Five model
內容目錄
中文摘要 ...................... iii
英文摘要 ...................... iv
誌謝辭  ...................... v
內容目錄 ...................... vi
表目錄  ...................... viii
圖目錄  ...................... xii
第一章  緒論.................... 1
  第一節  研究背景................ 1
  第二節  研究問題與目的............. 2
第三節  研究範圍與調查對象........... 5
第四節  研究內容與流程............. 6
第二章  文獻回顧.................. 8
  第一節  員工工作標準化............. 8
第二節  服務行為................ 11
第三節  服務變數之相關實證研究......... 16
第四節  相關變數對於服務行為之影響....... 22
第五節  五大人格特質之相關介紹......... 25
第三章  研究設計.................. 29
第一節 研究架構................ 29
第二節 研究變數之操作性定義.......... 30
第三節 研究假設................
第四節 問卷設計................
第五節 樣本資料與收集..............
第六節 資料統計分析方法.............
第四章 資料分析.................. 32
35
39
40
42
第一節 樣本結構................ 42
第二節  信度與效度............... 45
第三節 研究變數之基本屬性分析......... 51
第四節 五大人格特質與服務行為之關係...... 54
第五節 員工工作標準化與服務行為之關係..... 56
第五章  結論與建議................. 60
第一節  結論.................. 60
第二節 建議..................
第三節 研究限制................ 63
65
參考文獻 ...................... 67
附錄A  研究問卷...................
附錄B  區別效度分析................. 80
82








表目錄
表 3- 1 員工工作標準化、服務行為與五大人格特質之衡量變數一覽表..................
37
表 4- 1 部門別之分類................. 42
表 4- 2 樣本之背景資料表............... 44
表 4- 3 問卷各構面之Cronbach α值........... 46
表 4- 4 員工工作標準化因素之構面............ 46
表 4- 5 員工工作標準化因素分析............. 46
表 4- 6 服務行為因素之構面.............. 47
表 4- 7 服務行為因素分析................ 47
表 4- 8 五大人格特質因素之構面............. 47
表 4- 9
表 4- 10
表 4- 11
表 4- 12
表 4- 13
表 4- 14
表 4- 15
表 4- 16

表 4- 17

表 5- 1 五大人格特質因素分析表.............
研究變數之皮爾森相關分析.............
問卷題項之基本資料..............
五大人格特質變數與角色內服務行為之複迴歸分析
五大人格特質變數與角色外服務行為之複迴歸分析
員工工作標準化與角色內服務行為之簡單迴歸分析
員工工作標準化與角色外服務行為之簡單迴歸分析
員工工作標準化、五大人格特質與角色內服務行為之階層複迴歸分析................
員工工作標準化、五大人格特質與角色外服務行為之階層複迴歸分析................
研究假設支持表................
48
49
51
52
54
55
56

58

59
62


圖目錄
圖 1- 1 研究流程圖................. 7
圖 3- 1 研究架構圖................. 30
參考文獻
一、中文部分

王振源(2001),兩岸軟體開發人員創造力影響因素比較之探討,國立中央大學企業管理研究所未出版之碩士論文。

林能白,丘宏昌(1999),服務品質之研究-服務人員人格特質之影響分析與運用,管理學報,16(2),175-200。

李俊杰(2004),組織生涯管理、員工個人生涯規劃、人格特質與工作滿意度之關聯研究,國立成功大學工業管理科學研究所未出版之碩士論文。

李茂興,李幕華,林宗鴻(1994),組織行為學,台北:楊智文化,272。

李雯娣(2000),國小兒童性格特質之研究,屏東師範學院國民教育研究所未出版之碩士論文。

沈介文,陳銘嘉,徐明儀(2004),當代人力資源管理,台北:三民書局,57-58。

吳萬益,林清河(2000),企業研究方法,台北:華泰書局,63-64。

吳明隆(2003),SPSS統計應用學習實務-問卷分析與應用統計,台北:知城數位科技,5-6。

林淑姬(1992),薪酬公平、程序公平與組織承諾、組織公民行為關係之研究,國立政治大學企業管理研究所未出版之博士論文,52。

林欽榮(2002),人力資源管理,台北:楊智出版社,49-51。

陳葳菖(1997),組織承諾跟工作滿足對組織公民行為的影響:以工作疏離感為中介模式,國立中山大學人力資源管理所未出版之碩士論文。

許淑寬,陳慧姮(2003),服務管理,台北:高立圖書有限公司,38-40。

許道然(2002),公部門組織信任與組織公民行為關係之研究,國立政治大學公共行政學系未出版之博士論文。

許雅婷(2001),人格特質與團隊組合對知識分享、創新績效的影響,私立東吳大學企業管理研究所未出版之碩士論文。

章至聰(2003),非典型勞動人員工作滿意度之研究-以定期契約工為例,國立中山大學人力資源管理研究所未出版之碩士論文。

曹勝雄(2001),觀光行銷學,台北:楊智出版社。

富山芳雄(1991),服務業經營要訣,台北:創意力文化事業有限公司。

張紹勳(2001),研究方法,台北:滄海出版社。

謝益銘(2000),員工工作標準化與公司內部服務品質之關係研究,中國文化大學國際企業管理研究所未出版之博士論文。

趙惠玉(1999),國際觀光旅館工作標準化與員工工作滿意度關係之研究,中國文化大學觀光事業研究所未出版之碩士論文。

趙惠玉(2003),工作標準化對角色衝突、角色模糊關係之研究-以台灣高科技產業為例,文大商管學報,8(2),97-113。

二、英文部分

Allport, G.W., & Odbert, H. S. (1936). Trait names: A psycho- lexical study. Psychological Monographs, 47(211), 1-30.

Barrick, M. R., & Mount, M. K. (1991). The big five personality dimensions and job performance: A meta-analysis. Personality Psychology, 44(1), 1-26.

Barksdale, K., & Werner, J. M. (2001). Managerial ratings of in-role behaviors, organizational citizenship behaviors, and overall performance: Testing different models of their relationship. Journal of Business Research, 51(3), 145-155.

Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizenship. Academy of Management Journal, 26(4), 587-595.
Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial behaviors. Journal of Retailing, 73(1), 39-61.

Bettencourt, L. A., & Brown, S. W. (2003). Role stressors and customer-oriented boundary-spanning behaviors in service organizations. Journal of the Academy of Marketing Science, 31(4), 394-408.

Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.

Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical services encounter: The employee’s viewpoint. Journal of Marketing, 58(4), 95-106.

Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. San Francisco: Jossey-Bass.

Botwin, M., & Buss, D. (1989). Structure of act-report data: Is the five-factor model of personality recaptured. Journal of Personality, 53(2), 1-29.

Brady, M. K., & Cronin, J. J., Jr. (2001). Customer orientation: Effects on customer service perceptions and behaviors. Journal of Service Research, 3(3), 241-251.
Brief, A. P., & Motowidlo, S. J. (1986). Prosocial organizational behaviors. Academy of Management Review, 11(4), 710-725.

Campbell, D. T. & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56(2), 81-105.

Cattell, R. B. (1943). The description of personality: The basic traits resolved into clusters. Journal of Abnormal and Social Psychology, 38(1), 476-506.

Chebat, J. C., & Kollias, P. (2000). The impact of empowerment on customer contact employees’ roles in service organizations. Journal of Service Research, 3(1), 66-81.

Child, J.(1972).Organizational structure and strategies of control: A replication of the Aston study. Administrative Science Quarterly, 17(1), 163-177.

Cohen, S., & Brand, R. (1993). Total quality management in government: A practical guide for the real world. San Francisco: Jossey-Bass.

Costa, P. T., Jr., & McCrae, R. R. (1985). The NEO-Personality Inventory Manual. Florida: Psychological Assessment Resources.

Dalton, D. R., Todor, W. D., Spendolini, M. J., Fielding, G. J., & Porter, L. W. (1980). Organization structure and performance: A critical review. Academy of Management Review, 5(1), 49-64.

Donavan, D. T., & Hocutt, M. A. (2001). Customer evaluation of service employee’s customer orientation: Extension and application. Journal of Quality Management, 6(4), 293-306.

Fiske, D. W. (1949). Consistency of the factorial structure of personality ratings from different sources. Journal of Personality and Abnormal Psychology, 44(2), 329-344.

Galton, F. (1884). Measurement of character. Fortnightly Review, 36(3), 179-185.

George, J. M. (1991). State or trait: Effects of positive mood on prosocial behavior at work. Journal of Applied Psychology, 76(2), 299-307.

Goldberg, L. R. (1981). Language and individual differences: The search for universals in personality lexicons. California: Beverly Hill.

Goldberg, L. R. (1992). The development of markers for the big-five factor structure. Psychological Assessment, 4(4), 26-42.

Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.

Heskett, J. L., & Schlesinger, L. A. (1994). Putting the service profit chain to work.. Harvard Business Review, 72(2), 164-174.

Hogan, J., Hogan, R., & Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology, 69(3), 167-173.

Hsieh, Y. M., & Hsieh, A. T. (2001). Enhancement of service quality with job standardization. The Service Industries Journal, 21(3), 147-166.

Hsieh, Y. M., & Hsieh, A. T. (2003). Does job standardization increase job burnout. International Journal of Manpower, 24(5), 590-616.

Hsieh, A. T., Chou, C. H., & Chen, C. M. (2002). Job standardization and service quality: A closer look at the application of total quality management to the public sector. Total Quality Management, 13(7), 899-912.

James, L. R. & Jones, A. P.(1976). Organizational structure: A review of structure dimensions and their conceptual relationships with individual attitudes and behavior. Organization Behavior and Human Performance, 16(1), 74-113.

Joshi, A. W., & Randall, S. (2001). The indirect effects of organizational controls on salesperson performance and customer orientation. Journal of Business Research, 54(3), 1-9.

Katz, K., & Kahn, R. L. (1978). The social psychology of organizations. New York: John Wiley.

Kahn, R. L., Wolf, D. M., Quinn, R. P., Snoek, J. D., & Rosenthal, R. A. (1964). Organizational stress: Studies in role conflict and ambiguity. New York: John Wiley.

Kelley, S. W., & Hoffman, D. K. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3), 407-427.

Kim, J. Y., Moon, J., Han, D., & Toikoo, S. (2004). Perceptions of justice and employee willingness to engage in customer-oriented behavior. Journal of Service Marketing, 18(4), 267-275.

Klein, J. A. (1991). A reexamination of autonomy in light of new manufacturing practices. Human Relations, 44(1), 21-38.

McCrae. R. R., & John, O. P. (1992). An introduction to the five-factor model and its application. Journal of Personality, 5(2), 175-215.

Moorhead, G., & Griffin, R. W. (1998). Organization behavior: Managing people and organization. Boston: Houghton Mifflin.

Moorman, R. H., Niehoff, B. P., & Organ, D. W. (1993). Treating employees fairly and organizational citizenship behaviors: Sorting the effects of job satisfaction, organizational commitment, and procedural justice. Employee Responsibilities and Rights Journal, 6(1), 209-225.

Norman, W. T. (1963). Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomination personality ratings. Journal of Abnormal and Social Psychology, 66(2), 574-583.

Onkvisit, S., & Shaw, J. J. (1989). Service marketing: Image branding, and competition. Business Horizons, 32(1), 13-18.

Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Massachusetts: Lexington books.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). An empiric- al examination of relationships in an extended service quality model. Massachusetts: Marketing Science Institute.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVOQAL:
A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.

Price, L. L., Arnould, E, J., & Deibler, S. L. (1995). Consumers emotional response to service encounters. International Journal of Service Industry Management, 6(3), 34-63.
Rizzo, J. R., House, R. J., & Lirtzman, S. I. (1970). Role conflict and ambiguity in complex organizations. Administrative Science Quarterly.15(2), 150-163.

Robbins, S. P. (1990). Organizational theory: Structure, design, and application. New Jersey: Prentice-Hall.

Rousseau, D. M. (1990). New hire perceptions of their own and their employer’s obligations: A study of psychological contracts. Journal of Organizational Behavior, 11(2), 389-400.

Ruekert, R.W., & Walker, O. C., Jr. (1987). Marketing’s interaction with other functional units: A conceptual framework and empirical evidence. Journal of Marketing, 51(1), 1-19.

Salgado, J. F. (1997). The 5-factor model of personality and job perf- ormance in the European-community. Journal of Applied Psychology, 82(1), 30-43.

Saucier, G. (1994). Mini-markers: A brief version of Goldberg’s unipolar Big-Five markers. Journal of Personality Assessment, 63(3), 506-516.

Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25(2), 252-267.

Schneider, B., & Brown, D. E. (1984). New service design development and implementation and the employee. Chicago: American Marketing Association.

Singh, J. (2000). Performance productivity and quality of frontline employees on service organizations. Journal of Marketing, 64(2), 15-34.

Somech, A., & Drach-Zahavy, A. (2000). Understanding extra-role behavior in schools: The relationships between job satisfaction, sense of efficacy, and teachers’ extra-role behavior. Teaching and Teacher Education, 16(3), 649-659.

Stewart, G. L., Carson, K. P., & Cardy, R. L. (1996). The joint effects of conscientiousness and self-leadership training on employee self-directed behavior in a service setting. Personnel Psychol- ogy, 49(1), 143-164.

Tompson, H. B., & Werner, J. M. (1997). The impact of role conflict/
facilitation on core and discretionary behaviors: Testing a mediated model. Journal of Management, 23(4), 583-601.

Tsaur, S. H., Chang, H. M., & Wu, C. S. (2004). Promoting service quality with empowerment in tourist hotels: The role of service behavior. Asia Pacific Management Review, 9(3), 435-461.

Tsaur, S. H., & Lin, Y. C. (2004). Promoting service quality in tourist hotels: The role of HRM practices and service behavior. Tourism Management, 25(3), 583-601.
Turnley, W. H., Bolino, M. C., Lester, S. W., & Bloodgood, J. M. (2003). The impact of psychological contract fulfillment on the performance of in-role and organizational citizenship behaviors. Journal of Management, 29(2), 187-206.

Tupes, E. C., & Christal, R. E. (1961). Recurrent personality factors based on trait ratings. Journal of Personality, 60(2), 225-251.

Van Dyne, L., Cummings, L. L., & Parks, M. J. (1995). Extra-role behaviors: In pursuit of construct and definitional clarity. Research in Organizational Behavior, 17(1), 215-285.

Van Dyne, L., & LePine, J. A. (1998). Helping and voice extra-role behaviors: Evidence of construct and predictive validity. Academy of Management Journal, 41(1), 108-119.

Van Scotter, J. R., & Motowidlo, S. J. (1996). Interpersonal facilitation and job dedication as separate facets of context performances. Journal of Applied Psychological, 81(4), 525-531.

Willliams, M., & Sanchez, J. I. (1998). Customer service-oriented behavior: Person and situational antecedents. Journal of Quality Management, 3(1), 101-116.

Wiggins, J. S. (1996). The five-factor model of personality: Theoretical perspectives. New York: Guilford Press.

Zerbe, W. J., Dobni, D., & Harel, G. H. (1998). Promoting employee service behavior: The role of perceptions of human resource management practices and service culture. Canadian Journal of Administrative Sciences, 15(2), 165-179.

Zohar, D. (1997). Predicting burnout with a hassle-base measure of role demands. Journal of Organizational Behavior, 18(3), 101-115.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔