臺灣博碩士論文加值系統

現今餐飲服務業的蓬勃發展，在消費者對服務品質要求日益嚴格下，公司要求第一線服務人員提供外部顧客該有的產品與服務之時，公司主管應先滿足員工的內部服務品質，使得員工滿意度提高而有助對外服務與忠誠參與等組織公民行為之發展。此外，由於不同公司擁有迥異的組織文化，屬於組織層次變數，亦會影響員工行為模式。本研究以台中市24家餐飲業者的24位高層主管問卷與359員工問卷為有效樣本，運用階層線性模式(hierarchical linear models, HLM)進行分析，探討餐飲業內部服務品質 (個體層次變數)對組織公民行為之影響，與組織文化（組織層次變數）所產生的跨層次直接與干擾效果。經過實證研究結果如下:
1.本研究發現個體層次的內部服務品質之「合作支援與溝通」、「教育訓練」、「薪資獎賞與肯定」與「自我成就」對組織公民行為之服務協助有顯著正向影響。對組織公民行為之忠誠參與上，僅「自我成就」的影響不顯著。
2.跨層次分析部分，在控制內部服務品質下，組織層次的組織文化中，「服務熱忱與榮譽」、「人性領導」、「注重細節品質」與「協調自主性」對組織公民行為有部分跨層次直接效果。
3.組織文化的「人性領導」、「團隊行動導向」、「注重工作環境」、「顧客導向」、「協調自主性」、「服務熱忱與榮譽感」與「注重細節品質」對內部服務品質與組織公民行為間有部分跨層次干擾效果。
本研究針對以上結果提出後續研究實務建議與管理意涵。

Nowadays, the food and beverage service industry is blooming. In face of customers’ more and more demand on service quality, companies should make their front-line employees satisfy with the internal service quality before requesting their employees to provide the products and service to external customers, and then the organizational citizenship behavior of employees will be developed. Besides, organizations have different culture, which will influence employees’ behavior. This thesis used 24 executive samples, and 359 employee samples from the food and beverage Industry in Taichung. Using hierarchical linear modeling, the impact of internal service quality on the organizational citizenship behavior, the direct effect of organizational culture on organizational citizenship behavior, and the moderating effect of organizational culture on the relationship between internal service quality and organizational citizenship behavior have been tested. The results are summarized as following:
1. In the individual-level analysis, several dimensions of internal service quality , including “collaborate communication and support,” “reward and affirmation,” and “educational training and self-achievement,” have partial influence on the organizational citizenship behavior.
2. In the group-level analysis, several dimensions of organizational culture, including “honor and devotion of service,” “attention to detail and quality,” “humanity leadership,” and “co-ordination and self-determined,” have partial cross level direct effects on the organizational citizenship behavior.
3. Several dimensions of organizational culture, including “humanity leadership,” “teamwork orientation,” “attention to work setting,” “customer orientation,” and “co-ordination and self-determined,” have partial cross level moderating effects on the relationship between internal service quality and organizational citizenship behavior.

中文摘要 ………………………………………………………………………………… i
英文摘要 ………………………………………………………………………………… ii
誌謝 ………………………………………………………………………………… iii
目錄 ………………………………………………………………………………… iv
表目錄 ………………………………………………………………………………… v
圖目錄 ………………………………………………………………………………… vi
一、 緒論…………………………………………………………………………… 1
1.1 研究背景與動機…………………………………………………………… 1
1.2 研究目的…………………………………………………………………… 2
1.3 研究流程…………………………………………………………………… 3
二、 文獻探討……………………………………………………………………… 4
2.1 餐飲業概況………………………………………………………………… 4
2.2 內部服務品質……………………………………………………………… 5
2.3 組織公民行為……………………………………………………………… 11
2.4 組織文化…………………………………………………………………… 15
2.5 內部服務品質、組織文化與組織公民行為之關係……………………… 21
三、 研究方法……………………………………………………………………… 24
3.1 研究架構…………………………………………………………………… 24
3.2 研究變項操作性定義與衡量……………………………………………… 24
3.3 測量與資料分析工具……………………………………………………… 26
3.4 問卷發放與回收…………………………………………………………… 29
3.5 樣本分析…………………………………………………………………… 30
四、 研究結果……………………………………………………………………… 38
4.1 隨機效果單因子變異數分析……………………………………………… 38
4.2 隨機係數迴歸模式………………………………………………………… 40
4.3 隨機變動係數模式………………………………………………………… 43
五、 結論與建議…………………………………………………………………… 58
5.1 研究結論…………………………………………………………………… 58
5.2 研究建議…………………………………………………………………… 60
5.3 研究限制…………………………………………………………………… 62
參考文獻 ………………………………………………………………………………… 63
附錄一 ………………………………………………………………………………… 69
附錄二 ………………………………………………………………………………… 72
作者簡歷 ………………………………………………………………………………… 74

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