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研究生:張勻絜
研究生(外文):Yun-Chieh Chang
論文名稱:國際觀光旅館主管對組織變革認知、工作態度與工作績效之相關研究—以薪酬制度為干擾變項
論文名稱(外文):Study of Organizational Change Cognition, Work Attitude and Job Performance of Manager of International Tourist Hotels─Compensation System as a Moderator
指導教授:許順旺許順旺引用關係
學位類別:碩士
校院名稱:輔仁大學
系所名稱:餐旅管理學系碩士班
學門:民生學門
學類:餐旅服務學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:211
中文關鍵詞:組織變革認知工作態度平衡計分卡薪酬制度國際觀光旅館
外文關鍵詞:Organizational Change CognitionJob InvolvementOrganizational CommitmentBalanced scorecardJob performanceCompensation S
相關次數:
  • 被引用被引用:28
  • 點閱點閱:2553
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  • 下載下載:1600
  • 收藏至我的研究室書目清單書目收藏:3
為了因應2008年北京奧運及2009年高雄世運、台北聽障奧運之舉辦,觀光局積極實施「2008-2009旅行台灣年計畫」,也因此增加觀光客對旅館數量的需求及對服務品質水準的要求。而這兩年來台灣觀光產業陸續面對金融風暴及開放大陸觀光客來台不如預期等衝擊,更使得台灣的國際觀光旅館從業人員不僅得面對越來越重的工作要求,也同時面臨著重大的變革。因此本研究欲瞭解國際觀光旅館之高階主管,其組織變革認知程度是否會影響本身的工作態度或是影響其在工作績效上的表現,而飯店所提供的薪酬制度是否會干擾高階主管組織變革認知程度與工作態度及工作態度與工作績效的關係。
本研究採行便利抽樣方式進行問卷調查,受測對象為台灣地區國際觀光旅館內副主任級(含副主廚級)以上之主管。問卷共計發放400份,回收有效問卷為315份。研究結果顯示,不同性別主管對於組織變革認知、工作態度及薪酬制度有顯著差異;不同性別的主管對於組織變革認知、工作態度及薪酬制度有顯著差異;不同婚姻的主管對於工作態度及工作績效有顯著差異;不同年齡的主管對於工作態度及工作績效有顯著差異;不同部門的主管對於組織變革認知及工作態度有顯著差異;不同總年資的主管對於組織變革認知、工作態度及工作績效有顯著差異;不同薪資的主管對於組織變革認知、工作態度及工作績效有顯著差異;不同職級的主管對於組織變革認知、工作態度及工作績效有顯著差異;組織變革認知對工作態度及其子構面工作投入與組織承諾皆呈顯著的正相關;工作態度對工作績效呈顯著正相關,其子構面組織承諾亦對工作績效呈顯著正相關;組織變革認知對工作績效呈顯著正相關,並且對工作績效兩子構面內部流程與學習與成長呈顯著正相關;而組織變革認知與工作績效亦會透過工作態度及組織承諾產生部分中介效果;而薪酬制度對於組織變革認知與組織承諾、工作態度與工作績效以及組織承諾與工作績效之間有顯著干擾效果存在。
Tourism Bureau, Republic of China (Taiwan) has been actively hosting ”Tour Taiwan Years 2008-2009” for Beijing 2008 Olympic Games, world games 2009 in Kaoshung, and International Deaflympic Games 2009 in Taipei. The “Tour Taiwan Years 2008-2009” program increases the accommodation demands and the service quality in lodging industry. Moreover, under the influence of global financial crisis while facing the fact that visitors from China are less than anticipated, not only employees working in the lodging industry have more work loading than ever, but the lodging companies itself encounters with some transformation. Therefore, this research focuses on exploring the relations between organizational change cognition, work attitude, and job performance, while considering compensation system as the intervening variable.
The research method was questionnaire survey by collecting data through convenience sampling. The samples were managers who have been serving at the international tourist hotels in Taiwan. There were 400 questionnaires sent, and 315 questionnaires were received.
The results indicated as follows:(1) personal background of managers gender showed significant differences in organizational change cognition, work attitude and compensation system; personal background of managers marriage showed significant differences in work attitude and job performance; personal background of managers age showed significant differences in work attitude and job performance; personal background of managers department showed significant differences in organizational change cognition and work attitude; personal background of managers service years in hotel industry showed significant differences in organizational change cognition, work attitude and job performance; personal background of salary showed significant differences in organizational change cognition, work attitude and job performance; personal background of position showed significant differences in organizational change cognition, work attitude and job performance; (2) organizational change cognition has a positive relationship with job involvement and organizational commitment in work attitude; (3) organizational commitment has a positive relationship with job performance; (4) organizational change cognition has a positive relationship with job performance; (5) work attitude and organizational commitment have mediate effect on the relations between organizational change cognition and job performance; (6) compensation system shows obvious impact on the relations between work attitude and job performance and organizational commitment and job performance.
目錄
第一章 緒論……………………………………………………………… 1
第一節 研究背景與動機………………………………………………… 1
第二節 研究目的………………………………………………………… 3
第三節 研究範圍及對象………………………………………………… 5
第四節 研究流程………………………………………………………… 7
第五節 名詞解釋………………………………………………………… 9
第二章 文獻探討………………………………………………………… 11
第一節 組織變革認知…………………………………………………… 11
一、組織變革內涵……………………………………………… 11
二、組織變革認知內涵………………………………………… 15
第二節 工作態度………………………………………………………… 21
一、工作態度定義……………………………………………… 21
二、工作態度衡量構面………………………………………… 21
第三節 工作績效………………………………………………………… 33
一、工作績效內涵……………………………………………… 33
二、平衡計分卡衡量構面……………………………………… 38
第四節 薪酬制度………………………………………………………… 43
一、薪酬之定義……………………………………………… 43
二、薪酬制度的功能……………………………………… 46
三、薪酬制度設計之原則……………………………… 49
第五節 各構面關係及假設推導………………………………………… 53
一、組織變革認知與工作態度之關聯性探討………………… 53
二、工作態度與工作績效之關聯性探討…………………… 55
三、組織變革認知與工作績效之關聯性探討……………… 58
四、工作態度對「組織變革認知與工作績效」中介效果探討 59
五、薪酬制度對「組織變革認知與工作態度」干擾效果……… 61
六、薪酬制度對「工作態度與工作績效」干擾效果…………… 63
第三章 研究方法………………………………………………………… 67
第一節 研究架構與假設………………………………………………… 67
一、研究架構……………………………………………… 67
二、研究假設…………………………………………………… 68
第二節 研究對象與抽樣方法…………………………………………… 71
一、研究對象…………………………………………………… 71
二、抽樣方法…………………………………………………… 72
第三節 研究工具………………………………………………………… 73
一、深入訪談…………………………………………………… 73
二、深入訪談概念萃取………………………………………… 73
三、問卷編制…………………………………………………… 74
第四節 問卷信度與效度分析…………………………………………… 81
一、信度分析…………………………………………………… 81
二、效度分析…………………………………………………… 94
第五節 資料分析方法…………………………………………………… 103
第四章 研究分析結果…………………………………………………… 105
第一節 樣本描述性分析………………………………………………… 105
第二節 不同個人背景變項在組織變革認知、工作態度、工作績效及薪酬制度之差異………………………………………………… 107
第三節 組織變革認知、工作態度、工作績效與薪酬制度之關係…… 121
第四節 薪酬制度對「組織變革認知與工作態度」干擾效果………… 131
第五節 薪酬制度對於「工作態度與工作績效」之干擾效果………… 135
第五章 結論與建議……………………………………………………… 141
第一節 研究結論與討論………………………………………………… 141
第二節 研究貢獻與限制………………………………………………… 153
第三節 學術與實務建議………………………………………………… 155
參考文獻 …………………………………………………………………… 157
中文部分 …………………………………………………………………… 157
英文部分 …………………………………………………………………… 164
附錄 …………………………………………………………………… 183
附錄一 質性訪談業界之題項…………………………………………… 183
附錄二 深入訪談概念萃取整理表(一)………………………………… 184
附錄三 深入訪談概念萃取整理表(二)………………………………… 191
附錄四 深入訪談概念萃取整理表(三)………………………………… 196
附錄五 專家問卷審查…………………………………………………… 201
附錄六 研究問卷(員工)………………………………………………… 208




表目錄
表2-1 組織變革定義…………………………………………………… 13
表2-2 組織變革認知衡量方式………………………………………… 17
表2-3 工作態度衡量變項……………………………………………… 22
表2-4 工作投入之定義………………………………………………… 24
表2-5 組織承諾之定義………………………………………………… 27
表2-6 組織承諾衡量構面與定義……………………………………… 29
表2-7 工作績效之定義………………………………………………… 34
表2-8 工作績效衡量構面與內容……………………………………… 36
表2-9 薪酬之構面形式及內容………………………………………… 44
表2-10 公平理論比率比較……………………………………………… 48
表3-1 研究假設總表…………………………………………………… 68
表3-2 台灣國際觀光旅館列表………………………………………… 71
表3-3 組織變革認知量表……………………………………………… 75
表3-4 工作態度量表…………………………………………………… 76
表3-5 工作績效量表…………………………………………………… 78
表3-6 薪酬制度量表…………………………………………………… 79
表3-7 前測樣本之個人背景變項……………………………………… 81
表3-8 員工權益之項目分析…………………………………………… 83
表3-9 規劃之項目分析………………………………………………… 84
表3-10 溝通之項目分析………………………………………………… 84
表3-11 危機感劃之項目分析…………………………………………… 85
表3-12 工作投入之項目分析…………………………………………… 86
表3-13 組織承諾之項目分析…………………………………………… 87
表3-14 內部流程之項目分析…………………………………………… 88
表3-15 學習與成長之項目分析………………………………………… 89
表3-16 合理性之項目分析……………………………………………… 90
表3-17 競爭性之項目分析……………………………………………… 90
表3-18 激勵性之項目分析……………………………………………… 91
表3-19 回饋性之項目分析……………………………………………… 92
表3-20 各量表之信度分析結果………………………………………… 93
表3-21 整體資料之各分量表信度分析結果…………………………… 94
表3-22 員工權益量表之因素分析……………………………………… 95
表3-23 規劃量表之因素分析…………………………………………… 95
表3-24 溝通量表之因素分析…………………………………………… 95
表3-25 危機感量表之因素分析………………………………………… 96
表3-26 工作投入量表之因素分析……………………………………… 96
表3-27 組織承諾量表之因素分析……………………………………… 97
表3-28 內部流程量表之因素分析……………………………………… 98
表3-29 學習與成長量表之因素分析…………………………………… 98
表3-30 合理性量表之因素分析………………………………………… 99
表3-31 競爭性量表之因素分析………………………………………… 99
表3-32 激勵性量表之因素分析………………………………………… 100
表3-33 回饋性量表之因素分析………………………………………… 100
表3-34 各量表之信度分析結果………………………………………… 101
表3-35 區別效度分析法………………………………………………… 102
表4-1 主管人員之個人背景變項……………………………………… 106
表4-2 不同性別受測者在各個研究變項平均數之差異分析表……… 108
表4-3 不同婚姻受測者在各個研究變項平均數之差異分析表……… 110
表4-4 不同個人背景變項之受測者在各個研究變項平均數差異分析表 117
表4-5 預測變項與效標變項之簡單相關係數表……………………… 123
表4-6 模型(一)配適度檢定表………………………………………… 125
表4-7 組織變革認知、工作態度與工作績效之直接效果檢定……… 127
表4-8 工作態度對組織變革認知與工作績效之間接效果檢定……… 129
表4-9 薪酬制度對於「組織變革認知與工作態度」之階層迴歸分析… 131
表4-10 薪酬制度對於「組織變革認知與工作態度」之階層迴歸分析… 132
表4-11 薪酬制度對於「組織變革認知與工作態度」之階層迴歸分析… 133
表4-12 薪酬制度對於「工作態度與工作績效」之階層迴歸分析……… 136
表4-13 薪酬制度對於「工作投入與工作績效」之階層迴歸分析……… 138
表4-14 薪酬制度對於「組織承諾與工作績效」之階層迴歸分析……… 139
表5-1 研究假設之結果總表……………………………………………… 141




圖目錄
圖1-1 研究流程圖……………………………………………………… 7
圖2-1 平衡計分卡提供轉化策略為營運的架構……………………… 38
圖2-2 顧客構面─核心量度…………………………………………… 39
圖2-3 薪酬的內涵……………………………………………………… 46
圖2-4 期望理論架構圖………………………………………………… 48
圖3-1 研究架構圖……………………………………………………… 67
圖4-1 模型(一)組織變革認知、工作態度與工作績效之直接與間接效果圖(SEM) 128
圖4-2 模型(二) 組織變革認知、工作投入、組織承諾與工作績效之效果圖(SEM) 130
圖4-3 模型(三) 組織變革認知工作績效之子構面效果圖(SEM) … 130
圖4-4 薪酬制度對於「組織變革認知與工作態度」之干擾效果… 124
圖4-5 薪酬制度對於「工作態度與工作績效」之干擾效果……… 137
圖4-6 薪酬制度對於「組織承諾與工作績效」之干擾效果……… 140
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