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研究生:陳靜宜
研究生(外文):Chen, Jingyi
論文名稱:國際觀光旅館餐飲部門第一線員工內在情緒勞務、外在工作壓力、工作倦怠與服務品質之相關研究—以組織支持為干擾變項
指導教授:許順旺許順旺引用關係
口試委員:林素一徐達光
口試日期:2011-06-11
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:2011
畢業學年度:99
語文別:中文
論文頁數:236
中文關鍵詞:情緒勞務工作壓力工作倦怠服務品質組織支持
相關次數:
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本研究以台灣地區國際觀光旅館餐飲部門第一線員工為研究對象,探討員工知覺的內在情緒勞務、外在工作壓力、工作倦怠與服務品質之關聯性。本研究問卷經實務業界的深度訪談與文獻之現成量表修改而成,並採用便利抽樣方式進行問卷調查,受測對象除了國際觀光旅館餐飲部門工作滿三個月以上之正式員工外,另委請其直線主管以配對方式協助填答員工之服務品質狀況。員工問卷共計發放500份問卷,回收之有效問卷391份,有效回收率為78.2%;主管問卷共計發放100份,回收有效問卷為83份,有效回收率為83%。研究結果顯示:不同餐旅工作總年資的員工在情緒勞務、工作倦怠與服務品質上有顯著的差異;不同職級的員工在服務品質、組織支持與同事支持上亦有顯著差異。此外,情緒勞務與工作倦怠呈現顯著的負相關;工作壓力與工作倦怠呈現顯著的正相關;工作倦怠與服務品質呈現顯著的負相關;情緒勞務與服務品質會透過工作倦怠產生中介效果;工作壓力與服務品質會透過工作倦怠產生中介效果;組織支持(主管支持與同事支持)會對「情緒勞務與工作倦怠」、「工作壓力與工作倦怠」、「工作倦怠與服務品質」之間產生干擾效果。本研究期望藉由研究結果之探討與分析,對未來國際觀光旅館業者在進行人力資源管理時能有所幫助。
第一章 緒論……………………………………………………………….. 1
第一節 研究背景與動機………………………………………………… 1
第二節 研究目的………………………………………………………… 5
第三節 研究範圍與對象………………………………………………… 7
第四節 研究流程………………………………………………………… 9
第五節 名詞解釋………………………………………………………… 11
一、情緒勞務.………………………………………….……….. 11
二、工作壓力.…………………………………………..………. 11
三、工作倦怠.…………………………………………………... 11
四、服務品質.……………………………………………..……. 11
五、組織支持.……………………………………………..……. 11
第二章 文獻探討………………………………………………………….. 13
第一節 情緒勞務………………………………………………………… 13
一、情緒勞務之定義……………………………..…………….. 13
二、情緒勞務之表達方式…………………………………….... 15
三、情緒勞務之構面…………………………..……………....16
四、情緒勞務之相關研究…………………………………….... 19
第二節 工作壓力………………………………………………………… 23
一、 壓力………………………………………………………23
二、工作壓力之定義…………………………………………… 24
三、工作壓力之來源……………………………………………. 25
第三節 工作倦怠………………………………………………………… 31
一、工作倦怠之定義…………………………………………… 31
二、工作倦怠之理論…………………………………………… 33
三、工作倦怠之構面…………………………………………… 35
四、工作倦怠之歷程…………………………………………… 38
第四節 服務品質………………………………………………………… 41
一、服務品質之定義…………………………………………… 41
二、服務品質之模式…………………………………………… 43
三、服務品質之構面…………………………………………… 45
四、服務品質之相關研究……………………………………… 47
第五節 組織支持………………………………………………………… 49
一、組織支持之定義…………………………………………… 49
二、組織支持之衡量…………………………………………… 52
三、組織支持之相關研究……………………………………… 55
第六節 各構面關係與假設推導………………………………………… 57
一、情緒勞務與工作倦怠之關聯性探討……………………… 57
二、工作壓力與工作倦怠之關聯性探討……………………… 58
三、工作倦怠與服務品質之關聯性探討……………………… 60
四、情緒勞務與服務品質之關聯性探討……………………… 61
五、工作壓力與服務品質之關聯性探討……………………… 62
六、工作倦怠對情緒勞務與服務品質之中介效果探討……… 63
七、工作倦怠對工作壓力與服務品質之中介效果探討……… 64
八、組織支持對情緒勞務與工作倦怠之干擾效果…………… 65
九、組織支持對工作壓力與工作倦怠之干擾效果…………… 67
十、組織支持對工作倦怠與服務品質之干擾效果…………… 68
第三章 研究方法………………………………………………………… 71
第一節 研究架構與假設………………………………………………… 71
一、研究架構…………………………………………………… 71
二、研究假設…………………………………………………… 72
第二節 研究對象與抽樣方法…………………………………………… 75
一、研究對象…………………………………………………… 75
二、抽樣方法…………………………………………………… 76
第三節 研究工具………………………………………………………… 77
一、訪談萃取題項發展過程…………………………………… 77
二、問卷內容設計……………………………………………… 78
三、各量表編製方式…………………………………………… 78
第四節 問卷之信度與效度分析………………………………………… 85
一、信度分析…………………………………………………… 85
二、收斂效度分析……………………………………………… 96
三、各研究構面間區別效度之檢測…………………………… 104
第五節 資料分析方法…………………………………………………… 105
一、描述性統計分析…………………………………………… 105
二、因素分析…………………………………………………… 105
三、信度分析…………………………………………………… 105
四、相關分析…………………………………………………… 105
五、單因子變異數分析………………………………………… 105
六、多元迴歸分析……………………………………………… 106
七、階層迴歸分析……………………………………………… 106
第四章 研究分析結果……………………………………………………. 107
第一節 樣本描述性分析………………………………………………… 107
一、性別………………………………………………………… 107
二、年齡………………………………………………………… 107
三、婚姻狀況…………………………………………………… 107
四、任職單位…………………………………………………… 107
五、職級………………………………………………………… 107
六、教育程度…………………………………………………… 108
七、薪資………………………………………………………… 108
八、任職飯店年資……………………………………………… 108
九、餐飲業服務總年資………………………………………… 108
第二節 不同個人背景變項在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異…………………………………… 111
一、性別在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異…………….…………………….….…… 111
二、年齡在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異……………………………………………… 113
三、任職單位在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異………………………………………… 114
四、任職飯店年資在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異…………………………………… 114
五、餐旅業總年資在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異…………………………………… 115
六、職級在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異……………………………………………… 116

第三節 情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之關係………...……………………………………………. 121
一、情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之相關分析…………………………………………... 121
二、情緒勞務對工作倦怠與服務品質之預測…….……...……. 124
三、工作壓力對工作倦怠與服務品質之預測…….……...……. 125
第四節 工作倦怠對「情緒勞務」、「工作壓力」與「服務品質」之中介效果………………………………………………….. 127
一、工作倦怠對情緒勞務與服務品質之主要中介效果….…… 127
二、工作倦怠對工作壓力與服務品質之主要中介效果….…… 128
第五節 組織支持對於「情緒勞務與工作倦怠」、「工作壓力與工作倦怠」與「工作倦怠與服務品質」之干擾效果….…… 129
一、組織支持對於「情緒勞務與工作倦怠」之干擾效果……. 129
二、組織支持對於「工作壓力與工作倦怠」之干擾效果……. 133
三、組織支持對於「工作倦怠與服務品質」之干擾效果……. 137
第五章 結論與建議………………………………………………………. 143
第一節 研究結論與討論………………………………………………… 143
一、不同個人背景變項在情緒勞務、工作壓力、工作倦怠、服務品質與組織支持之差異…………………………….. 145
二、國際觀光旅館餐飲部門情緒勞務、工作壓力、工作倦怠與服務品質之關係...….……………….……………… 146
三、組織支持對情緒勞務與工作倦怠之干擾效果……….…… 152
四、組織支持對工作壓力與工作倦怠之干擾效果……….…… 154
五、組織支持對工作倦怠與服務品質之干擾效果……….…… 156
第二節 研究貢獻與限制……….……………….……………….…….… 159
一、學術之貢獻……….……………….……………….…….… 159
二、實務之貢獻……….……………….……………….….…… 159
三、研究限制……….……………….……………….…….…… 160
第三節 學術與實務建議……….……………….………………..……… 161
一、給學術研究之建議…….…………………….………..…… 161
二、給業界之建議……….……………….…………………..… 161
三、給員工之建議……….……………….…………………..… 162
參考文獻 …………………………………………………………………… 163
中文部分……………………………………………………………………. 163
英文部分……………………………………………………………………. 170
附錄一 深入訪談業界之題項……………………………………………. 192
附錄二 深入訪談業界之概念彙整表(一)………………………………...193
附錄三 深入訪談業界之概念彙整表(二)……………………………….. 201
附錄四 深入訪談業界之概念彙整表(三)……………………………….. 208
附錄五 專家問卷審查……………………………………………………. 219
附錄六 研究問卷(員工)………………………………………………….. 227
附錄七 研究問卷(主管)………………………………………………….. 231

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