臺灣博碩士論文加值系統

產業迅速發展的現今，旅館服務人員面對工作上的挑戰與服務操作上的改變將會不減反增。對於企業來說，員工常常會面臨到不同工作任務與挑戰，如何能夠順利適應、面對工作或者是能夠展現更積極的顧客服務，受到研究者非常大的重視。
本研究旨在探討旅館服務人員之職涯使命感、顧客情感承諾對職涯適應能力與積極顧客服務表現之關係。員工若能具備良好職涯使命感，代表對於工作與自我職涯的認同。本研究透過主管、員工配對問卷調查的方式進行，於2019年4月1日至4月30日，針對13間飯店發放250份問卷，回收有效問卷共計201份，有效回收率98%。研究結果發現，1.職涯使命感與職涯適應力有顯著正相關2.職涯使命感與積極顧客服務表現無顯著相關3.職涯使命感與顧客情感承諾有顯著正相關4.顧客情感承諾與職涯適應力有顯著正相關5.顧客情感承諾與積極顧客服務表顯無顯著相關6.顧客情感承諾能完全中介職涯使命感對職涯適應力的正向關係7.顧客情感承諾在職涯使命感與積極顧客服務表現之間並無顯著中介效果。研究結果亦提供學術及實務意涵。

The rapid development in the hospitality industry only increased the number of challenges at work and changes in service operations for hotel service providers. Employees in a company often face different work tasks and challenges. Studies have focused on how employees adapt to a job or provide even more proactive customer services.
This study explored the relationship between two independent factors, namely hotel service providers’ career calling and affective commitment to customers, and two dependent factors, namely their career adaptability and proactive customer service performance. Employs with satisfactory career calling hold a positive attitude to with their job and their own career path. This study conducted a supervisor–employee paired questionnaire survey and administered 250 questionnaires at 13 hotels from April 1st to April 30th of 2019. A total of 201 valid questionnaires were returned, and the valid return rate was 98%. The results revealed the following findings: 1) career calling and career adaptability were significantly and positively correlated with significance; 2) career calling and proactive customer service performance were insignificantly nonsignificantly correlated; 3) career calling and affective commitment to customers had a significant positive correlation; 4) affective commitment to customers and career adaptability had a significant positive correlation; 5) affective commitment to customers and proactive customer service performance were insignificantly nonsignificantly correlated; 6) affective commitment to customers fully mediated the positive correlation between career calling and career adaptability; and 7) affective commitment to customers did not demonstrate a significant mediating effect on the relationship between career calling and proactive customer service performance. The research results can serve as a reference for future academic research and practical applications in the industry.

中文摘要I
AbstractII
謝誌IV
表目錄VII
圖目錄VIII
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的2
第三節 研究問題3
第四節 研究流程4
第二章 文獻探討5
第一節 自我決定理論5
第二節 職涯使命感8
第三節 顧客情感承諾11
第四節 職涯適應力14
第五節 積極顧客服務表現16
第六節 假設推演18
第七節 研究架構22
第三章 研究方法23
第一節 研究樣本與施測程序23
第二節 衡量變項量表24
第三節 檢驗方法30
第四章 研究結果與討論32
第一節 研究樣本分析32
第二節 假設檢驗35
第五章 結論與建議38
第一節 研究摘述39
第二節 討論39
第三節 學術與管理實務意涵41
第四節 研究限制與建議42
參考文獻44
附錄一、員工問卷54
附錄二、主管評量問卷56

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