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研究生:林姸君
研究生(外文):LIN, YEN-CHUN
論文名稱:飯店員工的自我效能、情緒耗竭對離職傾向與服務導向組織公民行為之影響-以組織承諾為調節
論文名稱(外文):The influence of hotel employee’s self-efficacy and emotion exhaustion on turnover intention and service-oriented organizational citizenship behavior- The moderating role of organizational commitment
指導教授:徐達光徐達光引用關係王媛慧王媛慧引用關係
指導教授(外文):HSU, TA-KUANGWANG, YUAN-HUEI
口試委員:林子涵廖淑伶
口試委員(外文):LIN, ZI-HANLIAO, SHU-LING
口試日期:2023-06-18
學位類別:碩士
校院名稱:輔仁大學
系所名稱:餐旅管理學系碩士在職專班
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:2023
畢業學年度:111
語文別:中文
論文頁數:57
中文關鍵詞:自我效能情緒耗竭離職傾向服務行導向組織公民行為組織承諾
外文關鍵詞:Self-efficacyEmotion exhaustionTurnover intentionService-oriented organizational citizenship behaviorsOrganizational commitment
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  • 下載下載:77
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台灣飯店業在經濟活動中是有著舉足輕重的地位,其對經濟生產力的貢獻也不容小覷。根據行政院主計處2023年統計資料顯示,疫情前2019年GDP占20.20%較2018年增加3.14%。且2010年至2019年連續10年GDP皆為正向成長,飯店業的成長導致競爭激烈。因此經營者如想要永續發展,務必落實人才管理與培育策略,以培訓出符合顧客滿意度進而提升顧客滿意度之優質人才。
本研究欲探討飯店員工的自我效能、情緒耗竭對離職傾向與服務導向組織公民行為的影響。研究對象為在2023年之前已經連續工作一年以上的飯店業同仁,共發放了350份問卷,回收有效問卷266份,有效回收率為76%。
研究結果顯示,飯店員工的自我效能對離職傾向無顯著影響;自我效能對服務導向組織公民行為無顯著影響;情緒耗竭對離職傾向無顯著影響。情緒耗竭對服務導向組織公民行為呈現負向影響。根據以上研究結果,本研究也提出相關建議供未來業者及研究者參考。
The hotel industry in Taiwan holds a significant position in economic activities, contributing substantially to economic productivity. According to the 2023 statistics from the Directorate-General of Budget, Accounting and Statistics, the GDP of the hotel industry accounted for 20.20% before the pandemic in 2019, representing a 3.14% increase from 2018. Moreover, from 2010 to 2019, the GDP of the hotel industry experienced continuous positive growth for ten consecutive years, leading to intensified competition. Therefore, for sustainable development, operator must implement talent management and cultivation strategies to train high-quality personnel that meet customer satisfaction and elevate overall customer experience.

This study aims to explore the impact of hotel employee’s self-efficacy and emotional exhaustion on turnover intention and service-oriented organizational citizenship behavior. The participants were employees in the hotel industry who had worked continuously for at least one year before 2023. A total of 350 questionnaires were distributed, with 266 valid responses, resulting in an effective response rate of 76%.

The research findings indicate that self-efficacy among hotel employees has no significant impact on turnover intention, and it does not significantly influence service-oriented organizational citizenship behavior. Similarly, emotional exhaustion does not significantly affect turnover intention. However, emotional exhaustion exhibits a negative impact on service-oriented organizational citizenship behavior. Based on these results, the study provides relevant recommendations for future practitioners and researchers in the field.
摘 要 i
目 錄 iv
表目錄 vi
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 5
第三節 研究流程 5
第四節 名詞解釋 6
第二章 文獻探討 8
第一節 飯店服務業概況探討 8
第二節 離職傾向探討 9
第三節 服務導向組織公民行為探討 11
第四節 自我效能概念探討 13
第五節 情緒耗竭概念探討 14
第六節 組織承諾概念探討 16
第三章 研究方法 20
第一節 研究架構與研究假設 20
第二節 變項定義與衡量構面 21
第三節 問卷設計與內容 23
第四節 統計方法 27
第四章 研究結果 29
第一節 樣本分析 29
第二節 信度分析 32
第三節 相關分析 34
第四節 迴歸分析 36
第五章 結論與建議 40
第一節 研究結論 40
第二節 建議 42
參考文獻 47
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