臺灣博碩士論文加值系統

房務部對一間旅館來說是具有重要的價值所在，由於台灣旅館房間需求的上升，房務員所面臨的工作壓力也相對提升，若壓力沒有有效改善，對於房務工作的職業倦怠感也會接踵而來，甚至會使員工產生離職傾向，故旅館如何解決以上問題，內部行銷與組織承諾將是一個重要的關鍵。本研究目的在於探討房務部員工之工作壓力、職業倦怠與離職傾向之因果關係，並透過內部行銷與組織承諾扮演干擾變數，探討是否有調節工作壓力與職業倦怠之作用。本研究採用便利抽樣法，回收198份有效問卷，有效回收率為70.2%，並將回收之問卷進行敘述性統計分析、信度分析、相關分析與迴歸分析。結果顯示房務部員工工作壓力正向影響職業倦怠，職業倦怠正向影響離職傾向，內部行銷會對工作壓力與職業倦怠產生顯著的干擾效果，而組織承諾亦會對工作壓力與職業倦怠產生顯著的干擾效果，本研究並提供學術與實務上的建議以供參考。

Housekeeping department contributes valuably for hotels. Due to the demand for hotel rooms is rising in Taiwan, housekeeper’s job stress is relatively increasing. If job stress does not solve in time, burnout and turnover intention will then appear. To solve above problems in hotels, internal marketing and organizational commitment will be important solutions. Therefore, the purpose of this study was to investigate the relationships among housekeeper’s job stress, burnout and turnover intention. Moreover, this study also examined the internal marketing and organizational commitment as moderators to influence the effects of job stress on burnout. The data was collected from 198 valid questionnaires with the convenience sampling, resulting in 70.2% response rate. Data analyses included descriptive statistical analysis, reliability analysis, correlation analysis and regression analysis. Findings indicated that the job stress had positive and significant impact on burnout. Burnout had positive and significant impact on turnover intention. Internal marketing and organizational commitment significantly moderated the relationship between job stress and burnout. This study proposed the theoretical framework of job stress, burnout, turnover intention, internal marketing and organization commitment, and provided specific practical implications.

中文摘要 ．．．．．．．．．．．．．．．．．．．．．．． iii
英文摘要 ．．．．．．．．．．．．．．．．．．．．．．． iv
致謝詞　　．．．．．．．．．．．．．．．．．．．．．．． v
內容目錄　．．．．．．．．．．．．．．．．．．．．．．． vi
表目錄　　．．．．．．．．．．．．．．．．．．．．．．． viii
圖目錄　　．．．．．．．．．．．．．．．．．．．．．．． x
第一章　　緒論．．．．．．．．．．．．．．．．．．．．． 1
第一節　　研究背景與動機．．．．．．．．．．．．．．．． 1
第二節　　研究問題與目的．．．．．．．．．．．．．．．． 5
第三節　　研究範圍與對象．．．．．．．．．．．．．．．． 9
第四節　　研究貢獻與價值．．．．．．．．．．．．．．．． 10
第五節　　研究流程．．．．．．．．．．．．．．．．．．． 11
第二章　　文獻回顧．．．．．．．．．．．．．．．．．．． 13
第一節　　房務部．．．．．．．．．．．．．．．．．．．． 13
第二節　　工作壓力．．．．．．．．．．．．．．．．．．． 16
第三節　　職業倦怠．．．．．．．．．．．．．．．．．．． 25
第四節　　離職傾向．．．．．．．．．．．．．．．．．．． 29
第五節　　內部行銷．．．．．．．．．．．．．．．．．．． 33
第六節　　組織承諾．．．．．．．．．．．．．．．．．．． 38
第七節　　工作壓力與職業倦怠之關係．．．．．．．．．．． 43
第八節　　職業倦怠與離職傾向之關係．．．．．．．．．．． 45
第九節　 內部行銷對於工作壓力與職業倦怠之關係．．．．． 46
第十節　　組織承諾對於工作壓力與職業倦怠之關係．．．．． 49
第三章　　研究方法．．．．．．．．．．．．．．．．．．． 51
第一節　　研究架構．．．．．．．．．．．．．．．．．．． 51
第二節　　操作型定義．．．．．．．．．．．．．．．．．． 52
第三節 研究假設．．．．．．．．．．．．．．．．．．． 55
第四節　　問卷設計．．．．．．．．．．．．．．．．．．． 58
第五節　　樣本與資料收集．．．．．．．．．．．．．．．． 67
第六節　　資料處理分析方法．．．．．．．．．．．．．．． 68
第七節 專家效度．．．．．．．．．．．．．．．．．．． 70
第八節 預試結果．．．．．．．．．．．．．．．．．．． 76
第四章　　研究結果．．．．．．．．．．．．．．．．．．． 90
第一節 樣本敘述性統計分析．．．．．．．．．．．．．． 90
第二節　　各變數敘述性統計分析．．．．．．．．．．．．． 92
第三節 信度分析．．．．．．．．．．．．．．．．．．． 97
第四節　　相關分析．．．．．．．．．．．．．．．．．．． 98
第五節　　迴歸分析．．．．．．．．．．．．．．．．．．． 99
第六節　　討論．．．．．．．．．．．．．．．．．．．．． 102
第五章　　研究結論與建議．．．．．．．．．．．．．．．． 107
第一節　　研究結論．．．．．．．．．．．．．．．．．．． 107
第二節　　研究建議．．．．．．．．．．．．．．．．．．． 108
參考文獻 ．．．．．．．．．．．．．．．．．．．．． 113
附錄A　　專家效度．．．．．．．．．．．．．．．．．．． 146
附錄B　　預試問卷．．．．．．．．．．．．．．．．．．． 152
附錄C 正式問卷．．．．．．．．．．．．．．．．．．． 158
附錄D 國際觀光旅館一覽表．．．．．．．．．．．．．． 163
附錄E 五星級國際觀光旅館一覽表．．．．．．．．．．． 164
表目錄
表 3-1 房務部員工工作壓力量表．．．．．．．．．．． 58
表 3-2 房務部員工職業倦怠量表．．．．．．．．．．． 60
表 3-3 房務部員工離職傾向量表．．．．．．．．．．． 62
表 3-4 旅館產業內部行銷量表．．．．．．．．．．．． 63
表 3-5 房務部員工組織承諾量表．．．．．．．．．．． 65
表 3-6 員工基本資料．．．．．．．．．．．．．．．． 67
表 3-7 工作壓力前後比較表．．．．．．．．．．．．． 70
表 3-8 職業倦怠前後比較表．．．．．．．．．．．．． 72
表 3-9 離職傾向前後比較表．．．．．．．．．．．．． 73
表 3-10 內部行銷前後比較表．．．．．．．．．．．．． 74
表 3-11 組織承諾前後比較表．．．．．．．．．．．．． 75
表 3-12 紙本與網路問卷T-test預試結果．．．．．．．． 77
表 3-13 員工基本資料預試結果．．．．．．．．．．．． 77
表 3-14 工作壓力量表信度分析預試結果．．．．．．．． 79
表 3-15 職業倦怠量表信度分析預試結果．．．．．．．． 80
表 3-16 離職傾向量表信度分析預試結果．．．．．．．． 81
表 3-17 內部行銷量表信度分析預試結果．．．．．．．． 82
表 3-18 組織承諾量表信度分析預試結果．．．．．．．． 84
表 3-19 工作壓力量表項目分析預試結果．．．．．．．． 85
表 3-20 職業倦怠量表項目分析預試結果．．．．．．．． 86
表 3-21 離職傾向量表項目分析預試結果．．．．．．．． 87
表 3-22 內部行銷量表項目分析預試結果．．．．．．．． 87
表 3-23 組織承諾量表項目分析預試結果．．．．．．．． 88
表 4-1 員工基本資料正式結果．．．．．．．．．．．． 91
表 4-2 工作壓力敘述性統計分析．．．．．．．．．．． 92
表 4-3 職業倦怠敘述性統計分析．．．．．．．．．．． 94
表 4-4 離職傾向敘述性統計分析．．．．．．．．．．． 95
表 4-5 內部行銷敘述性統計分析．．．．．．．．．．． 96
表 4-6 組織承諾敘述性統計分析．．．．．．．．．．． 97
表 4-7 信度分析表．．．．．．．．．．．．．．．．． 97
表 4-8 相關分析．．．．．．．．．．．．．．．．．． 98
表 4-9 工作壓力與職業倦怠簡單迴歸分析．．．．．．． 99
表 4-10 職業倦怠與離職傾向簡單迴歸分析．．．．．．． 100
表 4-11 內部行銷與組織承諾之層級迴歸分析．．．．．． 100
表 4-12 研究假設結果彙整．．．．．．．．．．．．．． 102
圖目錄
圖 1-1 研究流程圖．．．．．．．．．．．．．．．．． 12
圖 3-1 研究架構圖．．．．．．．．．．．．．．．．． 51
圖 4-1 交互作用圖．．．．．．．．．．．．．．．．． 101

一、中文部份

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方崇雄，張肅婷，陳冠利(2009)，運用SEM分析方法探討醫療產業主管領導型態與工作滿意度、組織承諾及工作績效之研究－以台灣省某區域教學醫院為例，中華管理評論國際學報，12(4)，1-20。

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朱建平(2003)，組織成員的政治知覺對離職傾向之影響，中山大學人力資源管理研究所未出版之碩士論文。

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何昶鴛，王雅玲(2012)，高職餐飲管理科學生校外實習學習成效之探討，技術及職業教育學報，4(3)，25-55。

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沈進成，張延蓉(2002)，內部行銷、組織承諾、工作滿足與顧客導向服務關係之研究－以主題遊樂園為例，旅遊管理研究，2(2)，79-99。

沈黎，劉林，劉斌志(2011)，社會工作者的職業倦怠與組織承諾狀況研究－以上海青少年事務社會工作者為例，青年工作與政策研究，3，3-48。

巫喜瑞(2001)，服務業內部行銷導向、組織支持、工作滿足與顧客導向間關係之研究－銀行業之例，中山大學企業管理研究所未出版之博士論文。

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林萩菁(2002)，角色壓力對於內部行銷與員工顧客導向行為關係之影響－以國際觀光飯店餐飲服務為例，嘉義大學管理研究所未出版之碩士論文。

林鉦琴(2004)，休閒旅館業從業人員的組織公正、組織信任與組織公司行為關係：社會交換理論觀點的分析，中華管理學報，5(1)，91-112。

林瑋婷(2008)，國際觀光旅館宴會廳內外場員工工作壓力、工作倦怠與離職傾向之相關研究－以社會支持為干擾變項，輔仁大學餐旅管理學系碩士班未出版之碩士論文。

邱瑜婷(2010)，國際觀光旅館餐飲部門組織正義、員工創新行為與績效表現之相關研究－以組織支持為干擾變項，輔仁大學餐旅管理學系碩士班未出版之碩士論文。

胡夢蕾(2003)，內部行銷與工作滿意度之研究－以台灣國際觀光飯店為例，旅遊管理研究，3(2)，1-25。

柯宏君(2011)，國際觀光旅館從業人員工作壓力、職業倦怠與離職傾向關係之研究，高雄應用科技大學觀光與餐旅管理研究所未出版之碩士論文。

唐毅華(2008)，從業人員組織承諾與職業倦怠相關性之研究－以中部地區S精密科技公司為例，逢甲大學經營管理學院碩士在職專班未出版之碩士論文。

高春華(2009)，台北圓山大飯店員工之工作壓力、職業倦怠與身心健康狀況之研究，嘉義大學管理學院碩士在職專班未出版之碩士論文。

孫傳宗(2004)，內部行銷作為、員工角色壓力、組織承諾與工作滿足間關係之研究－以銀行業為例，南台科技大學資訊管理研究所未出版之碩士論文。

徐克成，田靜婷(2010, November 5)，工作倦怠對離職傾向的影響歷程，發表於管理領域提昇師資研究與產學能力研討會，台中：修平科技大學。

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