旅館主管領導風格、組織承諾與組織公民行為之研究：兼論組織文化之調節效果

自2020年起因新冠肺炎全球蔓延，導致全球觀光產業重創，連帶影響國內觀光產業之營運，旅館業住宿率也隨之下降並導致員工無薪休假產生離職潮。因此，在旅館業人力資源管理更加的艱難，此刻主管領導的角色對於員工透過關懷、獎勵員工等領導風格帶領員工完成旅館目標，讓員工對飯店產生承諾及自發的角色外行為的產生，讓員工順利完成工作亦是渡過經營危機的重要因素。故本研究目的在探討旅館之主管領導風格、組織承諾與組織公民行為的關係，並進一步驗證組織文化在上述變項關係間之調節效果。以旅館業從業人員為研究對象進行問卷調查，共獲得 410份有效問卷，藉由 SPSS 25.0版及 Smart PLS 3.0統計軟體進行分析。實證研究結果顯示：（一）主管領導風格 (轉換型、交易型領導 )對員工組織承諾具有正向且顯著的影響；（二）主管領導風格 (轉換型、交易型領導 )對員工組織公民行為有正向且顯著的影響；（三）員工組織承諾對員工組織公民行為有正向且顯著的影響；（四）組織文化 (創新型、支持型組織文化 )對整體模式具有部分調節效果；（五）不同社經背景飯店員工對主管領導風格、員工組織承諾、員工組織公民行為及不同組織文化之變項有不同程度的影響。最後，提出於旅館業經營管理意涵及未來研究方向之建議。

關鍵字

轉換型領導；交易型領導；組織承諾；組織公民行為；組織文化

並列摘要

Global tourism industry has been severely damaged due to the global spread of the COVID-19 since 2022. The pandemic has also affected the operation of the domestic tourism industry. The declined hotel industry's occupancy rate results in unpaid leave for employees and a wave of resignation. Therefore, human resource management in the hotel industry is even more difficult. At this moment, the supervisor leads the employees to achieve the goals of the hotel through distinctive leadership styles such as caring and rewarding employees. By doing this, employees could be more passionate and committed to work. The high completeness of work is truly an important factor to survive the business crises caused by COVID-19. Therefore, the purpose of this study is to explore the relationship among the hotel's executive leadership style, organizational commitment, and organizational citizenship behavior and to further verify the moderating effect of organizational culture on the relationship between the above variables. A questionnaire survey was carried out on employees in the hotel industry, and a total of 410 valid questionnaires were obtained, which were analyzed by SPSS version 25.0 and Smart PLS 3.0 statistical software. The empirical research results show that: (1) Supervisor leadership style (Transformational leadership & Transactional leadership) has a positive and significant impact on employee organizational commitment; (2) Supervisor leadership style (Transformationalleadership & Transactional leadership) has a positive and significant impact on employee organizational citizenship behavior; (3) Employee organizational commitment has a positive and significant impact on employee organizational citizenship behavior; (4) Organizational culture (Innovative culture & Supportive culture) has a partial moderating effect on the overall model; (5) Hotel employees with different social and economic backgrounds have varying degrees of influence on supervisor leadership style, employee organizational commitment, employee organizational citizenship behavior and organizational culture. Overall, the study put forward suggestions on the implications of hotel management and future research directions.