國際觀光旅館客房部門員工壓力源、組織認同與績效表現之相關研究：以調適行為為干擾變項

Study of Stressors, Organizational Identification and Job Performance of Room Division Department Employees in the International Tourist Hotels: Coping Behavior as a Moderator

許順旺(Shun-Wang Hsu) ； 林顯邦(Hsien-Pang Lin) ； 張姮燕(Heidi-H. Chang)

《人力資源管理學報》 11卷1期 (2011/03) Pp. 1-25

https://doi.org/10.6147/JHRM.2011.1101.01

摘要

本研究以台灣地區國際觀光旅館客房部門（即客務部與房務部）員工爲研究對象，探討客房部門員工壓力源、組織認同與績效表現之關係，並探討調適行爲是否會對壓力源與組織認同的關係產生干擾作用。研究採便利抽樣方式進行問卷調查，受測對象爲客務部門及房務部門之正式員工，問卷共計發放700份，回收有效問卷593份。研究結果顯示，壓力源（人際關係壓力、角色壓力與工作壓力）與組織認同、績效表現均存在顯著負相關；組織認同與績效表現存在顯著正相關；組織認同對壓力源（人際關係壓力、角色壓力與工作壓力）與績效表現的關係皆會產生中介的效果；調適行爲對人際關係壓力與組織認同的關係具有干擾的效果；調適行爲對工作壓力與組織認同的關係具有反向干擾的效果。

關鍵字

客房部門 ； 壓力源 ； 組織認同 ； 績效表現 ； 調適行為

並列摘要

This research targets at employees in the Room Division Department (guest service division and housekeeping division) of International Toursit Hotels in Taiwan, and aims to explore the relationship among Room Department employees' stressors, organizational identification and job performance. It also examines the moderator effect of coping behavior on the relationship between stressors and organizational identification. Data was collected through the administration of a survey questionnaire to a convenience sample of full time employees in guest service division and housekeeping deivion. Seven hundred questionnaires were sent while 593 valid data was received. The results indicated (1) a negative correlation between stressors (interpersonal stress, role stress, and job stress) and organizational identification and job performance; (2) a positive correlation between organizational identification and job performance; (3) a mediator effect of organizational identification on the relationship between stressor (interpersonal stress, role stress, and job stress) and performance; (4) a moderation effect of coping behavior on the relationship between interpersonal stress and organizational identification; (5) a negative moderation effect of coping behavior on the relationship between job stress and organizational identification.

並列關鍵字

room division department ； stressor ； organizational identification ； job performance ； coping behavior

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