國際觀光旅館員工之工作壓力與服務品質之相關研究－以職業倦怠為中介效果

A Study of Employees' Job Stress and Service Quality in International Tourist Hotels-Job Burnout as a Mediator

許順旺(Shun-Wang Hsu) ； 楊雯如(Wen-Ju Yang) ； 簡嘉惠(Chia-Hui Chien) ； 伍逸博(Yi-Bo Wu)

《輔仁民生學誌》 25卷1期 (2019/06) Pp. 25-48

摘要

本研究以台灣國際觀光旅館員工為研究對象，探討員工之工作負荷量、技術低度使用、角色衝突、角色模糊與服務品質之間的關係，並探討職業倦怠是否會對工作負荷量、技術低度使用、角色衝突、角色模糊與服務品質產生中介效果。採便利抽樣方式進行問卷調查，受測對象為國際觀光旅館工作滿一年以上之員工，並請其直線主管以1比5配對方式協助填答員工之服務品質。問卷發放主管及員工各550份，回收有效配對問卷370份。研究結果顯示：工作負荷量、技術低度使用、角色衝突、角色模糊對職業倦怠有顯著的正向影響；職業倦怠對服務品質有顯著的負向影響；工作負荷量及角色模糊對服務品質有顯著的負向影響；而職業倦怠會對工作負荷量、技術低度使用、角色模糊與服務品質之間產生中介效果，實證結果期能提供國際觀光旅館管理階層作為管理員工之參考依據。

關鍵字

工作負荷量 ； 技術低度使用 ； 角色衝突 ； 角色模糊 ； 服務品質

並列摘要

This research aimed to explore the relationships among international tourist hotel employees' the measurements of job loading, skill-low-utilization, role conflict, role confusion and service quality. Additionally, the mediating role of job burnout on the relationships among the measurements of job loading, skill-low-utilization, role conflict, role confusion and service quality. Research samples were full-time employees and managers who have worked more than one years in international tourist hotel in Taiwan. Questionnaire surveys with convenience sampling were applied for data collection. Sample matching method was applied so that direct managers were invited to evaluate service quality of their subordinate employees. Five-hundred-fifty questionnaires were sent to the manager-level and employees, while a total of 370 valid matching questionnaires were received. The results show that: (1) The measurements of job loading, skill-low-utilization, role conflict , role confusion and job burnout had a significant positive impact; (2) Job burnout and service quality have a significant negative impact; (3) The measurements of job loading, role confusion and service quality had a significant negative impact; (4) Job burnout, had mediating effects on the relationship between the measurements of job loading, skill-low-utilization, role confusion, and service quality. The results of the study are expected to offer practical suggestions for the management at operating and managing international tourist hotels.

並列關鍵字

The measurements of job loading ； Skill-low-utilization ； Role conflict ； Role confusion ； Service quality