國際觀光飯店員工職場友誼與服務品質關係之研究

The Relationship between Workplace Friendship and Service Quality among International Tourist Hotel Employees

毛筱艷(Hsiao-Yen Mao)

《國立臺中技術學院學報》 15期 (2011/06) Pp. 23-32

https://doi.org/10.29427/JNTIT.201106_15.0002

摘要

本研究目的為探討國際觀光飯店員工職場友誼與服務品質間之關係。由過去相關研究得知，似尚未有學者探討兩者之關係。本研究以性別、年齡、婚姻、教育程度、所得以及年資為控制變數，有效樣本共221份。結果顯示，職場友誼與服務品質關係為正向關係，也就是當國際觀光飯店員工的職場友誼愈多時，則員工愈會認知愈好的服務品質。就此實証發現，本研究提出研究意涵與實務建議。

關鍵字

職場友誼 ； 服務品質

並列摘要

The purpose of this study is to investigate the relationship between workplace friendship and service quality, which has scarcely been considered in the past studies. We used gender, age, marital status, education, income and tenure as control variables. Data were collected from 221 Taiwanese international hotel employees through questionnaire survey. The results show that workplace friendship is positively associated with service quality. That is, an international hotel employee who has more workplace friendship will have higher perception of service quality. Practical suggestions and further study are also provided.

並列關鍵字

workplace friendship ； service quality