旅館員工神經質人格特質、職能與交互效果對工作績效之影響

The Influence of Hotel Staffs' Neuroticism, Competence and the Interaction Effect on Job Performance

林銘昌(Ming-Chang Lin) ； 黃秀珠(Hsiu-Chu Huang) ； 邱晏麟(Yen-Lin Chiu)

《運動休閒餐旅研究》 6卷3期 (2011/09) Pp. 85-102

https://doi.org/10.29429/JSLHR.201109_6(3).05

摘要

旅館產業以提供無形的服務產品為主，旅館員工與顧客產生密切的服務接觸，因此旅館員工的特質與能力，是影響其工作表現以顧客滿意度的重要因素。人格特質測驗被運用在人資源甄選實務中，然而人格特質對工作績效的預測能力卻存有許多爭議。本研究目的係在探討神經質人格特質、職能以及兩者之交互作用對旅館員工工作績效之影響情形。本研究為橫斷面調查研究，採用自編問卷作為測量工具，藉由文獻探討、焦點訪談以及因素分析，確認各量表之效度以及適合性。研究對象為某連鎖飯店所屬7家飯店之所有員工，在98年4月份期間針對該飯店員工進行問卷調查，共回收有效問卷資料254份。之後，以階層線性迴歸分析進行各項研究假設之檢驗。研究結果發現，神經質人格特質未能有效預測工作績效，然而職能以及職能與神經質人格特質的交互作用顯著影響工作績效。本研究建議，人格特質測驗做為人事甄選與評估工具時，仍應考慮特定的工作內容以及干擾因素。此外，職能是影響工作績效的重要因素，建議發展以職能為基礎的甄選工具以及教育訓練計劃以幫助工作績效之提升。

關鍵字

飯店 ； 人格特質 ； 神經質 ； 職能 ； 工作績效

並列摘要

Service is the main intangible product provided by hotel. The employees of hotel have highly service encounter with their customers. The characteristics and ability of these employees play an important role in their job performance and customers' satisfaction. Personality tests were used in personnel selection. However, the predictability of personality in job performance has numerous debates. The aim of this study was to examine the influence of neuroticism, competence and the interaction of these two variables on the hotel employs' job performance. This study was a cross-sectional study. The self-edited questionnaire was used as the measure tool. The literature review, focus-group interview and factor analysis were conducted to test the validity and suitability of specific scale. The participants were the employees of 7 hotels affiliated with a chain hotel. In April 2009, 254 validate subjects from these hotels were surveyed. Then, the hierarchical linear regression analysis was conducted to examine the hypotheses. The results showed that neuroticism is not a validate predictor of job performance. However, the competence and the interaction of neuroticism and competence variables have significant influence on job performance. While using the personality tests as personnel selection and assessment tool, the job content and other situations should be considered as moderators. Since competence was a significant influence factor of job performance, the competence-based selection tools and training plan should be developed to reinforce the job performance.

並列關鍵字

hotel ； personality ； neuroticism ； competence ； job performance

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