新冠疫情期間領隊人員其心理資本與組織承諾對留職意願之研究

過去觀光旅遊管理的文獻已指出旅遊服務績效正是由領隊人員留職意願展現出來，而領隊人員性格與態度將會影響領隊人員留職意願。本研究依據心理資本架構的理論，應用於組織行為領域之中。自新型冠狀病毒肆虐，觀光業受到打擊與衰退，探討149位領隊人員之留職意願，從組織行為領域出發，採用心理資本、組織承諾與留職意願之研究架構。結構方程式（SEM）中迴歸分析與路徑分析，實證結果支持，心理資本中（自我效能與希望樂觀）正面影響領隊人員的組織承諾；而組織承諾中（持續性組織承諾、情感性組織承諾）則會對為領隊人員對其留職意願產生正面影響；因此，規範性與情感性組織承諾扮演了心理資本中（自我效能與希望樂觀）與留職意願關係中的中介角色。研究結論有利於暸解旅遊業之領隊人員心理資本與受到組織承諾中介的影響，進而是否展現傳遞服務過程之留職意願產生。最後，本研究提出理論的架構，作為旅行業領隊人員、管理階層與學者的指導建議。

關鍵字

領隊人員；留職意願；心理資本；組織承諾

並列摘要

The tourism management literature in the past has pointed out that the performance of tourism services is reflected by the leader's willingness to stay, and the leader's personality and attitude will affect the leader's willingness to stay. This research is based on the theory of psychological capital structure and applied it in the field of organizational behavior to examine whether the psychological transformation of the travel industry leader's practice process finally leads to the idea of the intention to stay. The success of tourism and tourism services depends on the willingness of the team leader to stay. In particular, the psychological capital and organizational commitment shown in the group service of tourists are the key factors in showing the effectiveness of the service and also in encouraging the willingness of the tourists to continuously travel abroad. Ever since 2019 when COVID-19 erupted, the global tourism industry has been severely hit and on the decline. Taking advantage of the reorganization of the industry's personnel quality, this study explores the willingness of 149 tour leaders to retain their jobs, starting from the field of organizational behavior and adopting psychological capital and a research framework for organizational commitment and willingness to stay. Regression analysis and path analysis in the Structural Equation Modeling (SEM) support the empirical results. Part of the psychological capital does affect organizational commitment and further affects the willingness to retain, and organizational commitment also has a partial intermediary effect on the willingness to retain a job. The research conclusions are helpful to understand the psychological changes of tour leaders and the influence of the intermediary of organizational commitment and then to show whether a willingness to stay in the service process is generated. Finally, this research proposes a theoretical framework as a guide for tour leaders, management, and scholars.

並列關鍵字

Tour Leader ； Retention Willingness ； Psychological Capital ； Organizational Commitment

參考文獻

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