Service Climate, Goal Orientation, Professional Commitment and Service Performance: The Case of International Tourism Hotels in Taiwan

服務氣候、目標導向、專業承諾與服務績效之關係－以臺灣國際觀光旅館爲例

葉晶雯(Ching-Wen Yeh)

《運動與遊憩研究》 5卷4期 (2011/06) Pp. 144-159

https://doi.org/10.29423/JSRR.201106_5(4).0010

摘要

本研究目的爲檢視服務氣候、目標取向、專業承諾與服務績效的關係。本研究以台灣國際觀光旅館的前線服務人員與經理爲問卷調查實證的對象。分析結果顯示：（一）服務氣候正向影響專業承諾；（二）目標取向正向影響服務績效；（三）目標取向正向影響專業承諾；（四）專業承諾正向影響服務績效；（五）專業承諾部分中介服務氣候和服務績效之間的關係。最後，依據研究結果提出有關服務管理的建議，以供觀光旅館業者參考。

關鍵字

服務氣候 ； 目標導向 ； 專業承諾 ； 服務績效 ； 服務管理

並列摘要

This study sets out to examine managers and employees in the International Tourism Hotels, utilizing information from various sources to facilitate a discussion on the relationships between service climate, goal orientation, professional commitment and service performance. Our research findings indicate that: (i) service climate has a positive influence on professional commitment; (ii) goal orientation has a positive influence on service performance; (iii) goal orientation has a positive influence on professional commitment; (iv) professional commitment has a positive influence on service performance; (v) professional commitment partially mediates the relationship between service climate and service performance. Focusing on these results, we go on in this study to propose suggestions relating to the management of services which may serve as a reference guide for International Tourism Hotels.

並列關鍵字

Service climate ； Goal orientation ； Professional commitment ； Service performance ； Service management

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