以服務品質為中介變相探討國際觀光旅館組織創新與組織績效之相關研究

本研究以台灣地區國際觀光旅館之各部門員工為研究對象，探討員工所知覺到的組織創新（技術創新及管理創新）與組織績效之間的關係，並探討服務品質是否會對組織創新（技術創新及管理創新）與組織績效產生中介效果。採便利抽樣方式進行問卷調查，受測對象除了工作滿六個月以上之正式員工外，另委請其直屬主管協助填答員工之服務品質之表現。員工問卷發放500份，回收有效問卷397份；主管問卷發放100份，回收有效問卷85份。研究結果顯示：組織創新及技術創與服務品質有顯著的正相關；服務品質與組織績效有顯著的正相關；組織創新（技術創新、管理創新）與組織績效有顯著的正相關；服務品質會對技術創新與組織績效之間產生中介效果。

關鍵字

技術創新；管理創新；服務品質；組織績效；國際觀光旅館

並列摘要

This research aims to explore the relationship between international tourist hotel employees' perceived organizational innovation (technological innovation and management innovation) and organizational performance in Taiwan. It also examines the mediator effect of service quality on the relationship between organizational innovation (technological innovation and management innovation) and organizational performance. Questionnaire survey method was used to collect data through convenience sampling. The research samples were full time employees and managers who have worked more than six months in the international tourist hotel in Taiwan. Sample matching method was applied so that direct managers were invited to evaluate service quality of their subordinate employees. Five hundred questionnaires were sent to employees and 100 questionnaires to the manager-level. A total of 397 valid questionnaires were received from employees while 85 valid questionnaires from manager-level were received. Research results indicated that: Organizational innovation and technological innovation have positive impact on service quality; Service quality has positive impact on organizational performance; Organizational innovation, technological innovation and management innovation have positive impact on organizational performance; Service quality has moderation effect on the two relationships between technological innovation to organizational performance.