國際觀光旅館員工知覺倫理領導與工作績效之研究：情緒智能為中介變項

The study on relationship among ethical leadership and job performance in Taiwan International Tourist Hotels: emotional intelligence as mediator

郭彥谷(Yen-Ku Kuo) ； 魏筱昀(Siao-Yun Wei) ； 王俊豪(Jun-Hao Wang)

《觀光與休閒管理期刊》 7卷特刊 (2019/08) Pp. 1-13

https://doi.org/10.6510/JTLM.201908/SP_7.0001

摘要

國際觀光旅館在整體旅遊環境扮演關鍵的地位，住宿的需求是旅客最為關心的重點，所以如何提昇國際觀光旅館之品質，已是刻不容緩的議題。人力資源是產業中最為優勢且具有差異化的特色，其中引領國際觀光旅館中眾多員工的領導型態是需要探究的管理措施，找出能夠讓所屬組織成員能夠提昇工作績效的脈絡亦是不容忽視的關係，而且國際觀光旅館員工的服務特性必須講究情緒智能，才可達到以客為尊，服務至上的目的，故本研究以情緒智能作為中介變項，建構整體結構模型，充實產業管理意涵。據此，本研究探討國際觀光旅館產業從業人員的人力資源管理議題，著重於倫理領導認知與員工情緒智能對於工作績效的影響脈絡。本文以問卷調查法蒐集資料，以驗證性因素分析檢查各項研究工作的信效度，再以結構方程模式檢驗各個研究假設，證實管理者的倫理領導可以發揮絕佳的效用，身為服務業的主管可用此倫理管理作為讓其員工更有情緒智能，同時可達到工作績效，中介效果亦在整體模型中顯著存在，此研究結果對於管理者有實務的建議，對於整體觀光產業有所助益。

關鍵字

國際觀光旅館 ； 倫理領導 ； 情緒智能 ； 工作績效

並列摘要

Today, Taiwan's tourism industry is becoming more and more important. It plays a leading role in promoting economic and local revitalization. If you want to maintain a competitive advantage, it will definitely improve from the service level. The most important source of differentiation is high-quality human resources. This is also related to organizational leadership. Style is highly correlated with the employee's emotional ability. Based on this, this study explores the human resource management issues of international tourism hotel industry practitioners, focusing on the impact of ethical leadership cognition and employee emotional intelligence on job performance. This paper collects data by questionnaire survey, examines the reliability and validity of each research work by confirmatory factor analysis, and then examines each research hypothesis by structural equation model. This study finds that the higher the degree of perceived ethical leadership of industry employees, not only can provide emotional intelligence, but also can improve work performance; in addition, emotional intelligence can produce partial mediation effects in the main model, this paper confirms that managers' ethical leadership can play an excellent role. The utility of the service industry executives can use this ethical management as a way to make their employees more emotionally intelligent and at the same time achieve job performance. The results of this study have practical implications for managers and contribute to the overall tourism industry.

並列關鍵字

international tourist hotels ； ethical leadership ； emotional intelligence ； job performance