旅行社員工職場友誼、卓越能力商數與工作表現關係之研究—以高雄市旅行社為例

A Research of the Relationship of the Employees’ Perceptions on Workplace Friendship, Brilliant Quotient, and Work Performance in Travel Industry Sector—An Empirical Study of Travel Agencies in Kaohsiung City

張偉雄(Wei-Hsiung Chang)

指導教授 ： 李元墩

共同指導教授 ： 林舜涓

長榮大學/管理學院/經營管理研究所(博)/博士(2010年)

摘要

近年來，觀光旅遊市場備受重視，為能強化其組織效能，旅行業經營管理者莫不致力於人員服務品質之提昇。爰此，其員工之潛能特性與職場表現，將是旅行業業者所應重新檢視之關鍵要素。本研究試圖以人力資源發展觀點探討綜合與甲種旅行社員工「職場友誼」、「卓越能力商數」二變項與「工作表現」之關係，並採用配對問卷調查法進行探究，其回收問卷有效配對為219組。分析方法部份，本研究首先運用修正式德爾菲法(Modified Delphi Method)，以建構其測量量表內容，提升其問卷內容效度。爾後，再輔以應用描述性統計分析、項目分析、信度與效度分析、典型相關分析、多元迴歸分析與層級迴歸分析等來驗證本研究假設。本研究之主要結果顯示：
（一）旅行社員工對職場友誼、卓越能力商數與工作表現之認知程度均維持在認同之間。
（二）旅行社員工之「職場友誼」與「卓越能力商數」在不同的個人特性變項與組織特性變項而有顯著性差異。然而「工作表現」部份，卻未達顯著性差異。
（三）職場友誼與工作表現具有顯著之正向相關性。
（四）職場友誼對工作表現具有顯著之正向影響力。
（五）卓越能力商數與工作表現具有顯著之正向相關性。
（六）卓越能力商數對工作表現具有顯著之正向影響力。
（七）職場友誼與卓越能力商數具有顯著之正向相關性。
（八）職場友誼對卓越能力商數具有顯著之正向影響力。
（九）卓越能力商數在職場友誼與工作表現關係中未具有中介效果。
（十）卓越能力商數在職場友誼與工作表現關係中具有部份干擾效果。

關鍵字

旅行業 ； 職場友誼 ； 卓越能力商數 ； 工作表現

並列摘要

As the tourist market has been booming out for years, the entrepreneurs in the travel sectors have been devoted to enhancing service quality, talent development, and working performance related for employees so that they may enforce the working effectiveness for the organization. Hence, the research namely aims at exploring the employees and employers’ perception on workplace friendship, brilliant quotient (BQ) and work performance at Consolidated travel agencies and A-Class travel agencies in Kaohsiung city. Furthermore, the research attempts to adopt paired-test questionnaire survey, and 219 paired-respondents are returned effectively; meanwhile, the relationship among workplace friendship, BQ and work performance would be analyzed by means of modified delphi method, descriptive statistics, item analysis, reliability & validity analysis, canonical correlation analysis, multiple regression, and multiple hierarchical regression for testing the hypotheses in this research as well.
The main results of this research are cited as follows:
1. The employees of travel agencies keep agreeable level on perceptions of workplace friendship, brilliant quotient(BQ), and work performance.
2. The demographic statistical variables of employees of travel agencies are significantly differentiated with workplace friendship and brilliant quotient(BQ); however, the ones are not differentiated with work performance.
3. The workplace friendship variable is significantly positive correlated with work performance.
4. The workplace friendship variable significantly positive influence work performance.
5. The brilliant quotient(BQ) variable is significantly positive correlated with work performance.
6. The brilliant quotient(BQ) variable significantly positive influence work performance.
7. The workplace friendship variable is significantly positive correlated with brilliant quotient(BQ).
8. The workplace friendship variable significantly positive influence brilliant quotient(BQ).
9. The intervening effect of brilliant quotient(BQ) between workplace friendship and work performance is not significant.
10. The mediating effect of brilliant quotient(BQ) between workplace friendship and work performance is significant.

並列關鍵字

Travel Industry Sector ； Workplace Friendship ； Brilliant Quotient ； and Work Performance

參考文獻

11.李新民、陳密桃（2006）。實用智能、緣分信念與心理健康、工作表現之相關：以幼兒教師為例。中華心理學刊，48(2)，頁183-202。

12.李新民、周俊良（2007）。南部地區學前特殊教育人員自我效能與工作表現之相關研究，特殊教育學報，第25期，頁31-56。

14.呂國松（2007）。出類拔萃商數與內部行銷對組織承諾、組織公民行為之研究-以高科技產業為例。長榮大學經營管理研究所碩士論文，未出版，台南。

19.房美玉（2003）。台灣半導體產業之組織文化對於內外工作動機與工作績效及工作滿意度間關聯性的影響。管理評論，21(3)，頁69-96。

20.林財源、洪瑞英（2008）。國際觀光旅館員工出類拔萃商數與組織行為之實證研究—以台灣地區三大旅館連鎖集團為例。明新學報，