薪資管理與服務業第一線員工服務品質之 關聯性研究—以餐飲業為例

A Study on the Relationships between Compensation Management And the service Quality: the First-Line Employees in Restaurant Industry as Empirical Samples

蔡美玲(Mei-Ling Tsai)

指導教授 ： 諸承明

中原大學/商學院/企業管理研究所/碩士(2004年)

https://doi.org/10.6840/cycu200400106

摘要

本研究主要是在探討薪資管理與服務業第一線員工服務品質之間的關聯性，其中，在餐廳「服務品質」方面，本研究主要以Parasuraman, Zeithaml & Berry三位學者所提出SERVQUAL 加以衡量；此外並深入研究這一層關係是否會因為公司所採取的競爭策略與面臨的外部環境不確定性之干擾而產生影響。

本研究先依據相關的文獻探討發展出研究架構，並依此一架構建立五項主要的假設，進一步透過問卷調查的方式進行實證分析，以具備大量服務業性質的餐飲業為研究母體進行分析，主要的對象鎖定在台灣目前之一般與高級的餐飲企業，竟過統計分析之後，歸納出下列幾項重要的研究結論；

1. 企業的薪資管理與企業所執行的競爭策略部分具有顯著影響，顯示兩者之間，存在相當程度的關聯性，亦即企業會根據其所採取的競爭策略不同（成本領導策略、差異化領導策略），而制訂不同的薪資制度予以因應。

2. 企業的薪資管理與企業所處環境的不確定性部分具有顯著影響，顯示兩者之間存在相程度的關聯性，亦即企業會因為其處所之外不環境不確定之高低而制訂不同的薪資制度予以因應。

3. 薪資管理與服務業第一線員工服務品質部分具有顯著影響，顯示兩者之間存在相當程度的關聯性，亦即企業第一線員工的服務品質會隨著公司對各項薪資制度的設計而產生明顯的改善。

4. 競爭策略與薪資管理之交互作用對服務品質的關聯性部分具有顯著影響，顯示兩者之間存在相當程度的關聯性，亦即企業第一線員工的服務品質會因為公司搭配不同的競爭策略下所設計的薪資管理制度而產生明顯的改善。

5. 環境不確定性與薪資管理之交互作用對服務品質的關聯性部分具有顯著影響，顯示兩者之間存在相當程度的關聯性，亦即企業第一線員工的服務品質會因為公司因應外部環境不確定性高低所設計的薪資管理制度而產生明顯的改善。

關鍵字

競爭策略 ； 服務品質 ； 環境不確定性 ； 薪資管理

並列摘要

The object of the study is to converse the relationships between compensation management and service quality of the first-line employees. To measuring the service quality, we followed by the SERVQAUL developed by Parasuraman, Zeithaml & Berry. In addition, the further research will be on the interference of Competitive Strategy and Environment Uncertainty to the relationships between compensation management and service quality.
Through reviewing related references, we develop the framework of the study, and depending on it, we camp up five hypotheses. In course of the statistical analysis from the survey’s empirical facts which was focus on the general and high class restaurants with mass services, we conclude few major consequences as follow:

1. There are partially significant correlations between Compensation Management and Competitive Strategy in the organization. It means that the compensation system will be changed as a result of what kind of competitive strategy (Cost Leadership Strategy and Differentiation Strategy) the organization will apply to.
2. There are partially significant correlations between Compensation Management and Environment Uncertainty in the organization. It means that the compensation system will be changed as a result of the Uncertainty of the organization’ external environment.
3. There are partially significant correlations between Compensation Management and service quality of the first-line employees in the organization. It means that the service quality will be improved as a result of the different designing on the compensation system of the organization.
4. There are partially significant correlations between the interaction of Competitive Strategy and Compensation Management on Service Quality in the organization. It means the service quality will be improved according to the compensation system which is designed on the competitive strategy.
5. There are partially significant correlations between the interaction of Environment Uncertainty and Compensation Management on Service Quality in the organization. It means the service quality will be improved according to the compensation system which is designed on the environment uncertainty.

並列關鍵字

Compensation Management ； Service Quality ； Environment Uncertainty ； Competitive Strategy

參考文獻

16. 唐薇娟，2003，「個人特徵、組織情境特徵與第一線員工服務態度之關連性研究-以連鎖葉為例」，中原大學 企業管理研究所。

18. 袁芳煌，2002年，「工作評價、績效評估與薪資管理之關係應用於實務之研究—以國內製造業為例」，元智大學 管理研究所。

43. 諸承明、潘士銘，1998，「勞工工作生活品質需求構面核心之研究」，Reprinted from the journal of labor studies，No.8。

1. Aaker, D.A., (1984), “The Need for Strategic Flexibility”, The Journal of Business Strategy, Vol. 5, Iss. 2; p.74, 9 pgs.

9. Chandler, A.D., (1962), Strategy and Structure: Chapters in the History of American Industrial Enterprise, Cambridge: Massachusetts: M. I. T. Press.