飯店內調節焦點與服務破壞的關係:論不當督導之調節作用

The Relationship between Regulatory Foci and Service Sabotage in Hotel Context: The Moderating Role of Abusive Supervision

韓蒂蒂(Thi Thi Han Thaung)

指導教授 ： 戴有德

國立暨南國際大學/管理學院/觀光休閒與餐旅管理學系/碩士(2019年)

https://doi.org/10.6837/ncnu201900034

摘要

本研究欲探討旅館員工調節焦點效果對服務破壞的影響效果,並同時檢視不當督導是否會調節員工調節焦點與服務破壞之間的關係。問卷調查以中國旅館從業員工為發放對象,並且採用非機率抽樣(判斷/立意抽樣)。本研究採用非機率抽樣(判斷/立意抽樣),總計發放 1500 份問卷,有效問卷回收 400 份(有效回收率26.66%)。本研究發現求成焦點會減少服務破壞;但是,避敗焦點不會影響服務破壞。另外,不當督導會調節(降低)求成焦點對服務破懷的負向影響。最後,管理意涵與未來研究建議亦會一併討論。

關鍵字

調節焦點、服務破壞、不當督導

並列摘要

This study intends to explore the effect of hotel employees’ regulatory foci and
service sabotage, and simultaneously examines whether abusive supervision
moderates the aforementioned relationship. Questionnaire survey was conducted in
China. Non-probability sampling (judgemental or purposive sampling) is adopted. Of
the returned sample, 400 questionnaires are effective. The result indicates that hotel
employees’ promotion focus can reduce the service sabotage and prevention focus can
enhance the service sabotage. Also abusive supervision has moderating effect on the
relationship among promotion focus, prevention focus and service sabotage.
Implication for managers and suggestions for future research are discussed.

並列關鍵字

Regulatory Foci, Service Sabotage, Abusive Supervision

參考文獻

References

Ackroyd , Stephen and Paul Thampson , 1999 , Organizational misbehavior .

Landon Sage.

Analoui ,Farhad 1995. “Workplace sabotage: Its styles, motives and management.”

Journal of Management Development 14(7):48-65.