餐旅業職場欺凌與員工幸福感：組織正義與職場友誼之調節角色

餐旅產業基層員工在執行工作勤務時，必須時常與其他的同事們互動，然而，在職場人際互動之狀況下，員工可能會涉及到權力不對等之關係，因而導致衝突發生，甚至是出現欺凌行為。職場欺凌被認為是一項嚴重的心理危害物，其將造成企業內部人事管理的問題，並進一步危害到企業的競爭力。對餐旅產業的管理者來說，如果能夠運用並管理不同的職場欺凌預防策略，將會有助於增進員工幸福感。因此，本研究從社會交換理論為基礎的概念中，在組織面提出之「組織正義」策略。此外，從職場人際互動關係之概念，提出「職場友誼」個人調適策略，本研究目的為探討組織正義與職場友誼對於餐旅產業職場欺凌與員工幸福感關係間之調節效果。本研究透過人員問卷調查與網路問卷調查之方式，將問卷發送給國際觀光旅館各部門基層員工。在紙本問卷方面，發放250份問卷，回收之有效問卷計191份，有效回收率為76.4%。在網路問卷方面，回收之有效問卷計119份。兩項問卷發放通路所回收之有效問卷共計310份。本研究結果顯示，餐旅業職場欺凌對員工幸福感有顯著地負向影響。組織正義與職場友誼則分別對餐旅業員工幸福感有顯著地正向影響。此外，與職場友誼相較之下，組織正義在餐旅業職場欺凌與員工幸福感之間具有顯著地調節效果。本研究之結果提供給餐旅業業者在人力資源管理上之參考。

關鍵字

職場欺凌；員工幸福感；組織正義；職場友誼

並列摘要

When the grass-roots employees in the hospitality industry do their duties, they have to interact with their co-works. However, under the circumstances of interpersonal interactions on the job, employees may be involved into a perceived imbalance of power in the relationship resulting in conflicts and bullying acts. With workplace bullying recognized as a serious psychosocial hazard that leads to negative consequences for the victims, and damages the competences of the enterprise. From the point of view management in the hospitality industry, managers should apply strategies to prevent employees from workplace bullying, therefore helping to enhance the employee well-being. This study proposes the strategies of organizational justice from the Social Exchange Theory and workplace friendship from the concept of interpersonal interactions. Thus, the purpose of this study is to investigate the moderating effects of organizational justice and workplace friendship on the relationship between workplace bullying and the employee well-being in the hospitality industry. Data was collected via both self-administered questionnaire survey and online survey. The researcher distributed the questionnaires to the grass-roots employees who worked in the international hotels of Taiwan. A total of 250 questionnaires were distributed and then 191 were returned. The response rate is 76.4%. In addition, 119 questionnaires were returned through the internet. Of the total returned questionnaires, 310 were valid. The results of this research reveal that workplace bullying has a significantly negative effect on the employee well-being in the hospitality industry. Organizational justice and workplace friendship have a significantly positive effect on the employee well-being in the hospitality industry. In addition, in contrast to the workplace friendship, organizational justice has a moderating effect on the relationship between workplace bullying and the employee well-being in the hospitality industry. Finally, the suggestions would be provided to enhance the employee well-being for the human resource management in the hospitality industry