探討餐旅產業前線員工之深層演出、知覺組織支持及自我效能對服務品質之影響：以工作參與為中介效果

Effects of hospitality frontline employees’ deep acting, perceived organizational support, and self-efficacy on service quality: The mediating role of work engagement

曾冠儒(Tseng Kuan-Ju)

指導教授 ： 汪仲仁

國立屏東科技大學/管理學院/餐旅管理系/碩士(2019年)

https://doi.org/10.6346/NPUST201900017

摘要

餐旅產業前線員工在傳遞服務的過程之中扮演著重要的角色。組織除了訓練員工展現令人滿意的服務之外，重視員工的福祉更是當務之急；換言之，正向組織行為學的相關研究在餐旅產業之中是不可或缺的。本研究旨在藉由資源保存理論（Conservation of Resources Theory; COR Theory）及工作要求資源模型（Job Demands-Resources Model; JD-R Model），探討餐旅產業前線員工之工作參與在深層演出、知覺組織支持及自我效能對服務品質之影響的中介效果。抽樣設計以分層隨機抽樣取自母體樣本為臺灣三星級至五星級旅館及餐廳之餐旅產業前線人員。問卷共發放536份，在剔除16份無效問卷後，有效問卷數為520份，其回收率為97.01%。數據以敘述性統計、驗證性因素分析、結構方程模型及Sobel檢定加以分析呈現。本研究結果驗證工作參與在假設之研究架構中為顯著之中介變項。最後，本研究建議餐旅產業人力資源管理部門可將深層演出、知覺組織支持及自我效能結合高績效工作系統（High-Performance Work System; HPWS），以促使員工展現對組織更有益之成果，進而提升服務品質並降低前線員工的離職意願。

關鍵字

深層演出 ； 知覺組織支持 ； 自我效能 ； 工作參與 ； 服務品質 ； 情緒勞務

並列摘要

Hospitality frontline employees play a vital role in performing successful service outcomes. In addition to training employees to execute satisfying service, it is a priority for their organizations to draw attention to their well-beings. Namely, the research of positive organizational behaviors in the hospitality industry is necessary. The purpose of this study was to probe the mediating role of work engagement among the impacts of deep acting, perceived organizational support, and self-efficacy on service quality based on the Conservation of Resources (COR) Theory and the Job Demands–Resources (JD-R) Model. Data were collected from the hospitality frontline employees of 3 to 5 stars hotels and restaurant in Taiwan by stratified random sampling. A total number of 536 questionnaires was collected before eliminating 16 invalid ones. Eventually, 520 valid samples were utilized for analyzing data. This results in an effective response rate of 97.01%. Descriptive statistics, Confirmatory Factor Analysis (CFA), Structural Equation Modeling (SEM), and Sobel test were conducted to analyze the data. Results have empirically revealed that work engagement was a significant mediator and that deep acting had a significant negative effect on service quality. Integrating the selected positive resources with the High-Performance Work System (HPWS) can facilitate employee’s positive performances and decrease their willingness of turnover intention.

並列關鍵字

deep acting ； perceived organizational support ； self-efficacy ； work engagement ； service quality ； emotional labor

參考文獻

Bandura, A. (1977). Self-efficacy: toward a unifying theory of behavioral change. Psychological review, 84(2), 191.

Ahmed, I., Khairuzzaman Wan Ismail, W., Mohamad Amin, S., & Islam, T. (2014). Role of perceived organizational support in teachers’ responsiveness and students’ outcomes: Evidence from a public sector University of Pakistan. International Journal of Educational Management, 28(2), 246-256.

Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127-147.

Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.

Allen, J. A., Diefendorff, J. M., & Ma, Y. (2014). Differences in emotional labor across cultures: A comparison of Chinese and US service workers. Journal of Business and Psychology, 29(1), 21-35.