觀光旅館從業人員高流動率的問題已存在多年,此現象透露著員工們於工作上並未完全得到滿足,這不僅是個人職涯發展的損失,更直接影響餐旅產業人力素質與組織競爭力的提升。過去發現角色衝突對工作滿足有很重要的影響存在,然而以餐飲部從業人員之研究篇幅甚少。本研究主要探討台中地區觀光旅館餐飲部人員角色衝突對工作滿足之影響,並進一步驗證能否運用激勵公平性,提高員工工作滿足。 以台中市登記於2010年交通部觀光局之6家觀光旅館餐飲部的從業人員,採分層立意抽樣方式進行問卷調查,共回收195份有效問卷,結果發現年齡51~60歲(含以上)的員工對薪酬公平與績效考核公平性以及外在滿足皆具顯著認同;激勵公平性的薪酬公平、績效考核公平與升遷公平性對工作滿足皆具顯著正相關;角色衝突對外在滿足具顯著負向影響;本研究利用階層迴歸驗證激勵公平性與角色衝突交互相乘下對工作滿足之結果雖無顯著干擾效果;但薪酬公平性以及績效考核公平性對內、外在滿足皆具正向顯著影響,而升遷公平性僅有對外在滿足具顯著正向影響;本研究根據研究結果建議餐飲部主管盡可能降低餐飲部員工角色衝突之程度,調配適當工作量以及公平的薪酬、績效考核與升遷機會,並強化年輕員工向心力,以提升餐旅產業人力素質,為餐飲部帶來助益。
The cost of labor turnover to the hospitality industry is staggering, not only damage of individual‘s career growth but also directly weakening the competitiveness of a business. Role conflict has been found to have an important influence factor on job satisfaction. Regarding these issues there has been relatively little research focusing on food and beverage department’s employees. This study aims to invsetigte role conflict would influence job satisfaction and if the use of motivate equality whether improve the employees job satisfaction of food and beverage departments in hotels. Sampling procedure for this study were food and beverage departments employees within 6 hotels in Taichung city selected from Taiwan Tourism Bureau certified hotel list in 2010. Stratified sampling design was utilized, and 195 participants were selected from food and beverage departments in these selected hotels. The results showed those employees of 51-60 years old or above was significant difference emerged influences compensation, performance appraisal and extrinsic satisfaction; this study found a positive correlation among compensation, performance appraisal, promotion of motivate equality and job satisfaction; results also found that role conflict was significantly negative impact on extrinsic satisfaction; moderating effects of motivate equality were not significantly influence relationships between role conflict and job satisfaction; this study also demonstrated that motivate equality of compensation and performance appraisal was significant positively impact on job satisfaction, and promotion was significantly positive impact on extrinsic satisfaction.