內部行銷、福利制度對於工作滿意度、服務態度及主觀幸福感之影響—以餐旅業服務人員為例

A Study of the Relationships among Internal Marketing and Corporate Welfare to Job Satisfaction, Service Attitude and Subjective Well-being - An Example from Hospitality Service Workers

楊雅婷(Ya-Ting Yang)

指導教授 ： 黃永成

義守大學/管理學院/管理碩博士班/碩士(2020年)

摘要

餐旅業是以「人」為本的產業，員工除了具備專業的知識外，更需密切地與顧客接觸，而員工提供優質的服務使顧客滿意對於企業的經營及未來有著舉足輕重的影響，因此企業對員工也就是「內部顧客」也需更加重視，在服務業中內部行銷與外部行銷對於企業都是同等的重要。而現今企業福利也成為提高員工生活品質及生活水準之重要因素之一，所以企業擁有健全及優質的福利制度，才能創造出優異的工作環境，使員工工作滿意度提升，增加對企業的幸福感及忠誠度。
本研究主要探討內部行銷、福利制度對於工作滿意度、服務態度及主觀幸福感之間的關係，並以餐旅業服務人員為例。採用問卷調查法，問卷共發放234份，回收有效問卷共210份，並以SPSS之統計軟體，經過描述性統計、因素分析、信度分析和相關分析等方法，並進一步分析其結果。經研究結果發現：一、內部行銷對餐旅服務人員的工作滿意度、服務態度及主觀幸福感有顯著正相關。二、福利制度對餐旅服務人員的工作滿意度、服務態度及主觀幸福感有顯著正相關。

關鍵字

內部行銷 ； 福利制度 ； 工作滿意度 ； 服務態度 ； 主觀幸福感

並列摘要

The hospitality industry is a "people-oriented" industry. In addition to having professional knowledge, employees need to be in close contact with customers. The quality of service provided by employees to satisfy customers has an important impact on the operation and development of the company. Enterprises also need to pay more attention to employees, that is, "internal customers". In the service industry, internal marketing and external marketing are equally important to enterprises. Nowadays, corporate welfare has also become one of the important factors to improve the quality of life and standard of living of employees. Therefore, a company with a sound and high-quality welfare system can create an excellent working environment, improve employee job satisfaction, and increase loyalty to the company. And happiness.
The relationship of the research among internal marketing and corporate welfare to job satisfaction,service attitude and subjective well-being. The sample of the research is hospitality service workers in Taiwan. In order to realize the purpose,total of 234 questionnaires were distributed, 210 valid questionnaires were returned.Descriptive statistical, factor analysis, reliability analysis, and Pearson product-moment correlation were utilized for data analysis.The analysis results concluded as following:(1)Internal marketing significantly influenced job satisfaction,service attitude and subjective well-being of hospitality service workers,and showing positive correlation.(2)Corporate welfare significantly influenced job satisfaction,service attitude and subjective well-being of hospitality service workers,and showing positive correlation.

並列關鍵字

Internal marketing ； Corporate welfare ； Job satisfaction ； Service attitude ； Subjective Well-being

參考文獻

一、中文部分

王翠品（2002）。內部行銷作為、工作滿足、與離職傾向關係之研究－以H連鎖娛樂事業為例。國立中山大學人力資源管理研究所碩士論文。

王雅倫（2010）。空服員之情緒智力、服務態度與退卻行為之相關研究。高雄中山大學人力資源管理研究所碩士論文。

王麗容(1992)。企業福利與人力資源管理。台北：提升工作生活品質與企業發展研討會。

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