旅館員工之授權賦能與工作滿足及組織承諾之關聯性研究

A Study on Relationships among Empowerment, Job Satisfaction and Organizational Commitment of Employee in Hotels

林萍娟(Ping-chuan Lin)

指導教授 ： 李素箱

朝陽科技大學/管理學院/休閒事業管理系/碩士(2010年)

摘要

近年來政府積極推動及提升旅館產業的競爭力及顧客對服務品質的標準也日益提高，因此透過對員工的授權賦能管理來提升組織效能，更是旅館業維持競爭力的主要關鍵因素。本研究旨在探討旅館業人員對授權賦能的認知，與工作滿足及組織承諾之關聯性。以國內北、中、南 14 家旅館之第一線服務人員進行問卷調查，共發放員工問卷 600 份，回收問卷數為 500份，扣除填答不完整的份數 112 份，合計有效問卷份數 388 份，回收率為83.3 %，有效率為77.6 % ，所得資料經描述性統計、皮爾森相關係數分析、多因子變異數分析及鄧肯事後多重比較法等統計方法進行相關問題之驗證，實證結果如下：受訪人員以女性、年齡介於21-30 歲者、未婚、大學學歷者、在旅館的工作年資介於1-3年及在旅館行業的累積年資為5年以上者、平均月收入為2-3萬元者等項人數居多；另外，授權賦能、工作滿足及組織承諾變項間皆有正向相關，且主管對授權賦能認知度顯著高於非主管及兼職員工；客務部及餐飲部的第一線服務人員對授權賦能的認知度顯著低於其他部門；主管對企業的組織承諾認知度顯著高於非主管及兼職員工。根據研究結果提出相關建議，以提供旅館業主管於管理第一線服務人員及旅館業者，對於未來旅館觀光服務發展研擬競爭策略參考之用，同時亦可作為其他產業學術及實務作業之參考依據。

關鍵字

變異數分析 ； 相關係數 ； 組織承諾 ； 授權賦能 ； 工作滿足

並列摘要

In recent years, the governments actively promoting and enhancing the competitiveness of the hospitality industry and customer standards of service quality are increasing, so through the empowerment of employees to improve organizational performance management, it is the hotel industry to remain competitive in the major key factor. This study explored the hotel industry staff empowerment, recognition, job satisfaction and organizational commitment with the association. Domestic North, Central, South 14 hostels of the first line service personnel conducted a questionnaire survey, 600 questionnaires were distributed employees, the number of returned questionnaires was 500, less a complete invalid and 112 shares, total shares of 388 valid questionnaires. The response rate was 83.3%, effective rate of 77.6%, information obtained through descriptive statistics, Pearson correlation coefficient analysis, multi-factor analysis of variance and Duncan multiple comparison method after statistical methods such as issues related to verification, empirical results are as follows: Most of staff are female, aged between 21-30 years of age, unmarried, college degrees were working in the hotel between 1-3 years and years of service in the hotel industry, the cumulative length of more than 5 year, the average monthly income the overrepresentation of those other items of 2-3 million; In addition, empowerment, job satisfaction and organizational commitment have positive correlation between variables, and the director of the empowerment, awareness was significantly higher than non-supervisors and part-time staff; Customer Service and food and beverage department of the front-line staff on the cognitive empowerment Degree significantly less than other sectors; director of the company''s organizational commitment was significantly higher than non-recognition and part-time staff in charge. Based on the results suggestions are to provide the hotel industry executive in the management of front line service staff and the hotel industry, Hotel tourism service development for the future to develop competitive strategy reference, at the same this as other industries, academic and practical work of reference.

並列關鍵字

empowerment ； analysis of variance ； the correlation coefficient ； organizational commitment ； job satisfaction

參考文獻

林秋慧（2007）。休閒健身產業員工組織承諾、工作滿意對顧客知覺服務品

黃先鋒、廖敏齡、周澤民（2005）。工作輪調、工作滿足與組織承諾相關性

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