餐旅服務行業的員工直接與顧客接觸,在面對多樣化的顧客時,除了展現其角色內所應完成的責任外,又積極主動協助顧客或同事以提昇顧客滿意之行為。Organ(1988)認為這種由員工自發性的角色外工作行為稱之為「組織公民行為」。追求利潤並積極降低成本,採用大量彈性人力的策略,在人員招募上輔以全職與兼職員工,不同員工類型對組織的認知會影響其行為,而員工的行為會影響顧客滿意度,最後會影響公司整體營收及利潤。 本研究之主旨係針對全職與兼職員工之組織公民行為與顧客滿意度關係進行探討。透過個案:台糖長榮酒店(台南)之服務人員116份及其顧客之116份配對問卷進行分析。研究結果顯示: (一)個人屬性中「性別、學歷、職等及年資」有顯著差異。 (二)全職與兼職員工對組織公民行為在「主動參與及忠誠度」有顯著差異。 (三)組織公民行為與顧客滿意度之「住宿方面構面、服務人員水準構面及整体經驗感受構面」具有正向關係存在。 此外,針對此項研究結果,本研究亦進ㄧ步提出了學術與實務上之建議。
Staffs in hospitality and service industry contact customers directly. When facing varieties kind of people, besides taking their responsibility, they help customers and colleagues actively to promote customer satisfaction. Organ(1988) claims that this kind of behavior which staffs pay more than their responsibility is called “Organizational Citizenship Behavior.” Due to the fact that global competition and industries change fast, enterprises pursue benefits; decrease cost aggressively and takes more flexible human resource strategies with full-time and concurrent staffs. Different kinds of staffs’ cognition will affect their behavior, and staffs’ behavior will influence customer satisfaction, so that the income and benefits of enterprises will be concerned. Primary intention of the this research is to discuss the relationship between organizational citizenship behavior and customer satisfaction of the full-time and concurrent staffs, carrying on this case: The 116 pair questionnaires of the service attendants in Evergreen PLAZA Hotel (Tainan) and its customer show the analysis. First of all, individual attributes of “sex, academic background, position and seniority” have the remarkable difference. Secondly, there is a noticeable difference of the full-time and concurrent staffs in organizational citizenship behavior of “active participation and loyalty.” Thirdly, the relationship between organizational citizenship behavior and customer satisfaction in the aspect of “accommodation, service quality and the whole experience” has the positive influence. In addition, in view of the analysis, this research proposes some suggestions in the aspect of academic and actual situation.
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