旅館從業人員之倫理課程對企業社會責任、工作滿意度與組織承諾之關係

Relationships Among Hotel Employees of the Ethical Programs, Perception of Corporate Social Responsibility, Job Satisfaction and Organizational Commitment

林詩容(Shih-Jung Lin)

指導教授 ： 呂佳茹

亞洲大學/管理學院/休閒與遊憩管理學系碩士班/碩士(2011年)

摘要

隨著社會環境的快速變遷下，國際上若干企業發生弊案，引發各界對於企業倫理議題的討論，企業若要生存就必須重視企業倫理的實踐，許多國際組織與各國政府也開始制定企業社會責任的相關準則，重視組織的倫理規範與企業的永續發展。Valentine & Fleischman（2008）認為通常具有道德價值的組織，公司會提供道德守則和培訓，以提高員工的道德操守，進而提高個人的工作態度。然而對社會負責的公司則可能被視為道德的組織，因此，組織或公司應當促使員工工作時類似的反應。
為深化此三者關係的討論，本研究以倫理課程、企業社會責任認知及員工工作滿意度三者的關係作為探討重點，並選定具產業發展前景及豐富倫理議題的觀光旅館業為研究對象，藉由文獻探討作為問卷設計基礎，而後採用便利抽樣及滾雪球抽樣的方式對此產業的服務人員進行問卷調查，樣本回收期間為2011年3月初~4月底，共發放300份問卷，有效回收200份問卷，有效回收率達67％。
問卷回收完後進行描述性統計分析、獨立樣本t檢定、變異數分析以及相關性檢定等統計分析方法，最後根據有效樣本的實證分析，本研究結果顯示：(1) 倫理課程的實施將導致員工對於組織企業社會責任活動有較大的認知；(2) 員工對組織企業社會責任認知的程度會提升工作的滿意度；(3) 倫理課程的實施將提高員工對組織承諾的程度；(4) 員工對組織企業社會責任認知會提升員工對組織承諾的程度；(5) 工作滿意度會提高員工對組織承諾的程度。由影響性分析的假設驗證結果看來，觀光旅館業的服務人員會藉由倫理課程的實施而對企業社會責任的認知產生影響，進一步地影響服務人員的工作滿意與對其組織的承諾感。

關鍵字

倫理課程 ； 企業社會責任認知 ； 工作滿意度 ； 組織承諾

並列摘要

Along with the fast changes of social environment, quite a lot of scandals have occurred with enterprises internationally, which has triggered much discussion over the issue of corporate ethics, so that many enterprises will have to pay high regard for the practice of corporate ethics for survival. Besides, many international organizations and governments around the world have begun to formulate related criteria for corporate social ethics as they see highly the code of ethics and sustainable development of enterprises. Valentine & Fleischman (2008) consider that company will provide code of ethics and training for organizations that are usually equipped with moral value in order to enhance conduct of ethics of their staff and so as their individual work attitude. Nonetheless, companies that are responsible to community can be considered as ethical organization, and so organizations or companies should facilitate staff to conduct similar response as they work.
To intensify the discussion of relationship between the three, this study has based on the relationship of ethics program, cognition corporate social responsibility, and work satisfaction of employee as the focus of investigation, and industry as hotel and tourism industry given with promising development and abundant ethical issue as its subject of study. It will make use of literature review as the foundation for questionnaire design, and then convenience sampling and snowball sampling are used to conduct questionnaire survey upon service personnel of the industry. Period of sample retrieval runs from early March to end of April 2011, with a total of 300 questionnaires being dispatched and 200 valid questionnaires retrieved. As a whole, the retrieval rate of valid copies reaching 67%.
After questionnaires are being retrieved, they are conducted of descriptive analysis, independent T-test, analysis of variance, and at the end the research results of this study as based on substantiation analysis of valid samples show at the end: 1. the implementation of ethic program will lead to the fact that employees will have greater cognition regarding to events of corporate social responsibility; 2. the extent of employee for cognition of corporate social responsibility will enhance satisfaction for their work; 3. the implementation of ethic program will enhance the extent of commitment among employee for the organization; 4. cognition of employee for corporate social responsibility will enhance the extent of their commitment for the organization; 5. work satisfaction will enhance the extent of commitment of employee for the organization. As learned from influence analysis of hypothetical substantiation results, service personnel of hotel and tourism industry are, through the implementation of ethic program, generated of influence upon cognition of corporate social responsibility, and it will further affect work satisfaction of service and sense of commitment towards the organization.

並列關鍵字

Ethical Programs ； Corporate Social Responsibility ； Job Satisfaction ； Organization Commitment

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