旅館餐飲人員賦能認知與服務導向組織公民行為之關聯－從領導者與成員交換理論的觀點

The Relation of Hotel Food/Beverage Employees' Empowerment Cognitions to Service-Oriented Organizational Citizenship Behaviors: A View of Leader-Member Exchange Theory

黃品全(Pin-Chyuan Hwang)

《觀光研究學報》 10卷4期 (2004/12) Pp. 19-37

https://doi.org/10.6267/JTLS.2004.10(4)2

摘要

所謂賦能，即是啟迪與培養成員對自身工作的四項認知：意義性、自我決定、影響力以及自我效能(Spreitzer, 1995)。本研究從領導者與成員交換理論及社會交換的觀點，說明在旅館業中，餐飲服務人員與上司社會交換關係對其四項賦能認知的作用，以及此作用表現在其忠誠、服務傳遞以及參與等三類「服務導向組織公民行為」上的回饋效果。在以24位台北國際觀光旅館餐飲服務人員為對象的實證分析中，採用結構模式分析工具AMOS 4.0的檢驗發現，與上司社會交換關係品質對成員的賦能認知能發揮不同的作用；並分別透過此賦能認知的中介效果對三類服務導向組織公民行為產生不同的影響。研究結果，並進一步的釐清了成員與上司的隸屬交換關係品質、賦能認知以及服務導向組織公民行為各構面之間的關聯性。

關鍵字

領導者與成員交換理論 ； 賦能認知 ； 服務導向組織公民行為 ； 社會交換

並列摘要

Empowerment has been conceptualized as an individual's four increased cognitions proximal to his or her work motivation: meaning, self-determination, impact and self-efficacy (Spreitzer, 1995). With its focus on the employees' cognitions of empowerment, the theoretical structure of this study was considered from the point of view of leader-member exchange and social exchange theories. Hypotheses suggested that the empowerment cognitions mediated the relation between quality of members' vertical dyad exchange and three service-oriented forms of organizational citizenship behaviors (OCBs): loyalty, service delivery and participation. By utilizing AMOS as a statistical tool, the results of a field investigation of 249 F&B service employees in Taipei international tourist hotels showed that the quality of members' vertical dyad exchange shed different effects on empowerment cognitions, each of which would then have unique predictive ability of the three forms of service-oriented OCBs. Through the empirical examination, some implications were discussed.

並列關鍵字

leader-member exchange theory LMX ； empowerment cognitions ； service-oriented organizational citizenship behaviors ； social exchange

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