薪酬制度之公平對觀光旅館業第一線員工工作滿足與離職傾向之影響

Effects of Salary and Compensation System Equity on Job Satisfaction and Turnover Intention for Frontline Employees of a Tourist Hotel

黃旭男(Shiuh-Nan Hwang) ； 陳怡潔(Yi-Chieh Chen)

《餐旅暨家政學刊》 6卷4期 (2009/12) Pp. 285-306

https://doi.org/10.6572/JHHE.6(4).1

摘要

觀光旅館業第一線員工扮演影響顧客滿意之關鍵角色，但台灣觀光旅館業員工平均薪資偏低，而離職率卻偏高，因而如何健全薪酬制度，以提高員工滿足，降低離職傾向，實在是一重要的管理課題。本文旨在對觀光旅館業第一線員工進行實証，探討薪酬制度之公平對工作滿足與離職傾向之影響。本文以分配正義與程序正義來衡量公平，對台北地區32家觀光飯店客房部與餐飲部的第一線員工進行抽樣調查，共獲得388個有效樣本，採用線性結構方程式進行實証。研究結果顯示，分配正義與程序正義均對觀光旅館業第一線員工之工作滿足具有顯著正向影響效果。同時，分配正義對於觀光旅館業第一線員工之離職傾向具有顯著負向之影響效果，但程序正義對於離職傾向未具顯著之影響效果。此外，員工滿足在薪酬公平對離職傾向之影響過程中，顯著的扮演中介的角色。整體而言，分配正義與程序正義對於觀光旅館業第一線員工工作滿足之影響二者約莫相當，然而，分配正義對員工離職傾向之總體影響效果約爲程序正義之二倍。本文亦進一步將研究結果與前人文獻比較，並對實證結果提出管理涵意，可做爲觀光旅館旅業制定薪酬制度時之參考。

關鍵字

薪酬制度 ； 公平 ； 工作滿足 ； 離職傾向 ； 觀光旅館業第一線員工

並列摘要

Frontline employees of tourist hotel play a crucial role in providing customer service satisfaction. In the face of low salary and high turnover rates, it has long been considered an important issue for frontline employees of tourist hotel in Taiwan to formulate a compensation system, increase employee satisfaction and alleviate turnover intention. The purpose of this paper is to examine the effects of salary and compensation system equity on job satisfaction and turnover intention for frontline employees of tourist hotel. Distributive justice and procedural justice were used to measure the equity. 388 effective samples of frontline employees from 32 tourist hotel were randomly sampled, structural equation model (SEM) was employed to verify the hypotheses. The results revealed that both distributive and procedural justices significantly affect job satisfaction of frontline employees of tourist hotel positively. Furthermore, distributive justice significantly affects turnover intention of frontline employees of tourist hotel positively. However, effect of procedural justice on turnover intention of frontline employees of tourist hotel is not significant. In general, distributive and procedural justices affect job satisfaction nearly equally. However, total effect of distributive justice on turnover intention of frontline employees of tourist hotel is twice as procedural justice can exert on. Finally, this paper also compares the empirical result to previous literature and provides some managerial implications for policy formulation of compensation system.

並列關鍵字

salary and compensation system ； equity ； job satisfaction ； turnover intention ； frontline employees of tourist hotel

參考文獻

行政院主計處，(2009)，受僱員工薪資調查統計， 線上資料：http://www.stat.gov.tw/ct.asp?xItem=1135&ctNode=525。

Tourism Bureau, MOTC (2009). 2008. 12 Monthly Report on Tourist Hotel Operations in Taiwan. Retrieved February 7, 2009, from http://admin.taiwan.net.tw/english/statistics/month_show.asp?selno=24&selyear=2008&selmonth=12&sikey=1.

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