國際觀光旅館員工吸收能力、服務創新、工作滿意度及工作績效之關聯性研究

Research on the Relationship among Absorptive Capacity, Service Innovation, Job Satisfaction and Job Performance of International Tourist Hotels' Employees

郭方宜(Fang-I Kuo) ； 蕭淑華(Shu-Hwa Hsiao)

《明新學報》 44卷1期 (2020/12) Pp. 185-202

摘要

員工的吸收能力除了影響組織的服務創新外，也直接影響工作滿意度。吸收能力是預測服務創新的重要因子。本研究目的在探討國際觀光旅館產業員工的吸收能力對服務創新、工作滿意度的影響，並進一步探究吸收能力是否透過服務創新、工作滿意度影響員工的工作績效。研究資料取得262份的有效問卷。研究結果發現，吸收能力透過服務創新、工作滿意度影響員工的工作績效之間的關係。

關鍵字

吸收能力 ； 服務創新 ； 工作滿意度 ； 工作績效

並列摘要

In addition to affecting the organization's service innovation, the employee's absorptive capacity also directly affects job satisfaction. Absorptive capacity is an important factor in predicting service innovation. The purpose of this study is to explore the impact of hotel industry's absorptive capacity on service innovation and job satisfaction, and to further explore whether absorptive capacity affects employee performance through service innovation and job satisfaction. Feedback data from 262 valid questionnaires of the study has been obtained. The study found that absorptive capacity affects the relationship between employee performance through service innovation and job satisfaction.

並列關鍵字

absorptive capacity ； job performance ； job satisfaction ； service innovation

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