實習生的工作表現與工作滿意分析－以觀光產業爲例

The Research of Interns' Job Performance and Job Satisfaction in the Tourism Industry

吳淑禎(Shu-Chen Wu) ； 吳武忠(Wu-Chung Wu)

《餐旅暨家政學刊》 3卷4期 (2006/12) Pp. 473-491

https://doi.org/10.6572/JHHE.3(4).2

摘要

本研究旨在探討直屬主管與貧習生對實習期間實習生的工作表現評定以及賞習生對實習工作的滿意度。採問卷調查與質性訪談，計回收81組有效配對問卷，以及直屬主管3人，實習生12人受訪。研究發現直屬主管與實習生對實習期間的工作表現評定，皆在普遇到好的程度，而且配對樣本t考驗的結果顯示，二者在「操作表現」、「顧客服務表現」以及整體工作表現並沒有明顯差異。就訪談結果來看，直屬主管認爲實習生可以在很短的時間內學會制式工作，但主動、熱誠、應對進退以及外語能力等工作態度與能力，尚有進步空間；而多數受訪實習生則知覺自己在工作態度上是認真、有熱誠的，但有外語溝通能力以及怕犯錯等工作表現的壓力。至於實習生對工作滿意的評定則介於普通到滿意之間。對工作感到滿意的主要因素有：工作能力獲得肯定、實習單位提供訓練、主管重視與教導、工作環境、人際支持、假期與小費等；而不滿意的因素，則以與主管的互動爲最多，包括主管間的標準不同、缺乏鼓勵、雙重標準等。本研究結果提供觀光產業與學校產學合作的人力資源訓練參考。

關鍵字

工作表現 ； 工作滿意 ； 實習生

並列摘要

This study integrated the perceptions of supervisors and interns to examine interns' job performance and to assess interns' job satisfaction in the tourism industry. Two version questionnaires were administered to 81 paired-sampling under-graduate interns and supervisors. 3 supervisors and 12 interns attended the interview for exploring the opionions that how they perceive job performance and job satisfaction. The results showed both versions rated job performance from nutral to good, and pair-sample t test were not revealed sigingificant differences. The interview results showed supervisors think interns could learned routine work during very short time, but work attitude and language ability still need to improve. Oppositely, interns think themselves are serious, enthusiastics although they face the challenage of language ability and make errors. The findings also exhibited mild positive job satisfaction. Both the satisfactory and dissatisfactory factors were listed and discussed.

並列關鍵字

Job performance ； Job satisfaction ； Intern