國際觀光旅館員工組織公平、工作滿意度、組織承諾與組織公民行爲關係之研究

A Study on Relationships among Organizational Justice, Job Satisfaction, Organizational Commitment, and Organizational Citizenship Behavior in International Tourist Hotels

戴有德(You-De Dai)

《島嶼觀光研究》 3卷4期 (2010/12) Pp. 26-50

https://doi.org/10.29859/JITR.201012.0002

摘要

人力資源的問題是旅館業面臨的重大挑戰之一，由於旅館業最大特性是用人服務顧客，然而旅館業的人員流動率一直居高不下，造成服務人員的素質參差不齊，而影響了服務品質，提升旅館的服務品質已經成了旅館業的要務。要培養好的服務人員需要花費許多時間，才能提高服務品質以增加顧客滿意度，因此提高員工的組織承諾就變得非常重要。另外，當員工對組織所做的付出與所得是否公平、員工對整體的工作環境是否感到滿意，都有可能會影響員工留任於組織的承諾並且進一步對組織形成組織公民行爲，因此本研究藉由結構方程模型探討組織公平、工作滿意度、組織承諾與組織公民行爲的因果關係，以國際觀光旅館在人力資源管理上改進之依據，並且藉以降低員工流動率。過去雖然有學者作組織公民行爲的研究，但是並未顧慮到僅有全職員工對組織承諾與組織公民行爲上有顯著相關性。其研究對象皆針對一般員工，亦就是將全職與兼職員工混和討論。本研究之研究對象爲台北市13家國際觀光旅館之全職員工，發出1000份問卷，有效問卷數爲445份，問卷回收率爲44.5%。研究結果顯示，程序公平及分配公平會正面的影響組織公民行爲；程序公平會正面的影響工作滿意度；工作滿意度會正面的影響組織承諾。

關鍵字

結構方程模型 ； 組織公平 ； 工作滿意度 ； 組織承諾 ； 組織公民行爲

並列摘要

Human Resource is one of the most important challenges in hotel industry. The characteristic of hotel is to serve guests with people. The turnover rate in hotel industry still remains higher than others. To train up good employee needs a lot of time, but good service can increase custermers' satisfaction. Therefore, it's very important to increase employee's organizational commitiment. This study was to explore relationships among organizational justice, job satisfaction; organizational commitment and organizational citizenship behavior in International Tourist Hotel by using structural equation modeling. Result of this study could improve human resources management, and help to decrease the rate of turnover in Hotel industry. In the past, there were some researches related to OCB but these researches didn't concern there are significant differences in OCB between full time and part time employees. Thus, this study only focues on full time employee as sample.
In this study, 1000 structural questionnaires were distributed to 13 Taipei's International Tourists Hotels, 445 of which were valid. The response rate of survey was 44.5%. The findings of this study showed: Procedural Justice and Distributive Justice were significantly, positively related to OCB; Procedural Justice was significantly, positively related to Job Satisfaction. Job Satisfaction was significantly, positively related to Organizational Commitment.

並列關鍵字

Structural Equation Model SEM ； Organizational justice ； Job satisfaction ； Organizational commitment ； Organization citizenship behavior

參考文獻

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