國際觀光旅館人力資源時實務與組織公民行為之研究

Abstract

中文摘要 知識經濟時代，人力資源是維繫組織有效運作的重要因素，特別是在服務掛帥的國際觀光旅館業。「員工」是旅館重要的資產，而旅館想要獲得良好的營運績效，服務品質將是關鍵所在，服務品質之良窳首要仰賴服務人員的殷勤和體貼，換言之，服務人員對組織的認同與投入是相當重要的因素。本研究將同時納入「組織與員工」及「主管與員工」二個層面，來探討其對組織公民行為的影響關係。並承襲組織公民行為的研究脈絡，認為旅館員工組織公民行為的展現的是建立在於員工知覺旅館人力資源實踐的程度、主管與員工之間的交換關係，進而促使員工組織公民行為之扮演。 因此，研究中除驗證人力資源實務與組織公民行為之關係外，亦冀望能進一步用「LISREL」建構以主管與部屬交換關係為中介變項的因果模式，以供學術與旅館實務上之參考。主要研究結果有：(1)整體而言，本研究整體理論模式配置符合可接受的適合度檢定水準，表示本研究的理論模型可獲得支持，故這三個構念間確實存在著影響關係。(2)人力資源實務之教育訓練制度對員工公民道德；發展性績效評估對敬業守法；福利制度對協助同事、敬業守法均有正向直接的影響效果。(3)參與人力資源決策形成對勤勉審慎、敬業守法有負向直接的影響效果。(4)旅館生涯發展對主管與部屬交換有正向直接的影響效果。(5)主管與部屬交換關係對協助同事、敬業守法有正向直接的影響。(6)主管與部屬交換關係對生涯發展與協助同事、敬業守法有正向間接的影響，主管與部屬交換關係對福利制度與公民道德有正向間接的影響。(7)主管與部屬交換關係對員工參與和公民道德、勤勉審慎有負向間接影響效果。

ABSTRACT

Human resource is an important factor to maintain effective organizational operation in the epoch of knowledge economic, especially for the international tourism hotel industry that takes service as priority issue. Employees are the important assets of hotel, and service quality is the key to obtain good operation performance. The service quality primarily depends on the solicitous and attentive of attendants. In other words, attendants’ identification of the organization and contribution are quite important factors. Two factors, Organization and Employee and Leader and member were included in this research to discuss their influence on organizational citizenship behavior. Meanwhile, based on the idea of organizational citizenship behavior, the performance of hotel employees’ organizational citizenship behavior is established on their awareness of the degree of hotel human resource practices, exchange between Leader and member, which in turn facilitates the performance of employees’ organizational citizenship behavior. In addition to verify the relation of human resource practices and organizational citizenship behavior in the research, a LISREL statistical process was also adopted to establish the cause and effect model using the exchange between Leader and member as intervening variable. The main research results are: (1) the proposed theoretical model of this research was supported. Therefore, these three concepts do affect each other. (2) Training system of human resource practices has a positive and direct influence on employees’ citizen morality; developmental performance evaluation has a positive and direct influence on devotion and obeying law; welfare system has positive and direct influence on both citizen morality and devotion and obeying law. (3) Participating in the formation of human resource decision has a negative and direct influence on diligent, careful, devotion and obeying law. (4) Career development in hotel has a positive and direct influence on the exchange between Leader and member. (5) Exchange between Leader and member has a positive and direct influence on assisting colleague, devotion and obeying law. (6) Exchange between Leader and member has a positive and indirect influence on career development, assisting colleague, devotion and obeying law; exchange between Leader and member has a positive and indirect influence on welfare system and citizen morality. (7) Exchange between Leader and member has a negative and indirect influence on the participation of the formation of human resource decision, citizen morality, diligent and careful.