餐飲服務人員內外控人格特質、個人-群體契合、知覺組織服務氣候與服務態度關係之研究

Abstract

服務員工的服務態度是顧客滿意的關鍵因素。而人格特質、群體契合及組織服務氣候該是影響服務態度的重要變項。但這些變項與員工服務態度的相關研究文獻仍然不多。本研究以服務時間長、和顧客接觸頻率高、及高情緒勞務的餐飲服務人員為對象，瞭解員工內外控人格特質、個人-群體契合及知覺組織服務氣候與服務態度的關係。透過調查問卷針對台北市25家國際觀光旅館進行施測，總計回收有效問卷322份。經採用t-檢定、變異數分析、層級迴歸與SEM等分析。結果如下：（1）管理者與第一線員工對服務態度的認知不盡一致；（2）餐飲服務人員的內外控人格特質、個人-群體契合、知覺的組織服務氣候確實和服務態度有關聯；和（3）餐飲服務人員個人-群體契合在知覺的組織服務氣候與服務態度之間有中介效果。最後依結果提出具體的建議，俾供餐旅業者人力資源發展、員工招募與訓練之參考。

Service workers’ service attitude is the key factor of customer satisfaction. It is postulated that personality traits, person-group fit and service climate are the important variables affecting service attitude. However, few researches have done to explore the relations among the variables and service attitude. This study aimed to focus on food service employees, who have long working time, high customer-contact frequency and high emotional labor, to explore the relationships their locus of control, person-group fit, perceived organizational service climate and service attitude. Questionnaire survey was conducted to collect necessary data and 322 valid questionnaires were obtained from 25 international tourist hotels in Taipei. The statistical analyses, t-test, ANOVA (analysis of variance), HRA (hierarchical regression analysis), and SEM (structural equation modeling), were applied. Consequently, the results are obtained as follow: (1) The managers and the front line service staffs have different views of service attitude; (2) Relationships significantly exist among employee’s locus of control, person-group fit, perceived organizational service climate and service attitude; (3) Employee’s person-group fit has moderating effect between service attitude and perceived organizational service climate. Finally, based on the results of this study, suggestions were made for hospitality and tourism industry as a reference.