國際觀光飯店員工工作滿意度與服務品質關係之研究－以員工性別為干擾變數

The Moderating Effect of Gender on the Relationship between Job Satisfaction and Service Quality for Employees in International Hotels

毛筱艷(Hsiao-Yen Mao)

工作滿意度 ； 服務品質 ； 員工性別 ； job satisfaction ； gender ； service quality

多國籍企業管理評論

4卷1期（2010 / 03 / 01）

1 - 12

繁體中文

過去研究探討工作滿意度與服務品質之關係，然似未有研究以國際觀光飯店員工之觀點檢視該關係。並且，由文獻推論可知員工性別可能會干擾工作滿意度與服務品質之關係。因此，本研究欲釐清工作滿意度、性別以及服務品質之關係。本研究調查10家台灣地區國際觀光飯店之員工，共發出300份問卷，有效回收問卷份數為221份。研究假設以層級迴歸分析加以驗證，實證結果顯示工作滿意度與服務品質為正向關係，亦即當員工工作滿意度愈高時，愈會提供好的服務品質。然而員工性別未具有干擾效果。研究結果對管理實務與未來研究提供建議。

Previous studies have examined the relationship between job satisfaction and service quality. However, little research examined such a relationship among employees in international hotels. Moreover, by reasoning, gender may have a moderating effect on that relationship. Therefore, the purpose of this study is to investigate the relationship of job satisfaction and gender to service quality. Using survey questionnairs, the sample included 221 employees in 10 Taiwan international hotels. Hierarchical regression analysis was used for data analysis. Empirical data showed that job satisfaction to be positively related to service quality. However, the moderating effect of gender was not supported. Theoretical and practical suggestions are also provided.

1. de Jong, A.,Wetzels, M.,de Ruyter, K.(2008).Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality.International Journal of Service Industry Management,19(3),353-378.
2. Dean, A. M.,Rainnie, A.(2009).Frontline employees' views on organizational factors that affect the delivery of service quality in call centers.Journal of Services Marketing,23(5),326-337.
3. Hartline, M. D.,Ferrell, O. C.(1996).The management of customer contact service employees: An empirical investigation.Journal of Marketing,60(10),52-70.
4. Hom, P. W.,Prussia, G. E.,Griffeth, R. W.(1992).A meta-analytical structural equations analysis of a model of employee turnover.Journal of Applied Psychology,77,890-909.
5. Hui, C. H.,Chiu, W. C. K.,Yu, P. L. H.,Cheng, K.,Tse, H. H. M.(2007).The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysis.Journal of Occupational and Organizational Psychology,80,151-172.
6. Liao, H.,Toya, K.,Lepak, D. P.,Hong, Y.(2009).Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality.Journal of Applied Psychology,94(2),371-391.
7. Lovelock, C. H.(1991).Service Marketing.New Jersey:Prentice-Hall.
8. Organ, D. W.(1990).The subtle significance of job satisfaction.Clinical Laboratory Management Review,4(1),94-98.
9. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1985).A conceptual model of service quality and its implications for future research.Journal of Marketing,49(2),41-50.
10. Schneider, B.,Bowen, D.(1985).Employee and customer perceptions of service in bank: replication and extension.Journal of Applied Psychology,70(3),423-433.
11. Snipesa, R. L.,Oswaldb, S. L.,LaTour, M.,Armenakis, A. A.(2005).The effects of specific job satisfaction facets on customer perceptions of service quality: An employee-level analysis.Journal of Business Research,58,1330-1339.
12. Tse, E. C. Y.,Ho, S. C.(2009).Service quality in the hotel industry: When cultural contexts matter.Cornell Hospitality Quarterly,50(4),460-474.
13. Vella, P. J.,Gountas, J.,Walker, R.(2009).Employee perspectives of service quality in the supermarket sector.Journal of Services Marketing,23(6),407-421.
14. Williams, J. G.(1999).The impact of employee performance cues on guest loyalty, perceived value and service quality.The Service Industries Journal,19(3),97-118.
15. Williams, L. J.,Anderson, S. E.(1991).Job satisfaction and organizational commitment predictors of organizational citizenship and in-role behaviors.Journal of Management,1(17),601-617.
16. Zeithaml, V. A.,Berry, L. L.,Parasuraman, A.(1996).The behavioral consequences of service quality.Journal of Marketing,60,31-46.
17. Zeithaml, V. A.,Bitner, M. J.(2000).Services marketing: Integrating customer Focus across the firm.New York, NY:McGraw Hill.
18. 王國揚(2002)。國立中山大學人力資源管理研究所。
19. 吳翌菁(2000)。私立中原大學工業工程研究所。
20. 吳慧瑛(2007)。私立輔仁大學餐旅管理學系。
21. 林士瑋(1996)。私立中原大學。
22. 林叔蔓(2000)。國立陽明大學社區護理研究所。
23. 林政佑(2002)。私立輔仁大學織品服裝研究所。
24. 林秋慧(2006)。組織承諾與工作滿意對員工知覺服務品質影響之研究—以休閒健身俱樂部為例。南亞學報，26，305-320。
25. 胡夢蕾(2003)。內部行銷與工作滿意度之研究—以台灣國際觀光飯店為例。旅遊管理研究，3(2)，1-25。
26. 陳建文(2004)。國立嘉義大學國民教育研究所。
27. 蕭富峰(1996)。國立政治大學企業管理研究所。
28. 蘇淑芬(2000)。國立高雄醫學大學行為科學研究所。

1. 蕭炳輝(2016)。中華電信客網人員工作特性與服務品質認知關係-以心理契約、社會支持為調節變數。淡江大學企業管理學系碩士在職專班學位論文。2016。1-100。