內部服務品質、組織承諾與組織公民行爲關係之研究

The Relationship among the Internal Service Quality, Organizational Commitment, and Organizational Citizenship Behavior

10.6572/JHHE.3(2).2

張德儀(Te-Yi Chang)；廖世杰(Shih-Chieh Liao)；李欣怡(Hsin-Yi Lee)

旅行業 ； 內部服務品質 ； 組織承諾 ； 組織公民行爲 ； Travel Agency ； Internal Service Quality ； Organizational Commitment ； Organizational Citizenship Behavior

餐旅暨家政學刊

3卷2期（2006 / 06 / 01）

169 - 186

繁體中文

文旨在探討旅行業之內部服務品質對於員工組織承諾與組織公民行爲關係影響之研究，首先經由文獻回顧建立內部服務品質、組織承諾與組織公民行爲之觀念性架構與假設研究，再以旅行業員工爲調查對象，透過問卷調查與相關統計方法進行實證分析。研究結果發現，旅行業之內部服務品質要素中，應加強獎勵肯定與溝通管道、加強作業程序，俾使員工產生對於公司之情感型承諾，進而發揮其顧客導向之公民行爲；而獎勵與肯定則能激發員工之經濟型承諾，然而經濟交易型之承諾關係，並無法激發員工產生組織公民行爲之中介效果，唯有透過情感承諾關係，才能促使員工發揮組織公民行爲。本研究結果將可提供旅行業經營有用之決策資訊，同時對於管理者研擬公司之經營策略提供具體的方向。

The purpose of this study was to examine the relationship among the internal service quality, organizational commitment, and organizational citizenship behavior in travel agency. The study first establishes the conceptual framework and research hypothesis based on the literature of the internal service quality, organizational commitment, and organizational citizenship behavior. Participants were the travel agencies' staff in Taipei as the empirical targets. By using the questionnaire survey as the tool, 185 samples were analyzed to test the research hypotheses by statistic analysis, and by the path analysis to confer the relationship among the internal service quality, organizational commitment, and organizational citizenship behavior. The results indicted that the travel agency should to improve the key element of internal service quality, should strengthen and must reward with the communicative channel, strengthen the operation procedure, in order to make the staff produce the emotion type to the company to promise, and then the citizen giving play to its customer to lead's behavior; Reward it with the economy commitment of exciting the staff certainly, but the commitment relation of the economic trade type, it produced the intermediary result which organize citizen's behaviors and unable to excite the staff. Only promise the relation through the emotion, could impel the staff to give play to organizing citizen's behaviors. Finally, the results of this study will provide top management with useful information and the suggestions would be provider for the managers of tourist industry.

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