旅行業職場欺凌、敬業度與創新行為之研究－以衝突管理類型為調節變數

The Study of Workplace Bullying, Engagement and Innovative Behavior in Travel Industry - The Moderating Effect of Conflict Management Types

10.6157/ALRR.202212_12(2).0004

黃永全(Yung-Chuan Huang)；龔熒慧(Ying-Huei Kung)；羅元榮(Yuan-Jung Lo)；游凱茵(Kai-Yin Yu)

職場欺凌 ； 敬業度 ； 創新行為 ； 衝突管理類型 ； Workplace bullying ； Engagement ； Innovative behavior ； Conflict management types

休閒與遊憩研究

12卷2期（2022 / 12 / 01）

45 - 58

繁體中文;英文

本研究以「衝突管理類型」觀點切入，探討職場欺凌、敬業度與創新行為之間關係。在旅行社的工作業態內，組織內部的衝突是不可避免的。然而該行業存在遭受欺凌的問題，當員工能懂得處理衝突時，員工的參與程度可能會增加，並且可能會出現創新的行為。本研究對象為旅行社之企業員工、主管，且以北台灣之旅行社企業為本研究範圍。問卷題項依國內外學者之研究所建構，分為四個部份；職場欺凌、敬業度、創新行為及衝突管理類型。本研究採親自發放、郵寄或電子問卷的方式進行，共回收300份有效問卷。結果發現職場欺凌之工作相關欺凌對敬業度活力具有顯著負向影響；敬業度之專注對創意產生與創意實現具有顯著正向影響、敬業度之活力對創意提倡與創意實現具有顯著正向影響、敬業度之奉獻對創意產生、創意提倡與創意實現具有顯著正向影響皆成立；不同於以往之研究結果是職場欺凌之工作相關欺凌對奉獻、工作相關欺凌對創意產生具有顯著正向影響；而衝突管理類型之讓步、支配、迴避、妥協類型對於職場欺凌與敬業度之間具有調節作用。

The study depends on the aspect of "Conflict Management Types", to discuss the effect of workplace bullying between engagement and innovative behavior. It’s unavoidable that sometimes we have conflicts inside the organization in the- work-pattern of travel agency. However, it still exists the problem of workplace bullying in the industry. When the employee is capable of dealing with the conflict, the level of the participance might increase and emerge new innovative behavior. The object of this study involves of the employee and also the executive of travel agency, and the main target is the travel agency industry in the north of Taiwan. The questionnaire is according to the research of both domestic and international scholar. It adopts the form of closed question, and it divides into 4 parts : workplace bullying, engagement, innovative behavior and conflict management types. The research is proceeded by directly giving the questionnaire or sending e-mail to receive the result through total 300 valid questionnaires. The result shows that the work-related bullying of workplace bullying brings out the negative influence to the energy of engagement. The concentration of engagement brings out the positive influence to idea generation and idea accomplishment. The energy of engagement brings out the positive influence to idea promotion and idea accomplishment. The devotion of engagement also brings out the positive influence to idea generation, idea promotion and idea accomplishment. Not like the research before, the study shows that people-related bullying of workplace bullying to devotion and work-related bullying to idea generation all brings out the positive influence. And the obliging, the dominance, the avoidant, and the compromise of conflict management types are the regulator between the workplace bullying and the engagement.

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