Influence of Hotel Career Management on Employee Motivation and Career Commitment

旅館職涯管理對員工激勵與職涯承諾影響之研究

10.6572/JHT.201912_16(2).0001

姜淳方(Chun-Fang Chiang)

internal marketing ； career management ； motivation ； career commitment ； job performance ； 內部行銷 ； 職涯管理 ； 激勵 ； 職涯承諾 ； 工作績效

餐旅暨觀光

16卷2期（2019 / 12 / 01）

1 - 25

英文

This study proposed internal marketing and career management to improve hotel employees' intrinsic and extrinsic motivation, thereby increasing their career commitment and job performance. Questionnaire data were collected from a total of 218 employees from five-star hotels in Taiwan to test the research model. The results indicated that internal marketing had a positive influence on intrinsic and extrinsic employee motivation, whereas career management had a significant influence on extrinsic motivation but not on intrinsic motivation. Extrinsic motivation significantly influenced job performance but not career commitment, whereas intrinsic motivation had a positive impact on both career commitment and job performance. This study provided implications for hotel managers to implement internal marketing and manage the careers of their employees.

本研究提出內部行銷和職涯管理促進旅館員工的內在和外在激勵，進而提升他們的職涯承諾和工作績效。問卷調查台灣五星級旅館218名員工以驗證研究模型。研究結果指出內部行銷正向影響內在和外在員工激勵，職涯管理對外在激勵顯著影響，但對內在激勵無顯著影響。外在激勵顯著影響工作績效，但對職涯承諾無顯著影響。內在激勵對職涯承諾和工作績效皆顯著正向影響。本研究為旅館管理者提供實施內部行銷和協助員工職涯管理的建議。

1. Chang, C. S.,Chang, H. H.(2007).Effects of internal marketing on nurse job satisfaction and organizational commitment: Example of medical centers in Southern Taiwan.Journal of Nursing Research,15(4),265-274.
   連結：
2. Ahmed, P. K.,Rafiq, M.(2002).International marketing—tools and concepts for customer focused management.Oxford, UK:Butterworth-Heinemann.
3. Ang, S.,Van Dyne, L.,Begley, T. M.(2003).The employment relationships of foreign workers versus local employees: A field study of organizational justice, job satisfaction, performance, and OCB.Journal of Organizational Behavior,24(5),561-583.
4. Azêdo, D.,Alves, H.(2014).Internal marketing practices in health care and their influence on nurse motivation public versus nonpublic management models.Home Health Care Management & Practice,26(2),92-100.
5. Babin, B. J.,Boles, J. S.(1996).The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction.Journal of Retailing,72(1),57-75.
6. Back, K. J.,Lee, C. K.,Abbott, J.(2011).Internal relationship marketing: Korean casino employees’ job satisfaction and organizational commitment.Cornell Hospitality Quarterly,52(2),111-124.
7. Barnett, B. R.,Bradley, L.(2007).The impact of organizational support for career development on career satisfaction.Career Development International,12(7),617-636.
8. Baruch, Y.(2006).Career development in organizations and beyond: Balancing traditional and contemporary viewpoints.Human Resource Management Review,16(2),125-138.
9. Berry, L. L.(Eds.)(1983).Emerging perspectives on services marketing.Chicago:American Marketing Association.
10. Berry, L. L.,Parasuraman, A.(1991).Marketing services: Competing through quality.New York:The Free Press.
11. Blau, G. J.(1985).The measurement and prediction of career commitment.Journal of occupational Psychology,58(4),277-288.
12. Cahill, D. J.(1995).The managerial implications of the learning organization: A new tool for internal marketing.Journal of Services Marketing,9(4),43-51.
13. Campbell, J. P.,McHenry, J. J.,Wise, L. L.(1990).Modeling job performance in a population of jobs.Personnel Psychology,43(2),313-333.
14. Carson, K. D.,Bedeian, A. G.(1994).Career commitment: Construction of a measure and examination of its psychometric properties.Journal of Vocational Behavior,44(3),237-262.
15. Chang, C. P.,Chang, W. C.(2008).Internal marketing practices and employees’ turnover intentions in tourism and leisure hotels.The Journal of Human Resource,4(2),161-172.
16. Chang, C. S.,Chang, H. C.(2009).Perceptions of internal marketing and organizational commitment by nurses.Journal of Advanced Nursing,65(1),92-100.
17. Chang, E.(1999).Career commitment as a complex moderator of organizational commitment and turnover intention.Human relations,52(10),1257-1278.
18. Chiang, C. F.,Jang, S. S.(2008).An expectancy theory model for hotel employee motivation.International Journal of Hospitality Management,27(2),313-322.
19. Chiang, C. F.,Liu, B. Z.(2017).Examining job stress and burnout of hotel room attendants: internal marketing and organizational commitment as moderators.Journal of Human Resources in Hospitality & Tourism,16(4),367-383.
20. Colarelli, S. M.,Bishop, R. C.(1990).Career commitment functions, correlates, and management.Group & Organization Management,15(2),158-176.
21. Conduit, J.,Mavondo, F. T.(2001).How critical is internal customer orientation to market orientation?.Journal of Business Research,51(1),11-24.
22. Curtis, C. R.,Upchurch, R. S.,Severt, D. E.(2009).Employee motivation and organizational commitment: A comparison of tipped and nontipped restaurant employees.International Journal of Hospitality & Tourism Administration,10(3),253-269.
23. Cziraki, K.,Read, E.,Spence Laschinger, H. K.,Wong, C.(2018).Nurses’ leadership self-efficacy, motivation, and career aspirations.Leadership in Health Services,31(1),47-61.
24. Dermody, M. B.,Young, M.,Taylor, S. L.(2004).Identifying job motivation factors of restaurant servers: Insight for the development of effective recruitment and retention strategies.International Journal of Hospitality & Tourism Administration,5(3),1-14.
25. Foreman, S. K.,Money, A. H.(1995).Internal marketing: Concepts, measurement and application.Journal of Marketing Management,11(8),755-768.
26. Gounaris, S.(2008).The notion of internal market orientation and employee job satisfaction: Some preliminary evidence.Journal of Services Marketing,22(1),68-90.
27. Gronroos, C.(2000).Services management and marketing: A customer relationship.England:John Wiley & Sons.
28. Grönroos, C.(1981).Marketing of services.Chicago:American Marketing Association.
29. Holt, D. H.(1993).Motivation: Productivity through people, management principles and practices.Englewood Cliffs, NJ:Prentice‐Hall.
30. Iliopoulos, E.,Priporas, C. V.(2011).The effect of internal marketing on job satisfaction in health services: A pilot study in public hospitals in Northern Greece.BMC health services research,11(261)
31. Ingram, A.,Brown, S.(2000).Labor turnover in four and five crown Edinburg hotels: Managers' perceptions and strategies to cope.Praxis,2(2),80-99.
32. Karatepe, O. M.(2013).High-performance work practices and hotel employee performance: The mediation of work engagement.International Journal of Hospitality Management,32,132-140.
33. Kim, H.,Kang, D. S.,Lee, S. W.,McLean, G.(2016).Career commitment as a mediator between organization-related variables and motivation for training and turnover intentions.Journal of Career Development,43(2),130-144.
34. Kim, J. S.,Song, H. J.,Lee, C. K.(2016).Effects of corporate social responsibility and internal marketing on organizational commitment and turnover intentions.International Journal of Hospitality Management,55,25-32.
35. Kim, T. Y.,Cable, D. M.,Kim, S. P.,Wang, J.(2009).Emotional competence and work performance: The mediating effect of proactivity and the moderating effect of job autonomy.Journal of Organizational Behavior,30(7),983-1000.
36. Kong, H.,Cheung, C.,Qiu Zhang, H.(2010).Career management systems: What are China's state-owned hotels practicing?.International Journal of Contemporary Hospitality Management,22(4),467-482.
37. Kong, H.,Cheung, C.,Song, H.(2012).From hotel career management to employees’ career satisfaction: The mediating effect of career competency.International Journal of Hospitality Management,31(1),76-85.
38. Kong, H.,Cheung, C.,Song, H.(2011).Hotel career management in China: Developing a measurement scale.International Journal of Hospitality Management,30(1),112-118.
39. Kong, H.,Cheung, C.,Song, H.(2012).Determinants and outcome of career competencies: Perspectives of hotel managers in China.International Journal of Hospitality Management,31(3),712-719.
40. Li, X.,Sanders, K.,Frenkel, S.(2012).How leader–member exchange, work engagement and HRM consistency explain Chinese luxury hotel employees’ job performance.International Journal of Hospitality Management,31(4),1059-1066.
41. London, M.,Mone, E. M.(1987).Career management and survival in the workplace: Helping employees make tough career decisions, stay motivated, and reduce career stress.Jossey-Bass.
42. Ng, T. W.,Eby, L. T.,Sorensen, K. L.,Feldman, D. C.(2005).Predictors of objective and subjective career success: A meta‐analysis.Personnel psychology,58(2),367-408.
43. Rafiq, M.,Ahmed, P. K.(2000).Advances in the internal marketing concept: definition, synthesis and extension.Journal of Services Marketing,14(6),449-462.
44. Robbins, S. P.,Judge, T. A.(2014).Organizational behavior.New Jersey:Prentice-Hall.
45. Ryan, R. M.,Deci, E. L.(2000).Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being.American psychologist,55(1),68-78.
46. Simmons, T.,Enz, C.(1995).Motivating hotel employees: Beyond the carrot and the stick.Cornell Hotel and Restaurant Administration Quarterly,25,20-27.
47. Sledge, S.,Miles, A. K.,Coppage, S.(2008).What role does culture play? A look at motivation and job satisfaction among hotel workers in Brazil.The International Journal of Human Resource Management,19(9),1667-1682.
48. Sturges, J.,Conway, N.,Guest, D.,Liefooghe, A.(2005).Managing the career deal: The psychological contract as a framework for understanding career management, organizational commitment and work behavior.Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior,26(7),821-838.
49. Varey, R. J.,Lewis, B. R.(1999).A broadened conception of internal marketing.European Journal of Marketing,33(9/10),926-944.
50. Wildes, V. J.(2008).Should I stay or should I go? Motivation to work in foodservice.Journal of Foodservice Business Research,11(3),286-294.
51. Wong, S.,Siu, V.,Tsang, N.(1999).The impact of demographic factors on Hong Kong hotel employees' choice of job-related motivators.International Journal of Contemporary Hospitality Management,11(5),230-242.