旅館業員工人格特質與服務行為之相關研究─以台北晶華酒店為例

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题名:	旅館業員工人格特質與服務行為之相關研究─以台北晶華酒店為例
作者:	翁慧芳
贡献者:	觀光休閒事業管理研究所碩士在職專班
关键词:	旅館業員工五大人格特質服務行為 extra- role service behavior
日期:	2010
上传时间:	2011-10-20 12:47:40 (UTC+8)
摘要:	本研究主旨在探討員工人格特質(personality traits)與服務行為(service behavior)之關係，經由文獻分析及邏輯推演，發現兩者之關係有必要進一步釐清。本研究是透過問卷調查(questionnaires survey)的方式，向台北晶華酒店全體員工進行普查。本研究問卷共發放911份，有效問卷回收率為88%。問卷主要針對旅館員工人格特質(Big Five)、服務行為、個人基本背景三構面進行研究調查。當資料回收完畢後係以SPSS統計軟體進行描述性統計、因素分析、變異數分析與迴歸分析等統計分析。資料分析結果，歸納之結論如下： 1.員工親和性人格特質與角色內服務行為、角色外服務行為皆呈正向關係。 2.員工勤勉正直性人格特質與角色內服務行為、角色外服務行為皆呈正向關係。 3.外向性與角色內服務行為呈現負向關係，但外向性與角色外服務行為呈現正向關係。 4.神經質性人格特質與角色內服務行為呈現正向關係，但神經質性人格特質與角色外服務行為呈現負向關係。 5.經驗開放性與角色內及角色外服務行為之間呈現正向關係。 ABSTRACT This study empirically examines the relationship between hotel employees’ personality traits and their service behavior. A survery questionnaire was designed and distributed to all the employees in the Regent Taipei. The measurement of personality traits was applied from the Big Five Model(Costa & McCrae, 1992)and the service behavior items were adopted from Tsaur & Lin’s(2004) research. A total of 911 questionaires were issused and valid data were 796(88%). Data analyses included descriptive statistics, factor analysis, t-test, ANOVA analysis and multiregressions. Majoy findings are listed below: 1.Hotel employees with agreeableness personality would significantly provide both in- and extra- role service behaviors. 2.Hotel employees with conscientiousness personality would significantly provide both in- and extra-role service behaviors. 3.The personality trait of extraversion is not significantly relted with in- role service behavior. As well, the personality trait of extraversion would significantly provide extra- role service behavior. 4.The personality trait of neuroticism would significantly provide in- role service behavior.The personality trait of neuroticism is not significantly related with extra- role service behavior. 5.Hotel employees who tend to be openness to experience would significantly provide both in-and extra- role service behaviors.
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