探討國際觀光旅館員工的逆境商數對工作壓力、工作績效之關係

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Title:	探討國際觀光旅館員工的逆境商數對工作壓力、工作績效之關係 The Relationship Between Work Pressure and Work Performance of Hotel Employees’ Adversity Quotient
Authors:	游宗鴻 Yu, Tsung-Hung
Contributors:	觀光事業學系
Keywords:	國際觀光旅館工作壓力工作績效逆境商數 international tourist hotel work pressure work performance adversity quotient
Date:	2013-06
Issue Date:	2013-10-01 13:44:59 (UTC+8)
Abstract:	近年來台灣的觀光產業不斷蓬勃發展，國際觀光旅館又是旅館業的精華部份，它所提供的豪華設備及良好服務，使它不僅是提供膳宿的地方，更是一個社交、娛樂、商務、甚至是會議的場所。在旅館中，服務人員與顧客互動的服務傳遞過程，將直接影響客人對旅館的評價，然旅館員工在面臨工作壓力與日俱增，仍能保持樂觀態度積極，以正面態度回應逆境並克服工作壓力，進而增加工作績效。本研究參考國內外相關文獻，以建構適合衡量之「逆境商數量表」、「工作壓力量表」與「工作績效表」，運用問卷調查法隨機探索國內國際觀光旅館員工，共發放400份問卷，回收有效問卷275份。本研究針對工作壓力太大會對組織造成生產量減少、品質降低及缺乏創新能力，而導致績效降低的觀念為基礎，對國際觀光旅館員工之逆境商數做為研究對象，結果發現逆境商數對工作壓力、工作壓力對工作績效有部分負相關，逆境商數對工作績效則有顯著正相關。本研究分析驗證出國際觀光旅館員工之逆境商數對於工作壓力、工作績效中的相關構面，並對結果加以討論，提供往後實務界提升員工增加績效新的參考方法。 In recent years, Taiwan's tourism industry continues to prosper. International Tourist Hotel is part of the essence of the hotel industry. It provides luxurious facilities and good service. It is not only provided with accommodation, but also a social, entertainment, business, or even meeting place. In the hotel, staff interaction with customers, will directly affect the guests of the hotel rating. Hotel employees’ work pressure becomes higher, but they can keep optimistic and positive attitude. They have a positive attitude and response to adversity and overcome work pressure, thus increasing work performance. The “Adversity Quotient”, is used to measure people how to respond adversity standards, and beyond the adversity. Stoltz (1997) indicated people that the higher number of adverse quotient, they can be positive and optimistic face to adversity, accept difficult challenges and creativity to find solutions and excellence. In this study, it propose too much pressure will reduce production, lower quality and lack of innovation, which led to performance became lower in the organization. This study used the international tourist hotel employees as object of adversity quotient. For verify the analysis of international tourist hotel employees’ Adversity Quotient to work pressure and work performance of the relevant dimensions. And become a new reference method to increase performance.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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