國際觀光旅館異文化管理對員工士氣與顧客滿意度影響之研究

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Title:	國際觀光旅館異文化管理對員工士氣與顧客滿意度影響之研究 The Study of Influences for the Cross-Cultural Management to Employee Morale and Customer Satisfaction of International Tourist Hotel
Authors:	徐美婷 Hsu, Mei-Ting
Contributors:	國際企業管理學系
Keywords:	異文化管理員工士氣顧客滿意度 cross-cultural management employee morale customer satisfaction
Date:	2012-12
Issue Date:	2013-10-31 14:48:01 (UTC+8)
Abstract:	本研究的目的探討在國際觀光旅館異文化管理對員工士氣與顧客滿意度影響之研究，且探究員工士氣對異文化管理制度與顧客滿意度之中介效果。本研究採問卷調查法，以國際觀光旅館正式員工及顧客為訪問對象，共計發出員工及顧客共260份配對問卷，扣除無法配對、填答不完整、及隨意填答等無效問卷，有效問卷219份，有效回收率為84.2%。本研究實證結果顯示，國際觀光旅館異文化管理制度與員工士氣呈現正向關係，國際觀光旅館採取第三文化管理的程度越高，會較第一及第二文化更能提高員工士氣；國際觀光旅館之員工士氣與顧客滿意度為正相關，亦即員工士氣越高則顧客滿意度越高；國際觀光旅館異文化管理制度與顧客滿意度呈現正向關係，國際觀光旅館採取第三文化管理的程度越高，會較第一及第二文化更能提高顧客滿意度；而員工士氣對異文化管理與顧客滿意度具有中介效果。 This study empirically examines the influences for the cross-cultural management to employee morale and customer satisfaction of international tourist hotel. The data was collected from employees and customers in thirteen international tourist hotels. Employees were asked about their cross-cultural management and employee morale. Customers were asked about their customer satisfaction of the international tourist hotel. This study is counducted via questionnaires survey to collect the data for empirical analysis. Among 260 copies of compared questionnaires from employees and customers senting, the total valid responding quantitaty is 219 and the response rate is 84.2%. Finally, the statistical result addresses: (1)cross-culture management system are positive and significant to influence employee morale, (2)employee morale are positive and significant to influence customer satisfaction, (3)cross-culture management system are positive and significant to influence customer satisfaction. In addition, employee morale has a mediate effect between cross-culture management and customer satisfaction.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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