在旅館產業中，主管與員工的接觸是直接且密切的，故主管與員工間的溝通扮演重要角色，良好的溝通能使旅館產生許多正面的影響，例如：主動幫助他人的組織公民行為。而主管與員工關係的領導部屬交換關係、主管與員工間的信任，亦都是在旅館產業中十分重要的議題。本研究目的在於探討五星級國際觀光旅館員工認知溝通與組織公民行為之因果關係，並透過領導部屬交換關係與信任扮演干擾變數，來調節認知溝通與組織公民行為之關係。問卷採用便利抽樣，有效回收問卷317份，有效回收率為94.6%，進行敘述性統計分析、信度分析、相關分析與迴歸分析。結果顯示認知溝通正向顯著影響組織公民行為；領導部屬交換關係會對認知溝通與組織公民行為產生顯著的干擾效果；信任會對認知溝通與組織公民行為產生顯著的干擾效果，並提出學術與實務建議。
In the hotel industry, managers and employees contact directly and closely, so communication plays an important role between managers and employees. Good communication can produce many positive effects on hotels, such as organizational citizenship behavior, leader-member exchange and trust. All above are very important issues for the hotel industry. Therefore, this study examined the relationship of five-star international tourist hotels employee’s perceived communication and organizational citizenship. Moreover, this study also examined the leader-member exchange and trust as moderators to influence the effects of perceived communication on organizational citizenship behavior. Total 317 surveys were completed and returned, resulting in 94.6% response rate with convenience sampling. Data analyses included descriptive statistical analysis, reliability analysis, correlation analysis and regression analysis. The results indicated that perceived communication had positive and significant impact on organizational citizenship behavior. Leader-member exchange and trust significant moderated the relationship between perceived communication and organizational citizenship behavior. This study verified theoretical framework of perceived communication, organizational citizenship behavior, leader-member exchange and trust, and provided specific practical implications.
