隨著世代變遷，1995年至2009年出生的Z世代逐漸成為旅館產業主要的勞動力，世代間的工作價值觀有所差異，面對新世代的來臨，旅館應如何提供Z世代員工工作資源及對其的工作要求，以提升Z世代的工作投入與服務行為是當前需面對的問題。本研究以JD-R模型為基礎，目的為探討旅館Z世代員工認知的工作資源與工作要求對工作投入影響其服務行為。
本研究針對台灣觀光旅館Z世代員工進行研究調查，透過網路發放電子問卷連結，回收有效問卷共212份。研究結果發現旅館Z世代員工認知的工作資源正向影響認知的工作要求與工作投入，認知的工作要求不顯著影響工作投入，工作投入正向影響服務行為，工作投入在認知的工作資源與服務行為之間具有完全中介作用，但認知的工作要求無法透過工作投入影響服務行為。本研究以旅館Z世代員工的觀點瞭解其認知的工作資源及要求，幫助旅館業界更加瞭解Z世代員工，並提供給餐旅學術界及旅館業界參考。
With the change of the time, generation Z who is born in 1995 to 2009 is gradual-ly becoming the main labor force in the hotel industry. There have different work val-ues between generations. Facing the new generation, is a problem needs to be faced at present, how should hotels provide Generation Z employees with job resources and job demands to enhance theirs work engagement and service behavior. The purpose of this study was to explore the influences of generation Z hotel employees' perceived job re-sources, job demands, and work engagement on service behavior, based on Job De-mands- Resources (JD-R) model.
The participants in this study is Generation Z employees of Taiwan tourist hotel through online questionnaire survey link to reply the questions. Total of 212 valid ques-tionnaires were collected. The results of the study confirmed that generation Z hotel employees’ perceived job resources had a significantly positive effect on perceived job demands, also had a significantly positive effect on work engagement, respectively. Perceived job demands did not significantly affect work engagement. Work engage-ment had a significantly positive effect on service behavior. Work engagement had a full mediating effect between perceived job resources and service behavior, but there was no significantly mediate effect between perceived job demands and service be-havior. The study assessed the point of views of generation Z hotel employees to un-derstand their perceived job resources and job demands, helped the hotel industry to better understand Generation Z employees. This study provided academic and practical implications to hospitality academia and hotel industry.
