五星級國際觀光旅館員工企業社會責任認知對其服務行為之影響－團隊凝聚力之中介效果

文化大學機構典藏 CCUR > 商學院 > 觀光事業學系暨研究所 > 博碩士論文 > Item 987654321/44971

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题名:	五星級國際觀光旅館員工企業社會責任認知對其服務行為之影響－團隊凝聚力之中介效果 The impact of corporate social responsibility cognition of employees in the five-star international tourist hotel on his/her service behavior-The mediating effect of team cohesion
作者:	劉育倫
贡献者:	觀光事業學系
关键词:	企業社會責任團隊凝聚力服務行為社會認同理論社會交換理論
日期:	2019
上传时间:	2019-09-09 11:04:28 (UTC+8)
摘要:	台灣旅館業競爭越趨激烈，加上社會大眾對企業社會責任的重視，許多旅館業紛紛投入企業社會責任之項目，以強化企業競爭力。在此員工不僅是企業社會責任之利害關係人之一，更是將旅館之企業社會責任傳遞給顧客的關鍵人，尤其是頻繁與顧客互動的第一線員工，且其服務行為往往奠定了旅館的服務品質，員工之間非常仰賴團隊的合作，故同事之間團隊凝聚力對旅館業而言是不可忽視的。本研究即以社會認同理論與社會交換理論為基礎，探討台灣五星級國際觀光旅館員工企業社會責任認知透過團隊凝聚力，是否能夠促使其在服務行為上有好的表現。本研究主要調查台灣已實行企業社會責任之五星級國際觀光旅館第一線員工的企業社會責任與團隊凝聚力的認知，並由直屬主管來評量該員工之服務行為，採紙本問卷，共計回收有效問卷355組，有效回收率為89%。採用敘述性統計、信度分析、相關分析、驗證性因素分析及結構方程模式進行資料分析。本研究結果發現台灣五星級國際觀光旅館員工企業社會責任認知正向影響團隊凝聚力及服務行為；且團隊凝聚力在企業社會責任與服務行為之間扮演部分中介的角色。 The competition in Taiwan’s hotel industry is becoming increasingly fierce, and the public pays attention to corporate social responsibility. In order to strengthen competitiveness, many hotels have invested in corporate social responsibility projects. Employees are not only one of the stakeholders of corporate social responsibility, but also the key person to pass the corporate social responsibility of the hotel to the customer. Especially the first-line employees who frequently interact with customers and their service behavior establish the service quality of the hotel. And the employees have to rely on the cooperation of the team, so the team cohesion between colleagues cannot be ignored. Based on the social identity theory and social exchange theory, this research explores whether corporate social responsibility awareness of Taiwanese five-star international tourist hotel employees can promote their performance in service behavior through team cohesion. This research is mainly for the Taiwan five-star international tourist hotels that have implemented corporate social responsibility to investigate the first-line employees of perceptions of corporate social responsibility and team cohesion. And the direct supervisors will answer the employee's service behavior. In this questionnaire, a total of 355 effective questionnaires were collected, and the effective response rate was 89%. Statistical analyses were analyzed by descriptive statistics, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model. The results of this research found that corporate social responsibility awareness of employees in five-star international tourist hotels in Taiwan is positively affecting team cohesion and service behavior. The relationship between corporate social responsibility and service behavior is partially mediated by team cohesion.
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