| 摘要: | 「人」是組織中最重要的資產，也扮演著組織成功的重要角色，更是有關促成採取變革一切活動的必經之道，所以員工對於企業的重要性，實在不容忽視。
據此，本研究旨在了解飯店業提出服務保證時，對員工之工作壓力、工作滿意與工作投入所產生之影響，並以授權為干擾變數，採用2×2之因子實驗方格設計進行實驗，以進一步探究飯店業在服務保證實行下，並加施授權策略，對員工之工作壓力、工作滿意與工作投入有何影響。
主要研究結果發現，飯店業提出服務保證，係給予顧客保證服務品質的承諾，相對地，給予顧客很大的彈性去檢視飯店的缺點，但在管理者沒有付予員工對等的工作自主性情況下，員工的工作壓力略高，員工的工作滿意、工作投入亦較低；而從分析驗證中亦發現，實施服務保證的飯店業併行授權策略者，使員工能自主行動的完成工作，員工的工作滿意、工作投入略高，而工作壓力亦隨之較低。
因此，飯店業提出服務保證前，除應訂定出適切明確的目標外，更應考量員工能否認同公司之改革策略，同時給予員工適度的授權，加強員工自我決策程度，進而取得員工之認用，以有效掌控整體服務環節。
Human resource is the most important property in an organization. It also plays a vital role on the way to success for an organization. All activities related to organizational innovations must be realized by personnel. Therefore, the importance of staffs must not be ignored.
In view of the above, the research aims to understand that when hotels provide service guarantee, what influences between personnel’s job stress, job satisfaction and job involvement. Also, the model uses empowerment to be the moderator variable, adopts 2×2 factor experimental square design to explore the influence between job stress , job satisfaction and job involvement, while the hotels executing the service guarantee and empowerment.
The major finding of this research is that when the hotel industry provide service guarantee, the commitment of offering service quality to customers is guaranteed. In the contrary, when it is not the case, customers are given great opportunity to inspect hotels’ disadvantages. Under the situation that hotel managers do not give empowerment, staffs have a bit more job stress. Meanwhile, they also have less job satisfaction and job involvement. From the analysis and review, it is also found that hotels with service guarantee implement empowerment strategy would make staffs complete their jobs on their own. The job satisfaction and job involvement of staffs are slightly higher. And their job stress is also decreasing.
Therefore, before hotel industry carries out the policy of service guarantee, proper and precise goals need to be specified. Moreover, it is necessary to consider whether staffs agree on the reformed strategies. At the same time, appropriate empowerment is given to staffs. The decision-making level of staffs must be reinforced so as to gain more recognition of staffs. Thus, the whole service can be under control with efficiency. |
