國際觀光旅館技術及管理創新、服務品質與組織績效之相關研究－－以組織公民行為為干擾變項

A Study of Technical and Administrative Innovation, Service Quality and Organizational Performance in International Tourist Hotels-Organizational Citizenship Behavior as A Moderator

本研究以台灣地區國際觀光旅館之各部門員工為研究對象，探討員工所知覺到的技術及管理創新、服務品質、組織績效與組織公民行為之間的關係，採便利抽樣方式進行問卷調查，受測對象除了國際觀光旅館各部門工作滿六個月以上之正式員工外，另委請其直屬主管協助填答員工之服務品質與組織公民行為之表現。員工問卷發放500份，回收有效問卷397份；主管問卷發放100份，回收有效問卷85份。研究結果顯示，技術創新及管理創新皆與服務品質有顯著的正向影響；服務品質與組織績效有顯著的正向影響；技術創新、管理創新與組織績效有顯著的正向影響；組織公民行為會對管理創新與服務品質之間產生干擾效果。

This research aims to explore the relationship between international tourist hotel employees’ perceived technical and administrative innovation, service quality, organizational performance and organizational citizenship behavior in Taiwan. Questionnaire survey method was used to collect data through convenience sampling. The samples of this research are employees who have worked in each department of the international tourist hotels in Taiwan for at least 6 months with directors’ approved of service quality and organizational citizenship behavior. There were 500 questionnaires be distributed to staff and 100 questionnaires to directors, and 397 valid staff questionnaires and 85 valid directors questionnaires were received. The results showed that: technical innovation and administrative innovation have positive impact on service quality；service quality has positive impact on organizational performance；technical and administrative innovation have positive impact on organizational performance；organizational citizenship behavior has moderation effect on the two relationships between administrative innovation to service quality.