人格特質與組織文化交互作用對服務行為之影響--以餐飲業服務人員為例

The Effects Personality Trait-Organizational Culture Interaction on Service Behavior: The Case on Employees of Restaurant

本研究針對應徵者因為人格特質與組織文化較適配進入連鎖餐飲業服務人員是否有較佳的服務行為進行研究。本研究之目的有二，一是為藉著餐飲業服務人員探討其人格特質、組織文化間之關係。二是分析人格特質及組織文化對服務行為之影響程度，並且用以闡述餐廳業服務行為的意涵。\r本研究採隨機抽樣原則，以餐飲業為調查樣本。工作滿六個月以上之餐飲業服務人員做為研究對象，共計發放210份問卷，回收210份問卷，有效問卷回收率為100%。運用SPSS20.0統計軟體進行資料分析。\r此研究結果顯示出，人格特質（外向性、親和性、勤勉正直性、開放學習性）與角色內服務行為呈現出正相關且有顯著；人格特質（親和性、外向性、開放學習性、勤勉正直性）對角色外服務行為具有正相關且有顯著。人格特質（情緒穩定性）對角色外服務行為具有負相關且有顯著；人格特質（外向性、親和性、勤勉正直性、開放學習性）與互助合作行為呈現出正相關且有顯著。當組織文化（市場型）與人格特質（開放學習性、情緒穩定性）交互作用對角色內服務行為時，有負向關係且有顯著。當組織文化（市場型）與人格特質（勤勉正直性）交互作用對角色外服務行為時，有負向關係且有顯著。當組織文化（家族型）與人格特質（親和性）交互作用對互助合作行為時，有正向關係且有顯著。當組織文化（家族型）與人格特質（勤勉正直性）交互作用對互助合作行為時，有負向關係且有顯著。當組織文化（創新型）與人格特質（勤勉正直性）交互作用對互助合作行為時，有正向關係且有顯著。當組織文化（創新型）與人格特質（開放學習性）交互作用對互助合作行為時，有負向關係且有顯著。

The purpose of the study is to understand the personality traits，organizational culture， between relationship， and service behavior to expound the personality traits and organizational culture influence the behavior. In the study， the principle of random sampling selects the restaurant for the survey sample. The service staffs work for at least six months or more as a research object. A total of 210 questionnaires were distributed， and recovery 210 questionnaires. The valid response rate was 100%. Use of SPSS20.0 statistical software for data analysis. The result indicated the services behavior of employee can be distinguish from role-prescribed customer service behavior，personality traits and in-role customer service behaviorare positive correlation.personality traits and extra-role customer service behaviorare positive correlation.， personality traits and cooperation and mutual assistanceare positive correlation. At result， service behavior between personality traits and organizational culturerelationship has partial moderate effects. At the same time， market type， emotional stability ，openness to experience have a negative impact on in-role customer service behavior .market type， conscientiousness have a negative impact on extra-role customer service behavior . family type，conscientiousness have a negative impact on cooperation .family type，agreeableness have a positively impact on cooperation .innovation type，conscientiousness have apositively impact on cooperation .innovation type，openness to experience have a negative impact on cooperation .