五星級旅館內部行銷、組織承諾與績效表現之相關研究－－以內、外控人格特質為干擾變項

A Study of Internal Marketing, Organizational Commitment and Job Performance in the Five-Star Hotels: Locus of Control Personality Traits as a Moderator

本研究以台灣地區五星級旅館員工為研究對象，探討員工知覺到的內部行銷、組織承諾、績效表現與人格特質間的關係，採便利抽樣方式進行問卷調查，受測對象除了五星級旅館工作滿六個月以上之員工外，另請其直線主管以配對方式協助填答員工之績效表現。員工問卷發放500份，回收有效問卷388份；主管問卷發放100份，回收有效問卷82份。研究結果顯示內部行銷（包括管理者對員工的支持、員工的溝通關係、員工的激勵與成長、員工的教育訓練）越高，則員工的組織承諾及績效表現皆顯著越高；而員工的組織承諾越高，其績效表現也顯著越高。本研究也發現五星級旅館好的內部行銷能透過增加員工的組織承諾，更增加員工的績效表現。本研究資料顯示員工越偏向內控人格特質，管理支持與組織承諾之間的關係將越弱；越偏向外控人格特質，則內部行銷（管理支持、溝通關係、激勵成長）與組織承諾關係越弱。

This study aimed to explore the relationship among employees' perception on internal marketing, organizational commitment, job performance, and personality traits. Research samples were full-time employees and managers who have worked more than six months in the five-star hotels in Taiwan. Questionnaire surveys with convenience sampling were applied for data collection. Sample matching method was applied so that direct managers were invited to evaluate job performance of their subordinate employees. Five hundred question- naires were sent to employees and 100 questionnaires to the manager-level. A total of 388 valid questionnaires were received from employees while 82 valid questionnaires frommanager-level were received. Research results indicated that: (1) when organization has more internal marketing (management support, communication, encouragement and training), employees' organizational commitment and job performance are higher; (2) when employees' (3) organizational commitment is higher, their job performance is better; organizational commitment had a full mediation effect on the relationships between internal marketing can increase and job performance; (4) internal locus of control moderated the effect between management support and organizational commitment; (5) external locus of control moderated the effect between internal marketing and organizational commitment.