國際觀光旅館組織創新、員工工作滿足與服務品質之相關研究－－以人力資源管理系統為干擾變項

A STUDY OF ORGANIZATIONAL INNOVATIONS, EMPLOYEE'S JOB SATISFACTION AND SERVICE QUALITY IN THE INTERNATIONAL TOURIST HOTELS - HUMAN RESOURCE MANAGEMENT SYSTEM 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組織創新（技術創新及管理創新）、員工工作滿足與服務品質之間的關係，並探討人力資源管理系統是否會對組織創新與員工工作滿足的關係產生干擾作用。本研究將採便利抽樣方式進行問卷調查，受測對象為國際觀光旅館各部門工作滿六個月以上之正式員工，問卷共計發放600份，回收有效問卷423份。研究結果顯示：組織創新（技術創新及管理創新）與員工工作滿足有顯著的正向關係；員工工作滿足與服務品質有顯著的正向關係；組織創新（技術創新及管理創新）與服務品質有顯著的正向關係；人力資源管理系統會對組織創新及技術創新與員工工作滿足之間產生干擾效果。

This research focused on hotel employees from different departments of the international tourist hotels in Taiwan. It was to explore the relationship between employees' perceived organizational innovation (technological innovation and management innovation), employee's job satisfaction and service quality. It also examined the moderating effect of human resource management system on the relationship between organizational innovations and employee's job satisfaction. Full-time employees who had worked at least 6 months in the international tourist hotels were recruited using a convenience sampling. Six hundred survey questionnaires were sent while 423 valid data was received. The results showed that organizational innovation, technological innovation and management innovation were positively related to employees' job satisfaction; employees' job satisfaction was positively related to service quality; organizational innovation, technological innovation and management innovation was positively related to service quality; human resource management system had moderating effect on the relationship between organizational innovations and employees' job satisfaction, and between technological innovation to employee's job satisfaction.