你如何激發員工？餐廳激勵措施對員工服務創新行為之研究

How Do You Charge Your Employees? The Study of The Influence of Company's Incentive Practices on Employees' Service Innovation Behavior in Foodservice Industry

隨著台灣餐旅市場之擴大，相關企業之間的競爭也增加；餐飲業者愈來愈需要且強調「創新」，提出新的商品或服務以吸引及滿足消費者多變的需求。然而，目前關於餐旅創新的研究，主要為公司產品、流程及組織創新，或是與員工滿意度、顧客忠誠度等關係的探討，較少有公司激勵因素對員工激發因子及創新知覺與行為影響之研究。因此，本研究探討餐飲公司的激發措施對員工激發行為的影響及其創造力知覺及服務創新行為的關係；同時亦檢視員工年資對其創造力知覺的影響。本研究共獲得465份有效問卷進行分析；研究結果指出公司推動的激勵措施對員工之激發行為有顯著正面影響，而員工之激發行為越高，即可提升其創造力知覺，進而會有更佳的服務創新行為之展現。本研究亦發現任職時間較久員工，其創造力知覺比年資較少的員工來的佳。本研研究提出之結論與建議可供台灣餐飲業者做為創新經營管理之參考。

With the growing market of hospitality industry in Taiwan, competition among operators in the foodservice business has also increased. Foodservice operators are increasingly emphasizing their efforts in “innovation”, proposing new products or services to attract customers and meet the needs of consumers. The researches on innovation in hospitality industry so far were mainly focusing on the study of the innovation of product, process and organization, or their relationships with customer satisfaction and loyalty. Few studies have addressed the interactions among the incentive practices implemented by the company, the charged behaviors, and the relative perception and behavior of innovation of their employees. Therefore, the purpose of this study was to explore the influence of implemented incentive practice on employee’s charged behaviors, and the interaction among their charged behaviors, perceived innovation, and service innovation behavior in the hospitality sector. Meanwhile, the effect of the time of employment on employee's innovative perception was also investigated. Four hundred and sixty-five effective questionnaires were collected in this study. Results showed that the implemented incentive practices had significant positive effect on employee's charged behavior. The employees with higher charged behavior showed higher level of perceived innovation and as a result, had better performance in their service innovation behaviors. In addition, the study also found that employees with longer time of employed had better perceived innovation than those with shorter employ-time. Managerial implications to the foodservice sectors are also suggested.