五星級旅館員工投入、工作滿意度與組織承諾之相關研究──以內部行銷為干擾變數

A Study of Employees' Involvement, Job Satisfaction and Organizational Commitment in Five-Star Hotels: Using Internal Marketing as a Moderator

本研究以台灣地區五星級旅館為研究對象，探討員工之工作投入、工作滿意度與組織承諾之關聯性，並驗證內部行銷是否會對工作投入與工作滿意度及工作滿意度與組織承諾之關係產生干擾效果。本研究採便利抽樣方式進行問卷調查，受測對象為工作滿一年以上之員工。總計發放問卷550份，回收有效問卷為332份，問卷有效回收率為60.4％。本研究採用結構方程式（SEM）進行研究變項間的因果關係及PROCESS分析模型為中介效果之驗證，以及檢測知覺內部行銷的調節效果。研究結果顯示：員工工作投入越多，則工作滿意度及組織承諾會越高；員工工作滿意越高，則組織承諾也會越高；研究也發現員工對工作的投入可以透過增加員工的工作滿意度，進而增加對組織的承諾；員工知覺到內部行銷較佳時，工作滿意度與組織承諾之間的關係將越強。實證結果期能提供五星級旅館人資部門作為管理員工之參考依據。

This research aimed to explore the relationships among job involvement, job satisfaction, organizational commitment, and internal marketing of five-star hotel employees in Taiwan. Questionnaire surveys with convenience sampling were applied for data collection. Approximately 550 structured questionnaires were distributed to employees who had worked more than one year. In total, 332 valid data were collected, with a response rate of 60.4%. The mediating effect among job involvement, job satisfaction and organizational commitment was analyzed through structural equation modeling (SEM) whereas the moderating effect of perceived internal marketing was analyzed by PROCESS macro. The results showed that (1) when employees had more job involvement, employees had better job satisfaction and organizational commitment ; (2) when employees had better job satisfaction, they had more organizational commitment ; (3) job satisfaction had a mediating effect on the relationship between job involvement and organizational commitment ; (4) employees who perceived high internal marketing would accelerate the effect between job satisfaction and organizational commitment.