| 摘要: | 受到大環境經濟景氣的影響，高雄地區觀光旅館業面臨少見的危機。旅館業者透過一波又一波人力精簡政策的實施來降低人事成本，以求取更多的營運利潤。本研究目的乃探討產業在此大環境中之組織文化、組織政治知覺、組織氣候、組織公民行為與組織績效等各變項之影響關係模式為研究主題。以高雄地區8家觀光旅館業為研究母體，並以餐飲部與客房部第一線全職服務人員為實證分析對象。本研究採用問卷調查法進行實證資料之蒐集，共發出問卷395份，回收380份，剔除無效問卷39份，有效問卷341份，有效回收率為86.33%。以SPSS for windows統計軟體進行描述性統計分析、因素分析、信度分析、t 檢定、單因子變異數分析與事後多重比較、結構方程模式探討各變項之影響關係模式，並以層級迴歸分析探討中介變項的效果。 本研究經實證後得到結論如下： 1. 整體理論模式配適度符合可接受的檢定水準，表示本研究理論模式可獲得支持，故五個構念間架構確實存在著影響關係。 2. 員工的個人特徵變項(如，性別、年齡、服務年資、職務、教育程度、婚姻狀況及部門別)在組織文化、組織政治知覺、組織氣候、組織公民行為與組織績效等構面上，除「部門別」呈無顯著差異外，其餘變項大部分呈顯著差異。 3. 採用描述性統計分析，發現市場導向型文化、影響上司行為政治知覺、影響同事與團體行為政治知覺、本份行為、利他行為、組織公益行為及服務品質等認知較高；而員工導向型文化、協調溝通導向、管理風格及員工組織承諾等認知較低。 4. 組織文化對組織氣候、組織公民行為、組織政治知覺與組織績效呈顯著正向直接影響關係。 5. 組織政治知覺對組織公民行為呈顯著正向直接影響關係。 6. 組織氣候對組織績效呈顯著正向直接影響關係。 7. 組織公民行為對組織績效呈顯著正向直接影響關係。 8. 組織氣候與組織公民行為，為組織文化影響組織績效的重要中介變數。 以上結論可為觀光旅館業者或有意投入觀光旅館產業者作一參考，以及對未來研究者提出建議，以供參考。
The tourism industry is facing a financial crisis influenced by a declining world economy. The hotels are downsizing their administration to reduce manpower expenditure to obtain more profit from their business operation. The purpose of this investigation is to develop a model correlating Organizational Cultures, Perceptions of Organizational Politics, Organizational Climate, Organizational Citizenship Behaviors and Organizational Performance. The research was conducted by using questionnaires targeted at the first line employees of F&B and room department of 8 international tourist hotels in Kaohsiung city. Some 395 questionnaires were issued to potential respondents from which 380 were returned. 341 questionnaires were returned effectively whereas 39 were ineffective. The rate of recovery was 86.33%. By using SPSS for windows as a statistical analytical tool, Descriptive statistics, Factor analysis, Reliability analysis, t-test analysis, Post-Hoc Multiple Comparison were performed after Single Factor Variant analysis (One-way ANOVA), and Hierarchical Regression analysis. In order to prove the influencing relationships among the variables and overall model fit the Structural Equation Modeling has also been adopted.The empirical results of this study are indicated as follows： 1. The goodness-of-fit of overall theoretical model is acceptable. This empirical result supports the relationships among the Organizational Culture, Perceptions of Organizational Politics, Organizational Climate, Organizational Citizenship Behaviors and Organizational Performance. 2. Employees of various attributes (e.g. gender, age, job experience, job position, education, marriage, division) have shown significant difference in Organizational Culture, Perceptions of Organizational Politics, Organizational Climate, Organizational Citizenship Behaviors and Organizational Performance, work division is non-significant. 3. The mean figures of Market Orientation Culture, Influence Supervisor Behaviors and Perceptions of Coworkers and Clique Behaviors, self Behaviors, Altruism, Organizational public-profit behaviors and the Service Quality are higher than Internal Market Orientation Culture, Intercommunication Orientation, Management Manner and Organizational Commitment by using Descriptive statistics analysis. 4. Organizational Culture affecting Organizational Climate, Organizational Citizenship Behaviors, Perceptions of Organizational Politics and Organizational Performance were significant positively directly related. 5. Perceptions of Organizational Politics affecting Organizational Citizenship Behaviors was significant and positively directly related. 6. Organizational Climate and Organizational Citizenship Behaviors affecting Organizational Performance were significant and positively directly related. 7. Organizational Climate and Organizational Citizenship Behaviors are important mediate variables for the Organizational Culture regarding Organizational Performance. The above findings will be shared with tourism industries, relative scholars and used also for future relevant studies as well. |
