休閒暨觀光產業研究 第三卷 第一期 111-134 頁 民國九十七年四月 Journal of Leisure and Tourism Industry Research, April. 2008, Vol.3, No. 1,111-134 ISSN : 1992-5565 111 我國觀光餐旅業組織公民行為研究之回顧與前瞻 Studies on organizational citizenship behavior in the tourism and hospitality industry in Taiwan 蔡振蒼 * Chen-Tsang (Simon) Tsai 摘要 企業組織最珍貴的創新和競爭資源即為那些超越資本、技術之有形或有價資 產的人力資源。強調人力密集化、服務專業化的觀光餐旅業若欲保持良好的服務 品質,除了產品之外,亦取決於員工所呈現的服務表現與態度,故經營的成敗與 否操之在員工。與顧客有直接接觸的第一線服務人員,應該具備有助於組織或他 人的角色外之組織公民行為,才能提昇組織效能的目標。此外,國外針對組織公 民行為(organizational citizenship behavior) 相關議題的學術研究如雨後春筍般遞 增,反觀國內探討此議題的研究是從 1992 年開始,而針對觀光餐旅業組織公民行 為的研究卻是在 2000 年之後才被提及與重視,故觀光餐旅業組織公民行為的相關 議題之研究仍有很大的成長空間。本研究旨在回顧過去以觀光餐旅業組織公民行 為的相關研究論著,並以內容分析法評析近十五年來(1991~2006 年)國內博碩士學 位論文與觀光管理類學術期刊,析論組織公民行為研究在各種研究典範之應用與 側重面向,希冀能夠提供觀光餐旅業管理者未來從事人力資源管理之新思維。因 此,本研究之研究目的有二:(1)檢視近十五年來觀光餐旅業組織公民行為研究的 內涵與發展趨勢;(2)提出未來組織公民行為在觀光餐旅業之研究方向與內涵。 關鍵詞:觀光餐旅、組織公民行為、內容分析法 Abstract For the enterprise, the most precious resources of innovation and competition are the valuable human resources that surpass the capital and technology. If hospitality and tourism industries which are labor intensive and highlight professional service desired to maintain good service quality, except for the products, it was decided by staffs’ service performance and attitude. Whether the business was successful or not depended on the staffs, so the frontline employees should possess the characteristics of extra-role behaviors which are helpful to the organization or colleagues to raise the goal and efficiency of the organization. The researches worldwide focused on organizational * 國立臺灣師範大學人類發展與家庭學系餐旅管理與教育組博士生 Doctoral student, division of hospitality management and education, department of human development and family studies, National Taiwan Normal University.
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休閒暨觀光產業研究 第三卷 第一期 111-134 頁 民國九十七年四月Journal of Leisure and Tourism Industry Research, April. 2008, Vol.3, No. 1,111-134 ISSN:1992-5565
111
我國觀光餐旅業組織公民行為研究之回顧與前瞻
Studies on organizational citizenship behavior in the tourism andhospitality industry in Taiwan
AbstractFor the enterprise, the most precious resources of innovation and competition are
the valuable human resources that surpass the capital and technology. If hospitality andtourism industries which are labor intensive and highlight professional service desiredto maintain good service quality, except for the products, it was decided by staffs’service performance and attitude. Whether the business was successful or not dependedon the staffs, so the frontline employees should possess the characteristics of extra-rolebehaviors which are helpful to the organization or colleagues to raise the goal andefficiency of the organization. The researches worldwide focused on organizational
*國立臺灣師範大學人類發展與家庭學系餐旅管理與教育組博士生
Doctoral student, division of hospitality management and education, department of human developmentand family studies, National Taiwan Normal University.
休閒暨觀光產業研究 第三卷 第一期 111-134 頁 民國九十七年四月Journal of Leisure and Tourism Industry Research, April. 2008, Vol.3, No. 1,111-134 ISSN:1992-5565
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citizenship behaviors (OCBs) had grown up rapidly for a long time, on the contrary, theresearches exploring this issue had just begun since 1992 in Taiwan. And, for this issueon tourism and hospitality industry, it was discussed and valued in 2000. Therefore, therelevant researches on OCBs still spare much room to be explored. In this study, contentanalysis was mainly utilized to review academic researches and master and doctoraldegree theses for the past fifteen years (1991-2006). Furthermore, to analyze andappreciate the research paradigm which was applied and emphasized in OCBsresearches. Hopefully, it can provide new insight of human resource management fortourism and hospitality industry. The major purposes of this study are twofold: (1) toexamine the connotation and the developing trend of OCBs researches of tourism andhospitality industry in the past fifteen years; (2) to provide future research directions ofOCBs of tourism and hospitality industry.
Key words: tourism and hospitality, organizational citizenship behavior, contentanalysis.
Bateman and Organ(1983)與 Smith, Organ, and Near(1983)等人首次正式提出OCBs 一詞,並定義其為組織內成員可自行決定之行為,在組織中並無正式的契約規範,並且不在正式獎酬系統之範圍中,即使缺乏該行為也不會被懲罰,整體而言是有利於發揮組織功效。Brief and Motowidlo(1986)則強調 OCBs 的不同對象,對組織效能的影響亦有所不同,例如有些行為較強調協助工作團體或同事,或對組織整體的利益有關。然而,Organ(1988, 1990a, 1990b)認為角色內行為(in-role)與角色外行為(extra-role)之準則常受個人主觀性的判斷,故進一步以社會交換理論(social exchange)的觀點解釋 OCBs,即在未被組織所制定的正式角色之義務或未受合約與賞罰規範的情況下,員工主動地表現出某些本份以外的行為,並有助於組織效能與效率的提昇。
學者 Williams and Anderson 於 1991 年提出組織導向和個人導向的 OCBs,前者係指員工為組織利益努力而表現出的行為,後者係指在工作上,員工願意主動協助與關心他人或同事,藉由對他人工作上的協助間接地使組織獲利之行為。而Graham(1991)則以政治學的城市公民資格理論為基礎,重新釋義 OCBs,將城市公
休閒暨觀光產業研究 第三卷 第一期 111-134 頁 民國九十七年四月Journal of Leisure and Tourism Industry Research, April. 2008, Vol.3, No. 1,111-134 ISSN:1992-5565
休閒暨觀光產業研究 第三卷 第一期 111-134 頁 民國九十七年四月Journal of Leisure and Tourism Industry Research, April. 2008, Vol.3, No. 1,111-134 ISSN:1992-5565
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工特徵、自我效能等)、組織行為特性(如組織承諾、組織公平、組織文化等)、工作特性(如工作滿意、工作績效、工作動機等)、領導行為與風格(如轉換型領導、交易型領導、領導信任等)等觀點,此與 Podsakoff et al. (2000)所歸納之影響組織公民行為之前因變項類型有異取同工之處。但國外的研究角度多將組織公民行為視為依變項,反觀我國亦有研究探討其中介關係,故影響組織公民行為之前因後果關係尚有哪些情形?此有待進一步釐清。
休閒暨觀光產業研究 第三卷 第一期 111-134 頁 民國九十七年四月Journal of Leisure and Tourism Industry Research, April. 2008, Vol.3, No. 1,111-134 ISSN:1992-5565
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