Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei

碩士 === 佛光人文社會學院 === 管理學研究所 === 94 === The hospitality industry in Taipei has been troubled with high turnover problems. In addition, the intangible costs of turnover may result in loss of customers, quality of products and services. However the service orientation program will enhance the competitiv...

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Main Authors: Han-Chih Chang, 張瀚之
Other Authors: Lung-Tan Lu
Format: Others
Language:zh-TW
Published: 2006
Online Access:http://ndltd.ncl.edu.tw/handle/90937356988736602570
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spelling ndltd-TW-094FGU005830142015-10-13T10:34:47Z http://ndltd.ncl.edu.tw/handle/90937356988736602570 Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei 服務導向對工作滿足、組織承諾與離職傾向影響之研究─以國際觀光旅館為例 Han-Chih Chang 張瀚之 碩士 佛光人文社會學院 管理學研究所 94 The hospitality industry in Taipei has been troubled with high turnover problems. In addition, the intangible costs of turnover may result in loss of customers, quality of products and services. However the service orientation program will enhance the competitive position of the service enterprise. Service-oriented service providers will meet the expectations of their guests and ensure customer retention and repeat patronage. Service orientation at the organizational level influences the level of the employee's job satisfaction, organizational commitment, service image, and business performance. The purpose of this study is to examine the effect of service orientation on job Satisfaction, organizational commitment, and intention of leaving. Based on the research presented in the literature review, a service orientation model is developed. The model postulates the relationship between three components of service orientation (organizational support, customer focus, and service under pressure) and consequences of service orientation (job satisfaction, organizational commitment, and intention of leaving). The subjects of this study are employees of the international tourist hotels in Taipei. The data gathered were analyzed by structural equations modeling (SEM). The empirical results show that customer focus and organizational support were positively associated with employees’ job satisfaction and organizational commitment, and job satisfaction and organizational commitment were negatively associated with their intention of leaving. On the other hand, there is an indirect effect between service orientation and intention of leaving through job satisfaction and organizational commitment. Lung-Tan Lu 呂龍潭 2006 學位論文 ; thesis 67 zh-TW
collection NDLTD
language zh-TW
format Others
sources NDLTD
description 碩士 === 佛光人文社會學院 === 管理學研究所 === 94 === The hospitality industry in Taipei has been troubled with high turnover problems. In addition, the intangible costs of turnover may result in loss of customers, quality of products and services. However the service orientation program will enhance the competitive position of the service enterprise. Service-oriented service providers will meet the expectations of their guests and ensure customer retention and repeat patronage. Service orientation at the organizational level influences the level of the employee's job satisfaction, organizational commitment, service image, and business performance. The purpose of this study is to examine the effect of service orientation on job Satisfaction, organizational commitment, and intention of leaving. Based on the research presented in the literature review, a service orientation model is developed. The model postulates the relationship between three components of service orientation (organizational support, customer focus, and service under pressure) and consequences of service orientation (job satisfaction, organizational commitment, and intention of leaving). The subjects of this study are employees of the international tourist hotels in Taipei. The data gathered were analyzed by structural equations modeling (SEM). The empirical results show that customer focus and organizational support were positively associated with employees’ job satisfaction and organizational commitment, and job satisfaction and organizational commitment were negatively associated with their intention of leaving. On the other hand, there is an indirect effect between service orientation and intention of leaving through job satisfaction and organizational commitment.
author2 Lung-Tan Lu
author_facet Lung-Tan Lu
Han-Chih Chang
張瀚之
author Han-Chih Chang
張瀚之
spellingShingle Han-Chih Chang
張瀚之
Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei
author_sort Han-Chih Chang
title Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei
title_short Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei
title_full Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei
title_fullStr Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei
title_full_unstemmed Effect of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving---An Empirical Study of the International Tourist Hotels in Taipei
title_sort effect of service orientation on job satisfaction, organizational commitment, and intention of leaving---an empirical study of the international tourist hotels in taipei
publishDate 2006
url http://ndltd.ncl.edu.tw/handle/90937356988736602570
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