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

• 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

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.