The Relationships among the Employee Empowerment, Service Behavior and Service Quality in the Tourists Hotels

• Main Authors: Hsis-Mei Chang, 張心美
• Other Authors: Sheng-Hshiung Tsaur
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/44709985797830750435

碩士 === 中國文化大學 === 觀光事業研究所 === 89 === 　　The purpose of this study is to investigates the relationships among the employee empowerment, service behavior and service quality. First of all, we examine the casual relationships between employee empowerment and service quality. Then we examine the mediating effects of service behavior on the relationships of employee empower-ment and service quality. We also examine the moderating effects of service behavior on the relationships of employee empowerment and service quality. Therefore through the literature reviewing and the visit with of hotel operators, and then establishes the em-pirical model and hypotheses. The study employs the questionnaires to conduct an in-vestigation for international tourist hotels so as to collect information. Finally, the study uses statistic analysis to validate the casual relationship of the empirical model. 　　The result indicates that employee empowerment had a direct effect on service quality. Employee empowerment had a direct effect on service behavior. Service be-havior had a direct effect on service quality. Employee empowerment had both a direct effect on service quality and an indirect effect through service behavior. Service behav-ior did not moderate the relationship between employee empowerment and service quality. 　　Finally, the result suggests the tourist hotel operators could improve service quality from employee empowerment. Building empowerment environment and improves em-ployee self-determination and impact. That will positively effect service quality and in-direct positively effect service quality through service behavior.