The Relationships among Personal Traits, Psychosocial Empowerment and Service Orientation for Contact Employee in the Food and Beverage Industry

• Main Authors: Yen Chia-Dai, 嚴佳代
• Other Authors: Yih-Ming Hsieh
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/93465008079625220459

碩士 === 中國文化大學 === 觀光事業研究所 === 93 === Take a comprehensive view of the biggest problem in the food and beverage industry is the turnover rate always high. If a company can select the appropriate employee will be one of the key points while recruitment. Fromm and Schlesinger (1993) claim that personal traits will be the important factors while selection in the service industry. Spreitzer (1995) claim that psychosocial empowerment is the authorization that the employee felt, and psychosocial empowerment is helpful for innovation, decision making , results of learning, interest in activities and reaction while meeting difficulties. Shamir, House and Arthur (1993) also consider that empowerment will promote employee’s ego efficiency, increasing employee's self-respect and promote employee’s ego value. Hence this research want to investigate the relationship between personal traits, psychosocial empowerment and service orientation in the food and beverage industry. And make a suggestion for the food and beverage industry operators while selecting and drawing up the company policy. This research adopts the questionnaire survey; the range of research is the food and beverage industry in Taiwan. The questionnaire contents design for contact employee to carry on personal traits index, psychosocial empowerment index and service orientation index to measure employee’s personal traits, psychosocial empowerment and service orientation. Research find out that the turnover rate in the food and beverage industry is very high. And food and beverage industry employee’ age, gender, marriage, past service, title and internal-external locus of control have significant difference for service orientation, but the education variable has not significant difference. Second, psychosocial empowerment has positive relationship with service orientation. Third, the internal-external locus of control has a part of moderating between psychosocial empowerment and service orientation.