| Summary: | 碩士 === 中國文化大學 === 觀光事業研究所 === 93 === The Relationship between Job Standardization and
Service Behavior in Tourist Hotels.
Student: Chia-Jung Wu Advisor: Prof . Sheng- Hshiung Tsaur
Prof. Yih-Ming Hsieh
Chinese Culture University
ABSTRACT
This study empirically examines the relationship between job standardization and service behavior. The research problem of this paper is found in the existing literature. Furthermore, this study contained the Big Five model as a control variable to examine the effects on the influences of service behavior.
The data is composed of service contact-employees and is collected by 630 ques-tionnaires. Customer contact-employees were asked about their levels of job standardi-zation and service behavior. Of all samples, 32 different tourist hotels responded by re-turning at least one questionnaire from an employee (a total of 503 questionnaires); of these, 167 questionnaires were unusable because they were incomplete. Completed questionnaires were returned by 336 contact-employees (67% response rate).
Finally, the results indicate that job standardization is positively related to service behavior. In addition, the individuals with stronger conscientiousness trait is positively related to in-role service behavior, the individuals with stronger openness to experience trait and conscientiousness trait are positively related to extra-role service behavior.
Key words: job standardization、service behavior、the Big-Five model
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