A Study of Organizational Climate, Work Attitude and Service Quality of Employees in the Five-Star Hotels － Empolyees’ Perception of Working Environment as a Moderator

• Main Authors: Liang,you-yu, 梁銪育
• Other Authors: Shun-Wang Hsu
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/p6cr6y

碩士 === 輔仁大學 === 餐旅管理學系碩士在職專班 === 103 === This research aimed to explore the relationships among five-star hotels employees’ organizational climate, work attitude, service quality and empolyees’ perception of working environment in Taiwan. Research samples were full-time employees who had worked more than six months in the five-star hotels in Taiwan. Questionnaire surveys with convenience sampling were applied for data collection. Five-hundred questionnaires were sent to employees. A total of 417 valid questionnaires were received from employees , representing a 83.4% response rate, Research results indicated that：(1) organizational climate has positive impact on work attitude dimensions including job involvement, and organizational commitment. (2) work attitude dimensions including job involvement and organizational commitment have a positive impact on service quality.(3) organizational climate has positive impact on service quality.(4)work attitude(including job involvement and organizational commitment) had mediated effect on the relationship between organizational climate and service quality.(5) empolyees’ perception of working environment had moderating effect on the relationship between work attitude to service quality, and between organizational commitment. to service quality.