The relationship between aesthetic sensitivity, healthy perfectionism, and service quality：The moderating effect of organizational aesthetics and cultural intelligence
碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 104 === Face the high competitive environment of globalization and aesthetic economy impact. The hotel industry needs to enhance its service quality through aesthetic changes. Among this, the employee plays an important role. Therefore, we want to explore what kind...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2016
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| Online Access: | http://ndltd.ncl.edu.tw/handle/899w8h |
| Summary: | 碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 104 === Face the high competitive environment of globalization and aesthetic economy impact. The hotel industry needs to enhance its service quality through aesthetic changes. Among this, the employee plays an important role. Therefore, we want to explore what kind of employees will enhance service quality. Base on the background, we choose aesthetic sensitivity and healthy perfectionism to investigate its effect on service quality. According to supplementary fit theory, we exam how organizational aesthetics and cultural intelligence moderate the relationship between aesthetic sensitivity , healthy perfectionism and service quality. These hypotheses were supported in an examination of the service quality of 296 frontline service providers and 60 supervisor as sampled from 63 hotels in Taiwan.
The study findings indicated:1.When aesthetic sensitivity and healthy perfectionism fit will enhance the service quality.2.When the hotel is high organizational aesthetics and the employee is high cultural intelligence will enhance their service quality.3.When the hotel is low organizational aesthetics and the employee is low cultural intelligence will decline their service quality.
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