Exploring the Relationships among Job Satisfaction, Professional Commitment and Service Recovery of Tour Managers

• Main Authors: Chia-chen Wang Chen, 王陳嘉真
• Other Authors: Chun-an Chen
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/04758034448198822760

碩士 === 南臺科技大學 === 休閒事業管理系 === 104 === The service trade continuously develops with the rise of economy in Taiwan, and the travel industry has stepped up in recent years. The rapid growth also causes sharp competition between industries. The travel industry should value effective organizational management and reduce service failures and strengthen service recovery as the critical issues to lead better human resource management performance. In addition, this current study started to probe into the job satisfaction, professional commitment and service recovery of tour managers in the travel industry. Data was collected from 234 licensed and trained tour managers from Ministry of Examination and registered from Tourism Bureau in Taiwan and analyzed using both correlation and hierarchical regression analysis. The results revealed that job satisfaction had significant effects on service recovery. In addition, professional commitment had significantly effect on service recovery. Additionally, professional commitment had partially effect as a mediator between job satisfaction and service recovery. Based on the findings, some managerial implications and suggestions for further research were proposed.