員工滿意度及組織承諾對(duì)員工熱情好客程度的影響【外文翻譯】

1、<p><b>　　原文：</b></p><p>　　Effects of disposition on hospitality employee job satisfaction and commitment</p><p>　　Paula Silva</p><p>　　Department of Management, Cal

2、ifornia State University, Northridge,</p><p>　　California, USA</p><p><b>　　Abstract</b></p><p>　　Purpose – The main purpose of this paper is to investigate the relations

3、hip of job attitudes to personality traits in a hospitality setting.</p><p>　　Design/methodology/approach – The author uses a questionnaire at two hotel chains in the western US to ascertain the variables. E

4、mployees that are surveyed are all non-management personnel.</p><p>　　Findings – The author finds that job attitudes, specifically, organizational commitment and job satisfaction are significantly related to

5、 the personality traits, the big five and locus of control.</p><p>　　Research limitations/implications – The number of hotel employees studied is 159. A larger sample size could increase the validity of the

6、findings.</p><p>　　Practical implications – This paper encourages hotel management to consider the use of personality tests in the selection of hotel employees as the results suggest that certain traits are

7、related to an employee’s job satisfaction and organizational commitment.</p><p>　　Originality/value – The paper is original in the sense that prior work has mainly focused on the employee job attitude in rel

8、ation to how the employee perceives the workplace. There have been limited investigations into the relationship between personality and job attitudes. This paper suggests that dispositions may play a role in the attitude

9、 of the employee.</p><p>　　Keywords Job satisfaction, Hospitality management, Personality, Employee attitudes</p><p>　　Paper type Research paper</p><p>　　Introduction</p><

10、;p>　　Employee turnover has been a large problem in the hospitality industry necessitating an investigation into the reasons for this turnover. Some of the reasons cited for this turnover are low compensation, inadequa

11、te benefits, poor working conditions, poor worker morale and job attitudes, and inadequate recruitment (Milman, 2002; Goymour, 2002; Hinkin and Tracey, 2000; Powell and Wood, 1999). All of these reasons are presumably re

12、lated as low compensation would undoubtedly contribute to poor worke</p><p>　　The study of the attitudes of these workers is certainly fruitful from an assessment point-of-view, since knowing why these worke

13、rs are unhappy can help the organization focus their efforts on fixing the root of the problem. Prior studies of workers attitudes have focused on the measures of someone’s attitudes about their work environment (i.e. th

14、e job, supervisors, coworkers) and related attitudes to one another (i.e. job satisfaction to organizational commitment) or turnover, absenteeism and v</p><p>　　attitudes or how they feel about their organiz

15、ation. So, specifically, does the characteristic or disposition of the individual influence the type of attitude they have about the organization? Therefore, is there a “right” person that would best fit into the hospita

16、lity industry. If so, are there specific traits that hospitality organizations should recruit for? This study hopes to respond to this question.</p><p>　　The study of personality in the area of personnel sel

17、ection is certainly not new. Plenty of studies shed light on personality traits in the hopes of finding the best measures that predict job performance (Barrick and Mount, 1991; Tett et al., 1991). The problem is that we

18、still do not have a lot of agreement on which personality traits predict job performance since there have been mixed findings in the area. This paper proposes to study employees in the hospitality industry with the goal

19、of link</p><p>　　Traditionally, the study of personality dimensions is to ascertain the individual’s fit within an organization (Ferris and Judge, 1991). This study extends the research by correlating job sa

20、tisfaction and organizational commitment with personality dimensions. It has been suggested that personality dimensions or one’s disposition may mediate the effect of both job satisfaction and organizational commitment a

21、nd one’s intentions to quit (Firth et al., 2004). Further, one’s disposition has been link</p><p>　　investigation of job satisfaction in that prior work did not seek to determine the relationship of the face

22、ts of job satisfaction with personality (Heller et al., 2002). The personality traits studied are the big five and locus of control. Additionally, this study investigates the relationship between organizational commitmen

23、t and the big five and locus of control.</p><p>　　The study of these variables should help in human resource recruitment in the delineation of personality characteristics that predict higher commitment and s

24、atisfaction with the organization. This paper first identifies the relevant research on organizational commitment and job satisfaction, followed by a discussion of the research on the big five and locus of control. The m

25、ethodology is then discussed, followed by the interpretation of the findings and conclusion of this research.</p><p>　　Research on job attitudes</p><p>　　The two attitudes of interest in this st

26、udy are organizational commitment and job satisfaction. Research has found that both job satisfaction and organizational commitment are related to a person’s intention to quit a job (Rahim and Psenicka, 1996; Morrison, 1

27、997; Lum et al., 1998). Additionally, job satisfaction and organizational commitment are interrelated as the more satisfied one is, the more committed they are (Firth et al., 2004). As mentioned earlier, these attitudes

28、have been researched</p><p>　　Research on organizational commitment has suggested that commitment consists of four factors: commitment to the organization, to top management, to immediate supervisors and to

29、work groups (Becker, 1992). This suggests that one’s commitment can vary in each of these factors thus arguing for a multi-factor model rather than a one-factor model. In this paper, a one-factor model of organizational

30、commitment is used (see methodology). Research more relevant to this study shows that disposition is re</p><p>　　Research on personality – big five and locus of control</p><p>　　The big five has

31、 been extensively studied in many settings, but limited in relation to job satisfaction and organizational commitment. The big five tests for five personality characteristics: extraversion, agreeableness, conscientiousne

32、ss, emotional stability (sometimes referred to as neuroticism), and intellect or imagination (sometimes referred to as openness) (Costa and McCrae, 1985). Extraversion is related to an individual’s sociability; agreeable

33、ness to one’s cooperativeness; conscientious</p><p>　　Research has shown that the big five is related to an individual’s relationships with others in social settings (Buss, 1992). Further, other research on

34、the big five has shown that neuroticism, extraversion and conscientiousness to be related to career success (Judge et al., 1999). Neuroticism has also been found to be related to one’s intention to remain in an organizat

35、ion (Morrison, 1997). The relationship to job performance is perhaps the most controversial research on the big five. Some stud</p><p>　　I propose that a study of personality would be fruitful to pinpoint di

36、mensions that might predict the employees’ disposition to be satisfied with their job and also commitment to their respective organization. What follows are hypotheses that predict relationships among the variables of in

37、terests. A priori, since this study is exploratory, the nature of the specific relationships among the facets of job satisfaction and the big five, as well as the big five dimensions and organizational commitme</p>

38、<p>　　H1. Job satisfaction and organizational commitment will be significantly related.</p><p>　　H2. Organizational commitment will be significantly related to the big five and</p><p>　　l

39、ocus of control.</p><p>　　H3. Job satisfaction will be significantly related to the big five and locus of control.</p><p>　　Methodology</p><p>　　A questionnaire was given to employe

40、es at two major hotel chains in the western US. The employees consisted of non-management personnel. There were 670 personnel at this organization, with a total of 159 employees who filled out the survey for a total resp

41、onse rate of 24 percent. Employees were told that the researcher was interested in how they felt about their work environment so that I could find out what could be done better. They were also told that only the research

42、er would see the survey </p><p>　　The resulting demographics of the sample were as follows: there were 73 men, and 86 women, the average age range was 31-40 years, the average time at job was three to four y

43、ears, and 75 percent of the sample made $35,000 or less, and 25 percent, $36,000 and above.</p><p>　　Conclusion</p><p>　　Limitations of this study include common method variance as all the data

44、collected came from one source. A larger sample size would also help in the robustness of the findings. Future studies could investigate employees in several different settings to ensure generalizability. The causality o

45、f the relationship between job attitudes and personality traits was not studied here. Future work might also address this issue.</p><p>　　While there has been a suggestion in the hospitality field to underst

46、and and develop competencies among these employees due to the problems in the accuracy of personality assessments, the conclusion here is that personality variables should not be overlooked among these employees (Chung-H

47、errera et al., 2003). Given that certain personality traits are related to the individuals feeling about their job and commitment to the organization necessitates the inclusion of personality tests in the select</p>

48、;<p>　　Source: Paula Silva “Effects of disposition on hospitality employee job satisfaction and commitment” Job satisfaction and commitment p317-318</p><p><b>　　譯文：</b></p><p>

49、;　　員工滿意度及組織承諾對(duì)員工熱情好客程度的影響</p><p>　　保拉，席爾瓦管理部美國(guó)加州州立大學(xué)北嶺分校</p><p>　　摘要目的 - 本文的主要目的是調(diào)查酒店員工工作態(tài)度與人格特質(zhì)的關(guān)系。</p><p>　　設(shè)計(jì)/方法/方式-筆者采用問(wèn)卷以確定的變量調(diào)查美國(guó)西部的兩個(gè)連鎖酒店。被調(diào)查的員工都是非管理人員。</p><p>　

50、　發(fā)現(xiàn)-具體而言，筆者認(rèn)為，人格特質(zhì)與工作態(tài)度，組織忠誠(chéng)度及工作滿意度顯著相關(guān)。</p><p>　　研究限制/啟示 – 研究的酒店員工人數(shù)是159位。一個(gè)更大的樣本量可提高結(jié)果的準(zhǔn)確性的。</p><p>　　實(shí)際影響-本文鼓勵(lì)酒店管理要考慮酒店員工的性格測(cè)試，使用結(jié)果表明，某些性格性狀都與員工的工作滿意度和組織忠誠(chéng)度有關(guān)。</p><p>　　獨(dú)創(chuàng)性或價(jià)值-本文

51、是原始的，也就是說(shuō)預(yù)先的工作主要集中于雇員工作態(tài)度與工作環(huán)境的影響，有被限制的對(duì)個(gè)性和工作態(tài)度之間的關(guān)系進(jìn)行調(diào)查。本文認(rèn)為：性格在雇員的態(tài)度中也許扮演一個(gè)角色。</p><p>　　關(guān)鍵詞工作滿意度，酒店管理，人格，員工的態(tài)度</p><p><b>　　紙張類型研究報(bào)告</b></p><p><b>　　介紹</b>&

52、lt;/p><p>　　員工離職一直是酒店業(yè)的大問(wèn)題，因此需要對(duì)這個(gè)問(wèn)題的產(chǎn)生原因展開(kāi)調(diào)查。對(duì)這個(gè)問(wèn)題列舉了一些原因是低報(bào)酬，福利不足，工作條件差，貧困工人的士氣和工作態(tài)度，以及招聘不足（米爾曼，2002; Goymour，2002; Hinkin和Tracey，2000;鮑威爾和伍德，1999年）。根據(jù)說(shuō)有這些原因推測(cè)，低報(bào)償將無(wú)疑地造成惡劣的工作者態(tài)度或士氣。</p><p>　　對(duì)這些工

53、作者的態(tài)度、觀點(diǎn)評(píng)估肯定是有成效的，因?yàn)橹罏槭裁催@些工人是不幸的能幫助組織集中精力固定問(wèn)題的癥結(jié)所在。在此之前工人的態(tài)度研究主要側(cè)重于他們的工作環(huán)境（即工作，主管，同事）和相關(guān)的彼此態(tài)度（即工作滿意度對(duì)組織承諾）或營(yíng)業(yè)額，曠工以及其他各種行為（弗斯等，2004;。Dickter等，1996）。那些還沒(méi)有人研究得很透徹的是潛在角色的個(gè)性,他們的態(tài)度和他們?nèi)绾斡X(jué)得他們的組織。所以,確切地說(shuō),個(gè)人的性格特征的態(tài)度對(duì)組織有什么樣的影響? 因此

54、，是否有一個(gè)“正確”的人，將最適合進(jìn)入酒店業(yè)。如果是這樣，如果是這樣,有專門(mén)的特點(diǎn),酒店是否要招聘他呢？本研究希望以應(yīng)對(duì)這一問(wèn)題。</p><p>　　人格在人事選拔方面的研究當(dāng)然不是新的。大量的研究能夠解釋人格特質(zhì),我們希望找到最好的（巴瑞克和山，1991;邰蒂等人，1991年）。問(wèn)題是我們還沒(méi)有很多一致的個(gè)性特征的預(yù)測(cè)工作性能,因?yàn)樵谠摰貐^(qū)很多是混合的。本文提出，研究酒店業(yè)與人格特質(zhì)聯(lián)系起來(lái)的員工的態(tài)度，公司

55、應(yīng)該了解招聘的員工的特質(zhì)，從而預(yù)測(cè)員工需要的待遇。</p><p>　　傳統(tǒng)上，人格維度研究，適合確定個(gè)人的內(nèi)部組織（摩天和判斷，1991年）。這項(xiàng)研究擴(kuò)展了工作滿意度和組織承諾與人格維度關(guān)系的研究。有人認(rèn)為，人格維度或一個(gè)人的性格都可以調(diào)解工作滿意度和組織承諾和自己的意愿的效果（弗斯等， 2004）。此外，一個(gè)人的性格一直與工作滿意度（海勒等人，2002）和組織承諾（亞伯拉罕，1997）相關(guān)。這項(xiàng)研究還進(jìn)一步加

56、強(qiáng)了在這之前的工作滿意度調(diào)查工作并沒(méi)有設(shè)法確定的與人格方面的工作滿意度的關(guān)系（海勒等人，2002）。</p><p>　　這些變量的研究應(yīng)該有助于在人力資源招聘中的個(gè)性特點(diǎn)預(yù)測(cè)，較高的承諾和對(duì)組織的滿意劃定。本文首先確定了對(duì)組織承諾與工作滿意度相關(guān)的研究，通過(guò)對(duì)五大因素討論的研究，然后，討論方法，最后得出結(jié)果。</p><p><b>　　工作態(tài)度的研究</b><

57、;/p><p>　　這項(xiàng)研究感興趣的兩種態(tài)度是組織承諾及工作滿意度。研究發(fā)現(xiàn)，工作滿意度和組織承諾與一個(gè)人的意圖辭去工作有很大的關(guān)系（拉希姆和Psenicka，1996年;莫里森，1997年;綏等，1998。）。此外，工作滿意度和組織承諾是相互關(guān)聯(lián)的，致力于它們能產(chǎn)生更大的滿意（弗斯等，2004）。如前所述，這些觀念已經(jīng)被廣泛研究。首先，組織承諾通常被定義為一個(gè)人的認(rèn)同和參與各自組織的力量（Mowday等人，1979

58、）。其他研究表明，理論上組織承諾關(guān)系到一個(gè)人的離開(kāi)的意愿，營(yíng)業(yè)額（Shore和馬丁，1989;邰蒂和Meyer，1993）以及工作業(yè)績(jī)（Mowday等人，1974年。）。從本質(zhì)上講，致力于個(gè)人態(tài)度研究可望擴(kuò)大員工在工作中加大力度，對(duì)工作績(jī)效有直接影響。</p><p>　　研究表明，員工對(duì)組織的承諾由四個(gè)因素組成：組織，高層領(lǐng)導(dǎo)，直屬領(lǐng)導(dǎo)和工作團(tuán)隊(duì)（貝克，1992）。因此，這建議其承諾可以通過(guò)這些因素的每個(gè)變化討

59、論一個(gè)多種因素的模型，而非一個(gè)因素。本文，我們使用的是單因素模型。</p><p>　　個(gè)性研究—大五與精神控制源</p><p>　　在許多場(chǎng)合中，大五人格模型已被廣泛研究，但相對(duì)于組織滿意度和組織承諾的研究卻有許多限制。大五人格測(cè)驗(yàn)包括五個(gè)特征：外向性，宜人性，責(zé)任心，情緒穩(wěn)定性（有時(shí)稱為神經(jīng)質(zhì)），智力或想象力（有時(shí)稱為開(kāi)放性）（科斯塔和麥克雷，1985）。外向性是有關(guān)個(gè)人的社交能力的

60、研究；宜人性是一個(gè)人的可靠性與合作性；情緒穩(wěn)定是一個(gè)人情緒的安全穩(wěn)定性；和一個(gè)人的想象力。</p><p>　　研究表明，大五人格模型是有關(guān)個(gè)人與他人，個(gè)人與社會(huì)環(huán)境的關(guān)系研究（巴斯，1992）。在五大模型以外，其他研究已經(jīng)表明，神經(jīng)質(zhì)，外向性和自覺(jué)性與事業(yè)成功有關(guān)（加爵等人，1999）。神經(jīng)質(zhì)也被認(rèn)為是否關(guān)系到一個(gè)人愿意留在該組織（莫里森，1997）。研究人格個(gè)性與工作績(jī)效的關(guān)系，也許是對(duì)五大最具爭(zhēng)議性的研究。

61、一些研究表明，責(zé)任感，宜人性和外向性與工作業(yè)績(jī)有關(guān)（邰蒂等人，1991），而縱觀所有的工作組，薈萃分析顯示，責(zé)任心是最明顯的工作表現(xiàn)預(yù)測(cè)器（霍夫等人，1990；巴里森和孟達(dá)等人，1991）。更多的有關(guān)這項(xiàng)研究工作中，已發(fā)現(xiàn)神經(jīng)質(zhì)與工作滿意度之間有負(fù)相關(guān)關(guān)系（巴斯，1992）。神經(jīng)質(zhì)還被發(fā)現(xiàn)與組織承諾顯著相關(guān)（莫里森，1997）。在餐飲業(yè)的員工個(gè)性研究中發(fā)現(xiàn)，熱情與愉快的狀態(tài)與工作能力和工作愿望呈正相關(guān)的關(guān)系。此外，這些心情狀態(tài)肯定與工作

62、滿意有關(guān)（羅斯，1995）。</p><p>　　大五人格模型分析在這項(xiàng)研究中將被作為其中一個(gè)評(píng)估模型。心理控制源是預(yù)計(jì)與工作態(tài)度有關(guān)的另一種性格。心理控制源是一種人格維度，歸咎于個(gè)體擁有內(nèi)褲控制權(quán)與外部軌跡。內(nèi)部控制說(shuō)，傾向于把行為結(jié)果歸因于自己的內(nèi)部因素，傾向于外部控制點(diǎn)的人，則會(huì)把行為結(jié)果歸因于外部壓力（羅特，1966）。研究顯示，內(nèi)部控制點(diǎn)喜歡參與管理而外部控制點(diǎn)則喜歡指導(dǎo)管理（魯尼恩，1973）。其他工

63、作表明，內(nèi)部控制信仰一個(gè)強(qiáng)大的組織，就像結(jié)果回報(bào)是在他們的控制之下一樣，而外部控制則有相反的信仰（斯佩克特，1982）。此外，更有針對(duì)性的研究表明，內(nèi)部控制比外部控制往往有較高的工作滿意度（林蒙和泰奧，1998；蘇建，1986）。因此，可以預(yù)計(jì)，內(nèi)部比外部有較高的組織滿意度。</p><p>　　我認(rèn)為，個(gè)性的研究對(duì)研究員工是否滿意自己的工作或組織是富有成效的。以下是假設(shè)的變量之間的關(guān)系,并預(yù)測(cè)員工的興趣愛(ài)好。實(shí)

64、行事前實(shí)驗(yàn)，是因?yàn)檫@項(xiàng)研究是試探性的，工作滿意度與五大人格的特定關(guān)系，以及五大維度與組織承諾的關(guān)系是無(wú)法預(yù)測(cè)的。</p><p>　　工作滿意度和組織承諾將顯著相關(guān)。</p><p>　　組織承諾和五大人格及心理控制源顯著相關(guān)。</p><p>　　工作滿意度和五大人格及心理控制源將顯著相關(guān)。</p><p><b>　　方法<

65、;/b></p><p>　　給予員工的問(wèn)卷調(diào)查中包括兩個(gè)美國(guó)西部主要的連鎖酒店。這兩個(gè)酒店包括非管理人員一共670人，其中24%的員工共159人的人參與了調(diào)查。員工告訴調(diào)查人員，他們最感興趣的是工作環(huán)境。另外他們告訴研究人員，希望確保調(diào)查完全匿名，沒(méi)有任何可識(shí)別信息。</p><p>　　對(duì)員工的統(tǒng)計(jì)如下：共73名男性，86名婦女，平均年齡范圍為31-40歲，平均工作年限是3-4年

66、，75%的員工年薪不到3.5萬(wàn)美元，25%的員工超過(guò)3.6萬(wàn)美元。</p><p><b>　　討論</b></p><p>　　這里的研究證實(shí)了組織承諾與工作滿意度的關(guān)系。顯然，忠誠(chéng)的員工往往是滿意的員工，反之亦然。在酒店業(yè)雇員也不例外。</p><p>　　這項(xiàng)研究還發(fā)現(xiàn)，與工作滿意度相關(guān)的內(nèi)部和外部影響因素確實(shí)會(huì)影響對(duì)這項(xiàng)工作的態(tài)度。這一

67、調(diào)查結(jié)果與以前的工作時(shí)期預(yù)測(cè)一致，影響工作滿意度的內(nèi)部因素比外部因素更</p><p><b>　　令人感到滿意。</b></p><p><b>　　結(jié)論</b></p><p>　　這項(xiàng)研究的局限包括共同方法的變化，因?yàn)樗袛?shù)據(jù)都來(lái)自一個(gè)來(lái)源。一個(gè)更大的樣本量也將有助于調(diào)查結(jié)果的可靠性。未來(lái)的研究可以在幾個(gè)不同的場(chǎng)所進(jìn)