国际观光旅馆宴会部大学工读生激励因素研究.doc

孫路弘朱惠玲 蔡文昶：國際觀光旅館宴會部大學工讀生激勵因素研究181國際觀光旅館宴會部大學工讀生激勵因素研究孫路弘1朱惠玲2 蔡文昶31東海大學餐旅管理學系副教授2東海大學餐旅管理學系助理教授3萊爾富國際有限公司（收件日期：96年5月28日；接受日期:96年9月3日）摘要餐飲業運用了大量的兼職人力，對於餐飲服務品質有著相當程度的影響。本研究應用Kovach所提出的工作激勵量表，以台中市國際觀光旅館宴會部大學工讀生為研究對象，企圖瞭解工讀生對激勵因素的認知。抽樣調查有效樣本數為144份。研究結果顯示，工讀生對十項工作激勵因素的重視程度偏高，但滿意度則為普通。從人口統計變數分析得知，不同的背景會影響對激勵因素的認知，顯示了對於不同的族群，應採用不同的激勵方式。本研究進而運用屬性滿意度矩陣對各激勵屬性重視與滿意程度進行評比，發現協助員工個人問題與晉升與成長的機會兩項為重要但不滿意的屬性，應立即加以改善以提昇工作士氣。關鍵詞：激勵、宴會部工讀生、國際觀光旅館What Motivates Part-time Banquet Employees of International Tourist HotelLou-Hon Sun, Kay H.Chu and Wen-Chang TsaiDepartment of Hospitality Management, Tung-hai University（Date Received: May 28, 2007; Date Accepted: September 3, 2007）AbstractThe international tourist hotel industry hires a large number of part-time employees who have a great influence on the quality of service provided. In order to understand the impact of Kovachs ten job-related factors, a research was conducted on a group of part-time employees in the hotel business. Information was gathered from the participants by means of a questionnaire. The sampling consisted of 144 part-time employees who were all college students and worked in the banquet department of the international hotels of Taichung city.Based on the results of the survey, it is clear that the part-time employees think that the ten job-related factors are very important, however they werent fully satisfied with them. From the differences in demographics we know that factors such as the employees sex, grade, and major lead to individuals having different opinions about the ten job-related factors. Therefore, managers need to use different motivational programs based on the individuals background. Finally a Customer Satisfaction Matrix was employed to point out the strengths and weaknesses of the of the mo