| 摘要: | 旅館業泛屬服務業之一環，當員工對顧客進行服務傳遞時，勢必因身處第一線直接面對顧客而產生更大的壓力。過去的文獻指出，賦能應被視為可提供更優質服務與幫助員工迅速解決顧客要求的要點之一。相較於賦能此種激勵作法，文獻亦認為組織中的領導者更應審慎面對員工在職場上的負面反應。對員工而言，自我防衛態度的展現，即是對組織不滿的反射，而犬儒主義就是員工的防衛心態之ㄧ，亦最普遍存在於組織中。綜觀目前國內外相關研究，鮮有以心理賦能下之四個認知構面來驗證對組織犬儒主義的影響。雖然從事心理賦能之相關研究不少，但探討何種人口統計特性的員工對心理賦能認知程度的相關研究卻相對罕見。此外，本研究也發現以人口統計變項為自變數，探討其對組織犬儒主義是否有所差異的議題亦被忽略。 為填補上述之文獻缺口，本研究以問卷進行調查，樣本來源為全國二十家國際觀光旅館全職的從業人員，總計發出500份問卷，有效問卷為180份，有效問卷回收率為36%。統計分析採敘述性統計、信度分析、獨立樣本t檢定、單因子變異數分析、相關分析與多元迴歸分析來驗證各研究構面的影響關係。本研究發現：1.國際觀光旅館從業人員的個人變項對意義、自我效能、自我決策、影響力及心理賦能有顯著差異，但對於組織犬儒主義沒有顯著差異；2.意義對組織犬儒主義有顯著的負向影響關係。
The front-line employees in the service industry are referred to as boundary spanners because they operate at the organization’s boundary. The boundary-spanning role may create stress and conflict while individuals are undertaking their job. Thus, organizations may delegate or grant authority to boundary-spanning personnel in order to respond to customers’ requirements. However, empowerment is likely to be the best strategy for front-line employees to respond immediately and to satisfy unpredicted customer requirements. In addition, it builds up front-line employee’s self-confidence and greater trust and commitment with organisation and thus, leads to reduce individuals’ cynical toward the organisation. A growing number of studies have recently lamented that cynicism is growing phenomenon in organisational settings. The outcome of such negative attitude will have tendencies towards disparaging the organisation and its members and will have critical behavior. Although much attention has been devoted to understanding forms of cynicism develop in workplace and to relate them to affective outcomes. Relatively, little research has attempted to understand the relationship between demographics of employees and empowerment and relate them to organizational cynicism. This is focused on the use of four psychological empowerment dimensions (meaning, competence, self-determination and impact). To fill this gap, 500 questionnaires were sent out to 20 international and national hotels positioned in the upper market in Taiwan. A total of 180 questionnaires were valid. Means, descriptive statistics analysis, reliability analysis, t-test, one-way ANOVA, correlation analysis and mutiple regression analysis, are administered on the sample. The results indicated that different demographic variables have significant impact on meaning, competence, self-determination, impact, and psychological empowerment, but not organizational cynicism. Moreover, meaning was related negatively to organizational cynicism. |
