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、原文：Effects of disposition on hospitality employee job satisfaction and commitmentPaula SilvaDepartment of Management, California State University, Northridge,California, USAAbstractPurpose The main purpose of this paper is to investigate the relationship of job attitudes to personality traits in a h

2、ospitality setting.Design/methodology/approach The author uses a questionnaire at two hotel chains in the western US to ascertain the variables. Employees that are surveyed are all non-management personnel.Findings The author finds that job attitudes, specifically, organizational commitment and job

3、satisfaction are significantly related to the personality traits, the big five and locus of control.Research limitations/implications The number of hotel employees studied is 159. A larger sample size could increase the validity of the findings.Practical implications This paper encourages hotel mana

4、gement to consider the use of personality tests in the selection of hotel employees as the results suggest that certain traits are related to an employees job satisfaction and organizational commitment.Originality/value The paper is original in the sense that prior work has mainly focused on the emp

5、loyee job attitude in relation 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 of the employee.Keywords Job satisfaction, Hospitality

6、 management, Personality, Employee attitudesPaper type Research paperIntroductionEmployee 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, inadequate bene

7、fits, 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 related as low compensation would undoubtedly contribute to poor worker attitudes or mora

8、le.The study of the attitudes of these workers is certainly fruitful from an assessment point-of-view, since knowing why these workers 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 someo

9、nes attitudes about their work environment (i.e. the job, supervisors, coworkers) and related attitudes to one another (i.e. job satisfaction to organizational commitment) or turnover, absenteeism and various other behaviors (Firth et al., 2004; Dickter et al., 1996). What has not been studied exten

10、sively is the potential role of the individual characteristics on theirattitudes or how they feel about their organization. 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

11、 that would best fit into the hospitality industry. If so, are there specific traits that hospitality organizations should recruit for? This study hopes to respond to this question.The study of personality in the area of personnel selection is certainly not new. Plenty of studies shed light on perso

12、nality 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 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 pa

13、per proposes to study employees in the hospitality industry with the goal of linking personality traits to the employee attitudes, and thus making predictions on what traits the hospitality firms should be looking for in the recruitment of employees.Traditionally, the study of personality dimensions

14、 is to ascertain the individuals fit within an organization (Ferris and Judge, 1991). This study extends the research by correlating job satisfaction and organizational commitment with personality dimensions. It has been suggested that personality dimensions or ones disposition may mediate the effec

15、t of both job satisfaction and organizational commitment and ones intentions to quit (Firth et al., 2004). Further, ones disposition has been linked to job satisfaction (Heller et al., 2002) and organizational commitment (Abraham, 1997). The research here furthers the research in this area. This stu

16、dy also furthers theinvestigation of job satisfaction in that prior work did not seek to determine the relationship of the facets 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 th

17、e relationship between organizational commitment and the big five and locus of control.The study of these variables should help in human resource recruitment in the delineation of personality characteristics that predict higher commitment and satisfaction with the organization. This paper first iden

18、tifies 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 methodology is then discussed, followed by the interpretation of the findings and conclusion of this research.Research on job attitudesTh

19、e two attitudes of interest in this study are organizational commitment and job satisfaction. Research has found that both job satisfaction and organizational commitment are related to a persons intention to quit a job (Rahim and Psenicka, 1996; Morrison, 1997; Lum et al., 1998). Additionally, job s

20、atisfaction 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 have been researched extensively. First, organizational commitment is usually defined as the strength of ones identificatio

21、n and involvement with their respective organization (Mowday et al., 1979). Research shows that social involvement predicts organizational commitment where the more involved the individual, the more committed they are (DeCotiis and Summers, 1987). Other studies show that organizational commitment is

22、 related to a persons intention to leave and turnover (Shore and Martin, 1989; Tett and Meyer, 1993) as well as theoretically to job performance (Mowday et al., 1974). Essentially, committed individuals are expected to extend greater efforts on the job, having a direct impact on job performance.Rese

23、arch on organizational commitment has suggested that commitment consists of four factors: commitment to the organization, to top management, to immediate supervisors and to work groups (Becker, 1992). This suggests that ones commitment can vary in each of these factors thus arguing for a multi-facto

24、r model rather than a one-factor model. In this paper, a one-factor model of organizational commitment is used (see methodology). Research more relevant to this study shows that disposition is related to organizational commitment. Abraham (1997) shows that individuals with certain collective orienta

25、tions will be highly committed to their respective organization.Research on personality big five and locus of controlThe big five has been extensively studied in many settings, but limited in relation to job satisfaction and organizational commitment. The big five tests for five personality characte

26、ristics: extraversion, agreeableness, conscientiousness, 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 individuals sociability; agreeableness to ones cooperativeness

27、; conscientiousness to ones dependability; emotional stability to ones secureness; and intellectual to ones imagination.Research has shown that the big five is related to an individuals relationships with others in social settings (Buss, 1992). Further, other research on the big five has shown that

28、neuroticism, extraversion and conscientiousness to be related to career success (Judge et al., 1999). Neuroticism has also been found to be related to ones intention to remain in an organization (Morrison, 1997). The relationship to job performance is perhaps the most controversial research on the b

29、ig five. Some studies show that conscientiousness, agreeableness and extraversion were related to job performance (Tett et al., 1991), while meta-analyses has revealed that conscientiousness was the strongest predictor of job performance across all job groups (Hough et al., 1990; Barrick and Mount,

30、1991). More relevant to this work, a negative relationship has been found between neuroticism and job satisfaction (Buss, 1992). Neuroticism has also found to be significantly related to organizational commitment (Morrison, 1997). Specific research on personality in the hospitality industry has foun

31、d that job competence and job aspiration were positively related to enthusiasm and cheerful mood states. Further, these mood states were positively related to work satisfaction (Ross, 1995). The big five is one of the assessments that will be made in this study. Locus of control is another dispositi

32、on of interest that is expected to be related to job attitudes. Locus of control is a personality dimension that ascribes individuals as possessing an either internal or external locus of control. Internals are said to look at the world and the things that happen to them as within their control, whi

33、le on the other hand, externals are said to look at the world and the things that happen to them as a matter of luck or fate and thus beyond their control (Rotter, 1966). Research on locus of control shows that internals prefer a participative manager while external prefer a directive manager (Runyo

34、n, 1973). Other work shows that internals have a strong belief that outcomes in the organization, like rewards are under their control while externals have the opposite belief (Spector, 1982). Additionally, research more pertinent to this study, has shown that internals tend to have higher job satis

35、faction and organizational commitment than externals (Lim and Teo, 1998; Sujan, 1986). Thus it would be expected here that internals would have higher job satisfaction and organizational commitment.I propose that a study of personality would be fruitful to pinpoint dimensions that might predict the

36、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 interests. A priori, since this study is exploratory, the nature of the specific relationships among the facets of

37、job satisfaction and the big five, as well as the big five dimensions and organizational commitment are not predicted.H1. Job satisfaction and organizational commitment will be significantly related.H2. Organizational commitment will be significantly related to the big five andlocus of control.H3. J

38、ob satisfaction will be significantly related to the big five and locus of control.MethodologyA questionnaire was given to employees 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 em

39、ployees who filled out the survey for a total response 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 researcher would see the survey and we

40、re guaranteed complete anonymity. Respondents did not report any identifying information on the survey.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 years, and 75 percent of

41、the sample made $35,000 or less, and 25 percent, $36,000 and above.ConclusionLimitations of this study include common method variance as all the data collected came from one source. A larger sample size would also help in the robustness of the findings. Future studies could investigate employees in

42、several different settings to ensure generalizability. The causality of the relationship between job attitudes and personality traits was not studied here. Future work might also address this issue.While there has been a suggestion in the hospitality field to understand and develop competencies amon

43、g 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-Herrera et al., 2003). Given that certain personality traits are related to the individuals feeling about their jo

44、b and commitment to the organization necessitates the inclusion of personality tests in the selection of individuals within this field. Certainly this information can help in the recruitment of hospitality employees in narrowing the search for the ideal candidate. In an industry Job satisfaction and

45、 commitment whose employees report high turnover, intentions to quit, and low satisfaction with ones job and components of the job, the development of a profile of the “right” hospitality employee is warranted. The results of this study imply that conscientiousness, as one trait, may be part of the

46、candidates profile seen as desirable due to the effects on satisfaction and commitment not only shown in this study but in prior research as well.Source: Paula Silva “Effects of disposition on hospitality employee job satisfaction and commitment” Job satisfaction and commitment p317-318譯文：員工滿意度及組織承諾

47、對(duì)員工熱情好客程度的影響保拉，席爾瓦管理部美國加州州立大學(xué)北嶺分校 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。 設(shè)計(jì)/方法/方式-筆者采用問卷以確定的變量調(diào)查美國西部的兩個(gè)連鎖酒店。被調(diào)查的員工都是非管理人員。 發(fā)現(xiàn)-具體而言，筆者認(rèn)為，人格特質(zhì)與工作態(tài)度，組織忠誠度及工作滿意度顯著相關(guān)。 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。 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度有關(guān)。 獨(dú)創(chuàng)性或價(jià)值-本文是原始的，也就是說預(yù)先的工作主要集中于雇員工作態(tài)度與工作環(huán)境

48、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。 關(guān)鍵詞工作滿意度，酒店管理，人格，員工的態(tài)度 紙張類型研究報(bào)告介紹 員工離職一直是酒店業(yè)的大問題，因此需要對(duì)這個(gè)問題的產(chǎn)生原因展開調(diào)查。對(duì)這個(gè)問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)說有這些原因推測，低報(bào)償將無疑地造成惡劣的工作者態(tài)度或士氣。 對(duì)這些工作者的態(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

49、中精力固定問題的癥結(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）或營業(yè)額，曠工以及其他各種行為（弗斯等，2004;。Dickter等，1996）。那些還沒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得他們的組織。所以,確切地說,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，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)這一問題。 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

50、;邰蒂等人，1991年）。問題是我們還沒有很多一致的個(gè)性特征的預(yù)測工作性能,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)系起來的員工的態(tài)度，公司應(yīng)該了解招聘的員工的特質(zhì)，從而預(yù)測員工需要的待遇。 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)一步加強(qiáng)了在這之前的工作滿意度調(diào)查工作并沒有設(shè)法確定

51、的與人格方面的工作滿意度的關(guān)系（海勒等人，2002）。 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，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，通過對(duì)五大因素討論的研究，然后，討論方法，最后得出結(jié)果。工作態(tài)度的研究 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）。其他研究表明，理論上組織承諾關(guān)系到一個(gè)人的離開的意愿，營業(yè)額（Shore和馬丁，1989;邰蒂和Meyer，1993）以及工作業(yè)績（Mowday等人，1974年。）。從本質(zhì)上講，致力于個(gè)人態(tài)度研究