Dissertations / Theses on the topic 'Front Line (Organization)'

Problem definition: In service organizations, front-line employees are considered to be the primary element when providing the organization’s services as they interact directly with customers and influence their perception of service quality. In other words, if the front-line employees are satisfied they will deliver the organization’s services in the best way which will directly lead to customer satisfaction. So it is worth studying how the service organizations use internal marketing tools towards their front-line employees in order to achieve their satisfaction.     Purpose of the Research: The purpose of this thesis is to describe and analyze the human resources practices aimed at front-line employee’s satisfaction that is related to internal marketing at SEB and to show how using the various methods implemented by SEB has took the organization to the position as of now.   Research Questions: How the Internal marketing elements are practiced by human resources at SEB bank in order to achieve front-line employee´s satisfaction?   Methods: In order to fulfil the purpose of dissertation the primary and secondary data has been analyzed based on the theoretical concepts. The theoretical concepts are based on academic data from books and scientific articles. The empirical data consists of both primary and secondary data. The primary data has been collected by conducting two interviews, one with the manager from human resource department at SEB and another with a front-line employee. The secondary data were collected from SEB’s webpage.    Conclusion: This study explores the potential effect the organization can have on the services due to the workings of the front-line employees. It can be concluded from the theoretical and empirical analysis that SEB’s management sees internal marketing practices (such as empowering, motivations and rewarding, job security and training) as a fundamental approaches to achieve their front-line employee’s satisfaction. SEB considers its employees as the most vital asset that can create and achieve its customer’s satisfaction, which has led to its immense growth.

The tourism industry dominates the Bahamian national economy. While seaport visitor arrivals continue to rise, stopover visitor arrivals continue to decline due to a recurring theme of negative front-line hotel staff attitudes. Eliminating negative staff attitudes toward stopover visitors is important for hoteliers, the government, and all stakeholders of the Bahamian tourism industry. Guided by servant leadership theory, the purpose of this research was to investigate the servant leadership dimensions that motivate Bahamian front-line hotel workers. This quantitative cross-sectional study involved the use of the Servant Leadership Survey (SLS) developed by Dierendonck and Nuijten. There were 8 specific servant leadership dimensions measured against 7 sociodemographic attributes to answer 2 research questions (RQ). A random sample of 646 front-line hotel workers participated in the study. For RQ1, independent t-tests and one-way analysis of variance produced significant results for the union, region, and department demographic groups. For RQ2, k-means cluster analysis generated a 2-cluster model with significant F-statistic value contributions across all 8 composite variables. Based on the final cluster centers, the 8 SLS composite variable average mean results equate to cautious support for the acceptance and application of servant leadership. The research findings may lead to positive social change by supporting the creation of a new leadership model in the Bahamian tourism industry that enables hoteliers to increase Bahamian front-line hotel workers' motivation and thereby decrease negative staff attitudes manifested in the workplace.

Organizational change initiatives in the United States frequently fail with estimated failure rates as high as 90%. Change failure rates resulting from underused and poorly trained front-line managers (FLMs) remained high, with no signs of improvement in the past 2 decades. The purpose of the correlational study, grounded in servant leadership theory, was to examine the relationship between employee perceptions of their FLM's servant leadership dimensions and employee affective commitment to change. A purposive, nonprobability sample of 107 employees of a U.S. manufacturing organization that had recently undergone organizational change completed a questionnaire for the study. Results of the multiple linear regression analysis were not significant, F(7, 107) = .714, p = .660, R2 = 0.045. Though results were not statistically significant, the beta weights for creating value for the community (β = .165) and behaving ethically (β = .168) indicated that creating value for the community and behaving ethically were potentially the most important variables in accounting for variance in the model. The beta weights for emotional healing (β = -.048) and conceptual skills (β = -.047) indicated that emotional healing and conceptual skills were potentially the least important variables in accounting for variance in the model. The findings may be of value to manufacturing leaders developing initiatives to improve change initiative success rates. Support for servant leadership during periods of organizational change has positive social change implications for employees. The practice of servant leadership reduces employee uncertainty and anxiety incurred during periods of change by resolving uncertainties and sustaining employee motivation for supporting organizational change.

The study investigates the role of front line managers in people management1 to explore how the way people are managed is expected to impact on employee attitudes and outcomes. Research on the link between HRM and organizational performance has overlooked the vital role of front line managers, however it is these managers who are increasingly charged with the enactment of many HR practices. This study seeks to address this gap through examining particularly how the employee attitudes seen in affective organizational commitment and job satisfaction are influenced by the front line managers’ leadership behavior, trustworthy behavior and by satisfaction with HR practices as they have a powerful impact on them. This paper draws on a case study based research which employs both quantitative and qualitative data analysis techniques. Data for this study was collected among 306 employees working in an Egyptian governmental entity. Data analysis and OLS regression showed that employees’ perceptions of front line managers’ leadership behavior, trustworthiness and satisfaction with HR practices have significant correlations with their affective organizational commitment and job satisfaction.

This qualitative exploratory single case study was completed to analyze the role of how middle managers evaluate coaching ability of front-line supervisors, address unsuccessful coaching, and learn how those determinants factor into the manager’s employment decision respective to retaining or hiring a front-line supervisor. The investigation occurred at a regional company in the Midwest of the United States that had previously attempted to enact a coaching culture program. Focus was placed on senior leaders and hiring/middle manager viewpoints and interviews were conducted with nine middle managers and three senior leaders. Additional data points included document analysis, direct observation, and expert testimony from a consultant who had worked with over 100 companies to implement a coaching culture. Data were analyzed through an eclectic two-phase coding system with emphasis upon hypothesis coding, word frequency, and thematic coding reassembly. Identified themes were then investigated through a lens of assertion development, and decision modeling. Five critical conclusions emerged and those findings aligned to how companies evaluate coaching ability and use those assessments in hiring decisions. Each of the five findings have a direct effect on the success of implementing a coaching culture. (1) Leaders should fully align on organizational coaching expectations, behaviors, and definitions. (2) Organizations need a robust coaching supervision program to evaluate current front-line supervisors. (3) Companies need to develop a comprehensive interviewing process to ascertain the coaching ability of potential candidates for the front-line supervisor role. (4) Leaders should also mitigate factors that inhibit coaching activity particularly emphasizing the importance of the coaching dyad. (5) Companies need to ensure the quality and consistency of coaching throughout the organization.

Abstract The purpose of this study was to examine the relationship of work stressors and perceived organizational support on front line nurse manager work engagement. A non-experimental descriptive, cross sectional design examined the relationship in a convenience sample of 97 front line nurse managers from the New York tri-state area and members of the American Organization of Nurse Executives. Instruments used to measure work engagement, work stressors and perceived organizational support, were: (1) the Utrecht Work Engagement Scale (UWES); (2) Challenge-Hindrance Stressor Scale and (3) Survey of Perceived Organizational Support (SPOS). Pearson's correlation and linear regression analyses indicated support for the relationship between all variables. There was a negative direct relationship between work engagement and work stressors and a positive significant relationship between perceived organizational support and work engagement. The conceptual framework of Kahn's work engagement and the Job Demands-Resources Model revealed that organizational support is needed to promote front line nurse manager work engagement. Work engagement, perceived organizational support and work stressors are professional environmental factors that impact the leadership and well-being of FLNM. These factors, properly promoted and implemented, lead to FLNM's success, retention and job performance.

Commercialization of medical research, and clinical trials in particular, has been the subject of scrutiny by policy makers and academics. However, little attention has focused on a more recent but now dominant actor: the contract research organization (CRO). Over the past twenty-five years, CROs have assumed much of academia’s role in the conduct and control of clinical trials, and are now the de facto face of industry sponsors for those working at investigative sites. This dissertation examines sites, their relationship with CROs, and the extent to which Canadians are protected by Canada’s clinical trials oversight framework. This dissertation includes both empirical and normative components. First, and based on an extensive review of industry and academic literature, I describe the lay of the land of clinical trials in Canada and set the regulatory and economic context. Second, a qualitative interview study explores the relatively unexamined interface between site and CRO to identify key areas of concern from the perspective of those working at the frontlines of Canadian clinical trials. This is based on 24 semi-structured interviews. Participants were recruited so as to provide a range of perspectives relevant to the practice realities at the frontlines and the challenges that arise in relation to site-CRO interactions. It includes participants working at sites, CROs, pharmaceutical companies and in consultancy roles with clients across these categories. Third, a critical legal and ethical analysis of the regulatory and policy frameworks governing clinical trials in Canada is undertaken to determine areas of weakness in light of the issues identified in the qualitative study. A number of shortcomings with Canada’s approach to clinical trial oversight in relation to both investigator and industry-initiated trials are identified. Key among these is an overreliance on sponsors for trial oversight, which raises different concerns in industry and investigator-initiated trials. These and other critical issues are explored and recommendations to address such concerns are made. This study supports the growing call for an evidence based approach to protecting human subjects in research and is particularly timely given the intense efforts currently underway to attract more industry funded clinical trials to Canada.

The number of service-oriented jobs has increased locally and nationally, and organizations are spending millions of dollars to train front-line employees to maintain customer satisfaction and compete in the service industry. Despite the financial investments of these training programs, little research has investigated the holistic effectiveness of customer-focused training (CFT) programs. Researchers found positive relationships between the constructs under investigation and reported that when CFT programs are delivered on a consistent basis with leadership support, they help build a service-oriented culture. The purpose of this case study was to investigate employee perceptions of CFT and relationships between performance, engagement, and building a service-oriented culture, where the questions were designed to address front-line employees in the transit system of Southeastern Pennsylvania. The conceptual framework for this study was by Service Quality, where the concepts for the framework support organizational culture and social exchange. The total number of participants was 36 with 27 for interviews and 9 for a focus group. The participants were selected using a purposeful sampling approach. The data were analyzed by coding for categories, themes, and patterns to reflect in-depth understanding and reporting of CFT among front-line employees. The participants felt that CFT programs were beneficial for them and could help improve customer service. Given these findings, similarly-situated employees may view training in a positive light and may be willing to engage in more training to improve customer service. Human resource personnel may be encouraged from the positive results of this study to develop and implement more training, which may help employees and leaders build a credible service-oriented culture.

La littérature consacrée à la sociologie et l’ergonomie du travail met en évidence le fait que la perte des solidarités et du soutien en entreprise est l’une des causes de la souffrance au travail (Linhart, 2009, 2017; Clot, 2010, 2015). Le salarié, isolé face à ses problèmes, est davantage confronté au stress. Une population en particulier a fait l’objet de plusieurs études faisant état de ces difficultés : les managers de proximité (Hales, 2005; Mintzberg, 2009; O’Donnell, Vesin et Perrier, 2011; Thévenet et Dejoux, 2015). Parallèlement, la littérature psychosociale s’intéresse au soutien social (interrelations positives et comportements aidants) et à ses effets bénéfiques sur la santé mentale (House, 1981; Karasek et al, 1990; Taylor, 2011; Soltis et al, 2013). Plus précisément, le soutien organisationnel, ou soutien formel apporté par la structure, génèrerait bien-être et implication (Rhoades et Eisenberger, 2002 ; Kurtessis et al, 2015). Voire, l’aide interpersonnelle à l’initiative de l’employeur générerait plus de satisfaction que les relations d’aide informelles (Parker et al, 2013). Cette littérature permet d’étayer deux constats. Premièrement, les mécanismes de soutien aux managers de proximité restent largement sous-explorés par la littérature académique. Deuxièmement, l’intervention de l’organisation, management et services RH en particulier peut constituer un levier managérial important. Ainsi, quels seraient les mécanismes de mobilisation d’aide par les managers de proximité, et quel rôle jouerait l’organisation dans la mise à disposition d’un soutien jugé satisfaisant ? Pour répondre, nous tenterons de comprendre les besoins de soutien des managers de proximité : les sources et ressources mobilisées, les formes et les effets du soutien apporté et l’adéquation de celui-ci avec leurs attentes. Réalisée dans une visée compréhensive et avec une approche interprétativiste, notre recherche repose sur une démarche participante, menée dans une société de courtage en assurances et se basant sur 24 entretiens avec des managers de proximité, analysés à l’aune des observations faites sur le terrain. Il ressort de nos observations que ce sont les conflits interpersonnels qui semblent le plus affecter les managers interrogés. En outre, ces conflits cachent des obstacles structurels qui s’opposent à une réalisation du travail conforme aux objectifs de qualité fixés et se déroulant dans de bonnes conditions pour les salariés. La mobilisation d’aide en entreprise peut encore être appréhendée avec méfiance par les managers de proximité, car la limite entre la demande d’aide et l’aveu d’incompétence est ténue. Pourtant, il semble que ce sont eux, le supérieur hiérarchique et le personnel RH en premier lieu, qui apportent les solutions tangibles et efficaces quand leur soutien est mobilisé. En ce qui concerne les pairs, bien que d’éventuelles relations de concurrence et de potentiels conflits d’intérêt limitent les échanges, ces derniers sont positivement appréhendés et même souhaités quand ils sont initiés dans un cadre permettant de s’extraire du tumulte du quotidien ; ce qui pose la question de l’efficacité potentielle d’un collectif de travail de managers de proximité. Notre recherche permet d’aboutir à des propositions managériales visant à créer un climat de soutien pour les managers de proximité en entreprise
La littérature consacrée à la sociologie et l’ergonomie du travail met en évidence le fait que la perte des solidarités et du soutien en entreprise est l’une des causes de la souffrance au travail (Linhart, 2009, 2017; Clot, 2010, 2015). Le salarié, isolé face à ses problèmes, est davantage confronté au stress. Une population en particulier a fait l’objet de plusieurs études faisant état de ces difficultés : les managers de proximité (Hales, 2005; Mintzberg, 2009; O’Donnell, Vesin et Perrier, 2011; Thévenet et Dejoux, 2015). Parallèlement, la littérature psychosociale s’intéresse au soutien social (interrelations positives et comportements aidants) et à ses effets bénéfiques sur la santé mentale (House, 1981; Karasek et al, 1990; Taylor, 2011; Soltis et al, 2013). Plus précisément, le soutien organisationnel, ou soutien formel apporté par la structure, génèrerait bien-être et implication (Rhoades et Eisenberger, 2002 ; Kurtessis et al, 2015). Voire, l’aide interpersonnelle à l’initiative de l’employeur générerait plus de satisfaction que les relations d’aide informelles (Parker et al, 2013). Cette littérature permet d’étayer deux constats. Premièrement, les mécanismes de soutien aux managers de proximité restent largement sous-explorés par la littérature académique. Deuxièmement, l’intervention de l’organisation, management et services RH en particulier peut constituer un levier managérial important. Ainsi, quels seraient les mécanismes de mobilisation d’aide par les managers de proximité, et quel rôle jouerait l’organisation dans la mise à disposition d’un soutien jugé satisfaisant ? Pour répondre, nous tenterons de comprendre les besoins de soutien des managers de proximité : les sources et ressources mobilisées, les formes et les effets du soutien apporté et l’adéquation de celui-ci avec leurs attentes. Réalisée dans une visée compréhensive et avec une approche interprétativiste, notre recherche repose sur une démarche participante, menée dans une société de courtage en assurances et se basant sur 24 entretiens avec des managers de proximité, analysés à l’aune des observations faites sur le terrain. Il ressort de nos observations que ce sont les conflits interpersonnels qui semblent le plus affecter les managers interrogés. En outre, ces conflits cachent des obstacles structurels qui s’opposent à une réalisation du travail conforme aux objectifs de qualité fixés et se déroulant dans de bonnes conditions pour les salariés. La mobilisation d’aide en entreprise peut encore être appréhendée avec méfiance par les managers de proximité, car la limite entre la demande d’aide et l’aveu d’incompétence est ténue. Pourtant, il semble que ce sont eux, le supérieur hiérarchique et le personnel RH en premier lieu, qui apportent les solutions tangibles et efficaces quand leur soutien est mobilisé. En ce qui concerne les pairs, bien que d’éventuelles relations de concurrence et de potentiels conflits d’intérêt limitent les échanges, ces derniers sont positivement appréhendés et même souhaités quand ils sont initiés dans un cadre permettant de s’extraire du tumulte du quotidien ; ce qui pose la question de l’efficacité potentielle d’un collectif de travail de managers de proximité. Notre recherche permet d’aboutir à des propositions managériales visant à créer un climat de soutien pour les managers de proximité en entreprise

碩士
國立中山大學
人力資源管理研究所
96
Take front-line ground staff of airline companies for example, the main topic of the study is to discuss the relationship among employment status(full-time & part-time),organization commitment, citizenship role identity and organizational citizenship behavior and the confounding effect of job security on the relationships among the above variables. We hope that airline companies can understand the relationship between job attitude and job behavior of employees of different employment status so that it can be the references for them to adopt flexible human resources strategies. The questionnaire survey was adopted for the study. The samples are the front-line ground staff of airline companies in Taoyuan international airport, including passenger agents and cargo agents and so on. There were total 360 questionnaires released, and 242 of them are valid samples, including 167 full-time employees and 75 part-time employees. Through statistics analysis, the main results of the study are： 1. Employment status has no positively correlations with organizational citizenship behavior and citizenship role identity but had positively correlations with continuance organization commitment. We think the main reason is that the benefit package of full time and part-time ground staff in airline companies is not different very much and part time ground employees have the chances to become full time. On the other hand, the flexible work schedule can satisfy part time employees’ other needs. So considering the job attitude and job behavior, full time and part time ground staff will not be very different. 2.Organization commitment has positively correlations with organizational citizenship behavior and will affect it in a positive way. The affective commitment has significant prediction on organizational citizenship behavior while continuance commitment has least prediction on it. 3. Citizenship role identity has positively correlations with organizational citizenship behavior and will affect it in a positive way. Employees with more organizationally-benefit citizenship role identity will be more likely to do organizationally-benefit citizenship behavior while employees with more individually-benefit citizenship role identity will be more likely to do individually-benefit citizenship behavior. 4. Job security has negative confounding effect on the relationship between employment status and citizenship role identity. We think that in a low job security situation, part-time ground staff will be with more citizenship role identity and do more organizational citizenship behavior in order to keep the job. Based on the above conclusions, this study offers some suggestions as the references for the airline companies. Key Words：Employment Status, Part-time, Organization Commitment, Citizenship Role identity, Organizational Citizenship Behavior, Job Security

碩士
南華大學
管理科學研究所
93
A customer call-center will be the best way to manage the enterprise and customer relation. In the process of servicing, the call-center is the connection to the enterprise and the customer, in other words, the service of the first line call-center people has become the key between the enterprise and the customer. This research was base on the first line call-center people of the customer call-center.And the the research adopted questionnaires to get the real answer. 　 　　The purposes of this research were to investigate,the differentia between individual characteristic and variables,relations among variabes,and the effects of varibles.It has adopted SPSS for Windows as the tool for statistical analysis. 　 According to this research results,the major conclusions of this study are as follows： 1. Individual characteristic is significantly related to Internal Marketing, Labor-management Relations, Organizational Commitment, Emotion Labor and Customer Oriented Behavior . 2. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Labor and Customer Oriented Behavior has significant correlation with each other. 3. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Laboor has significant effect in Customer Oriented Behavior for one canonical correlations. 4. Internal Marketing and Organizational Commitment had significant efect on the Customer Oriented Behavior. 5. Labor-management Relations and Organizational Commitment had significant intervening effect on the Customer Oriented Behavior. 6. Emotion Laboor had no significant effect on the Customer Oriented Behavior.

Understanding the wide range of outcomes achieved by firms trying to implement TQM and similar process improvement initiatives presents a challenge to management science and organization theory: a few firms reap sustained benefits from their programs, but most efforts fail and are abandoned. A defining feature of such techniques is the reliance on the front-line workforce to do the work of improvement, thus creating the possibility of agency problems; different incentives facing managers and workers. Specifically, successfully improving productivity can lead to lay-offs. The literature provides two opposing theories of how agency interacts with the ability of quality-oriented improvement techniques to dramaticlly increase productivity. The 'Drive Out Fear' school argues that firms must commit to job security, while the 'Drive In Fear' school emphasizes the positive role that insecurity plays in motivating change. In this study a contract theoretic model is developed to analyze the role of agency in process improvement. The main insight of the study is that there are two types of job security, internal and external, that have opposite impacts on the firm's abilty to implement improvement initiatives. The distinction is useful in explaining the results of different case studies and can reconcile the two change theories.
National Science Foundation, grant SBR-9422228, the Ford Motor Company and the Harley-Davidson Motor Company. MIT Sloan School of Management, Center for Innovation in Product Development

碩士
靜宜大學
觀光事業學系研究所
94
The purpose of this study is to understand emotional labor and organizational identification, and to investigate the relationship among the emotional labor and organizational identification. The subjects of this study are mainly front-line employees from restaurants within the International & Standard Tourist Hotels in Kaohsiung. Valid sample size is 236, and valid response rate of the total sample is 80%. The results are listed as follow: 1.In the emotional labor aspect, the degree of emotional effort is higher than the degree of emotional dissonance. 2.In the organizational identification aspect, the degree of membership is higher than the degree of similarity and loyalty. 3.There is significantly positive relationship between emotional labor and organizational identification. 4.There is significantly negative relationship between emotional labor and organizational identification. 5.Personal attribution ( only the seniority of hospitality industry ) has significantly influence on the whole emotional labor. 6.Some personal attributions ( age, marriage, the seniority of working for this restaurant, and the seniority of hospitality industry ) have significantly influence on the whole organizational identification.

碩士
國立雲林科技大學
應用外語系碩士班
99
This study is aimed at examining the effects of personality traits and organizational climate on job satisfaction as well as the relationship among personality traits, organizational climate and job satisfaction. A total of 295 valid samples were collected. Three questionnaires, i.e. Big Five Inventory, Psychological Climate and Minnesota Satisfaction Questionnaire, were administered to three types of participants in Taiwan: tellers, nurses, and clerks. Research analyses include descriptive statistics, correlation analysis and hierarchical regression. Major findings of this study are: (1) personality traits are related to job satisfaction; (2) organizational climate has a positive influence on individuals’ job satisfaction; (3) organizational climates- Supportive management, Role clarity- moderate the relationship between personality trait such as Extraversion and job satisfaction. The results should provide researchers and practitioners with important insights into the causes of job satisfaction. Managers may apply this knowledge to cultivate a congenial and amiable working environment for the purpose of promoting job satisfaction, thereby boosting satisfactory service and productivity.

博士
國立臺北大學
企業管理學系
88
This study is to discuss the relations between leadership style and organizational effectiveness, and deal with the different leading theories and effective model by a janusian measure from the view of competitive value approach. In addition, it is also trying to apply that in the chain stores in Taiwan, and make the empirical tests of theories and practicalities. The expectation of this study is to understand: 1.The important index of leading and effectiveness in basic organizations. 2.If the leading body in basic level have special tendency for leading behaviors and effective models. 3. How to find out the high effective leading styles in front line organization and the differences between different clusters. 4.Is the basic recognition of leading and effectiveness are different for leading body in basic and middle-high level of a company? Whether the testing result of Taiwan is accord with the theoretical framework of competitive value approach? According to the researching results of Ouinn & McGrath(1985), Quinn et al.(1990), and Cameron & Quinn(1999), we divided the leadership style into four types, which are: idealistic prime mover, rational achiever, existential team builder and empirical expert. The organizational effectiveness was also been divided into four models: open system, rational goal, human relations and internal process. Moreover, through personnel interview and experts meeting, we also developed a questionnaire form which is suitable for the chain stores industry in Taiwan. This study adopts two researching methods: qualitative and quantitative. The former including examination of theories, individual interview and focus group technique, and the latter is to use questionnaire and various statistic methods. The researching object is the basic stores of fast-food sectors, and the results indicated that the leading characters and stores’ effectiveness of leading body in basic level were different. Among them, both the leadership and effectiveness are obvious for inner control framework. The four leading styles all obviously effect different effective models, however, the differences between them are not very clear. The leading body in each stores can be divided into three groups, and all of them have different attributes. The self rating in Taiwan is different from other countries, in connection with the resent situation and performance, the others rating will be higher than self rating. At last, examined if the basic organization accord with the theoretical framework of competing value approach. The result is the same with the researches of foreign countries, and both leadership and effectiveness can conform to the framework of competitive value. It indicated that this theory could exactly explain the recent operational situation of the basic stores of chain stores in Taiwan, and it could also bring enterprises a new thinking direction and analytic method.

碩士
靜宜大學
觀光事業學系研究所
98
In many studies have confirmed that staffs’ turnover intention will be influenced by working attitude and organizational commitment, however, the influence of staffs’ work-life balance cognition is still a complete lack. Especialy when those students as a front line staff and a trainee in the hotel industry, how would their turnover intention be influenced? In this study, for this purpose, conducted a study to assess how turnover intention of students as a front line staff and a trainee in Taiwan hotel industry would be influenced by their work-life balance cognition. The subjects of this study is the students as front line staff in hotel industry to survey and use structural equation modeling to test the proposed hypothesis, the results show that: 1. The working attitude of front line staff in hotel industry will be positively affected by work-life balance. 2. The turnover intention of front line staff in hotel industry will be positively affected by work-life balance. 3. As a mediator variable between work-life balance and turnover intention, working attitude has a significant effect. As a conclusion, researcher suggests that hotel managers can implement the life care program for staff, improve front line employees’ work-life balance situation.

碩士
龍華科技大學
商學與管理研究所
101
This research focused on engineers of H company smart handheld company to discussed the correlation of organization identify and organizational citizenship behavior. 350 questionnaires were administered to randomly selected faculty﹐Among returned questionnaires﹐326 were valid with a 93.14% valid percentage. The data collected from questionnaire was analyzed by descriptive statistics、frequency distribution and reliability analysis. The result had shown that manufacturing department of H company is organized by a “group of engineers”﹐This paper emphasized on organization identity of H company engineer﹐When employee identify with the organization﹐the individual were more likely to develop positive connection to the organization and make decisions that are consistent with organization’s goal.

Referring to an employee as “the face” of an organization suggests that an individual worker’s actions may transmit information about the kind of organization they represent. Mascots in a baseball stadium make that metaphor material by wearing an organizationally prescribed mask and performing in the name of the organization (Keller & Richey, 2006; MacNeill, 2009). This study investigated how one baseball mascot, Spike of the Round Rock Express, embodied his team’s identity through the activation of organizational routines by analyzing video recordings, autoethnographic field notes, and stories (Heath & Luff, 2013). Recognizing the highly symbolic work of a mascot work has implications for the performer, audience members, and organizations who rely on mascots to enhance the stadium experience. Additionally, this research provides suggestions for future mascot performers on how they might come to “know your role and play it to the hilt” (Devantier & Turkington, 2006). Organizational routines combine three recursive dimensions: the ostensive, understandings an employee brings to his or her work, the performative, actions an employee takes while doing his or her work, and the artifactual, material objects an employee uses or creates in order to facilitate work tasks (Feldman & Pentland, 2003). This research begins with an exploration of how I developed occupational and organizational role expectations. In order to know my role, I had to learn Spike’s identity: what he must do, may do, and can do (Strauss, 1959; Enfield, 2011). I specifically recognize the ways I came to understand my role as someone who embodies the mission of the organization through the preparation of artifacts for performance and protection of the audience for whom I am performing. The performative dimension is explored by identifying instances when my performance challenged established understandings of Spike’s identity, specifically in instances where I was unprepared for a scenario or chose to protect one group’s interest over another’s. In these unanticipated moments, I often found myself turning other participants in the stadium event, like fans and coworkers, into co-performers and relied on their improvisational offerings to inform my ongoing performance (Eisenberg, 1990; Meyer, Frost, & Weick, 1998).
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碩士
中原大學
企業管理研究所
91
ABSTRACT To follow the change of the era, the development of the service industry has become the core essence for many countries’ economy. Our country has stridden to the service economical era for years, but service quality seems to be the most problem that customers complained about. In every aspect of the service quality, service attitude seems to be the worst part of it, even thou it is the solution to improve the quality of service. In which, the most important demand for service attitude based upon the improvements of the chain industries which contiguity with people. Since the attitude can easily affect to the way people criticize the service quality of chain industries. In the increasingly competitive service industry, consumers are aware of their right. But, generally speaking, the service attitude of front-line employees is still worse. Do the personal or organizational factors help the front-line employees provide good service attitude and what are the relationships between them? Consequently, the purpose of this research is to explore the relationships between the front-line employees’ personal characteristics, organizational characteristics and the service attitude. In the practical research, the study questionnaire the front-line employees of the chain industries in the northern Taiwan and have conclusions by the statistical analysis listed below: 1.Under the characteristics of front-line employees’ background, the job functions and the average monthly salaries of the official front-line employees significantly differ from the service attitude. Also, the age and seniority of the first-line employees have positive correlation with the service attitude. 2.There is a positive correlation between the service industry front-line employees’ personalities and the service attitude; that is the more service employees’ personalities an employee has, the better service attitude he/she will have. 3.There is a positive correlation between the organizational characteristics and the service attitude; it means that the front-line employees’ will have better service attitude on condition that they feel the company’s service- oriented culture, the leadership of the high-up and the good quality of work life. 4.On the whole, the personal characteristics of front-line employees and the organizational characteristics have significant predictions with service attitude. Keywords: Service Attitude；Personality；Organizational Culture；Quality of Work Life(QWL)；Leadership

碩士
輔仁大學
餐旅管理學系碩士班
101
In this study, the employees in the front office department of international tourist hotels in Taiwan were as the research subjects. It was to explore the relationship among emotional labor, job satisfaction, organizational citizenship behavior and the job characteristics. The questionnaire survey method was used to collect data through convenience sampling. The respondents of this study were the employees who have worked in the front office department of international tourist hotels over 3 months in Taiwan. There were 500 questionnaires distributed to the employees and 100 questionnaires to the directors, separately. Overall valid questionnaires and response rate from employees were 400 and 80%. Moreover, the questionnaires and response rate from directors were 81 and 81%. The results showed that seniority of employees of different lengths are significant differences in extra-role behavior. FO Employees in different departments there were significant differences on emotional labor. Sub-dimensions of job satisfaction and organizational citizenship behavior have a significant positive correlation. Job satisfaction has positive impact on organizational citizenship, and job satisfaction has positive impact on in-role and extra-role organizational citizenship behaviors. Job satisfaction has mediated emotional labor and organizational citizenship. Job satisfaction has mediated emotional labor and in-role organizational citizenship. Job satisfaction has mediated emotional labor and ex-role organizational citizenship. Job character moderates emotional labor and job satisfaction; job character moderates job satisfaction and organizational citizenship; job character moderates job satisfaction and in-role organizational citizenship.

碩士
靜宜大學
觀光事業學系
99
In the past study, service behavior can be distinguished from role-prescribed customer service behavior, extra-role customer service behavior and cooperation. The purpose of this study is to understand the relationship between organizational culture, personality traits and service behavior to clarify the organizational culture and personality traits influence the behavior. In this study, the principles of cluster sampling select "restaurant", "cafe", "hotel restaurant" classification categories as restaurants and purposive sampling “table service” of front-line employees of restaurant chain for more than 6 months. A total of 523 valid questionnaires were obtained from the survey. Descriptive analysis, factor analysis, multiple correlation analysis, multiple regression analysis, and hierachial regression analysis confirm the research hypothesis. The result indicated that services behavior of front-line employee can be distinguish from cooperation and extra-role customer service behavior. Frist, organizational culture and service behavior are positive correlation. Second, extraversion, agreeableness, emotional stability and openness to experience have positively impact on cooperation. Third, Extraversion, agreeableness, conscientiousness, emotional stability and openness to experience have positively impact on extra-role customer service behavior. Fourth, the moderate of organizational culture in clan, hierarchy and adhocracy to conscientiousness have positively affect cooperation. Fifth, the moderate of adhocracy culture to extraversion and emotional stability have positively affect extra-role customer service behavior. A full-time employee is better than part-time employees in the cooperation.

碩士
銘傳大學
管理研究所
93
In this study, a total of 408 questionnaire samples were collected from front-line service employees at international tourist hotels in Taiwan, using job characteristics, job satisfaction and organizational commitment as independent variables, and turnover intention as a dependent variable to probe into the relationship among job characteristics, job satisfaction, organizational commitment and turnover intention. Based on the results of this study, this research concludes by giving the following five suggestions for enterprises to reference: (1) pay attention to job design in order to raise the level of job performance, (2) recruit new employees to replace unsuitable ones, (3) respect employees’ organizational commitment, (4) praise employees at right time and right place to give them job satisfaction, and (5) respect employees’ demographic factor. This research suggests that enterprises make hotel front-line service employees understand what their jobs are all about and decrease employees’ job turnover using the suggestions mentioned above.

碩士
中國文化大學
觀光事業學系
105
Taiwan's tourism industry is flourishing. In 2015, the number of tourists exceeded 10 million. As the most indispensable aspect of traveling is accommodation, the number of hotels in Taiwan has been increasing rapidly. However, the hotel industry is characterized by excessive work stress, long working hours, and many unexpected situations. This industry also requires frequent employee training and learning to enhance their professional competencies. These reasons have led to high employee turnover due to excessive stress. In recent years, the employee turnover rate has continued to climb due to the characteristics of the industry itself and the increasingly unreasonable requirements of the customers. The accommodation and catering industry has the highest turnover rate of all services, up to 69.5%; this is especially true in five-star hotels. Therefore, it is very important for the employees to have emotional self-control. The main issues for the hotel industry include ensuring that employees feel good in the workplace so that they can provide excellent service to customers and helping them relieve work stress so that they are willing to remain at the hotel. Therefore, this study is focuses on the perspective of front-line employees in five-star hotels and explores the relationships among their emotional intelligence, emotional labor, and organizational commitment. This study also investigates whether their emotional problems can be relieved through the transformational leadership of their managers. This study used convenience sampling method for data collection. There were 400 questionnaires were distributed to the five-star hotel employees in Taipei, and 384 questionnaires were valid to use. The return rate as 96%. The results of this paper as following: (1)Emotional intelligence had negative affected with emotive dissonance; (2)Emotional intelligence had positively affected with emotive effort; (3)Emotional intelligence had positively affected with organizational commitment; (4)Emotive dissonance had negative affected with organizational commitment; (5)Emotive effort had positive affected with organizational commitment; (6)There is moderating effect of transformational leadership between Emotional intelligence and emotive dissonance; (7)There is moderating effect of transformational leadership between Emotional intelligence and emotive effort; (8)There is moderating effect of transformational leadership between Emotional intelligence and organizational commitment. Our study results may help five-star hotels place more emphasis on employees’ emotions and provide them with appropriate courses and measures, thereby enhancing the hotel's competitiveness.

碩士
國立高雄應用科技大學
人力資源發展系碩士班
95
Abstract This paper examines how emotional intelligence and internal marketing are associated with organization citizen behavior and customer service quality. Maintaining a high level of customer service quality is necessary for success, particularly for firms in service industries, but employees need to be motivated to provide it. Management can provide the motivation through the use of emotional intelligence and internal marketing. In this paper we examine internal marketing and organization citizen behavior that reward employees throughout factor analysis, regression analysis, SEM and ANOVA for achieving customer service quality and organization citizenship behavior. As following the relationship among Emotional intelligence, internal marketing, organization citizen behavior and customer service quality. 1. Emotional intelligence and internal marketing are positively significant related with customer service quality. 2. Emotional intelligence and internal marketing are positively significant related with organization citizen behavior. 3. Customer service quality will mediate the relationship of the emotional intelligence and internal marketing to organization citizen behavior. 4. Customer service quality has significant influence with organization citizen behavior. Maintaining a high level of customer service quality is necessary for success, particularly for firms in service industries, but employees need to be motivated to provide it. Customer service quality is important for all firms; in particular, firms in service industries, such as airlines industry, cannot remain competitive if they provide poor service This study used a sample of flight attendants and the front-line employees as the emotional workers to examine the role of internal marketing in the performance of organization citizen behavior and customer service quality and on the basis of the literature. Key words: emotional intelligence, internal marketing, organization citizen behavior (OCB), emotional worker (front-line employee)