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研究生： 李愛情
Chuanporn Loychusak
論文名稱： 泰國飯店業員工組織公民行為之世代差異研究
Generational Differences in Organizational Citizenship Behavior among Hospitality Employees in Thailand
指導教授： 王貞雅
Wang, Chen-Ya
口試委員: 江成欣
Chian, Cheng-Hsin
邵靖惠
Shao, Jing-Huey
學位類別： 碩士
Master
系所名稱： 科技管理學院 - 國際專業管理碩士班
International Master of Business Administration(IMBA)
論文出版年： 2023
畢業學年度： 111
語文別： 英文
論文頁數： 45
中文關鍵詞： 組織公民行為 、飯店業 、世代差異 、工作態度
外文關鍵詞： organizational citizenship behavior, hospitality, generational differences, workplace attitudes
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    • 飯店業是泰國就業市場的重要貢獻者，泰國有很大一部分勞動力從事與旅遊相關的工作。了解該產業的工作態度和行為對於該產業與經濟體的整體成功至關重要。因此，探索飯店業的員工工作態度與表現，並建議提高工作滿意度和績效的方法，可對該產業的成功及泰國就業市場的整體健康產生積極影響。
    本文旨在探索泰國飯店業員工於組織導向的組織公民行為(OCB-O)、個人導向的組織公民行為（OCB-I）下的領導者-成員交換（LMX）、以及顧客導向的組織公民行為(OCB-C)等面向上，是否存在世代間的差異。本研究採用問卷收集泰國飯店業員工的觀點，研究結可為改善工作場所態度和行為提供策略，並從而提高泰國飯店業的整體成功。

    關鍵詞：組織公民行為、飯店業、世代差異、工作態度

    The hotel industry is a significant contributor to the job market in Thailand, with a significant portion of the workforce employed in tourism-related jobs. As such, understanding workplace attitudes and behaviors in this sector is crucial for the overall success of the industry and the economy as a whole. Thus, examining employee experiences in the hospitality industry and identifying ways to improve job satisfaction and performance could positively impact the industry's bottom line and the overall health of Thailand's job market.
    This research aims to investigate how generational differences could affect workplace attitudes and behaviors in the hotel business by studying through a view of organizational citizenship behavior toward organizations (OCB-O), leader-member exchange (LMX) under organizational citizenship behavior toward individuals (OCB-I), and organizational citizenship behavior toward customers (OCB-C) specifically focusing on hotel employees in Thailand. By exploring employees' work experiences and perspectives, the study seeks to understand the impact of attitudes and behaviors on the industry's overall business success. The research uses the survey method to gather data from hospitality employees in Thailand. The study results will contribute to a deeper understanding of workplace culture and the consequences on employee morale, job fulfillment, and performance. Ultimately, the research can inform strategies to improve workplace attitudes and behaviors, which could enhance the overall success of the hospitality industry in Thailand.

    Keywords: organizational citizenship behavior, hospitality, generational differences, workplace attitudes

    Table of content Abstract i Table of content iii List of Tables iv Chapter 1 Introduction 1 1.1 Research Background 1 1.2 Research purpose and questions 3 Chapter 2 Theoretical Background 5 2.1 Organizational citizenship behavior (OCB): Definition 5 2.2 A Three Models of OCB 6 2.2.2 Organizational Citizenship Behavior toward Individuals (OCB-I) 7 2.2.3 Organizational Citizenship Behavior toward Customers (OCB-C) 9 2.3 Generational Differences in Workplace: Definition 11 2.3.1 Baby Boomers 12 2.3.2 Generation X 13 2.3.3 Millennials (Generation Y) 14 2.3.4 Generation Z 15 2.3.5 Generational Difference in the hospitality industry 16 Chapter 3 Research Method 22 3.1 Research Question 22 3.2 Data collection and sample 22 3.3 Measurement 23 3.3.1. Variables about OCBs 23 3.3.2 Demographic and control variables 24 3.4 Data analysis 25 Chapter 4 Results and Discussion 26 4.1 Results and Findings 26 4.2 Discussion 29 4.3 Limitations and Directions for Future Study 32 4.4 Conclusions 33 References 34 Appendix A 40

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