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題名:零售業員工的人格特質與工作生活品質對組織承諾、工作投入、服務態度與工作績效的影響之研究
作者:陳孟修 引用關係
作者(外文):Meng-Shiou Chen
校院名稱:國立中山大學
系所名稱:企業管理學系
指導教授:盧淵源
學位類別:博士
出版日期:1999
主題關鍵詞:人格特質工作生活品質組織承諾工作投入服務態度工作績效PersonalityQWLOrganizational CommitmentJob InvolvementService AttitudeJob Performance
原始連結:連回原系統網址new window
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由於時代的進步,零售業在台灣地區的發展非常迅速,包括百貨公司、大型量販店和連鎖便利商店正如雨後春筍般的在台灣的各個角落成立,和一般民眾的日常生活息息相關,成為不可或缺的一環。因此,零售業提供完善的服務,滿足消費者的需求,就變成相當重要的課題。但是,從過去的研究顯示,必須先滿足企業本身的員工的需求,才能激勵員工的工作態度,進而滿足消費者的需求。
因此,本研究主要的目的,在探討零售業第一線員工的個人基本資料、人格特質與工作生活品質對組織承諾、工作投入、服務態度與工作績效的影響。
從本研究的分析,可以得知下列變項間的關係:
1.型A的人格特質的員工,會有較高的工作生活品質知覺、較高的工作投入、較高的組織承諾、較佳的服務態度和較高的工作績效。
2.較高工作生活品質知覺的員工,會有較高的組織承諾、較高的工作投入、較佳的服務態度和較高的工作績效。
3.較高的組織承諾的員工,會有較高的工作投入,但是組織承諾對工作績效並沒有顯著的影響效果。至於零售業的第一線員工的組織承諾對服務態度則沒有顯著的影響效果。
4.較高的工作投入的員工,會有較高的組織承諾、較佳的服務態度和較高的工作績效。
5.零售業的第一線員工的服務態度會顯著的影響到其本身的工作績效。
Today, the retail industry is growing up rapidly in Taiwan. Department stores, mass merchadies, and CVSs,which become a part of people''''s ordinary life,are mushrooming like bamboo shoots after rain. Hence, it is important for the retailers to provide a thorough service to satisfy the demand of consumers.
Nevertheless in accordance with the past studies before satisfying the demand of consumers,we should satisfy the demand the employee in our company at first for encouraging them.
This research is focus on the employee of retail industry and to investigate how the personal data, type A personality, and QWL affect organizational commitment, job involvement, service attitude, and job performance. QWL contains four elements such as formal / spiritual, formal / physical, informal / spiritual, and informal / physical.
We induce the following results:
1. The TYPE A employee has the higher QWL perception, the higher job involvement, the higher organizational commitment, the higher service attitude and the higher job performance.
2. The employee who has the higher QWL perception will has the higher job involvement, the higher organizational commitment, the higher service attitude and the higher job performance.
3. The employee who has the higher organizational commitment will has the higher job involvement, but not the higher service attitude and the higher job performance.
4. The employee who has the higher job involvement will has the higher organizational commitment, the higher service attitude and the higher job performance.
5. The employee who has the higher service attitude will has the higher job performance.
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