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題名：員工工作標準化與公司內部服務品質之關係研究
作者：謝益銘
作者(外文)：Yih-Ming Hsieh
校院名稱：中國文化大學
系所名稱：國際企業管理研究所
指導教授：謝安田
學位類別：博士
出版日期：2000
主題關鍵詞：工作標準化；內部服務品質；工作不確定性；魅力領導；創新性組織文化；工作滿意感；組織承諾；Job Standardization；Internal Service Quality；Task Uncertainty；Charismatic leadership；Innovative Organizational Culture；Job Satisfaction；Organizational Commitment
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本研究問題是探討員工工作標準化(job standardization)與公司內部服務品質(internal service quality)之關係，經由間接文獻之引用及邏輯之推理，發現兩者之關係有必要進一步釐清。
本研究是透過郵寄問卷(questionnaires survey)的方式，請服務業接觸外部顧客之服務員工(customer-contact employees)，就是所謂內部顧客(internal customers) 幫忙填寫。總共寄發了900份問卷，145家服務公司，請接觸顧客的員工對該公司員工工作標準化與公司內部服務品質之看法，進行填答。總共回收459份，去除無效問卷沒填寫完成者27，總共有效問卷為432份，回收率為48%。
結果本研究發現，員工工作標準化與公司內部服務品質呈現正相關；員工工作標準化與公司內部服務品質之兩個構面，技術性績效與功能性績效亦分別呈現正相關。
而有關干擾變項，員工工作不確定性、主管魅力領導、創新性組織文化，對於工作標準化與公司內部服務品質之干擾關係則無法獲得支持，但這些干擾變項對於公司內部服務品質卻有預測解釋效果。
This study empirically examines the relationship between job standardization and internal service quality. In addition, this paper speculates that task uncertainty, charis-matic leadership and innovative organizational culture moderate the association be-tween job standardization and internal service quality as perceived by contact-customer employees.
The research problem of this paper is found in the existing literature. In general thinking, if the manager emphasizes more the standardization of the organization, the employee will have less job autonomy. As the employee is forced to use the same method to do his job again and again, the employee can easily sustain job burnout and impair the internal service quality. Some authors report that a poor employee-job inte-gration is unlikely to enhance discretionary effort. This undesirable situation is exacer-bated when employees are restricted in their working environment. However, other scholars disapprove that job standardization will badly influence the employee. As there are many standard procedures, processes or policies in the organization, the employee will understand how to clarify their job and will reduce role ambiguity and role conflict. Therefore, job standardization of the employee will enhance the internal service quality of the organization.
In summary, what is the relationship between job standardization and internal service quality? This is an unanswered question. The purpose of this paper is to explore their relationship. An analytical approach of methodology is applied to analyze the par-simonious relationship by the cross-sectional survey.
The data is composed of service contact-employees and is collected by 900 questionnaires. Customer contact-employees were asked about their levels of job stan-dardization, internal service quality, job satisfaction, organizational commitment, task uncertainty, charismatic leadership and innovative organizational culture. Of all samples, 145 different service firms responded by returning at least one questionnaire from an employee (a total of 459 questionnaires); of these, twenty-seven employees were unus-able because they were incomplete. Completed questionnaires were returned by 432 contact-employees (48% response rate).
Finally, the results indicate that job standardization is positively related to inter-nal service quality. In addition, the author speculates that task uncertainty of employees, charismatic leadership of supervisors and innovative culture of the organization moder-ate the relation between job standardization and internal service quality as perceived by customer contact-employees. However, these hypotheses were not supported by the em-pirical data. The contribution of this paper has two aspects .The theoretical: the paper can answer the research problem. The practical: this paper can offer insights into job standardization as to how to enhance the internal service quality of the organization.
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