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題名:員工間競爭與合作對服務努力之影響研究
作者:唐錦秀
作者(外文):Chin-Shiow Tarng
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:2004
主題關鍵詞:服務努力組間競爭組內競爭組間合作組內合作service effortintergroup competitionintragroup competitionintergroup cooperationintragroup cooperation
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由過去研究與邏輯之推論,顯示員工間競爭與合作對組織均可能有正、負面的影響效果,然而目前並無實證研究說明員工間競爭、員工間合作與服務努力究竟呈現何種關係,因此本研究之目的在探討員工間競爭與合作對服務努力之影響,同時也欲釐清員工間不同型態的競爭與合作何者對服務努力會產生較強的正面效果。
本研究透過郵寄問卷的方式,針對台灣地區保險業、銀行業、證券業、電信業、餐飲業、房屋仲介業等六種服務業的業務人員為母體對象,總共寄發了1250份問卷,扣除無效問卷及未完成填寫者63份,總共有效問卷502份,回收率為40.16%。
本研究服務努力以時間承諾與工作強度兩個構面來衡量,研究結果顯示,員工間競爭對服務努力與時間承諾具有顯著的正向影響,員工間合作對服務努力也有顯著的正向影響,而員工間競爭會比員工間合作更能提升服務努力與時間承諾。此外本研究亦發現,當員工處於組間競爭/組內合作時,對服務努力、時間承諾與工作強度之影響效果最強。至於企業國籍別對員工間競爭與服務努力、時間承諾、工作強度間之關係並無造成干擾效果,同時企業國籍別對員工間合作與服務努力、時間承諾、工作強度間之關係也無干擾效果。根據研究結果,本研究提出進一步討論,並對後續研究及管理實務提出建議。
Past researches and logical reasoning showed the effects of competition and cooperation among employees on organizations may be positive or negative, but no empirical study explained the relationships between competition and service effort together with cooperation and service effort. Therefore, the purpose of this study is to explore the effects of competition and cooperation among employees on service effort, at the same time to clarify which types of competition and cooperation produce the stronger effect on service effort.
Data were collected through mail survey and from 502 service employees employed by insurance, banking, security, telecommunication, restaurant and real estate brokerage industry. A total of 1250 questionnaires were mailed to the above six service industries and 565 questionnaires were returned. Of which 63 surveys were unusable, with usable questionnaires totaling 502. The response rate is 40.16﹪.
Service effort is measured by the two dimensions of time commitment and work intensity, the results indicated that competition among employees had the significantly positive effects on service effort and time commitment, cooperation among employees had also the significantly positive effect on service effort, however competition among employees had more effects than cooperation among employees on service effort and time commitment. Furthermore, the effects of intergroup competition / intragroup cooperation on service effort, time commitment and work intensity respectively were the strongest. As to test for corporation nationality as a moderator variable, the results indicated the moderating effects were not significant. Implications of these findings and suggestions for future research were discussed.
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