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題名：職場靈性、工作家庭衝突、家庭工作衝突、幸福感與服務品質的關係：督導員的良師行為與家人的支持行為之干擾路徑中介分析
作者：詹麗珠
作者(外文)：Li-Chu Chan
校院名稱：國立彰化師範大學
系所名稱：工業教育與技術學系
指導教授：張火燦
學位類別：博士
出版日期：2012
主題關鍵詞：職場靈性；服務品質；幸福感；工作家庭衝突；家庭工作衝突；督導員良師行為；Work Spirituality；Service Quality；Well-Being；Work-Family Conflict；Family-Work Conflict；Mentoring Behavior
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居家照顧服務因社會的快速老化而有推動的急迫性，居家服務員是第一線的服務直接提供者，其工作的穩定性影響居家照顧服務品質。台灣目前有將近五成單位表示照顧服務員人力不足，許多外在與內在的問題是造成人員流動與人力短缺，直接衝擊就是照顧者的服務品質與被照顧者的生活品質，對於提供居家服務的組織而言，如何維持服務人員穩定是一大挑戰。許多研究證明職場靈性不僅影響工作結果的變項，包括工作滿意度、組織承諾、工作績效、離職意圖等，也能增強員工的幸福感，使得員工獲得健康快樂的生活狀態，即職場靈性的整合性觀點應包涵靈性對個人在工作及家庭的影響。
本研究旨在深入探討職場靈性對居家服務員的服務品質與幸福感的影響，以及工作家庭衝突與家庭工作衝突所扮演的中介角色與干擾中介路徑，以瞭解家人的支持行為對職場靈性、家庭工作衝突與服務品質關係間的影響，與督導員的領導風格與支持行為對職場靈性、工作家庭衝突與幸福感關係間的影響。研究採用問卷調查法，總共回收的有效問卷有居家服務員429份、督導員為180份及居家服務員的家屬429份，並以SPSS統計軟體進行干擾路徑中介分析。主要的結果顯示職場靈性會降低家庭工作衝突而正向影響服務品質，且會降低工作家庭衝突而正向影響幸福感、家人的支持行為會增強職場靈性降低家庭工作衝突而正向影響服務品質、高情境的督導員良師行為會增強職場靈性降低工作家庭衝突。人力資源發展的實務應在於以有效的實施途境促進居家服務員發展職場靈性，使其能肯定自己在體系中的價值，而能秉持積極正向的態度面對困難的情境及解決問題，使長期照護機構與體系能朝長期改善的方向前進。
As Taiwan’s population is aging fast, there is an increasing demand for home care giving services. Home caregivers are the most important and direct service providers and their workforce stability is significantly associated with service quality. Manpower shortage is currently a common problem for home care providers in Taiwan, which affects the service equality and care-receivers’ quality of life. How to maintain a stable workforce has therefore become a major challenge for home care service providers. Many studies have shown that workplace spirituality can not only influence work outcomes such as job satisfaction, organizational commitment, job performance, and turnover intention, but also enhance employees’ well-being and happiness. Therefore, an integrated perspective of workplace spirituality should include the effects spirituality has on both work and family.
The present study aimed to explore the impact of workplace spirituality on service quality and home caregivers’ well-being, to investigate the mediating roles played by work-family conflicts and family-work conflicts, to explore how family support moderates the mediated effect of workplace spirituality on service quality transmitted through family-work conflicts, and to demonstrate how supervisor mentoring influences the relationship between workplace spirituality, work-family conflicts and well-being.
This study was conducted using validated questionnaires. A total of 429 questionnaires from home caregivers, 180 from their supervisors, and 429 from the home caregivers’family members were obtained. Analysis of intervening and mediating paths was performed using SPSS statistical software. The results showed that workplace spirituality was positively correlated with service quality through reducing family-work-conflict, and positively associated with well-being through lowering work-family-conflict. In addition, family support behaviors strengthened the positive effect of workplace spirituality toward service quality through family-work-conflicts. Third, the relationship between workplace spirituality and work-family conflicts was stronger under high level of supervisor mentoring behaviors. It is suggested that practical human resource management for home caregivers should help home caregivers to develop workplace spirituality, to understand their values in the services and to face problems with a positive attitude. The long-term care institutions and service systems can therefore advance towards long-term improvement.
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