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題名:服務人員社會交換類型與服務導向公民行為關係之研究
作者:鄭清揚
作者(外文):Ching-Yang Cheng
校院名稱:中國文化大學
系所名稱:國際企業管理學系
指導教授:郭崑謨
學位類別:博士
出版日期:2012
主題關鍵詞:知覺組織支持領導者與部屬交換關係團隊成員交換關係服務導向公民行為perceived organizational supportleader-member exchangeteam-member exchangeservice- oriented organizational citizenship behaviors
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服務人員的服務導向公民行為可以爲組織帶來超乎預期的獲利,為拓展服務導向公民行為的知識領域,本研究以社會交換知覺的三種形式-知覺組織支持、領導者與部屬交換關係、與團隊成員交換關係為自變項,探討知覺組織支持、領導者與部屬交換關係、及團隊成員交換關係對服務導向公民行為各構面間之關係。
研究資料乃為台灣服務產業服務人員為,透過線性結構模式檢定多數假設皆獲成立。本研究發現,當服務人員感受到組織給與的支持時,基於社會交換關係,他們會以正面的行為來回報組織,並願意透過任何方式傳遞相關組織的訊息給予消費者,及給予組織相關建議。且當服務人員感受到領導者的互惠交換關係後,便會盡可能的做出正面的行為以回報領導者。此外當員工感受到團隊成員間高品質的互惠交換關係時,便會願意從事於角色外的服務導向公民行為。再者,服務人員能同時感受到三種交換關係時,則更會自願的做出有利組織與顧客的服務導向公民行為。
本研究並未加入其他可能知中介變項進行研究。後續研究可進一步探討此些變項的中介機制,以使本研究結果更具意義。
To find the relationship between difference type of social exchange perspective and service-oriented organizational citizenship behaviors, this study employ the Confir- matory Factor Analysis and Path Analysis with latent variables on the data secured from a survey of the Taiwan service industry employees. As the result, it is found that:
1.citizenship behaviors (includes loyalty, service delivery, and participation citizenship behaviors).
2.Besides participation organizational citizenship behaviors, leader-member exchange is another way to increase service employees’ loyalty and service delivery organizational citizenship behaviors.
3.Team-member exchange also can increase service delivery and participation organizational citizenship behaviors.
For further study, it is recommended that the intervening variable be considered.
一、中文部分
行政院主計處(2009),95年行業別統計表[線上資料],來源:htt- p://www.dgbas.gov.tw/ct.asp?xItem=23491&ctNode=3267[2009, July 25]。
行政院經濟建設委員會(2009),服務業發展方案行政院通過版980709[線上資料],來源:http://www.cepd.gov.tw/m1.aspx?sN- o=0012026[2009, August 25]。
楊濱燦(1998),團隊成員間之衝突與組織公民行為之研究,中國文化大學國際企業管理研究所未出版之博士論文,89。new window
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