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題名:服務業員工創新表現之初探:探討其關鍵影響因素與干擾效果
作者:陳靜怡
作者(外文):CHEN, CHING-YI
校院名稱:國立臺北大學
系所名稱:企業管理學系
指導教授:蔡顯童
林婷鈴
學位類別:博士
出版日期:2019
主題關鍵詞:社會影響理論社會交換理論群體規範自我監控自我效能競爭強度Social Influence ModelSocial Exchange TheoryGroup NormSelf-MonitoringSelf-EfficacyCompetitive Intensity
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在競爭激烈的商業環境中,企業不同的創新及改變,以因應與創造市場之需求。其中,員工的創新能力是產生競爭優勢的重要關鍵,尤其以服務業來說,員工的角色更是關鍵。然而,在過去的研究中,對於服務創新行為的暸解仍未有一致之定論。有鑑於此,本研究回顧過去文獻,進行第一部份的質性訪談研究,並與過去文獻之重要發現相整合,繼以發展第二部分的量化研究。第二部分的量化研究中,以社會心理學與組織行為的角度,釐清影響員工服務創新行為的前置因素、中介心理變數,以及干擾變數。
在量化研究部分,係以美髮服務業及科技服務業的員工進行服務創新行為之問卷調查,問卷調查資料佐以LISREL結構方程模式軟體分析,本研究實證結果發現:「與主管的交換關係度」、「與成員的交換關係」、「顧客參與程度」、「群體規範」、及「自我效能」會透過「群體意向」進一步影響員工的創新表現。其次,在干擾效果部分:自我監控強度,會正強化「群體規範」與「群體意向」之間的關係;然而,「自我效能」與「群體意向」之間則無干擾效果。此一結果隱含,當員工知覺自己是群體中的一份子時,會主動關心周遭環境適宜的行為,作為適當表現自我的線索,這些社會線索對於高自我監控的員工顯得更為重要,員工會調適他們的行為以順從群體規範。除此之外,本研究實證結果發現,結果預期對於自我效能與創新意圖之間的關係並無顯著干擾效果;此結果意謂,感受到「群體規範」較高的成員,為了表達自己是團體內的成員,其行為意向會依據所支持的群體意見為主,並輔以周遭環境中的「主管」、「同事」與「顧客參與程度」關係動態作調整,自我效能感等內在因素亦會受到社會影響所牽制,從事符合其群體期待之行為。有鑑於此,「社會影響因素」在個體行為決策中亦扮演著重要的角色,其重要性不容忽視。本研究結果提供服務科學及服務創新研究一個新的解釋觀點,亦可做為未來服務創新行為研究之參考。
In a highly competitive commercial environment, organizations keep innovation and changing to adapt and create market demands. Creative employees who have innovation ability are very important to ensure a firm’s competitive advantage. However, in the past researches, there have not been congruent conclusions toward understanding of service innovation behavior. Therefore, this study reviews past researches and takes qualitative interview investigation in the first part. Then we integrate significant findings of past researches with our findings and results from first part’s investigation to develop quantitative investigation of second part. In our quantitative part, we use related psychosocial and organizational behavior theory to investigate predisposing factors, mediating factors, and moderator factors affecting service innovation behavior of employees.
In the quantitative research, this study administers a survey on service innovation behavior to employees in the hairdressing industry and the technology service industry. The survey responses are analyzed using LISREL structural equation modeling. The empirical evidence shows that “Leader-Member Exchange”, “Team-Member Exchange”, “interactive relationship with customers”, “Group norms”, and “Self-efficacy” all affect employees’ innovation performance through “We-Intentions”. Besides, in the test of moderating effect, this study finds that “self-monitoring” intensity will positively reinforce the association between “Group norms” and “We-Intentions”; however, it does not moderates the relationship between “Self-efficacy” and “We-Intentions”.
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Zimmerman, B. J. (1995). Self-regulation involves more than metacognition: A social cognitive perspective. Educational Psychologist, 30(4), 217-221.
Zimmerman, B. J., & Kitsantas, A. (1996). Self-regulated learning of a motoric skill: The role of goal setting and self-monitoring. Journal of Applied Sport Psychology, 8(1), 60-75.
三、網路參考資料
行政院主計處(2017)。2018年10月15日。取自https://www.stat.gov.tw/np.asp?ctNode=540&mp=4
Cialdini, R. B., & Trost, M. R. (1998). Social influence: Social norms, conformity and compliance, 151-192. Retrieved from http://www.mapageweb.umontreal.ca/delasabr/PSY2007/Axe1_PSY2007/Cialdini(98)_SocialNorms%20copy.pdf
 
 
 
 
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