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題名：服務氣候對服務導向公民行為之影響歷程探討--心理授權與角色界定之中介模式
書刊名：管理評論
作者：嚴秀茹 引用關係／林育理 引用關係／戴淑賢
作者(外文)：Yen, Rebecca Hsiu Ju／Lin, Yu-li／Tai, Shu-hsien
出版日期：2004
卷期：23:1
頁次：頁25-48
主題關鍵詞：服務氣候；心理授權；角色界定；服務導向公民行為；Service climate；Psychological empowerment；Role definition；Service-Oriented organizational citizenship behaviors
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(15) 博士論文(4) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:15
  • 共同引用共同引用:25
  • 點閱點閱:71
服務導向公民行為受到服務業之興起與顧客導向之風潮影響，日漸受到重視。過去研究多著重於員工個人態度與性格特性，本研究主要探討服務氣候、心理授權、以及角色界定與服務導向公民行為之間關係。根據過去文獻以及相關理論，本研究建議服務氣候將透過心理授權與工作角色界定之中介，影響服務導向公民行為，並且採用問卷調查之實證研究設計以及SEM之統計分析方法。研究結果發現，以大專院校專任行政人員為對象，組織的服務氣候及員工心理授權與角色界定是服務公民行為的影響變數；而心理授權是服務氣候與服務公民行為的完全中介變數；角色界定是心理授權與服務公民行為的部分中介變數。本研究最後依據所驗證的架構提出管理上的意涵，並提出若干未來進一步的研究建議。
The rise of services sectors in recent years has generated more and more interests on employees' service-oriented citizenship behaviors. Previous research focused on attitudinal and personality characteristics as the antecedents of service-oriented citizenship behavior. Built on a previously developed construct, the current study proposes a framework to explore other antecedents of service-oriented citizenship behaviors. Service climate is hypothesized to positively impact service-oriented citizenship behavior of front-line employees through the mediating influence of psychological empowerment and role definition. Data was collected from 257 employees of three universities in Tao Yuan and Chung-Li and was analyzed using structural equation modeling. The results reveal that psychological empowerment mediates the association between service climate and citizenship behavior, while a positive effect exists from psychological empowerment to role definition. A significant effect of role definition on service-oriented citizenship behavior is also supported. The findings suggest that situational influence such as climate could affect employees' perception of other management practice, thus expand the width of their roles and further enhance the presence of citizenship behavior toward customers.
期刊論文
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8.Niehoff, B. P.、Moorman, R. H.(1993)。Justice as a mediator of the relationship between methods of monitoring and organization citizenship behavior。Academy of Management Journal，36(3)，527-556。  new window
9.Bell, Simon J.、Menguc, Bulent(2002)。The Employee-Organization Relationship, Organizational Citizenship Behaviors, and Superior Service Quality。Journal of Retailing，78(2)，131-146。  new window
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14.Morrison, E. W.(1994)。Role definitions and organizational citizenship behavior: the importance of the employee's perspective。Academy of Management Journal，37(6)，1543-1567。  new window
15.Walz, S. M.、Niehoff, B. P.(2000)。Organizational citizenship behaviors: Their relationship to organizational effectiveness。Journal of Hospitality and Tourism Research，24(3)，301-319。  new window
16.Bettencourt, Lance A.、Gwinner, Kevin P.、Meuter, Matthew L.(2001)。A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors。Journal of Applied Psychology，86(1)，29-41。  new window
17.Capron, Laurence(1999)。The long-term performance of horizontal acquisitions。Strategic Management Journal，20(11)，987-1018。  new window
18.Spreitzer, Gretchen M.(1995)。Psychological Empowerment in the Workplace: Dimensions, Measurement, and Validation。Academy of Management Journal，38(5)，1442-1465。  new window
19.Organ, D. W.(1988)。A Restatement of the Satisfaction-Performance Hypothesis。Journal of Management，14(4)，547-557。  new window
20.Bettencourt, Lance A.、Brown, Stephen W.(1997)。Customer-contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors。Journal of Retailing，73(1)，39-61。  new window
21.Van Dyne, Linn、Graham, Jill W.、Dienesch, Richard M.(1994)。Organizational citizenship behavior: construct redefinition, measurement, and validation。Academy of Management Journal，37(4)，765-802。  new window
22.Schneider, B.、White, S. S.、Paul, M. C.(1998)。Linking service climate and customer perceptions of service quality: Tests of a causal model。Journal of Applied Psychology，83(2)，150-163。  new window
23.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
24.Peccei, R.、Rosenthal, P.(1997)。The Antecedents of Employee Commitment to Customer Service: Evidence from a UK。The International Journal of Human Resource Management，8(1)，66-86。  new window
25.蔡維奇、吳姮憓(20011200)。組織服務氣候對服務品質的影響：以員工正面情緒表達為中介變項。臺大管理論叢，12(1)，149-169。new window  延伸查詢new window
26.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics，21(4)，39-52。  new window
27.Thomas, Kenneth W.、Velthouse, Betty A.(1990)。Cognitive elements of empowerment: An "interpretive" model of intrinsic task motivation。Academy of Management Review，15(4)，666-681。  new window
28.Bowen, David E.、Lawler, Edward E. III(1992)。The Empowerment of Service Workers: What, Why, How, and When?。Sloan Management Review，33(3)，31-39。  new window
29.Podsakoff, Philip M.、MacKenzie, Scott B.、Moorman, Robert H.、Fetter, Richard(1990)。Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors。The Leadership Quarterly，1(2)，107-142。  new window
30.Bandura, Albert(1989)。Human agency in social cognitive theory。American Psychologist，44(9)，1175-1184。  new window
31.Bandura, Albert(1982)。Self-Efficacy Mechanism in Human Agency。American Psychologist，37(2)，122-147。  new window
32.Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior，12(1)，43-72。  new window
33.Wiener, Yoash(1982)。Commitment in Organizations: A Normative View。Academy of Management Review，7(3)，418-428。  new window
34.Puffer, Sheila M.(1987)。Prosocial behavior, noncompliant behavior, and work performance among commission salespeople。Journal of Applied Psychology，72(4)，615-621。  new window
35.Spector, Paul E.、Fox, Suzy(2002)。An Emotion-Centered Model of Voluntary Work Behavior: Some Parallels between Counterproductive Work Behavior and Organizational Citizenship Behavior。Human Resource Management Review，12(2)，269-292。  new window
36.Maurer, T.、Pierce, H.、Shore, L.(2002)。Perceived Beneficiary of Employee Development Activity: A Three-dimensional Social Exchange Model。The Academy of Management Review，27(3)，432-444。  new window
37.Cox, J. F.、Sims, H. P.(1996)。Leadership and Team Citizenship Behavior: A Model and Measures。Advances in Interdisciplinary Studies of Work Teams，3，1-41。  new window
38.Ford, R. C.、Fottler, M. D.(1995)。Empowerment: A Matter of Degree。The Academy of Management Executive，9(3)，17-25。  new window
39.Hopfl, H.(1994)。Empowerment and the Managerial Prerogative。Empowerment in Organizations，2，39-44。  new window
40.Hui, C.、Lam, S. S. K.、Schaubroeck, J.(2001)。Can Good Citizens Lead the Way in Providing Quality Services? A Field Quasi Experiment。The Academy of Management Journal，44(5)，988-995。  new window
41.James, L.、Hartman, E.、Stebbins, M.、Jones, A.(1977)。An Examination of the Relationship between Psychological Climate and a VIE Model for Work Motivation。Personnel Psychology，30，229-254。  new window
42.Lee, H.(2001)。Willingness and capacity: The Determinants of Prosocial Organizational Behavior among Nurses in the U. K.。The International Journal of Human Resource Management，12(6)，1029-1048。  new window
43.Quinn, R. E.、Spreitzer, G. M.(1997)。The Road to Empowerment: Seven Questions Every Leader Should Consider。Organizational Dynamics，26，37-49。  new window
44.Salancik, G. R.、Pfeffer, J.(1977)。An Examination of Need-Satisfaction Models of Job Attitudes。Administrative Science Quarterly，22，427-456。  new window
45.Yagil, D.、Gal, I.(2002)。The Role of Organizational Service Climate in Generating Control and Empowerment among Workers and Customers。Journal of Retailing and Consumer Services，9(4)，215-226。  new window
46.Yoon, M. H.、Suh, J.(2003)。Organizational Citizenship Behavior and Service Quality as External Effectiveness of Contact Employees。Journal of Business Research，56，597-611。  new window
研究報告
1.Graham, J. W.(1988)。Organizational Citizenship Informed by Political Theory。Chicago, IL。  new window
學位論文
1.卜啟鵬(1996)。工作特性、管理型態及組織氣候對組織公民行為關係之研究--以中資定期航運公司為例(碩士論文)。國立海洋大學。  延伸查詢new window
圖書
1.Czepiel, J. A., Solomon, M. R.,、Surpreant, C. F.(1985)。The Service Encounter: Managing Employee/ customer Interaction in Service Business。Lexington, MA：Lexington Books。  new window
2.Ajzen, I、Fishbein, M.(1975)。Understanding attitudes and predicting social behaviour。New Jersey：Prentice-Hall。  new window
3.Chi, M. T. H.、Glaser, R.、Farr, M. J.(1988)。The nature of expertise。Hillsdale, NJ：Lawrence Erlbaum Associates。  new window
4.Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。  new window
5.Hackman, J. Richard、Oldham, Greg R.(1980)。Work Redesign。Addison-Wesley Publishing Company。  new window
6.Hayduk, Leslie A.(1987)。Structural Equation Modeling with LISREL: Essentials and Advanced。Baltimore, MD：The John Hopkins University Press。  new window
7.Katz, Daniel、Kahn, Robert L.(1978)。The Social Psychology of Organizations。Wiley：Oxford University Press。  new window
8.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago：Scientific Software。  new window
9.Porter, Lyman W.、Lawler, Edward E. III(1968)。Managerial attitudes and performance。Homewood, Illinois：Richard D. Irwin Publisher。  new window
10.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
其他
1.Yen, H.，Niehoff, B. P.(2004)。Organizational Citizenship Behaviors and Organizational Effectiveness: Examining Relationships in Taiwanese Banks，沒有紀錄。  new window
圖書論文
1.Van Dyne, L.、Cummings, L. L.、Parks, J. M.(1995)。Extra-role behaviors: In pursuit of construct and definitional clarity。Research in Organizational Behavior。Greenwich, CT：JAI Press Inc。  new window
2.Bateson, J. E. G.(1985)。Perceived control and the service encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Business。Lexington, Massachusetts：Lexington Book。  new window
3.Schneider, B.、Bowen, D. E.(1993)。Personnel / Human Resource Management In The Service Sector。Research in Personnel and Human Resources Management。Greenwich, C.T：JAI Press。  new window
4.Graen, G.(1976)。Role making processes within complex organizations。Handbook of industrial and organizational psychology。Chicago：Rand McNally。  new window
5.Rosch, Eleanor H.(1978)。Principles of categorization。Cognition and Categorization。Lawrence Erlbaum Associates。  new window
6.Kopelman, R. E.、Brief, A. P.、Guzzo, R. A.(1990)。The role of climate and culture in productivity。Organizational climate and culture。San Francisco：Jossey-Bass。  new window
7.Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。  new window
 
 
 
 
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