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題名：助力或是阻力：探討網路社會資本對員工人際關係與工作行為之影響
作者：吳佳燕
作者(外文)：Chia-Yen Wu
校院名稱：國立東華大學
系所名稱：企業管理學系
指導教授：林家五
學位類別：博士
出版日期：2016
主題關鍵詞：人際影響；內結型社會資本；心理抽離；外聯型社會資本；同事競爭氛圍；社群媒體用途；深層展演；interpersonal influence；bonding social capital；psychological detachment；bridging social capital；coworker competition climate；social media usage；deep acting
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網路社會資本已成為人們發展或培育線上與線下資訊交流、人際互動和社會關係的一項投資，本研究特別針對Facebook和LINE社群科技，探討經營線上關係，對社交與職場行為的影響。對業務工作者在職場運用社群科技，包含內結型和外聯型網路社會資本的建立，究竟是提升優勢或反形成障礙，此影響效果與角色定位並不很清楚。本研究首先進行先導性研究，嘗試由實務角度瞭解業務工作者使用社群科技的現況，並以此作為後續二個研究的基礎，探討內結型與外聯型社會資本，是否對員工心理、行為和人際互動產生影響，以檢視網路社會資本是否有矛盾的效果存在。
在先導性研究，本研究以使用網路和社群媒體使用的時間、網路社群的人數、社群媒體使用態度等實際使用態度與行為，對業務工作者的收入、社群媒體使用和網路社會資本的重要性。並由先導性研究結果，提出二個應用研究；在研究一，探討在組織內，業務工作者的社群媒體用途，對網路社會資本、人際影響與工作績效之影響，分析成因與在管理上引發的潛在矛盾。研究二，分析業務工作者發展組織外網路社會資本是否具有助益，探討網路社會資本對心理抽離及深層展演行為的影響，並進一步檢視同事間競爭氛圍是否會干擾網路社會資本與心理抽離之間的關係。
本研究以臺灣加盟體系的房仲服務人員為問卷調查對象，共計回收251份部屬有效問卷，並以階層迴歸和結構方程模式驗證研究的假設。在先導研究的結果顯示：LINE人數與收入具有顯著正向關係、社群媒體使用態度對社群媒體的工具性和社會性用途、對內結型和外聯型網路社會資本間有顯著正向影響、社群使用時間對內結型社會資本具顯著正向影響、Facebook人數與外聯型社會資本具顯著正向關係。研究一的結果顯示，社群媒體社會性用途，與內結型、外聯型社會資本具有顯著正向關係、內結型社會資本與工作績效存在負向關係、外聯型社會資本與人際影響存在顯著負向關係。研究二的結果顯示，內結型社會資本對心理抽離存在正向關係、心理抽離與深層展演的情緒勞務存在負向關係、同事競爭氛圍會干擾外聯型社會資本與心理抽離的關係。
整體而言，網路社會資本具有外部支持的角色卻也帶來投資潛在的風險。業務員工要能發展緊密且穩固的內結型網路社會資本，應重視朋友數並與之發展長期且深度的連結關係。即使是有選擇性地投資網路社會資本，也應平衡虛擬空間與真實人際互動的距離，保持與兩者互動關係的彈性，才能獲得網路社會資本經營收益的報酬與優勢。管理者更應視員工的網路社會資本為組織競爭力的核心資產，積極地打造線上人際互動的環境，創造網路社會資本投資的價值。
Internet social capital becomes an investment that people can develop or nurture
an online and offline information, communication, human interaction and social
relationship. This study focuses on the social media of Facebook and LINE that
explore online relationships about positive effects on social interaction and behavior
of workplace. However, the influences of the workplace, applying the Internet social
capital of bonding and bridging that develop the advantages or the obstacle for
employees are not clear. This study tries to use pilot study to understand the situation
that employees use the social media through practical perspective. The according to
pilot study results become the basis of two studies to discuss if the social capital of
bonding and bridging have effects on psychological, behavior and interpersonal
interaction of employees to learn if there is any paradox existed in the Internet social
capital.
Pilot study 1: discuss the actual usage behavior of the time the employees take in
the Internet and social media, the quantity and the attitude of people coming from
network community, and the relationship between the income, social media usage and
Internet social capital. Basis of pilot study, we propose two studies, study 1: explore
the effect on social media usage of Internet social capital, interpersonal influence and
work performance as the result to explain the reason of development and the potential
conflicts caused by the operation. Study 2: review if the behavior of feeling and deep
acting that Internet social capital nurtured by employee works on psychological
detachment plays the role of social support; also discuss if the coworker competition
climate has a role of moderator among the Internet social capital and psychological
detachment of the employee.
This study uses the staff in the real estate industry of affiliate system in Taiwan
as the objects of a questionnaire survey. We collected data from 251 employees and
the hierarchical regression and structural equation modeling method to analyze the
hypothesis of three researches. In the result of the pilot study, the total number of
LINE users has a positive effect on income; the social usage intensity has a positive
effect on work-related and social-related of social media usage, and has a positive
effect on bonding and bridging social capital; the time taken by social community has
a positive effect of the bonding social capital; the total number of Facebook users has
a positive effect in the bridging social capital. In the result of study 1, the social media
usage has a positive relationship with bonding and bridging social capital; bonding
social capital has a negative relationship with work performance; bridging social
capital has a negative relationship with interpersonal influence. In the result of study 2,
bonding social capital has a positive relationship with psychological detachment;
psychological detachment has a negative relationship with deep acting of emotional
labor; and coworker competition climate moderator between bridging social capital
and psychological detachment.
In general, the Internet social capital identities the role of social supports, but it
brings the potential risk of investment. The employees are able to develop close and
strong relationship of bonding capital that focus on the number of friends and
implement long-term and deep link. Even if the employees investment Internet social
capital that selected in order to gain benefits or advantages, they must take balance for
appropriate the distance between cyberspace and real interaction, and maintain
flexibility with both. The supervisors must pay attention on organization’s core capital
of employees’ Internet social capital and create a positive online interactive
environment for employee with bringing about the value.
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