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題名：組織支持與服務導向組織公民行為--服務氣候之干擾角色
書刊名：人力資源管理學報
作者：汪美伶 引用關係／鄭雯憶
作者(外文)：Wang, Mei-ling／Cheng, Wen-yi
出版日期：2007
卷期：7:4
頁次：頁71-93
主題關鍵詞：知覺組織支持；服務導向組織公民行為；服務氣候；Perceived organizational support；Service-oriented organizational citizenship behaviors；Service climate
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(16) 博士論文(2) 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:558
  • 點閱點閱:104
本研究引進角色界定的概念，驗證服務氣候對服務導向組織公民行為的直接影響，並討論服務氣候是否在知覺組織支持與服務導向組織公民行爲之間，扮演調節的角色。是故，本研究以國內最大連鎖量販店的36家分店爲研究對象，以問卷方式蒐集1,387位第一線服務人員與108位主管之資料，採用層級線性模式進行分析。研究結果發現，第一線服務人員所知覺到的組織支持，會影響其服務導向組織公民行爲的展現，服務氣候也不會直接影響服務導向組織公民行為的產生，而服務氣候會減弱知覺組織支持對服務導向組織公民行爲的影響效果。針對上述結果，本研究提出管理意涵與後續研究建議。
Deriving from the concept of role definition, service climate is hypothesized to have direct influence on contact employees' service-oriented organizational citizenship behaviors (OCB5) as well as strengthen the relationship between perceived organizational support (POS) and the exhibition of service-oriented OCBs. Data was collected from 1,387 contact employees and 108 managers of 36 branches in Taiwan's largest hypermarket group and analyzed using hierarchical linear modeling (HLM). The results reveal that POS plays strong roles in determining contact employees' exhibition of service-oriented OCBs. In spite of the lack of direct effect on service-oriented OCBs, service climate negatively moderates the relationships between POS and specific dimensions of service-oriented OCBs. Based on the findings, some managerial implications and suggestions for further research were proposed.
Other
1.Wayne, S. J. Shore, L. M. & Liden, R. C.(1997)。Perceptions of organizational support and leader-member exchange: A social exchange perspective。  new window
期刊論文
1.Schneider, B.(1980)。The service organization: Climate is crucial。Organizational Dynamics，9(2)，52-65。  new window
2.Moorman, R. H.、Blakely, G. L.、Niehoff, B. P.(1998)。Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?。Academy of Management Journal，41(3)，351-357。  new window
3.Podsakoff, P. M.、MacKenzie, S. B.(1997)。Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestion for Future Research。Human Performance，10(2)，133-151。  new window
4.Stamper, Christina L.、Van Dyne, Linn(2001)。Work Status and Organizational Citizenship Behavior: A Field Study of Restaurant Employees。Journal of Organizational Behavior，22(5)，517-536。  new window
5.Yoon, M. H.、Suh, J.(2003)。Organizational citizenship behaviors and service quality as external effectiveness of contact employees。Journal of Business Research，56(8)，597-611。  new window
6.Van Dyne, L.、Ang, S.(1998)。Organizational Citizenship Behavior of Contingent Workers in Singapore。Academy of management Journal，41(6)，692-703。  new window
7.Dimitriades, Zoe S.(2007)。The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: A survey。Employee Relations，29(5)，469-491。  new window
8.嚴秀茹、林育理、戴淑賢(20040100)。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。管理評論，23(1)，25-48。new window  延伸查詢new window
9.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
10.Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology，70(3)，423-433。  new window
11.Koys, Daniel J.(2001)。The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study。Personnel Psychology，54(1)，101-114。  new window
12.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
13.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
14.Cran, David J.(1994)。Towards Validation of the Service Orientation Construct。The Service Industries Journal，14(1)，34-44。  new window
15.George, J. M.(1991)。State or trait: Effects of positive mood on prosocial behaviors at work。Journal of Applied Psychology，76(2)，299-307。  new window
16.Hogan, J.、Hogan, R.、Busch, C. M.(1984)。How to Measure Service Orientation。Journal of Applied Psychology，69(1)，167-173。  new window
17.Schneider, Benjamin、Ehrhart, Mark G.、Mayer, David M.、Saltz, Jessica L.、Niles-Jolly, K.(2005)。Understanding organization-customer links in service settings。Academy of Management Journal，48(6)，1017-1032。  new window
18.Organ, D. W.(1988)。A Restatement of the Satisfaction-Performance Hypothesis。Journal of Management，14(4)，547-557。  new window
19.Paulin, M.、Ferguson, R. J.、Bergeron, J.(2006)。Service climate and organizational commitment: The importance of customer linkages。Journal of Business Research，59(8)，906-915。  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.Graham, J. W.(1991)。An essay on organizational citizenship behavior。Employee Responsibilities and Rights Journal，4(4)，249-270。  new window
22.Rhoades, Linda、Eisenberger, Robert(2002)。Perceived organizational support: a review of the literature。Journal of Applied Psychology，87(4)，698-714。  new window
23.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
24.George, Jennifer M.(1990)。Personality, affect, and behavior in groups。Journal of Applied Psychology，75(2)，107-116。  new window
25.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
26.Shore, Lynn McFarlane、Wayne, Sandy J.(1993)。Commitment and Employee Behavior: Comparison of Affective Commitment and Continuance Commitment with Perceived Organizational Support。Journal of Applied Psychology，78(5)，774-780。  new window
27.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
28.Eisenberger, R.、Fasolo, P.、Davis-LaMastro, V.(1990)。Perceived organizational support and employee diligence, commitment, and innovation。Journal of Applied Psychology，75(1)，51-59。  new window
29.Moorman, Robert H.(1991)。Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?。Journal of Applied Psychology，76(6)，845-855。  new window
30.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics，21(4)，39-52。  new window
31.黃家齊、許雅婷(20060400)。團隊成員人格特質對知識分享及創新績效之影響--個人與團隊層次的分析。管理學報，23(2)，149-170。new window  延伸查詢new window
32.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
33.彭台光、高月慈、林鉦棽(20060200)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。new window  延伸查詢new window
34.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
35.Hofmann, D. A.(1997)。An overview of the logic and rational of hierarchical linear models。Journal of Management，23(6)，723-744。  new window
36.Settoon, Randall P.、Bennett, Nathan、Liden, Robert C.(1996)。Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity。Journal of Applied Psychology，81(3)，219-227。  new window
37.Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology，71(3)，500-507。  new window
學位論文
1.黃鴻明(2006)。知覺組織支持對服務導向組織公民行為之影響--以台灣家樂福為例(碩士論文)。真理大學，台北縣。  延伸查詢new window
圖書
1.林陽助(2003)。服務行銷。臺北：新陸書局：精湛行銷企劃工作室。  延伸查詢new window
2.Ajzen, I、Fishbein, M.(1975)。Understanding attitudes and predicting social behaviour。New Jersey：Prentice-Hall。  new window
3.呂俊甫(2001)。華人性格研究。台北：遠流出版社。new window  延伸查詢new window
4.Blau, P. M.(1964)。Exchange and Power in Social Life。New York：John Wiley and Sons。  new window
5.Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。  new window
6.Katz, Daniel、Kahn, Robert L.(1978)。The Social Psychology of Organizations。Wiley：Oxford University Press。  new window
7.Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。  new window
8.Jöreskog, K. G.、Sörbom, D.(1989)。LISREL 7: A Guide to the Program and Application。Chicago, IL：Scientific Software International, Inc.：SPSS Inc。  new window
9.Bryk, A. S.、Raudenbush, S. W.(1992)。Hierarchical linear models。Newbury Park, CA：Sage。  new window
其他
1.Hofmann, D. A.，Morgeson, F. P., & Gerras, S. J.(2003)。Climate as a moderator of the relationship between leader-member exchange and content specific citizenship: Safety climate an exemplar。  new window
2.Amason, A.(1996)。Distinguishing the effects of functional and dysfunction conflict on strategic decision making: Resolving a paradox for top management teams。  new window
3.Bell, S. & Menguc, B.(2002)。The employee-organization relationship, organization citizenship behaviours, and superior service quality。  new window
4.Bowen, D. E., & Schneider, B.(1988)。Services marketing and management: Implications for organizational behavior。  new window
5.Fasolo, P. M.(1995)。Procedural justice and perceived organizational support: Hypothesized effects on job performance。  new window
6.Parasuraman, A.(1987)。Customer-oriented corporate cultures are crucial to services marketing success。  new window
7.Saeed, K.(1990)。Government support of economic agenda in the developing countries, a behavioral model。  new window
8.Shadur, M. A., Kienzle, R., & Rodwell, J. L.(1999)。The relationship between organizational climate and employee perceptions of involvement: The importance of support。  new window
9.Van Dyne, L. Jehn, K. A. & Cummings, A.(2002)。Different effects of strain on two forms of work performance: Individual employee sales and creativity。  new window
圖書論文
1.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
2.Scheneider, B.、Bowen, D. E.(1984)。New service design, development, and implementation and the employee。Developing New Services。Chicago：American Marketing Association。  new window
3.Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。  new window
4.Rousseau, D. M.(1985)。Issues of level in organizational research: multi-level and cross-level perspectives。Research in Organizational Behavior。Greenwich, Connecticut：JAI Press。  new window
5.Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。  new window
 
 
 
 
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