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題名：知覺組織支持與服務導向組織公民行為：高績效人力資源實務跨層次之調節效果
書刊名：台灣勞動評論
作者：童惠玲／曾妤珮
作者(外文)：Tung, Hui-ling／Zeng, Yu-pei
出版日期：2011
卷期：3:1
頁次：頁117-146
主題關鍵詞：知覺組織支持；服務導向組織公民行為；高績效人力資源實務；Perceived organizational support；Service-oriented organizational citizenship behavior；High-performance human resource practices
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  • 被引用次數被引用次數:期刊(2) 博士論文(2) 專書(0) 專書論文(0)
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  • 共同引用共同引用:92
  • 點閱點閱:90
根據社會交換理論與角色界定的概念，本研究探討知覺組織支持對服務導向組織公民行為的直接影響，同時驗證高績效人力資源實務是否在知覺組織支持與服務導向組織公民行為間，扮演著調節角色。本研究以南部地區中華郵政為研究對象，共針對40家郵局支局發出主管及員工兩種問卷，以主管與所屬窗口服務員工配對評估員工的行為。本研究採多重來源跨期研究法，將各變項施測時間分為三階段，每一階段均間隔二週，以了解在時間的變動下，高績效人力資源實務對知覺組織支持和服務導向組織公民行為的關係是否具有調節效果。本研究採層級線性模式進行分析。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為中服務傳遞、忠誠以及參與的展現；而當各支局愈重視高績效人力資源實務時，知覺組織支持與服務導向組織公民行為（服務傳遞、忠誠以及參與）之間的關係也愈強。針對上述結果，本研究提出管理意涵與後續研究建議。
Base on the concept of social exchange theory and role theory, this study discusses the process in which perceived organizational support lead to service-oriented organizational citizenship behavior in service organizational settings. This study also examines multilevel relationship in moderating process of high-performance human resource practices between perceived organizational support and service-oriented organizational citizenship behavior. The research objective in this study is Chunghua post company in southern Taiwan. Sample data from 40 branches were collected at three points in time from employees and their supervisors. In this study constructs with two sources (e.g., contact employees rated their perceived organizational support in T1, and service-oriented organizational citizenship behavior in T3, while supervisors rated high-performance human resource practices in T2) were measured in order to reduce the possibility of same source bias. Hierarchical linear modeling was used to test the hypotheses. The results showed that organizational support perceived by contact counter employees lead to service-oriented organizational citizenship behavior in terms of service delivery, loyalty and participation; while high-performance human resource practices are valued by the post branch, these management practices strengthens the relationship between organizational support perceived by contact counter employees and service-oriented organizational citizenship behavior (service delivery, loyalty and participation). Based on the findings, some managerial implications and suggestions for further research will be proposed.
期刊論文
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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.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
16.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
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20.Rhoades, Linda、Eisenberger, Robert(2002)。Perceived organizational support: a review of the literature。Journal of Applied Psychology，87(4)，698-714。  new window
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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
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24.Castro, Carmen Barroso、Armario, Enrique Martín、Ruiz, David Martín(2004)。The influence of employee organizational citizenship behavior on customer loyalty。International Journal of Service Industry Management，15(1)，27-53。  new window
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27.Wayne, Sandy J.、Shore, Lynn M.、Liden, Robert C.(1997)。Perceived Organizational Support and Leader-Member Exchange: A Social Exchange Perspective。Academy of Management Journal，40(1)，82-111。  new window
28.Barney, Jay B.(1991)。Firm Resources and Sustained Competitive Advantage。Journal of Management，17(1)，99-120。  new window
29.陳建丞(20080600)。員工知覺的組織支持與工作績效間的中介模型研究。管理學報，25(3)，309-331。new window  延伸查詢new window
30.Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology，71(3)，500-507。  new window
31.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology，88(5)，879-903。  new window
32.Bowen, D. E.、Gilliand, S. W.、Folger, R.(1999)。HRM and service fairness: How being fair wit employees spills over to customers?。Organizational Dynamics，27(3)，7-23。  new window
33.Bowen, D. E.(1996)。Market-focused HRM in service organizations: satisfying internal and external customers。Journal of Market-Focused. Management，1(1)，31-47。  new window
34.Becker, T. E.、Vance, R. J.(1993)。Construct validity of three types of organizational citizenship behavior: An illustration of the direct product model with refinements。Journal of Management，19，663-682。  new window
35.Snell, S. A.、Youndt, M. A.、Wright, P. M.(1996)。Establishing a framework for research in human resource management: Merging resource theory and organizational learning。Personnel and Human Resources Management，14，61-90。  new window
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圖書
1.Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。  new window
2.Katz, Daniel、Kahn, Robert L.(1978)。The Social Psychology of Organizations。Wiley：Oxford University Press。  new window
3.Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。  new window
4.Bowen, D. E.、Schneider, B.(1988)。ervice marketing and management: implications for organizational behavior。Research in Organizational Behavio。Greenwich, CT。  new window
5.Fasolo, P. M.(1995)。Procedural justice and perceived organizational support: Hypothesized effects on job performance。Organizational Politics, Justice and Support: Managing the Social Climate in the Workplace。Westport, CT。  new window
6.Jackson, S. E.、Schuler, R. S.(1992)。HRM practices in service-based organizations: a role theory perspective。Advances in Services Management and Marketing。Greenwich, CT。  new window
其他
1.(2008)。行政院主計處網頁，http://www.dgbas.gov.tw。  延伸查詢new window
圖書論文
1.Bowen, D. E.、Schneider, B.(1985)。Boundary-spanning-role employees and the service encounter: some guidelines for management and research。The service encounter。Lexington, MA：Lexington Public Health。  new window
2.Shore, L. M.、Shore, T. H.(1995)。Perceived organizational support and organizational justice。Organizational politics, justice, and support: Managing the social climate of the workplace。Westport, C.T.：Quorum。  new window
3.Bowen, D. E.、Waldman, D. A.(1999)。Customer-driven employee performance。The Changing Nature of Performance。San Francisco：Jossey-Bass。  new window
 
 
 
 
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