文化大學機構典藏 CCUR:Item 987654321/20295
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    jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://irlib.pccu.edu.tw/handle/987654321/20295


    题名: 五大人格特質與服務導向公民行為關係之研究
    作者: 姚佳妤
    贡献者: 國際企管管理研究所碩士在職專班
    关键词: 五大人格特質
    服務導向公民行為
    日期: 2010
    上传时间: 2011-11-07 15:58:47 (UTC+8)
    摘要: 五大人格特質與服務導向公民行為，至今仍未有學者指出兩者之間對於組織在遴選第一線人員時具有適時測量適合人格的標準，但五大人格之中某些特質會與組織在遴選新進人員時需具有服務熱忱與服務特質之中的人格特質，可由此次的研究針對組織對於服務人員遴選時做一個標準的依據。
    本研究之研究樣本係以推廣教育部的第一線服務人員與其顧客做為研究樣本對象，以問卷發送方式，內容包括推廣教育部第一線服務人員的問卷，採定點與部門別發送，共實際發出500份問卷，回收共計410份問卷，除填答不完整或無法配對之(問卷60份) 共計350份問卷，有效問卷皆為350份。本研究透過SPSS統計方法進行資料分析，研究結果顯示：親和性之員工和服務傳遞、參與性之間呈現正相關與忠誠度之間沒有任何相關存在。勤勉正直性之員工對於服務傳遞、忠誠度、參與之間呈現正向關係存在。外向性之員工與服務傳遞、參與之間呈現正向關係存在;忠誠度之間呈現沒有任何相關存在。神經質之員工與服務傳遞、參與之間呈現正向相關係存在;忠誠度之間呈現不為任何相關。經驗開放性之員工與服務傳遞、參與之間呈現正向相關存在; 經驗開放性之員工與忠誠度之間不為任何相關存在。關鍵字：五大人格特質 (Big five)，服務導向公民行為 (Service Oriented Organizational Citizenship Behaviors)。


    Five big personality special characteristics and the service guide the citizen behavior, until now has still not had the scholar to point out between both when chooses the first line personnel has at the right moment the survey suitable personality standard regarding the organization, but in five big personalities certain special characteristics meet and the organization when chose recently the personnel must have the service zealously with the service special characteristic in personality special characteristic, might from this the inferior research chose regarding the service personnel when make a standard basis in view of the organization.
    Research sample if this research is take promotes Ministry of Education's first line service personnel the customer to do as studies the sample object, by the questionnaire transmit mode, the content including promotes the Ministry of Education first line service personnel's questionnaire, picks the fixed point and the department do not transmit, altogether actually sends out 500 questionnaire, recycles the total 410 questionnaire, eliminates fills in answers incomplete or is unable the pair (questionnaire 60) the total 350 questionnaire,the effective questionnaire all is 350.
    This research penetrates the SPSS statistical method to carry on the material analysis, the findings demonstrated that,Staff of and between the service transmission, the participation the endophilicity presents is being connected and between the loyalty not any correlation existence.Staff of the assiduous straightness regarding between the service transmission, the loyalty, the participation presents the forward relational existence.Staff of and between the service transmission, the participation the extroversion presents the forward relational existence; Between the loyalty does not present any correlation existence.The nervous staff and between the service transmission, the participation presents forward relates the existence; Between the loyalty does not present for any correlation.Staff of and between the service transmission, the participation the experience openness presents the forward correlation existence; Staff of and loyalty between the experience openness not for any correlation existence.
    显示于类别:[企業管理學系暨國際企業管理研究所] 博碩士論文

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