服務人員社會交換類型與服務導向公民行為關係之研究

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Title:	服務人員社會交換類型與服務導向公民行為關係之研究
Authors:	鄭清揚
Contributors:	國際企業管理學系
Keywords:	知覺組織支持 perceived organizational support 領導者與部屬交換關係 leader-member exchange 團隊成員交換關係 team-member exchange 服務導向公民行為 service-oriented organizational citizenship behaviors
Date:	2012
Issue Date:	2012-11-01 09:56:06 (UTC+8)
Abstract:	服務人員的服務導向公民行為可以爲組織帶來超乎預期的獲利，為拓展服務導向公民行為的知識領域，本研究以社會交換知覺的三種形式－知覺組織支持、領導者與部屬交換關係、與團隊成員交換關係為自變項，探討知覺組織支持、領導者與部屬交換關係、及團隊成員交換關係對服務導向公民行為各構面間之關係。研究資料乃為台灣服務產業服務人員為，透過線性結構模式檢定多數假設皆獲成立。本研究發現，當服務人員感受到組織給與的支持時，基於社會交換關係，他們會以正面的行為來回報組織，並願意透過任何方式傳遞相關組織的訊息給予消費者，及給予組織相關建議。且當服務人員感受到領導者的互惠交換關係後，便會盡可能的做出正面的行為以回報領導者。此外當員工感受到團隊成員間高品質的互惠交換關係時，便會願意從事於角色外的服務導向公民行為。再者，服務人員能同時感受到三種交換關係時，則更會自願的做出有利組織與顧客的服務導向公民行為。本研究並未加入其他可能知中介變項進行研究。後續研究可進一步探討此些變項的中介機制，以使本研究結果更具意義。 To find the relationship between difference type of social exchange perspective and service-oriented organizational citizenship behaviors, this study employ the Confir- matory Factor Analysis and Path Analysis with latent variables on the data secured from a survey of the Taiwan service industry employees. As the result, it is found that: 1. The perceived organizational support was the most common cause to increase service-oriented organizational citizenship behaviors (includes loyalty, service delivery, and participation citizenship behaviors). 2. Besides participation organizational citizenship behaviors, leader-member exchange is another way to increase service employees’ loyalty and service delivery organizational citizenship behaviors. 3. Team-member exchange also can increase service delivery and participation organizational citizenship behaviors. For further study, it is recommended that the intervening variable be considered.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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