服務保證、工作壓力與工作滿意關係之研究

CCUR > College of Business > Department of International Trade 7 Graduate Institute of International Trade > Thesis > Item 987654321/27577

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/27577

Title:	服務保證、工作壓力與工作滿意關係之研究 A Study on Relationship among Service Guarantee, Job Stress and Job Satisfaction
Authors:	張心怡
Contributors:	國際貿易學系碩士班
Keywords:	服務保證工作壓力工作滿意授權實驗法 service guarantee job stress job satisfaction empowerment
Date:	2006
Issue Date:	2014-06-30 10:54:22 (UTC+8)
Abstract:	本研究主要為探索企業在提出服務保證時，是否會改變正在執行之員工的工作壓力，及進一步了解員工之工作滿意。「人」是企業最大之資產，工作不快樂與不滿意之員工很難去執行企業所託付的任務，因此，員工之重要性實在不容輕忽。過往研究大多探討服務保證對於企業營運績效與消費者滿意之影響，卻鮮少探索服務保證對企業內部員工執行面所造成的影響。是故，本研究擬藉由實驗法，探討企業實際提出服務保證時，對員工之工作壓力與工作滿意所產生之影響，並以授權為干擾變數，採用2×2之因子實驗方格設計進行實驗，共計4個實驗組別。本研究主要研究結果有四：1.企業提出服務保證下，對員工之工作壓力會較企業未提出服務保證時大。2.工作壓力愈高，則工作滿意愈低。3.透過工作壓力之中介效果，企業提出服務保證下，對員工的工作滿意會較企業未提出服務保證時低。4.授權有無將對服務保證與工作壓力之關係產生干擾效果。 The main purpose of this study is to explore if there are undue burdens on staffs and further to understand their job satisfaction, while the enterprise addresses service guarantee. Human Resource is the largest capital of entity. It is difficult for unhappy and unsatisfied employees to fulfill their commitments. Therefore, the employee significance can not be neglected. In the past, most of the researches have focused on how service guarantee affected business operating performance and customer satisfaction. However, the researches rarely searched for the administration influence affected by service guarantee. Therefore, the design of this study is using experiment to explore the influence between job stress and job satisfaction, while the enterprise addresses the service guarantee. Also, the model uses empowerment to be the moderator, adopts 2×2 factor design and total is 4 treatments. There are four important results in the study. First, while addressing service guarantee, there are more job stress for employees. Secondly, job stress and job satisfaction are negative correlated. Third, job satisfaction is lower caused by job stress interference. Fourth, empowerment could moderate the relationship between service guarantee and job stress.
Appears in Collections:	[Department of International Trade 7 Graduate Institute of International Trade ] Thesis

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