師徒職涯功能對工作績效之影響：中介與干擾的混合影響

The Impact of Mentoring Vocational Function on Job Performance: The Mixed Effect of Mediating and Moderating

黃識銘(Shyh-Ming Huang) ； 范凱棠(Kai-Tang Fan)

《管理學報》 36卷1期 (2019/03) Pp. 83-116

https://doi.org/10.6504/JMBR.201903_36(1).0004

摘要

依據社會交換理論觀點，組織中的「師徒職涯功能」會讓員工投以較高的組織承諾，進而提升其「工作績效」；然而顧客對員工的負面影響，容易使員工基於報復心理產生「服務破壞意圖」以作為報復，因而干擾師徒職涯功能與組織承諾對工作績效之正向效益。本研究以台灣地區汽車銷售公司業務代表為對象，回收有效樣本266份，經無反應偏差及同源偏差檢定證明本研究資料無偏誤疑慮。研究結果不僅驗證師徒職涯功能與組織承諾對工作績效有正向影響，也證實組織承諾乃師徒職涯功能與工作績效之部分中介效果；亦證實服務破壞意圖對師徒職涯功能與工作績效的關係具干擾效果，其為減輕型態；服務破壞意圖對組織承諾與工作績效的關係具干擾效果，其為違犯型態，確認本研究為干擾型中介效果模式。本研究據以進行理論與實務意涵之討論，並提出相關未來研究方向。

關鍵字

師徒職涯功能 ； 組織承諾 ； 工作績效 ； 服務破壞意圖

並列摘要

Based on social exchange theory, the mentoring vocational function enable employees engage higher organizational commitment to promote their job performance. However, employees would easily generate service sabotage intention caused by retaliation toward customers' negative feedback. Hence, service sabotage intention is expected to moderate the relationship of mentoring vocational function and organization commitment on job performance. 266 employees from Taiwanese automobile industry were surveyed, the non-response bias and common-method bias were tested and no serious threat was found. Results suggest that mentoring vocational function and organizational commitment have positive effects on job performance, and mentoring vocational function has positive impact on organizational commitment. Organizational commitment is additionally found to have partial mediating effect of mentoring vocational function and job performance. Service sabotage intention has moderating effects between mentoring vocational function and job performance, i.e., mitigating pattern. In addition, service sabotage intention has moderating effects between organizational commitment and job performance, i.e., violating pattern. The achieved results have confirmed the model of the mixed effects of moderating and mediating. Theoretical implications have been suggested along with the direction for future researches.

並列關鍵字

mentoring vocational function ； organizational commitment ； job performance ； service sabotage intentions

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