1985諮詢服務專線對組織溝通滿意度及組織承諾的影響

國軍為推動申訴制度，促進人權保障，自民國90年即以設置電話專線作為申訴溝通管道，並經數年精進改革後，成為現在的「1985諮詢服務專線」，其作用在於以「積極的態度、客觀的角度」協助官兵及眷屬解決疑難，化解與組織互動間的誤會及對立，其目的即在於提升組織內部之溝通效能，藉以強化官兵對於組織之認同及歸屬，亦即組織承諾，並進而提升官兵留營意願，能安心及放心地繼續為國效力。本研究係透過網路問卷形式，以國軍人員為研究對象，探討「1985諮詢服務專線」對於該國軍組織的溝通滿意度及組織承諾的影響，並研析組織溝通滿意度與組織承諾的關係。本研究發現「1985諮詢服務專線」作為組織溝通的模式，對於組織成員而言，確能有效提升組織溝通滿意度，且「1985諮詢服務專線」亦能增進組織承諾；同時，本研究證實，溝通滿意度確能正向影響組織承諾。故「1985諮詢服務專線」不僅能直接增進組織承諾，並能透過提升組織溝通滿意度而正向影響組織承諾，使國軍人員在認知上能較為認同組織的目標與價值，在行為上能投入自己的心力與努力，在情感上能對組織產生互生共利態度及歸屬感，亦即對於所屬的團體能形成高度的組織承諾，而高度的組織承諾，即代表著團結同心及留營效力的意願，決定軍隊的士氣與戰力的良窳。

關鍵字

1985諮詢服務專線；組織溝通滿意度；組織承諾

並列摘要

In order to promote the complaint system and the protection of human rights, the National Army has set up a special telephone line as a communication channel for complaints since 2001. After several years of intensive reforms, it has become the current "1985 Advisory Service Line" to help military men and their relatives solve problems, resolve misunderstandings and conflicts between interactions with the organization on the position of positive attitude and objective perspective. Its purpose is to enhance the communication efficiency within the organization, so as to strengthen the recognition and belonging to the organization, that is, the organizational commitment. It will increase the willingness of the military men to stay in the camp, so that they can continue to serve the country with peace of mind. This research uses the form of online questionnaires with military personnel as the research object to explore the impact of the "1985 Advisory Service Line" on the organizational communication satisfaction and organizational commitment, and analyze the relationship between organizational communication satisfaction and organizational commitment. This study found that the "1985 Advisory Service Line" as a mode of organizational communication can effectively improve organizational communication satisfaction for the members of the organization, and the "1985 Advisory Service Line" can also increase organizational commitment; at the same time, this research confirms that organizational communication satisfaction can positively affect organizational commitment, and "1985 Consulting Service Line" is partly due to the intermediary adjustment of organizational communication satisfaction, which positively affects organizational commitment. Therefore, the "1985 Advisory Service Line" can not only directly increase organizational commitment, but also positively influence organizational commitment by improving organizational communication satisfaction, so that military personnel can recognize the organization’s goals and values, invest in behavior and emotionally generate a mutual-benefit attitude and a sense of belonging to the organization, that is, form a high degree of organizational commitment to the group to which it belongs. The high degree of organizational commitment represents unity, concentricity and staying in the camp, which determines the morale and combat effectiveness of the army.