工作形塑的重要性：探討核心自我評價與角色外顧客服務行為關係之中介效果

The Importance of Job Crafting : Testing The Mediating Effect on The Relationship between Core Self-Evaluations and Extra-Role Customer Service Behavior

陳冠年 ； 林淑慧

《勞資關係論叢》 23卷1期 (2021/06) Pp. 80-93

摘要

當前高度發展國家以服務導向組織甚多，顧客知覺服務品質後之反應為企業重視的指標，因此探討第一線服務人員之角色外顧客服務行為格外重要，然而，過去研究鮮少以性格為觀點進行研究其中機制。本研究以提升工作資源為觀點，提出核心自我評價透過工作形塑影響導致角色外顧客服務行為。研究對象以台灣第三類部門產業接觸顧客之服務人員為主，包含產品銷售人員、保險員、業務人員、櫃台人員等，透過立意抽樣進行問卷調查，共計回收167份有效問卷。分析結果發現工作形塑對核心自我評價和角色外顧客服務行為之關係具有中介效果。

關鍵字

核心自我評價 ； 工作形塑 ； 角色外顧客服務行為 ； 「工作資源－需求」模式

並列摘要

This study aims to job demands-resources model enhance the job Resources. Job crafting has a significant mediating effect on the relationship between core self-evaluations and extra-role customer service behavior is presented. This study suggested that should include job crafting as a reference indicator of human resource development so that employees will improve their initiative and Innovation, thereby promoting positive growth in organizational performance. The research subjects in this study are frontline service staff, including product sales personnel, insurance personnel, Account, counter personnel, etc. Purposive sampling was adopted to select questionnaire participants, and 167 valid questionnaires were retrieved. After the regression and correlation analysis, the results are as follows job crafting has a significant mediating effect on the relationship between core self-evaluations and extra-role customer service behavior.

並列關鍵字

Core Self-Evaluations ； Job Crafting ； Extra-Role Customer Service Behavior ； Job Demands-Resources Model