The Influence of Workplace Friendship on Organizational Citizenship Behavior in Service Industry: the Mediating Role of Organizational Identification

服務業員工職場友誼對組織公民行為之影響：組織認同的中介效果

許逢修(Fong-Siou Hsu) ； 吳淑鈴(Shu-Ling Wu)

《管理研究學報》 15卷2期 (2015/12) Pp. 85-119

https://doi.org/10.6626/MR.2015.15(2).04

摘要

自發性組織公民行為一直為組織行為學界的研究焦點，學者不僅研究其效益，更致力探討發生成因。本研究從非正式組織關係切入，探討服務業員工職場友誼對組織公民行為的影響，亦針對組織認同的中介效果進行瞭解，以2012天下雜誌前500大服務業為母體，針對服務業員工進行調查，共發放463份問卷，有效問卷348份，有效回收率為75.2%。研究結果指出職場友誼的建立會對組織公民行為具顯著正向影響，而組織認同則扮演部分中介角色，即當員工有較多機會建立職場友誼關係時，愈能促進成員間對組織信念與相關資訊的分享，使成員對組織價值觀有更深入瞭解，並產生與組織休戚與共的認同感，進而展現更多組織公民行為。最後，根據分析結果提出管理意涵與未來研究建議。

關鍵字

職場友誼 ； 組織公民行為 ； 組織認同

並列摘要

The spontaneous organizational citizenship behavior has been a focus for organizational behavior research. Not only the benefits which such a behavior might bring but also the causes of its occurrence have been extensively investigated. Grounding on the perspective of the informal relationship among organizational members, this study explored the influence of the service workers' workplace friendships on the organizational citizenship behavior. In addition, the mediating effect on the above relationship was also studied. To test the relationships between variables, the top 500 service companies listed in World Magazine in 2012 were adopted as research population, and questionnaires were mailed to the employees who work in service industry. A total of 463 questionnaires were released and 348 valid questionnaires were returned. The valid response rate was 75.2%. The finding of this research indicated a significantly positive influence of the workplace friendships on the organizational citizenship behavior. In addition, a partial mediating effect of the organizational identification on the above relationship was also found. Specifically, when employees have more opportunities to build workplace friendships, they will be more likely to share their organizational belief and information and as a result, members will understand the organizational value more deeply and generate the organizational identification of fellowship in prosperity and adversity, and show more organizational citizenship behavior. Based on the results, this paper concluded with theoretical and practical implications.

並列關鍵字

Workplace Friendship ； Organizational Citizenship Behavior ； Organization Identification

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