組織支持、組織認同與服務導向組織公民行為：餐旅飯店服務人員的實證

Perceived of Organizational Support, Organization Identification and Service-Oriented Organizational Citizenship Behavior: An Empirical Study on Hospitality Service Providers

李俊賢(Chun-Hsien Lee) ； 黃芳銘(Fang-Ming Hwang) ； 鍾莉容(Li-Jung Chung)

《休閒事業研究》 8卷2期 (2010/06) Pp. 49-67

https://doi.org/10.6746/LIR.201006_8(2).0004

摘要

本研究探討國際觀光旅館第一線服務人員，所感受到被組織重視與關心福祉的知覺組織支持程度與員工組織認同的關係，進而願意展現服務導向組織公民行為的影響。以回收有效問卷155份進行分析的結果發現：一、知覺組織支持與組織認同有正向關連；二、組織認同分別與忠誠、服務傳遞、參與等三種服務導向組織公民行為有正向關連；三、組織認同於知覺組織支持與服務傳遞公民行為的中介效果最強，而組織認同在知覺組織支持與忠誠公民行為、參與公民行為則分別存在部分中介效果。最後，本研究依據實證結果發現，提出對第一線服務人員管理實務與研究上之結論與建議。

關鍵字

知覺組織支持 ； 組織認同 ； 服務導向組織公民行為

並列摘要

This study among 155 first-line service providers in the international tourist hotel examined individual perceived organizational support that are related to service-oriented organizational behavior through organizational identification. We found that employee perceived organizational support was positively related to his/her organizational identification. Employee organizational identification was positively related to all three service-oriented OCBs, loyalty, service-delivery and participation. Additionally, employee perceived organizational support was positively related to service-delivery behavior and this effect fully and strongly mediated by organizational identification; the induced effects of perceived organizational on loyalty behavior and participation behavior were partially mediated by organizational identification. The article concludes with a discussion of implications for future research and management practice.

並列關鍵字

perceived organizational support ； organizational identification ； serviced-oriented organizational behavior