薪資滿足與服務領導對工作績效之影響-以勞資關係為中介變項

本研究者先前任職的日商公司台灣富士全錄(Fuji Xerox)在2018年10月因資遣與勞資問題而發生罷工行動。以此次經驗，本研究者開始思考若公司能有良好的薪資政策以及領導風格，是否能給公司帶來正向影響。因此本研究主題為探討薪資滿足、服務領導、工作績效與勞資關係四者間之關係及其相互之影響性。根據以往學者們的研究，企業領導者在良好的勞資關係下，可以對外建立親民之形象；而對內則能有效的減少員工不滿或離職，除此之外，也能提高工作效率。再來，研究發現，企業若在薪資能夠讓員工感到滿意，員工的工作效率也會有所提升。當公司重視員工感受時，員工會感到受到尊重與重視，除了會更加認真工作外，也能夠維持勞資雙方共贏的局面。研究對象以中華民國之工作者為調查對象，並且採用量化之問卷方式，輔以立意抽樣問卷調查法，向全國發放300份問卷，回收有效樣本數為 274份，有效之回收比率為 91.3%。經由文獻資料探討以及問卷設計調查，再依有效問卷中之資料，採用敘述統計、項目分析、信度檢定、因素分析、階層迴歸分析、T檢定、單因子變異數分析進行驗證分析。對薪資滿足、服務領導、工作績效與勞資關係四者間之關係做出結論、討論及建議。本研究之結果可以證實假設(1)服務領導對勞資關係有顯著正向影響、(2)薪資滿足對勞資關係有顯著正向影響、(3)服務領導對工作績效有顯著正向影響、(4)薪資滿足對工作績效有顯著正向影響，以上四項假設經過資料分析皆獲得支持而成立。(5)勞資關係在服務領導對工作績效之影響上有顯著正向中介作用、(6)勞資關係在薪資滿足對工作績效之影響上有顯著正向中介作用。兩個假設根據資料分析，可獲得部份支持。本研究可提供之管理意涵為創造令員工滿足之薪資水平，以提高員工的工作績效。還有透過服務領導令員工信服，以正向提升工作績效。最後是重視並努力提高公司跟員工之勞資關係，因其在薪資滿足、服務領導對工作績效的影響上具有中介效果。良好且合理的薪資待遇以及發自內心為部屬服務的服務型領導風格，經研究證實能有效提升員工的工作績效，也能維持勞資雙方的和諧關係，是管理措施中極為重要的手段。

關鍵字

薪資滿足；服務領導；工作績效；勞資關係

並列摘要

Fuji Xerox Taiwan, a Japanese background company, where author of this thesis had worked before, occurred worker strike in October, 2018 due to the labor relation & lay off issue. This makes author starts to think how much good effect will bring to company if good salary policy and leadership style are made according to this strike experience. In the research report publish by researcher Pin-Fenn Chou(周萍芬) and Ya-Chun Tsai(蔡亞純) in 2004, a well/fair enough design salary payment and policy model, could not only satisfies both company and employees, but also motivates morale of employees and increases coherence, this will make labor relation become more positive. Therefore, this thesis is subject to explore relation and effect of each other between four elements, salary satisfaction, service leadership, job performance and labor relation. According to past research, reports done by Che-Yen Chen(陳哲彥) in 1998 and Hao-Wen Cheng(鄭皓文) in 2008, indicates good labor relation will increase job performance notably. This might be achieved by negotiation between capital and labor, to ensure rights, obligations and benefits to both sides. One done by Han-Xiong Lee(李漢雄) in 2000, thinks a harmony labor relation is an indispensable key element of a company to gain success. “To attach importance onto salary benefit of employees" is considered as the most important way to enforce labor relation into win-win situation. In the other hand, report made by Lucas in 1985 indicates leader’s consideration to employee is related to employee’s performance. Other research made by Min-Chou Hung(洪明洲) in 1997 thought different kind of leadership methods used by leader will effect employee’s work performance tremendously. Summarizing those reports above, by making good salary policy, maintaining harmony labor relation and lead employee with compassionate way, it’s a must-do step for success leader of company to maintain win-win situation between capital and labor. Thus, this thesis makes these hypotheses below: 1. Service leadership will bring significantly positive effect to labor relation. 2. Salary satisfaction will bring positive effect to labor relation. 3. Service leadership will bring positive effect to job performance. 4. Salary satisfaction will bring positive effect to job performance 5. Labor relation in service leadership have tremendously positive intermediary effect on job performance. 6. Labor relation in salary satisfaction have tremendously positive intermediary effect on job performance. 7. Different demographic variable of workers has tremendously difference on job performance in labor relation, salary satisfaction and service leadership. Base on 274 retrieved effective questionnaires, after data analyzed, hypothesis 1, 2, 3 and 4 are successfully established. Hypothesis 5 and 6 are partially supported after verification. On hypothesis 7, Different demographic variable of workers has tremendously difference on job performance in labor relation, salary satisfaction and service leadership, according to verification result, notable partially difference exist is known. The management content afford by this thesis is to create enough salary satisfaction to employee, as to increase their job performance. in the other hand, convincing employee through service leadership, to elevate job performance positively also a good way to use. Finally, attach importance and take effort to raise labor relation between capital and employee could be crucial as it plays a significant mediating role between salary satisfaction and service leadership to job performance. Good/fair salary policy and service leadership style of “to serve subordinate from heart” style are proven as an effective way to increase employee’s job performance based on this research. Also, it maintains harmony relation between capital and employee, this has been verified as an important step in company management.