師徒制、團隊凝聚力、社會支持與組織公民行為關係之研究-以C公司為例

本研究探討中華電信企業客戶科的師徒制、團隊凝聚力、社會支持與組織公民行為之關係；因中華電信面臨龐大的退休潮，五年內屆齡退休人數超過5000人，超過目前員工總人數的五分之一；因此，新進同仁如何融入團隊，進而增強其團隊凝聚力，影響同仁之組織公民行為，成為中華電信人力資源管理當前重要的議題。　　本研究以中華電信企業客戶科全體員工為調查對象，進行普查，總計回收有效問卷127份。本研究自變項為「師徒制」，中介變項為「團隊凝聚力」，依變項為「組織公民行為」，而干擾變項為「社會支持」共四項變數。探討中華電信企業客戶科全體員工各變數間之關係，以供中華電信企業客戶科作為日後人力資源管理之參考。　　根據設立的研究假說，從問卷樣本回收後取得資料，以SPSS統計分析軟體進行統計分析，研究結果發現：一、中華電信企業客戶科「師徒制」會正向影響同仁的「團隊凝聚力」。二、中華電信企業客戶科同仁的「團隊凝聚力」會正向影響其「組織公民行為」。三、中華電信企業客戶科同仁的「團隊凝聚力」，對「師徒制」與「組織公民行為」的關係具有完全中介效果。四、中華電信企業客戶科「師徒制」與「團隊凝聚力」間之關係，不會受到「社會支持」之干擾。

關鍵字

師徒制；團隊凝聚力；組織公民行為；社會支持

並列摘要

This research is to study the relationships between mentoring, group cohesion, social support and organizational citizenship behavior (OCB) in Chunghwa Telecom Corporative Services Section because, over the next five years, Chunghwa Telecom will have more than 5000 employees retiring, which is more than one-fifth of its current total number of employees. It’s crucial to learn how to integrate new hires to the team to increase team cohesion and to learn how to motivate OCB. In this research, there are four different types of variables: The independent variable is mentoring, the intervening variable is group cohesion, the dependent variable is OCB, and the moderator variable is social support. A questionnaire was designed for this research and was given to all members of the Chunghwa Telecom Corporative Services Section to be a future reference for human resource purposes. 127 valid questionnaires were returned, and using SPSS Statistics to analyze the questionnaire data, the research results show: I.Mentoring positively impacts group cohesion in Chunghwa Telecom Corporative Services Section. II.Group cohesion positively impacts OCB in Chunghwa Telecom Corporative Services Section. III.Group cohesion completely intervenes between mentoring and OCB in Chunghwa Telecom Corporative Services Section. IV.Social support has no interference to the relationship between mentoring and group cohesion in Chunghwa Telecom Corporative Services Section.