交易型領導、轉換型領導、工作特性與組織公民行為關係之研究-以A公司客服人員為例

The Study of the Relationship among Transformational Leadership, Transactional Leadership, Job Characteristics and Organizational Citizenship Behavior

張潔如(Chieh-Ju Chang)

指導教授 ： 李弘暉

元智大學/管理學院/企業管理學系/碩士(2004年)

摘要

組織公民行為已經成為組織行為學中的顯學，許多的研究顯示當員工表現越多的組織公民行為時，有利於組織的長期績效與永續發展。因此，不論是組織或是領導者，都應該致力於提升員工的組織公民行為。
本研究根據相關文獻的探討，認為主管的領導風格，在此以轉換型領導與交易型領導作為討論、員工知覺的工作特性，會影響部屬的組織公民行為表現。並且進一步的認為，主管的領導風格會影響到員工感受到的工作特性，因為部屬認為自己被賦予責任，因而會激起內在的工作動機，之後便影響到組織公民行為的展現。換言之，部屬會表現出超過預期或是規定的目標成果，亦即以組織公民行為作為對組織與領導者的回饋。在此以客服人員作為研究對象。
研究結果顯示：（1）交易型領導與轉換型領導，對知覺工作特性以及組織公民行為有正向影響。（2）知覺工作特性對組織公民行為有正向影響。（3）交易型領導與轉換型領導，會透過知覺的工作特性而影響員工的組織公民行為。（4）轉換型領導對組織公民行為的正向影響大於交易型領導，但是在知覺工作特性上卻小於交易型領導，此結果與客服人員此樣本特性有關。

關鍵字

組織公民行為 ； 領導 ； 工作特性 ； 轉換型領導 ； 交易型領導

並列摘要

Organizational citizenship behavior (OCB) has become the popular topic in the studies of the organizational behavior. Many studies have proven the significance of the OCB because it can improve the effectiveness of the organizations in the long run.
After careful literature review, we found that the managers’ leadership style including transformational and transactional leadership and job characteristics would influence the OCB positively. Furthermore, the leadership could affect OCB through job characteristics as the mediator. Leadership influences the employees’ perception of the job characteristics, and encourages them to work cheerfully. When employees are respected and get actualization from their jobs, they are willing to do something good to organizations and other members as the feedback. We take an example of the call-center employees in A company to prove the relationship.
The outcomes of this study are as follows: (1) Transformational and transactional leadership affect job characteristics and OCB positively. (2) Job characteristics affect OCB positively. (3) The job characteristics is a mediator between leadership and OCB. (4) Transformational leadership has a positive influence on OCB larger than transactional leadership, but smaller than transactional leadership on the job characteristics.

並列關鍵字

organizational citizenship behavior ； leadership ； job characteristics ； transformational leadership ； transactional leadership

參考文獻

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