人際衝突為組織管理實務中普遍存在的現象和議題。本研究以組織中工作團體的員工為問卷調查對象,運用跨層次理論中的階層線性模式(HLM)作為分析工具,引用組織社會—技術系統觀點選擇團體層次變項,探討個體層次成員任務衝突及關係衝突對於工作績效及組織公民行為的影響,團體層次任務相依性和團體凝聚力等變項對於個體層次工作績效及組織公民行為的脈絡效果,以及團體層次變項對於個體層次人際衝突與工作績效及組織公民行為的跨層次調節效果。 本研究共有效回收154個團體616份主管—員工配對問卷。資料分析結果發現,個體層次成員任務衝突對於工作績效及組織公民行為具有顯著的正向影響,關係衝突對於工作績效及組織公民行為具有顯著的負向影響。團體層次的團體凝聚力對於個體層次成員的工作績效及組織公民行為具有顯著的正向脈絡效果。團體層次的任務相依性和團體凝聚力對於個體層次成員的關係衝突與組織公民行為的負向關係皆具有顯著的跨層次調節效果,團體任務相依性會減緩成員關係衝突對於人際利他、組織公益等組織公民行為的負向影響,而團體凝聚力則會減緩成員關係衝突對於人際利他組織公民行為的負向影響。本研究針對研究發現在理論發展和管理實務上的意涵進行討論,並提出具體建議。
The interpersonal conflicts in organizations’ management practice are existing common phenomena and important issue. This study samples task groups’ employees in Taiwanese private and public organizations, surveys with questionnaire method, and utilizes Hierarchical Linear Modeling (HLM) of multilevel theory as analysis tool. We cite Sociotechnical System viewpoint to select group level variables – task interdependence and group cohesion – to explore multilevel effects on employees’ task conflict and relationship conflict and their subsequent variables in individual level. Present study collected 616 supervisor – subordinate dyad questionnaires from 154 groups. Results from data analyses showed that: (1).Group members’ task conflict may significantly positively affect their performance and OCB, their relationship conflict may negatively affect performance and OCB. (2). Group cohesion may have direct contextual effect on members’ performance and OCB. (3).Group task interdependence and group cohesion may have cross-levelly moderating effect between members’ interpersonal conflict and performance and OCB. This study discussed research findings both in terms of theoretical development and of practical management implications.