第一線服務人員知覺服務氣候、心理契約、工作敬業對組織公民行為之影響-以就業服務中心為例

近年來隨著環境轉變及民眾積極參與公共事務，民眾對政府提供的服務有更高的期待，其員工如願意超越工作說明書之業務範疇，自發性付出，對於提升服務品質及機關形象均有幫助；而機關所塑造的服務氣候及員工所感知與組織間心理契約的模式(關係型或交易型)，也會影響到組織公民行為的程度。本研究以中彰投分署所屬各就業中心第一線服務人員為研究對象，主要探討服務氣候、組織公民行為、心理契約及工作敬業之關聯，以量化方式進行實證研究，共回收305份有效問卷，獲得結論如下：一、組織的服務氣候越高，組織公民行為越高。二、第一線服務人員感受到的關係型心理契約越高，組織公民行為越高。三、第一線服務人員感受到的交易型心理契約越高，組織公民行為越低。四、關係型心理契約對服務氣候及組織公民行為具有正向調節作用。五、交易型心理契約對服務氣候及組織公民行為具有負向調節作用。最後根據研究結果，提出管理意涵及未來研究之建議。

關鍵字

服務氣候；組織公民行為；心理契約；工作敬業

並列摘要

As public interest in the government has increased and citizens have begun to more actively participate in public affairs, people have higher expectations for the quality of service provided by the government. If government employees are willing to spontaneously contribute beyond their job description, the quality of service will be improved and the government’s image enhanced. Government units have been developing their own unique service climates which impact the level of organizational citizenship behavior, as do employee perceptions of relational or transactional psychological contracts. This study takes employment service center frontline workers in the Workforce Development Agency (Taichung-Changhua-Nantou Regional Branch) as the research object. It aims to understand the relationships between service climate, organizational citizenship behavior, psychological contracts, and work engagement. A total of 305 valid quantitative questionnaire responses were collected from frontline workers. The conclusions of this study are as follows: 1.The higher the service climate in the organization, the more organizational citizenship behavior is shown. 2.The more frontline employees perceive a relational psychological contract, the more organizational citizenship behavior is shown. 3.The more frontline employees perceive a transactional psychological contract, the less organizational citizenship behavior is shown. 4.A relational psychological contract positively mediates the relationship between service climate and organizational citizenship behavior. 5.A transactional psychological contract negatively mediates the relationship between service climate and organizational citizenship behavior.