知覺組織支持、工作滿足對工作投入與服務導向組織公民行為之影響

The Influence of Perceived Organizational Support, Job Satisfaction on Job Involvement and Service-Oriented Organizational Citizenship Behaviors.

陳姝伶(Chen, Shu-Ling)

指導教授 ： 陳銘薰

國立臺北大學/商學院/企業管理學系/碩士(2012年)

摘要

在服務產業裡，第一線服務同仁為該組織裡直接接觸顧客，顧客對該組織感受最直接之關鍵。員工為企業與顧客之間最重要的一個連節，亦是在一個企業組織裡最重要的資產，若公司想要留住好人才，首要條件為使員工在工作上獲得滿足，且感受到組織支持，才會產生較高的工作投入與較優之服務行為。
本研究以國內某一交通運輸公司之一線服務人員為研究對象，根據國內外學者所提出的理論為發展分析架構，進行研究假說驗證，針對一線同仁對於組織給予之支持是否會提昇其在工作的滿足感，進而影響其對工作投入與服務導向組織公民行為。
本次回收有效樣本為748份，其研究結果顯示：(1)知覺組織支持對工作滿足有正向影響；(2)工作滿足對工作投入有正向影響；(3)工作滿足對服務導向組織公民行為有正向影響；(4)工作滿足對於知覺組織支持與工作投入間具有完全中介效果；(5)工作滿足對於知覺組織支持與服務導向組織公民行為間具有部份中介效果。基於上述的結果得知，各構面間都呈現顯著之相關，且在該運輸公司之一線服務同仁，可以藉由知覺組織支持來提升對工作滿足，透過於此來增加其員工在工作投入正面態度與增加服務導向組織公民行為。

關鍵字

知覺組織支持 ； 工作滿足 ； 工作投入 ； 服務導向組織公民行為

並列摘要

In service industry, first-line staff is the most key point of directly facing customers in the organization and affecting customers’ feeling to the organization. The staff is the most important link between enterprise and customers, and is also the most important assets in the organization. If the company wants to keep talented people, first thing is to make the staff feel job satisfaction and perceive organizational support. Then they will bring higher job involvement and better service behaviors.
The study researched first-line staff of certain communications and transportations company as an object of study. According to the theory domestic and foreign scholars proposed as development analysis construction, and it is proposed to confirm the hypotheses. We focus on whether organizational support to first-line staff will promote job satisfaction, and then affect job involvement and service-oriented organizational citizenship behaviors.
A total of 748 questionnaires were valid sample. The following is the result of the study:(1)Perceived organizational support has a positive impact on job satisfaction; (2)Job satisfaction has a positive impact on job involvement;(3)Job satisfaction has a positive impact on service-oriented organizational citizenship behaviors;(4)Job satisfaction has a total intermediary effect between perceived organizational support and job involvement;(5)Job satisfaction has a partial intermediary effect between perceived organizational support and service-oriented organizational citizenship behaviors.
According to the above-mentioned result, each construct was correlated. It shows that we can promote job satisfaction by making perceived organizational support to first-line staff of certain communications and transportations company. Through these, we can promote the staff to involve positive attitude to the job and to raise service-oriented organizational citizenship behaviors.

並列關鍵字

perceived organizational support ； job satisfaction ； job involvement ； service-oriented organizational citizenship behaviors

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