由於企業電子化的普及與國際化的發展趨勢,台灣企業已有72.78%已經導入ERP系統。資訊服務業早已深植在各個產業,幫助其內部成員溝通更為快速、準確,提高企業的效率。然而,在過往的研究中,對於資訊服務業的研究甚少,尤其在服務行為方面可謂寥寥無幾。本研究根據主動行為與主動售後服務之相關文獻,提出主動服務行為之模型,透過中介機制─自我效能連結各假設,以探討主動服務行為之前置因素。本研究以250名資訊服務業員工為實證研究對象,接著再以LISREL進行量化分析。本研究發現:員工發生主動服務行為會受到自我效能的影響。再者,本研究發現轉換型領導、團隊─成員交換關係與顧客導向會透過中介機制影響員工主動服務行為的發生。整體而言,本研究提供資訊服務業在管理上一個實務的參考與建議。
Due to the E-Business and the internationalization trend, here are already 72.78 percent of Taiwan enterprises adopt the ERP system. Information services industry has deeply rooted in each industry, helping internal members to communicate more quickly, accurately, and to improve the efficiency of the enterprises. However, there are few studies on the Information Service Industry, especially in the aspect of service behavior. Based on the relevant literature of proactive behavior and proactive postsales service, this research proposes a model of the proactive service behavior and which through self-efficacy to connect each pre-factors. This research collected 250 observation from staffs of information service companies. This research found that the proactive service behavior is affected by self-efficacy. Furthermore, this study shows that three proposed antecedents can trigger proactive service behavior through self-efficacy. Overall this research is show a consideration of the key managerial and implications in Information service industry.