高績效工作系統、員工正向工作情感對工作敬業心之影響研究

The Influence of High Performance Work Systems and Positive Affectivity on Job Engagement

許家甄(Chia-Chen Hsu)

指導教授 ： 黃良志

國立中正大學/社會科學院/勞工關係學研究所/碩士(2014年)

摘要

近年來，臺灣連鎖服務業蓬勃發展帶來可觀的經濟效應，但不論是在國內或海外，連鎖服務業皆面臨人才培育不易及短缺的問題。如何藉由策略性、系統性的人力資源管理措施解決人才問題，是連鎖服務業提升整體績效及維持產業競爭力所須優先思索考量的課題。
高績效工作系統（High Performance Work Systems, HPWS）是指策略性、系統性的人力資源管理措施，為廣大企業所採用以達到績效目標。連鎖服務業如何藉由高績效工作系統使員工展現應有的角色績效，進而達到企業整體績效目標與維持競爭優勢，為本研究之研究動機及所要探討的。
本研究以組織層次之高績效工作系統為自變項，以個人層次之工作敬業心為依變項，並以個人層次的員工正向工作情感為中介變項，以檢驗員工正向工作情感對高績效工作系統及工作敬業心間之中介效果。
本研究採用立意取樣法，藉由人際網絡尋找願意配合的連鎖服務業品牌之分店共計110家，配合本研究問卷調查，研究對象為各分店第一線服務人員。為減低共同方法變異的影響，本研究問卷調查採二階段發放，最後回收有效問卷共計401份。採用階層線性模式（HLM）進行主要的假設驗證，以檢驗高績效工作系統、員工正向工作情感及工作敬業心等三個變項間之關係。
研究結果顯示，高績效工作系統對員工正向工作情感具顯著正向影響，而高績效工作系統對工作敬業心也具顯著正向影響。此外，員工正向工作情感對工作敬業心也呈現顯著正向影響，且員工正向工作情感對高績效工作系統與工作敬業心間具完全中介效果。最後，本研究依據研究結果，提出相關理論與對企業、管理者及員工之實務建議。

關鍵字

正向工作情感 ； 高績效工作系統 ； 工作敬業心

並列摘要

Chain service industry has brought considerable economic effects worldwide. As a result, the shortage as well as the training of professional and talented persons has bothered most of the businesses. Taiwan is of course not an exception. How to strategically and systematically solve the problem and at the same time upgrade the overall performance and maintain competiveness in the industry has become an important issue.
High Performance Work System (HPWS), which is a strategic and systematic human resource management practices, are adopted by the majority of enterprises to meet performance targets. The motivation of this study is to explore how chain service industry may apply HPWS to the company so that the employees may exert their role performance, and in turn, achieving the overall goal and maintaining a competitive advantage.
The final goal of this study is to examine the effect of the organizational level of HPWS on the degree of job dedication, and furthermore, the study also examines if the aforementioned effect is interfered by personal positive affectivity. Hence, the organizational level of HPWS is taken as the independent variable in the study, the degree of job dedication is the dependent variable and personal positive affectivity is the mediated variable.
Purposive sampling method is adopted in the study. The first line workers from 110 chain stores in the chain service industry were invited to complete the questionnaires. The distribution of the questionnaires was divided into two stages to reduce the covariance. Totally 401 valid questionnaires were collected. Hierarchical linear model was applied to test the research model.
The results of the study show that HPWS positively affects personal positive affectivity, and HPWS also positively affects the degree of job dedication. In addition, personal positive affectivity affects the degree of job dedication, and it is also confirmed that personal positive affectivity is the mediator between HPWS and the degree of job dedication. Suggestions and conclusions are proposed to the businesses, managements and employees at the end of the paper.

並列關鍵字

positive affectivity ； high-performance work systems ； job engagement

參考文獻

王湧水、黃同圳、呂傳吉（2005），事業策略、人力資源管理策略與組織績效關係之探討，人力資源管理學報，5(2)，1-18。

何青燕（2013），員工正向情感特質與職家衝突間關係之中介機制探討，國立台北科技大學經營管理研究所碩士論文。

余鑑、于俊傑、蔡尚鈞、劉曾若（2011），人力資源管理對組織承諾之影響─以敬業貢獻度為中介變項，創新研發學刊，7(1)，75-89。

呂家美、林佩芬、曹瓊文（2008），高績效人力資源管理措施對工作績效、離職傾向之影響-以美髮服務業爲例，美和技術學院學報，27(2)，95-112。

林鉦棽、凌欣慧（2004），雙重承諾理論系統下之生涯階段對員工組織退卻行為與組織公民行為的影響：以護理從業人員為例，朝陽商管評論，3(1)，19-54。