高績效工作系統對服務導向組織公民行為之影響－以情感性承諾為中介效果

The Influence of High Performance Work System on Service-Oriented Organizational Citizenship Behavior: Affective Commitment as a Mediator

楊詠詠(Yung-Yung Yang)

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(2016年)

摘要

本研究以高績效工作系統為自變項、服務導向組織公民行為為依變項，並以情感性承諾為中介變項，探討三者間之關係，並驗證情感性承諾是否在高績效工作系統及服務導向組織公民行為間具中介效果。
本研究以台灣北、中、南區之餐飲、房屋仲介，以及百貨與一般零售等第一線服務人員為研究對象，透過問卷調查法瞭解台灣地區服務業實施高績效工作系統之現況，為避免出現共同方法變異問題，本研究區分二階段進行資料蒐集，第一階段共發放739份問卷，回收有效問卷448份，有效問卷回收率為60.62%；第二階段則再以第一階段之448份問卷發放，回收有效問卷為329份，有效問卷回收率為73.44%，總計來自於90家連鎖店。樣本資料經初步統計運算後，以相關分析及階層線性模式進行假設驗證。
研究結果顯示：(1)實施高績效工作系統會正向影響員工對組織產生情感性承諾；(2)實施高績效工作系統會正向影響員工產生利於他人與組織的服務導向組織公民行為；(3)情感性承諾會正向影響員工產生服務導向組織公民行為；(4)情感性承諾在高績效工作系統與服務導向組織公民行為間具部分中介效果。
依據研究結果，提出具體研究結論與建議供實務界與後續研究之參考。

關鍵字

情感性承諾 ； 高績效工作系統 ； 服務導向組織公民行為

並列摘要

This study is to explore the relationships among high performance work system, service-oriented organizational citizenship, and affective commitment. Meanwhile, affective commitment was used to investigate the mediating effect between high performance work system and service-oriented organizational citizenship behavior.
The population of the study are from Taiwan's northern, central and south zone of service industry of service staff. The staffs of chain service industry from northern, central, and southern Taiwan were subjects in the study. In order to reduce common method variance, the two-wave questionnaire survey was used to collect data in the study. There were 739 questionnaires distributed at the first phase and 448 valid questionnaires were returned. The valid response rate was 60.62%. Furthermore, 448 questionnaires were issued at the second phase and 329 valid questionnaires were returned. The valid response rate was 73.44% including 90 chain stores in total. The statistical analysis methods of Pearson correlation analysis and hierarchical linear modelling were used to conduct hypothesis test. The results of the study are as below:
1. High performance work system has significantly positive influence on affective commitment.
2. High performance work system has a significantly positive influence on service-oriented organizational citizenship behavior.
3. Affective commitment has a significantly positive influence on service-oriented organizational citizenship behavior.
4. Affective commitment has a partially mediating effect between high performance work system and service-oriented organizational citizenship behavior.
Based on the research results, the concrete conclusions and suggestions will be provided for HRM practice and further study as the references.

並列關鍵字

Affective commitment ； High performance work system ； Service-oriented organizational citizenship behavior

參考文獻

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