社會支持、工作投入與組織公民行為之相關研究-以服務氣候為調節變項

The study of relationship between social support, job engagement and organizational citizenship behavior: The moderating role of service climate

施廣南(Ngo Quang Nam)

指導教授 ： 謝琇玲

義守大學/管理學院/管理碩博士班/碩士(2017年)

摘要

台灣政府於105年的九月份推出了「新南向政策推動計畫」，推動台灣以及東協、南亞各國的合作；各國各地區都擁有自己的特色文化及獨特狀況，因此跨國、跨文化做研究越来越顯示重要。
服務業之商品大多數都具有無形、無法捉摸等特性，因此，除了商品的品質，第一線員工與顧客的互動會影響到顧客的滿意度；此外，員工也是企業的最大資產之一，決定企業的成敗，故第一線員工在服務業扮演關鍵的角色，如何提高他們的工作能力、態度等因素一直都是業界與學界所關注的議題。員工心理層面（如工作投入）與行為（如組織公民行為）是企業的管理重心；服務業的員工無法避免面對許多人與人之間的關係，因此各業者都一直創造出一個屬於自己獨特的工作環境來提高員工的工作績效等方面。此外，社會支持在職場上會影響到員工的工作投入程度，進而促使員工的組織公民行為。當服務氣候作為工作環境，它也會影響到社會支持與員工的工作投入之間的關係。
本研究針對台灣以及越南的服務業第一線員工，探索工作中員工所認知到的社會支持、工作投入、組織公民行為以及服務氣候之相互關係，本研究採用問卷調查法，參考國內外學者之量表，經由各位專家的意見，逐步地修改以及編制為本研究之問卷，共發放372份有效問卷共有239份，可用為87.86%。
經過分析之後發現，「社會支持」對「工作投入」具有部分正向的影響；「工作投入」對「組織公民行為」具有部分正向的影響；「工作投入」對於「社會支持」與「組織公民行為」有部分中介效果；「服務氣候」對「社會支持」與「工作投入」有部分調節的效果。本研究建議組織應該透過各種活動以及締造良好的服務氣候來加強職場上人與人之間的關係，提升員工之間的感情，以助於促進工作投入，進而強化組織公民行為的表現。

關鍵字

社會支持 ； 工作投入 ； 組織公民行為 ； 服務氣候

並列摘要

In September 2016, government of the Republic of China has launched the “New Southern Policy” to promote the corporations among Taiwan and Southeast Asia’ countries. Every countries and region have their own cultural characteristics. Therefore, cross-cultural research is necessary.
Service industries provide products (i.e., services) which are difficult to quantify, wherefore unable to be measured objectively. In many cases, scholars have been examed service quality from customer satisfaction. Moreover, measuring the interaction between customers and frontline employees is also an effective way to detect customer satisfaction. Employees are valuable assets of companies. They play crucial role for organizations’ business success. For this reason, how to improve firstline employee’s job attitude and work efficiency is a prominent issue both in academia and business. Employees’ mentality (e.g., job engagement) and activity (e.g., organizational citizenship behavior) are two main managial focuses. Employees from service industries are unable to avoid interacting with people. Therefore, companies should create unique and efficient work enviroment to improve their employees’ job performance. Thus, social support in workplace may influence employees’ job engagement, then lead to employees’ organizational citizenship behavior. When service climate as work context, it may also affect the relationship between social support and employees’ job engagement.
There are two research objects in this study. First, this research had taken frontline employees from service industries in Taiwan and Vietnam. Second, this research investigates the relationship between perceived social support of employees and employees’ OCB via employees’ job engagement under companies’ service climate. The questionnaire in this research adoptes many foreign scholars' scales, and then modifies by expert opinions and step-by-step validation. There were 372 samples collected and 239 of them were valid. Response rate was 87.86%.
The result of this research shows there is partial positive relationship between social support and job engagement. So is the positive relationship between job engagement and OCB. More importantly, job engagement partially mediates the relationship between social support and OCB. Finally, service climate partially moderates the relationship between social support and job engagement. The research suggests that organizations should create better service climate to promote the interaction quality among employees in workplace, enhance employees’ well-being and job engagement, and then motivate employees to display more organizational citizenship behaviors.

並列關鍵字

social support ； job engagement ； organizational citizenship behavior (OCB) ； service climate

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