生命線協談志工心理契約實踐情形、組織承諾與組織公民行為關連性之研究

A Study of Psychological Contract Fulfillment, Organizational Commitment and Organizational Citizenship Behavior for Lifeline Counseling Volunteers

賴依婷(Yi-ting Lai)

指導教授 ： 陳馨馨

朝陽科技大學/人文暨社會學院/社會工作系/碩士(2009年)

摘要

對於非營利組織而言，志工是重要的人力資源，若志工能在組織裡穩定的付出與投入，且能以主動負責的態度，自動自發做出組織規定以外有益於組織的事情，將有助於組織目標的達成。是故，本研究以國內生命線協談志工為研究對象；研究目的在於：（1）瞭解生命線協談志工人口特質、心理契約實踐情形、組織承諾與組織公民行為展現情形；（2）探討生命線協談志工人口特質、心理契約實踐情形、組織承諾與組織公民行為的關係；（3）分析組織承諾的中介影響情形。
本研究透過問卷調查方式，藉由隨機叢集抽樣方式，隨機抽取9個縣市生命線協會服務滿一年以上的協談志工做為正式問卷施測對象，發出766份問卷，有效問卷回收份數為464份，有效問卷回收率為61％。本研究採用SPSS電腦統計套裝軟體作為統計分析之工具，並採用描述性統計分析、因素分析、信度分析、單因子變異數分析、獨立樣本t檢定、Pearson積差相關分析以及層級迴歸分析等統計方法。
本研究研究結果如下所示：
1、 生命線協談志工人口組成以40至59歲、中年、已婚、學歷在專科及大學的婦女居多數；且生命線協談志工對心理契約實踐情形的認知、對組織的承諾程度以及組織公民行為的展現情形普遍良好。
2、 年齡愈高、已從職場退休、擔任過志工團幹部之生命線協談志工，其組織承諾、組織公民行為展現情形最高。
3、 生命線協談志工心理契約實踐情形愈高，其組織承諾、組織公民行為展現的情形也會愈高；生命線協談志工組織承諾愈高，其組織公民行為展現情形也會愈高。
4、 組織承諾在心理契約實踐情形以及組織公民行為間具有中介效果。
最後，本研究依據研究結果與發現，針對志工管理實務以及未來研究方面提出相關建議。

關鍵字

生命線協談志工 ； 組織承諾 ； 組織公民行為 ； 心理契約實踐情形

並列摘要

For NPO, volunteers are important human resources. If volunteers are motivated, willing to redouble their effort, and remain with the organizations, organizational objectives could be achieved. Thus, the purposes of this study were: (1) to understand the demographic characteristics, psychological contract fulfillment, organizational commitment, and organizational citizenship behavior for Lifeline counseling volunteers; (2) to explore the relationship among demographic characteristics, psychological contract fulfillment, organizational commitment, and organizational citizenship behavior of Lifeline counseling volunteers; (3) to analyze the mediation effect of organizational commitment and (4) to provide some suggestions.
The data were collected from Lifeline counseling volunteers who have served in Lifeline for more than 1 year. The method used in this study was survey research with questionnaires. There were 766 served as subjects from nine Lifeline chosen by random cluster sampling in Taiwan from April to June. All together 766 questionnaires were issued and 488 were returned, among which 464, or 61%, were valid. Data were analyzed through descriptive statistics, factor analysis, reliability, t-test, one-way ANOVA, Pearson correlation, and regression analysis.
Conclusions of the study included:
(1)The demographic composition of the majority Lifeline counseling volunteers are between 40 to 59 years, female, middle-age, married, and have the degree of college or university. The degree of psychological contract fulfillment, organizational commitment, and organizational citizenship behavior were above average.
(2)In terms of organizational commitment and organizational citizenship behavior, elder, retired, or cadre Lifeline counseling volunteers have the most of them.
(3)The more the psychological contract fulfillment is, the higher organizational commitment will be. The more the psychological contract fulfillment is, the higher organizational citizenship behavior will be. The more the organizational commitment is, the higher organizational citizenship behavior will be.
(4)Organizational commitment reveals a significant effect on the style of psychological contract fulfillment and organizational citizenship behavior.
Finally, according to the research results and findings, this study also provided some suggestions to the volunteer managers, and future research related in this field.

並列關鍵字

Lifeline Counseling Volunteer ； Organizational Commitment ； Psychological Contract Fulfillment ； Organizational Citizenship Behavior

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