激勵語言對組織公民行為與工作績效之影響- 以內在激勵為中介變數

THE IMPACT OF MOTIVATIVING LANGUAGE ON ORGANATIONAL CITIZENSHIP BEHAVIOR AND TASK PERFORMANCE - THE MEDIATING EFFECT OF INTRINIC MOTIVATION

呂佳和(Chia-Ho Lu)

指導教授 ： 孫碧娟 ； 潘明全

大同大學/經營設計學院/事業經營學系所/碩士(2008年)

摘要

激勵語言是影響組織公民行為與工作績效的重要因素，是許多學者研究的共識，唯內在激勵之角色，則很少有人探討。本研究以國內A航空公司為研究實例，將激勵語言分為「意義創造」、「給予指導」、「同理心」，並將激發員工潛能之內在激勵視為中介變數，探討激勵語言如何透過內在激勵作用影響個人、整體組織公民行為和工作績效。本研究採結構模式方程式進行分析作。以A航空公司台北總公司之地勤員工作為研究對象，一共有116份有效問卷。研究結果發現，激勵語言之「意義創造」對整體組織公民行為有正向的影響；同時，本研究結果亦驗證激勵語言透過內在激勵對個人、整體組織公民行為和工作績效皆具有正向之影響，顯示內在激勵具有中介效果。本研究最後依據結果彙整出管理涵意，提供A航空公司日後經營管理之參考。

關鍵字

激勵語言、意義創造、給予指導、同理心、內在激勵、組織公民行為、工作績效

並列摘要

Motivating language is an important factor that affects and task performances. It is also the focus of studies by many scholars. However, few explore the role of intrinsic motivation. This paper uses Airline A in Taiwan as a case study to divide motivating language into “direction-giving”, “empathetic communication”, and “meaning making” aspects and regards the intrinsic motivation to stimulate the potential of employees as the mediating variable to examine how motivating language affects and task performances. This paper adopts a structural equation model for analysis. It surveys the ground crew at the headquarters of Airline A by collecting a total of 116 effective questionnaires. The study finds that “meaning making” aspect of motivating language has positive influence on organizational citizenship behavior -organization. Meanwhile, this paper also validates that motivating language has positive influence on organizational citizenship behavior -individual, and task performances through intrinsic motivation. This indicates that intrinsic motivation has mediating effects. Finally, this paper refers to the finding and summarizes the implications in management to serve as a reference to the future management and operation of Airline A.

並列關鍵字

Organizational Citizenship Behavior ； meaning making ； empathetic communication ； Task Performance ； Motivating language ； direction-giving

參考文獻

2.2 Motivation Language and Organizational Citizenship Behavior 14

ACKNOWLEDGMENTS i

TABLE OF CONTENTS iv

LIST OF FIGURES vi

LIST OF TABLES vii