組織公平、組織承諾、工作滿意與離職傾向關係之研究-以服務業為例

A Study on Relationships among Organizational Justice, Organizational Commitment, Job satisfaction and Turnover Intention: An Example of Service Industry

吳昭憲(Chao-Hsien Wu)

指導教授 ： 蕭婉鎔

亞洲大學/管理學院/經營管理學系碩士在職專班/碩士(2011年)

摘要

有研究指出，離職對於組織所產生的成本，約為離職員工年薪的1~1.2倍，所以員工流動率過高對企業來說是弊多於利；而第一線服務人員是企業與顧客第一線接觸的工作者，也是企業給顧客的第一印象，所以是企業或組織的靈魂人物，由於工作時間長且薪資普遍較低，所以離職率普遍偏高。
過去有關離職傾向的研究中，前置因子有很多，組織承諾與工作滿意是其中變項之一。而公平理論是一個良好的指標，解釋員工非常有可能以所得到的報酬來決定他們在工作上的態度，進而影響員工行為之發生。本研究嘗試以公平理論的觀點，從管理階層對員工的關心之角度，來探討員工的組織公平知覺程度上的差異是否會影響離職傾向；而組織承諾與工作滿意是否分別能在組織公平與離職傾向間有著中介效果。
本研究以問卷調查及便利取樣方式，並以第一線服務人員為研究對象。研究結果發現，員工的組織公平知覺程度越高，有助於減少離職傾向，進一步分析發現，分配公平構面對離職傾向的影響最大；而員工的組織公平知覺感受度越高，對於組織會有越高的組織承諾及工作滿意；員工在組織中的組織承諾及工作滿意越高，相對的會降低離職傾向或意願；而組織承諾與工作滿意在組織公平與離職傾向間皆具有部份中介效果，換言之，第一線服務人員的組織公平知覺的差異，在影響員工的離職傾向前，會先影響員工對於組織及工作上的態度，而員工在組織及工作上的態度，則包含了組織承諾及工作滿意這兩個重大因子。最後本研究將根據結果，進一步說明未來的研究結論以及管理上的實務意涵。

關鍵字

組織公平 ； 組織承諾 ； 工作滿意 ； 離職傾向

並列摘要

Research showed that turnover costs incurred for the organization, about 1 to 1.2 times the annual salary of the former employees, so high staff turnover caused more disadvantages than advantages. And the first-line employees are the first-line Contact workers between the business and customers, but also the first impression from the business, so they are the soul of the business or organization. However, long working hours and low pay made the turnover rate generally high.
There are lots of causes in the past research of turnover intention, organizational commitment and job satisfaction are the variables for example. The equity theory is a good indicator which explained the staff may determine their working attitude by how they were paid. And that affects the occurrence of employee behavior. By the view of Equity Theory and the point of the concern from the management, this paper tried to research if the intention of the employees’ turnover will be influenced by the sensuous difference of employees’ organizational justice, and whether organizational commitment or job satisfaction plays a partial mediating effect between organizational justice and turnover intention.
In this study, questionnaires and convenience sampling were used to collect data from the first-line employees . The results showed that higher degree of organizational justice perceptions helps reduce turnover intention, and further analysis found that distributive justice has the greatest impact of turnover intention; The higher the perceived degree of organizational justice, the higher organizational commitment and job satisfaction. The employees have higher organizational commitment and job satisfaction, the lower the turnover intention will be. Organizational commitment, and job satisfaction play a partial mediating effect between organizational justice and turnover intention. In other words, the first-line employees’ different perceptions of organizational justice will first affect the employees’ working attitude for the organization before the impact of employee turnover intention. The employees’ attitude in the organization and work, contains two major factors -- organizational commitment and job satisfaction. Implications for management practice and suggestions for further research were proposed.

並列關鍵字

Organizational Justice ； Organizational Commitment ； Job satisfaction ； Turnover Intention

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