網路數位資本、服務氣候、人格特質與工作績效關聯性之研究

The relationships among internet digital capital, service climate, personality, and job performance

符皓淳(HAO-CHUN FU)

指導教授 ： 劉仲矩

國立臺北大學/商學院/企業管理學系/碩士(2009年)

摘要

網際網路的應用不管在公家機關或企業界都是大家關注的重要議題，如何有效的運用網際網路以使組織運作更有效率，以達成更佳之績效，一直是大家想知道的答案，而數位資本正是探討此問題之關鍵，組織發展運用網際網路之關鍵能力即厚植數位資本，如此則可持續創造組織競爭優勢。而服務亦是現今社會中大大小小各層級組織所重視的一環，優良的服務往往會使組織擁有較多的競爭機會與資本，而組織中培養成員服務風氣需從上到下，每個環節做起，在此環境下，每個成員即能感受到組織中所蘊含之服務氣候，進而潛移默化成員提供最佳服務精神與行為。
另一方面，工作績效一直是各組織關心主要課題，人格變數常被用來預測工作績效，而五大人格更是人格理論中歷久不衰之基礎理論，而用其測量人格經過多年驗證，皆證實信效度非常不錯。但也有許多研究證實，其測量準確與否亦受許多情境因素影響，而組織與外在環境因素更是其主要影響來源。
因此本研究採用跨層級研究方式，探討組織層級的環境因素-數位資本與服務氣候，如何對不同人格特質個體之工作績效產生影響。採用樣本共計696位參與者，來自24個不同組織。本研究採用階層線性模式進行跨層次資料分析。經實證研究，主要結果如下：
一、 五大人格之親和性、謹慎負責性、外向性、情緒穩定性與開放學習性皆對工作績效有正向影響，但親合性單獨對任務績效則無顯著影響。
二、 組織發展數位資本對組織成員之工作績效有正向影響。
三、 組織培養服務氣候對組織成員之工作績效有正向影響。
四、 數位資本對情緒穩定性與任務績效之關係有負向干擾；而數位資本對謹慎負責性與脈絡績效之關係有正向干擾。
五、 服務氣候對親和性、情緒穩定性與任務績效之關係有負向干擾；而服務氣候對外向性與脈絡績效、整體績效有正向干擾。

關鍵字

數位資本 ； 服務氣候 ； 五大人格 ； 工作績效 ； 階層線性模式

並列摘要

How to efficient utilize internet is an important issue for any organization. This is related to create competitive advantages for organizations. Digital Capital is the key factor of the answer for the question. In short, digital capital is the soul of internet. Organizations develop digital capital can improve their performance. Customer service is another critical cause for any organizations. Service climate is the members’ perception of the service tendencies and behavioral orientations. Higher service climate may led members more focus on service mentalities and behaviors. The following results may be the better performance for organizations. On the other side, the five-factor model (FFM) is the good predictor for job performance. This is proved many years ago. This study constructs a cross-level model to test the organizational variables ― digital capital and service climate ― how they affect job performance and moderate the relationships of personality traits to job performance. Totally 696 participants from 24 organizations was adapted. Hierarchical Linear Models (HLM) was employed to analysis the data. The findings are in the below:

1. The five factors of the FFM all have the positive relations to job performance. But agreeableness is not significant related to task performance.
2. Digital capital and service climate are positive related to job performance.
3. Digital capital is negative moderated the relationships between emotional stability and task performance; and digital capital is positive moderated the relationships between conscientiousness contextual task performance.
4. Service climate is negative moderated the relationships of agreeableness and emotional stability to task performance; and service climate is positive moderated the relationships of extraversion to contextual and overall performance.

並列關鍵字

Digital Capital ； Service Climate ； Five-Factor Model (FFM) ； Job Performance ； Hierarchical Linear Models (HLM)

參考文獻

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