本研究主要探討高績效工作系統與員工的創造力行為、順從間之關係,並利用社會交換觀點做為中介變項,以檢驗社會交換觀點是否在高績效工作系統與員工的創造力行為、順從間具有中介效果。 本研究以具有三家(含)以上分店的連鎖服務業之外場人員為研究對象,問卷發放採用兩階段方式進行,問卷資料來自80家分店,共401份有效問卷。本研究以階層線性模式(Hierarchical Linear Modeling, HLM)進行主要的假設驗證,經實證分析結果顯示如下: 一、高績效工作系統對員工創造力行為具有顯著正向影響。 二、高績效工作系統對員工順從行為具有顯著正向影響。 三、高績效工作系統對社會交換關係具有顯著正向影響。 四、社會交換關係對創造力行為具有顯著正向影響。 五、社會交換關係對順從具有顯著正向影響。 六、社會交換關係在高績效工作系統與創造力行為之間具有完全中介效果。 七、社會交換關係在高績效工作系統與順從之間具有完全中介效果。 依據本研究實證分析結果,提出相關建議以供連鎖服務業及未來研究方向之參考。
The aim of the study was to investigate “The relationships among high performance work system, employee’s creative behavior and compliant behavior.” The social exchange perspective was used as a mediator to investigate the mediating effects between high performance work system and employee’s creative behavior or compliant behavior. The study used customer-contact employees who came from the chain service industry of three (or more) stores as the object of study, using a two-phase questionnaire to collect data. The data was collected from eighty stores and 401 valid questionnaires were collected. The Hierarchical Linear Modeling (HLM) was used in the main hypotheses tests to test the relationships among the variables. The major findings based on the statistical analyses are as below: 1.High performance work system has a significant positive influence on employee’s creative behavior. 2.High performance work system has a significant positive influence on employee’s compliant behavior. 3.High performance work system has a significant positive influence on employee’s social exchange relation. 4.Employee’s social exchange relation has a significant positive influence on employee’s creative behavior. 5.Employee’s social exchange relation has a significant positive influence on employee’s compliant behavior. 6.Employee’s social exchange relation has a complete mediation effect between high performance work system and employee’s creative behavior. 7.Employee’s social exchange relation has a complete mediation effect between high performance work system and employee’s compliant behavior. Based on the research results, the practical suggestions will be provided to chain service industries and further study as the references.