廠商服務氣候與其員工福祉關係之研究 --以金屬加工業為例

A STUDY ON THE RELATIONSHIP BETWEEN SERVICE CLIMATE AND EMPLOYEE WELL BEING IN THE METAL PROCESSING INDUSTRY

辛宇峻(Yu-Jiun Shin)

指導教授 ： 楊浩二

大同大學/經營設計學院/事業經營學系所/碩士(2010年)

摘要

在傳統產業外移大陸後，金屬加工業面臨劇烈競爭的經營環境中，唯有良好的服務將使公司獲得競爭市場上的優勢。於是金屬材料加工產業最新流行的經營趨勢，是提高非價格的競爭能力，亦即提昇服務氣候，滿足顧客的需求，以創造新競爭優勢。由此可知改善服務氣候作為競爭優勢的來源為不二法門，但很少有研究在探討服務氣候與員工福祉相關的研究，如工作緊張、心理健康、工作滿意度及留職意向。因此本研究目的在於使用問卷調查方法研究及探討金屬加工業之服務氣候和員工福祉關係，以服務氣候為自變數，工作所引發之緊張、工作滿意度、心理功能障礙為中介變數，留職意向為應變數，並以台灣區金屬加工產業之內部員工為研究對象。
研究結論顯示服務氣候對工作滿意度有顯著正影響及對工作所引發之緊張有顯著負影響，但對工作滿意度無影響(透過工作所引發之緊張中介)；工作所引發之緊張對心理功能障礙有顯著之正影響，但對工作滿意度沒有影響；工作滿意度對留職意向有顯著正影響；心理功能障礙對留職意向有顯著負影響；服務氣候對留職意向之影響是由工作所引發之緊張、心理功能障礙及工作滿意度中介且為顯著正影響。
本研究之建議，為提高金屬加工業之員工留職意向，廠商應該：
1.營造出正面服務氣候，視員工為內部客戶，以強化員工之內部學習成長及增加內部流程 了解，從而使員工提高工作效率，進而提高營收及稅前盈餘，最後轉變成實質獎金回饋員工(有形員工福祉)。
2.提升員工福祉氣候(無形員工福祉)，以提升員工之工作滿意度及留職意向。
3.向員工提供有競爭力的薪酬，並保持企業內部晉升渠道的暢通等，有利於幫助減輕或消除員工因工作所引發的緊張。

關鍵字

服務氣候 ； 工作引發之緊張 ； 心理功能障礙 ； 員工福祉 ； 工作滿意度 ； 留職意向

並列摘要

After the migration of traditional industry to China, the metal processing industry faces the business environment with fierce competition, and only good service quality will enable the company to obtain the advantages of competition market. Hence, the latest business trend in the metal material processing industry is to increase non-price competitiveness. It means improving service climate to meet the requirements of customers, and to create new competitive advantages. From this we can understand that improving service climate is the key source of competitive advantages. However, few studies have investigated the correlation between service climate and employee well being, such as job-induced tension, psychological dysfunction, job satisfaction and intentions to remain. Therefore, the aim of this study is to investigate the relationship between service climate and employee well being in the metal processing industry by survey method. Service climate is the independent variable, job-induced tension, job satisfaction, psychological dysfunction are the mediator variables, and intentions to remain is dependent variable. The subjects are the employees of the metal processing industry in Taiwan.
The conclusion shows that service climate has a significant positive impact on job satisfaction, and a significant negative impact on job-induced tension; however, service climate has no effect on job satisfaction (mediated by job-induced tension). Job satisfaction has a significant positive impact on intentions to remain, and psychological dysfunction has a significant negative impact on it. The impact from service climate on intentions to remain is mediated by job-induced tension, psychological dysfunction and job satisfaction, and it is a significant positive impact.
To increase the employees’ intentions to remain at the metal processing industry, this study suggests that the company should :
1.Create a positive service climate and see the employees as internal customers, in order to strengthen the internal learning of employees, and increase their understanding of internal procedure. Hence, the company could improve the working efficiency of employees as well as increase its revenue and pretax profit. Eventually, they become the real rewards for employees. (visible employee well-being)
2.Increase employee’s well being/well being climate (invisible staff well- being), to improve the employees’ job satisfaction and intentions to remain.
3. Provide the employees with competitive salary and opportunity of promotion within the organization in order to reduce or eliminate the employee’s job-induced tension.

並列關鍵字

and intentions to remain. ； Service climate ； job-induced tension ； philological dysfunction ； employee well-being ； job satisfactory

參考文獻

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