個人與工作適配度對工作雕琢、工作熱情與顧客導向行為之影響─以運動品牌專賣店銷售人員為對象

本研究運用工作適配理論與擴建理論討個人與工作適配度與工作雕琢、工作熱情、顧客導向行為之影響，並探討工作雕琢、和諧性熱情與強迫性熱情之中介效果。本研究以國內運動品牌專賣店銷售人員為主要研究對象，以問卷方式蒐集共 313 份從業人員之資料，採用結構方程模型進行分析。結果發現，員工的個人與工作適配度是會影響是否願意工作雕琢；其次，工作雕琢也會影響和諧性與強迫性熱情；以及和諧性與強迫熱情皆會影響功能型與關係性顧客導向行為。工作雕琢在個人與工作適配度與工作熱情間，具有中介效果，兩種工作熱情也在中介工作雕琢與顧客導向行為兩者關係間，扮演中介角色。針對上述結果，本研究提出理論以及管理意涵與後續研究建議。

關鍵字

個人與工作適配度；工作雕琢；和諧性熱情；強迫性熱情；功能性顧客導向行為；關係性顧客導向行為

並列摘要

Integrating personality-job fit theory with broaden-and-build theory, this sutdy attempted to examine the influence of person--job fit on job crafting, passion for work, and customer service behavior as well as explore the mediating effects of job crafting, harmonious passion and obsessive passion. This study recuited 313 sales personnel in domestic sports brand stores in Taiwan, and collected data via questionnaires. Then structural equation models were utilized to test the proposed hypotheses. The results showed that the person-job fit was positively associated with job crafting and job crafting was positively associated with harmonious and obsessive passion. In addition, both types of passion for work were positvley related to functional and relational customer service behaviors. While job crafting mediated the relationship between person-job fit and passion for work, job crafting mediated the relationship between passion for work and customer service behavior. Based on these findings, we provided theoretical implications and practical suggestions.