服務氣候對服務導向公民行為之影響歷程探討－心理授權與角色界定之中介模式

The Impacts of Service Climate on Service-Oriented Citizenship Behavior-The Mediating Roles of Psychological Empowerment and Role Definition

嚴秀茹(Rebecca Hsiu-Ju Yen) ； 林育理(Yu-Li Lin) ； 戴淑賢(Shu-Hsien Tai)

《管理評論》 23卷1期 (2004/01) Pp. 25-48

https://doi.org/10.6656/MR.2004.23.1.CHI.25

摘要

服務導向公民行為受到服務業之興起與顧客導向之風潮影響，日漸受到重視。過去研究多著重於員工個人態度與性格特性，本研究主要探討服務氣候、心理授權、以及角色界定與服務導向公民行為之間關係。根據過去文獻以及相關理論，本研究建議服務氣候將透過心理授權與工作角色界定之中介，影響服務導向公民行為，並且採用問卷調查之實證研究設計以及SEM之統計分析方法。研究結果發現，以大專院校專任行政人員為對象，組織的服務氣候及員工心理授權與角色界定是服務公民行為的影響變數；而心理授權是服務氣候與服務公民行為的完全中介變數；角色界定是心理授權與服務公民行為的部分中介變數。本研究最後依據所驗證的架構提出管理上的意涵，並提出若干未來進一步的研究建議。

關鍵字

服務氣候 ； 心理授權 ； 角色界定 ； 服務導向公民行為

並列摘要

The rise of services sectors in recent years has generated more and more interests on employees' service-oriented citizenship behaviors. Previous research focused on attitudinal and personality characteristics as the antecedents of service-oriented citizenship behavior. Built on a previously developed construct, the current study proposes a framework to explore other antecedents of service-oriented citizenship behaviors. Service climate is hypothesized to positively impact service-oriented citizenship behavior of front-line employees through the mediating influence of psychological empowerment and role definition. Data was collected from 257 employees of three universities in Tao Yuan and Chung-Li and was analyzed using structural equation modeling. The results reveal that psychological empowerment mediates the association between service climate and citizenship behavior, while a positive effect exists from psychological empowerment to role definition. A significant effect of role definition on service-oriented citizenship behavior is also supported. The findings suggest that situational influence such as climate could affect employees' perception of other management practice, thus expand the width of their roles and further enhance the presence of citizenship behavior toward customers.

並列關鍵字

Service Climate ； Psychological Empowerment ； Role Definition ； Service-Oriented Organizational Citizenship Behaviors

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