本研究引進角色界定的概念,驗證服務氣候對服務導向組織公民行為的直接影響,並討論服務氣候是否在知覺組織支持與服務導向組織公民行爲之間,扮演調節的角色。是故,本研究以國內最大連鎖量販店的36家分店爲研究對象,以問卷方式蒐集1,387位第一線服務人員與108位主管之資料,採用層級線性模式進行分析。研究結果發現,第一線服務人員所知覺到的組織支持,會影響其服務導向組織公民行爲的展現,服務氣候也不會直接影響服務導向組織公民行為的產生,而服務氣候會減弱知覺組織支持對服務導向組織公民行爲的影響效果。針對上述結果,本研究提出管理意涵與後續研究建議。
Deriving from the concept of role definition, service climate is hypothesized to have direct influence on contact employees' service-oriented organizational citizenship behaviors (OCB5) as well as strengthen the relationship between perceived organizational support (POS) and the exhibition of service-oriented OCBs. Data was collected from 1,387 contact employees and 108 managers of 36 branches in Taiwan's largest hypermarket group and analyzed using hierarchical linear modeling (HLM). The results reveal that POS plays strong roles in determining contact employees' exhibition of service-oriented OCBs. In spite of the lack of direct effect on service-oriented OCBs, service climate negatively moderates the relationships between POS and specific dimensions of service-oriented OCBs. Based on the findings, some managerial implications and suggestions for further research were proposed.