心理契約滿足、知覺組織支持、組織犬儒主義對服務導向組織公民行為影響之研究
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2010
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Abstract
在銀行業中，第一線員工與顧客互動時，服務人員在業務上的致勝關鍵，乃是對顧客付出額外的關懷與對顧客貼心的表現，讓顧客留下好印象與好口碑，此種以服務為導向的組織公民行為，將可幫助組織節省成本、順利運行以及提升績效。是故，第一線員工心理層面對公司的認同程度，將為影響員工是否願意展現有利組織行為的主要因素。
研究目的為探討個案公司員工對心理契約滿足、知覺組織支持與組織犬儒主義的認同程度，以及與服務導向組織公民行為的現況。並根據文獻分析，提出本研究之整體結構模式，用以驗證員工心理契約滿足、知覺組織支持、組織犬儒主義與服務導向組織公民行為之影響關係，並驗證本結構模型之可行性。採立意抽樣方式進行問卷調查研究，透過結構方程模式分析，驗證整體結構模式之解釋能力。最後根據研究結果與討論，提出本研究之結論與後續研究建議，以供企業經營之參考。
研究結果顯示：(1)心理契約滿足對知覺組織支持有正向影響。(2)知覺組織支持對組織犬儒主義有部分負向影響。(3)知覺組織支持對服務導向組織公民行為有正向影響。(4)心理契約滿足對服務導向組織公民行為有部分正向影響。(5)組織犬儒主義對服務導向組織公民行為有部分負向影響。(6)心理契約滿足會透過知覺組織支持部分影響服務導向組織公民行為。
When first line employees interact with customers, they should leave customers with good impressions. Being a key point to service industry, word of mouth will help to save cost, smooth operation, as well as improve performance. This research was aimed to analyze the relationships among employees’ psychological contract fulfillment, perceived organizational support, organizational cynicism and service-oriented organizational citizenship. According to the literature analysis, this research’s overall structure model with prove is proposed and feasibility of this structural model is confirmed. Also, findings and conclusions provide reference of the enterprise management by taking purposive sampling way to collect questionnaires. Analysis of the data obtained the following conclusions: (1) psychological contract fulfillment has a positive impact on perceived organizational support; (2) perceived organizational support has a partial negative impact on organizational cynicism; (3) perceived organizational support has a positive impact on service-oriented organizational citizenship; (4) psychological contract fulfillment has a partial positive impact on service-oriented organizational citizenship; (5) organizational cynicism has a partial negative impact on service-oriented organizational citizenship; (6) psychological contract fulfillment has an indirect partial positive prediction through the mediation effects of perceived organizational support in service-oriented organizational citizenship.
When first line employees interact with customers, they should leave customers with good impressions. Being a key point to service industry, word of mouth will help to save cost, smooth operation, as well as improve performance. This research was aimed to analyze the relationships among employees’ psychological contract fulfillment, perceived organizational support, organizational cynicism and service-oriented organizational citizenship. According to the literature analysis, this research’s overall structure model with prove is proposed and feasibility of this structural model is confirmed. Also, findings and conclusions provide reference of the enterprise management by taking purposive sampling way to collect questionnaires. Analysis of the data obtained the following conclusions: (1) psychological contract fulfillment has a positive impact on perceived organizational support; (2) perceived organizational support has a partial negative impact on organizational cynicism; (3) perceived organizational support has a positive impact on service-oriented organizational citizenship; (4) psychological contract fulfillment has a partial positive impact on service-oriented organizational citizenship; (5) organizational cynicism has a partial negative impact on service-oriented organizational citizenship; (6) psychological contract fulfillment has an indirect partial positive prediction through the mediation effects of perceived organizational support in service-oriented organizational citizenship.
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心理契約滿足, 知覺組織支持, 組織犬儒主義, 服務導向組織公民行為, 結構方程式, Psychological Contract Fulfillment, Perceived Organizational Support, Organizational Cynicism, Service-Oriented Organizational Citizenship, Structural Equation Modeling