某零售服務業知覺組織支持對服務導向組織公民行為之影響－以正向心理資本為中介變項

Abstract

本研究旨在探究零售業門市職員對於知覺組織支持、服務導向組織公民行為以及正向心理資本之間的關連性。研究對象為某零售直營店的門市服務職員，運用便利抽樣的方式在線上收集了364份有效問卷。透過資料處理與分析，得出以下研究結果：首先，知覺組織支持對服務導向組織公民行為有顯著正向的影響。其次，知覺組織支持對正向心理資本也有顯著正向的影響。第三，正向心理資本對服務導向組織公民行為有顯著正向的影響。最後，正向心理資本在知覺組織支持與服務導向組織公民行為之間扮演著中介角色。研究結果對於企業管理者在提升員工工作滿意度、提高顧客體驗和推動組織創新具有實務意涵；同時本研究提供未來研究的建議方向，以供後續研究者進一步深入探究。

This study aims to explore the relationship among retail store staff on perceived organizationalsupport, service-oriented organizational citizenship behavior, and positive psychological capital. The research object is the store service staff of a direct-sale retail store, and 364 valid questionnaires were collected online through convenience sampling. Through data processing and analysis, the following research results are obtained: First, perceived organizational support has a significant positive impact on service-oriented organizational citizenship behavior. Secondly, perceived organizational support also has a significant positive impact on positive psychological capital. Third, positive psychological capital has a significant positive impact on service-oriented organizational citizenship behavior. Finally, positive psychological capital plays a mediating role between perceived organizational support and service-oriented organizational citizenship behavior. These research results have practical implications for business managers in improving employee job satisfaction, improving customer experience, and promoting organizational innovation; at the same time, this study provides suggested directions for future research for further in-depth exploration by subsequent researchers.