知覺組織支持對服務導向組織公民行為之影響─以工作滿足、組織認同為中介變項

Abstract

隨著時代的變遷，民眾對警政機關的服務要求日益增加，過去傳統的警察權威角色，已逐漸無法符合現今民眾的期待與要求，使得警察機關需積極因應此種趨勢的改變，提升警員的服務品質，以建立良好警民關係與警察正面形象。 本研究目的在於了解警察人員之知覺組織支持、工作滿足、組織認同與服務導向組織公民行為之相關程度。本研究採立意抽樣的方式，以科學工業園區外勤警察人員為研究對象，研究方式採問卷調查法，發放問卷231份，有效問卷回收190份，有效問卷回收率為82.3%，以相關分析與迴歸分析等進行研究假設之檢定。結果發現，警察人員知覺之組織支持程度越高，則所展現的服務導向組織公民行為的程度越高；警察人員之工作滿足程度越高，則所展現服務導向組織公民行為的程度越高；警察人員之組織認同程度越高，則所展現服務導向組織公民行為的程度越高；工作滿足在知覺組織支持與服務導向組織公民行為間具有完全中介效果；組織認同在知覺組織支持與服務導向組織公民行為間具有部分中介效果。

The service requirement of police agencies has been increased as the time goes on. Traditional authoritarian role of police is gradually unable to meet the expectation of people nowadays. To response the change of tendency, police agencies should actively improve the quality of police services in order to establish good relationships with populace and create positive images of police officers. The purpose of this study was to explore the relationships among perceived organizational support, job satisfaction, organizational identification, and service-oriented organizational citizenship behaviors. This study used purposive sampling, samples were patrolman of Science Park, and self-designed questionnaires were sent to the samples. 231 questionnaires were distributed and resulted in 190 valid responses. The valid response rate of questionnaires was 82.3%. Correlation and regression analysis were used to test the research hypotheses. The major finding of this study were as follows: police officers' perceived organizational support has significant positive impacts on service-oriented organizational citizenship behaviors; police officers' job satisfaction and organizational identification have significant positive impacts on service-oriented organizational citizenship behaviors; job satisfaction has the fully mediation effect and organizational identification has the partial mediation effect on the relationship between perceived organizational support and service-oriented organizational citizenship behaviors.