情緒勞務、工作自主性與團隊凝聚力對服務導向組織公民行為之影響─以幸福感為中介變項

Abstract

隨著金融環境競爭日趨激烈，高度仰賴員工與顧客互動的銀行業，要擁有競爭優勢，留住顧客，員工的服務行為絕對是競爭力的重要因子。因此，銀行若想要強化服務品質，應先瞭解影響服務導向組織公民行為的原因，並針對這些項目進行管理與改善，進而有效提升員工在服務導向組織公民行為上的表現。 本研究旨在探討情緒勞務、工作自主性、團隊凝聚力、幸福感與服務導向組織公民行為間的關聯性，並以幸福感為中介變項，運用層級迴歸來分析幸福感在情緒勞務、工作自主性、團隊凝聚力與服務導向組織公民行為間的中介效果。而本研究之對象為Ｙ銀行的第一線服務人員，採用便利抽樣方式以郵寄及委託人力發送問卷來蒐集實證資料，總共回收了372份有效樣本。 根據研究結果顯示：(1)情緒勞務對幸福感有正向影響，(2)工作自主性對幸福感有正向影響，(3)團隊凝聚力對幸福感有正向影響，(4)情緒勞務對服務導向組織公民行為有正向影響，(5)工作自主性對服務導向組織公民行為有正向影響，(6)團隊凝聚力對服務導向組織公民行為有正向影響，(7)幸福感對服務導向組織公民行為有正向影響，(8)幸福感對情緒勞務影響服務導向組織公民行為具有完全中介效果，(9)幸福感對工作自主性影響服務導向組織公民行為具有部分中介效果，(10)幸福感對團隊凝聚力影響服務導向組織公民行為具有完全中介效果。 因此，期望本研究之結果能做為組織管理者在管理與經營規劃中之參考指標，使員工的服務導向組織公民行為成為一種常態性的表現，以促進與顧客的良性互動，進而為組織帶來更大的效益。

If banks want to have their own competitive advantages, retaining their customers, they should take the service behavior of employees seriously in the competitively environment. Therefore, in order to strengthen the quality of service, banks have to understand the reasons of service-oriented organizational citizenship behavior, and try to improve the performance of their staffs. This research aims to examine the correlation among emotion labor, work autonomy, group cohesiveness, well-being and service-oriented organizational citizenship behavior. Well-being is served as the mediation variable. Hierarchical regression is used to analyze the mediation effect coming from well-being in emotion labor, work autonomy and group cohesiveness. The subjects of this research are front line staffs of Y bank. The empirical data are collected by questionnaires. The total of the valid samples are 372. According to the results: (1)Emotion labor has a positive impact on well-being. (2)Work autonomy has a positive impact on well-being. (3)Group cohesiveness has a positive impact on well-being. (4)Emotion labor has a positive impact on service-oriented organizational citizenship behavior. (5)Work autonomy has a positive impact on service-oriented organizational citizenship behavior. (6)Group cohesiveness has a positive impact on service-oriented organizational citizenship behavior. (7)Well-being has a positive impact on service-oriented organizational citizenship behavior. (8)The mediation of well-being in emotion labor effecting on service-oriented organizational citizenship behavior is complete. (9)The mediation of well-being in work autonomy effecting on service-oriented organizational citizenship behavior is only partial. (10)The mediation of well-being in group cohesiveness effecting on service-oriented organizational citizenship behavior is complete. By following the results of this study, the managers of banks can let the staffs enhance their work performances, furthermore, create greater benefits for the organizations.