臺灣博碩士論文加值系統

本研究主要是探討旅館員工之社會資本、同事組織公民行為、組織文化與員工效能之關係，其次，本研究欲驗證同事組織公民行為所可能扮演的中介效果，而組織文化是否會對於「社會資本與組織承諾之關係」與「社會資本與員工表現之關係」所產生的干擾效果。本研究以台灣觀光旅館之從業人員為分析對象，透過問卷調查結果，實得有效問卷467份。
分析結果發現員工透過社會資本（社交活動與信任）對於同事組織公民行為、組織承諾以及員工工作表現確具影響，社會資本、同事組織公民行為、組織承諾之關係皆有正向的相關。社會資本促進員工交流信任，更進一步激勵員工展現同事組織公民行為，並提升員工對於組織的忠誠與承諾；而且同事組織公民行為對於組織承諾有正向的影響關係，員工間相互關懷與主動協助促進員工對於組織承諾的提升。社會資本之社交活動對於員工工作表現產生正向的相關，而社會資本之信任關係對於員工工作表現並未產生正向的相關，因此員工間的信任基礎並不會直接影響員工的工作表現。
同事組織公民行為對於「社會資本與組織承諾的關係」產生中介的效果；而同事組織公民行為對於「社會資本與員工表現的關係」未產生中介效果；組織文化對於「社會資本（社交活動）與組織承諾的關係」產生干擾效果，而組織文化對於「社會資本（信任）與組織承諾的關係」不會產生干擾效果。

　　This study mainly explores the relationships among social capital, coworkers’ organizational citizenship behavior, organizational culture and employee effectiveness based on the employees of hospitality industries. Besides, the mediating effect of coworkers’ organizational citizenship behavior is also explored in this study. Finally, it wants to investigate the effects of social capital on organizational commitment and job performance are moderated by organizational culture. Datas are collected from the employees of hospitality industries in Taiwan, and 467 of responded questionnaires were fully completed.
　　Results show that social capital(social interaction and trust) affect coworkers’ organizational citizenship behavior, organizational commitment and employee effectiveness. Social capital and coworkers’ organizational citizenship behavior relates positively to organizational commitment. Social capital promotes the staff to interact activities and exchange the trust, further drove the staff unfolds the coworkers’ organizational citizenship behavior, and promotes the staff to be loyal and commitment to the organization. Coworkers’ organizational citizenship behavior relates positively to organizational commitmant. Between the staff mutually shows loving care and assist to promote the organizational commitment of the staff in the organization. Social interaction of social capital relates positively to job performance. But the trust of social capital have no relationships to job performance. Therefore trust foundation among the staff certainly cannot directly affect job performance of the employee.
　　The effects of social capital on organizational commitment are mediated by coworkers’ organizational citizenship behavior. But the effects of social capital on job performance are not mediated by coworkers’ organizational citizenship behavior. The effects of social interaction on organizational commitment are moderated by organizational culture. But the effects of trust on organizational commitment are not moderated by organizational culture.

致 謝 I
摘 要 II
ABSTRACT IV
目 錄 VI
圖　次 VIII
表　次 IX
第一章　緒論 1
第一節　研究背景 1
第二節　研究動機 2
第三節　研究目的 4
第四節　論文結構與名詞解釋 5
第五節 研究流程 8
第二章　文獻探討 10
第一節　社會資本 10
第二節　組織公民行為 14
第三節　組織承諾 19
第四節　社會資本與同事組織公民行為的關係 23
第五節　社會資本與組織承諾的關係 25
第六節　同事組織公民行為與組織承諾的關係 27
第七節　社會資本、同事組織公民行為與工作表現之關係探討 28
第八節　同事組織公民行為對於「社會資本與組織承諾的關係」與「社會資本與工作表現的關係」之中介效果 30
第九節 組織文化對「社會資本與組織承諾」的關係之干擾作用 32
第三章 研究方法 35
第一節 研究架構與假設 35
第二節　研究對象及抽樣方法 39
第三節 測量工具之編制與衡量 39
第四節 資料分析方法 46

第四章 實證結果與分析 48
第一節 樣本結構與描述性統計 48
第二節 問卷之信度與效度 51
第三節 研究變項之皮爾森積差相關分析 60
第四節 各研究變項間之關聯性 64
第五節 同事組織公民行為對「社會資本與組織承諾」與「社會資本與工作表現」之中介效果 67
第六節 組織文化對「社會資本與組織承諾」之干擾效果 71
第五章 結論與建議 74
第一節 研究結果與討論 74
第二節 研究貢獻與研究限制 84
第三節　未來研究建議 86
參考文獻 88
一、中文文獻 88
二、英文文獻 90
附錄一：質性訪談題目 95
附錄二：質性訪談概念萃取整理表（一） 96
附錄三：質性訪談概念萃取整理表（二） 102
附錄四：質性訪談概念萃取整理表（三） 108
附錄五：質性訪談概念萃取整理表（四） 114
附錄六：研究問卷 121

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