臺灣博碩士論文加值系統

Dawkins(1990)表示提昇服務品質被認為是在今日的競爭環境當中，成功及生存的關鍵要素，而從1980年代開始，管理上開始強調發展服務策略，提供符合消費者期望的服務品質，再加上消費意識逐漸抬頭，消費者需求也日趨多樣化，因此許多組織也開始發展出各種管理方法以提昇服務品質。Deshpande, Farley & Webster(1993)當顧客對服務品質有正面的感受時，組織則可以留住顧客，進而為組織帶來較高的利益。因此，可知進行服務品質相關因素的研究，有其實際上的重要性，同時也受到越來越多企業的重視。
由相關文獻可以得知，組織氣候與服務品質間呈正相關，然而這些過去的研究中並未詳細說明組織氣候是如何地影響或透過何種因素影響服務品質。
因此本研究擬從組織氣候與服務品質的關聯性中，探討員工正面情緒表達及員工工作滿意度二因子所扮演的角色，以及本研究試圖驗證此二因子在組織氣候對服務品質之影響中，是否具有中介效果。
本研究以服飾零售業之銷售員及顧客為研究對象，共發放250份問卷，回收有效問卷208份。在問卷回收後，運用線性結構關係模式（LISREL）進行實證分析，驗證各變項間的因果路徑與研究假設的相符程度，同時透過巢狀模式理論加以評估中介效果的存在性，並比較相對優劣性，以選定最佳的配適模式。茲概述重要研究發現如下：
一、組織氣候與正面情緒表達呈顯著正相關之假設為部分成立。僅有人情與正面情緒表達呈顯著正相關。
二、組織氣候與工作滿意度呈顯著正相關之假設為部份成立。結構、獎酬、風險、支持、衝突及認同與工作滿意度呈顯著正相關。
三、正面情緒表達與服務品質之假設呈顯著正相關。
四、工作滿意度與服務品質之假設呈顯著正相關。
五、組織氣候、正面情緒表達與服務品質間具有完全中介效果關係。
六、組織氣候、工作滿意度與服務品質間具有完全中介效果關係。

Dawkins (1990) expressed that increasing service quality has been the most important key to success and survival in nowadays-competitive environments.
　Since 1980’s, management started to emphasize developing service tactics. Providing the service quality as customer’s expected. As high-consumerism, their demands are variety. Therefore, many organizations begin to launch different kinds of methods of management to improve service quality. Deshpande, Farley & Webster (1993) said, “Satisfying customer with positive thinking of service quality could keep them with organization and bring in high profits. ”Hence, studying in knowing the element of service quality particulate signification. Meanwhile, more and more companies are service quality-oriented.
According to relationship reference, organizational climate has positive relationship with service quality. However, there are no specific research identify how and what kind of element affects service quality through organizational climate.
In this research, we will figure out the relationship between organizational climate and service quality, base on the aspects of worker’s displayed positive emotions and job satisfaction. To verify if these two elements have mediating effect between organizational climate and service quality.
Interviewing customers and sales in fashion retail with 250 copies questionnaire including 208 copies effective questionnaire returns.
After receiving, with LISREL to analyse the comment degree of path and
hypothesizes for variety elements. Meanwhile, through Nested-Model Analysis to
evaluate the externality of mediating effect. To choice the best model for our research
as following:
1. Organizational warmth climate has remarkable positive relationship with service quality.
2. Organizational structure、reward、risk、support、conflict and identity climates have remarkable positive relationship with job satisfaction.
3. Displayed positive emotion has remarkable positive relationship with service quality.
4. Job satisfaction has remarkable positive relationship with service quality.
5. Displayed positive emotion has completely mediating effect between organizational climate and service quality.
6. Job satisfaction has completely mediating effect between organizational climate and service quality.

目錄
中文摘要………………………………………………………………Ⅰ
英文摘要………………………………………………………………Ⅱ
誌謝……………………………………………………………………Ⅳ
目錄……………………………………………………………………Ⅴ
表目錄…………………………………………………………………Ⅷ
圖目錄…………………………………………………………………Ⅸ
第一章 緒論…………………………………………………………1
第一節 研究動機……………………………………………………1
第二節 研究目的與問題……………………………………………3
第三節 論文結構……………………………………………………4
第四節 研究流程……………………………………………………5
第五節 研究限制……………………………………………………7
第二章 文獻探討……………………………………………………8
第一節 組織氣候……………………………………………………8
2.1.1 組織氣候之定義……………………………………………8
2.1.2 組織氣候之構面……………………………………………9
2.1.3 組織氣候之類型……………………………………………11
第二節 服務品質……………………………………………………13
2.2.1 服務品質之定義……………………………………………13
2.2.2 服務品質之理論架構………………………………………13
2.2.3 服務品質之構面……………………………………………17
第三節 正面情緒表達………………………………………………23
2.3.1 正面情緒表達之定義………………………………………23
2.3.2 組織氣候與正面情緒表達之關係…………………………24
2.3.3 正面情緒表達與服務品質之關係…………………………24
第四節 工作滿意度…………………………………………………25
2.5.1 工作滿意度之定義…………………………………………25
2.5.2 工作滿意度之衡量…………………………………………26
2.5.3 組織氣候與工作滿意度之關係……………………………28
2.5.4 工作滿意度與服務品質之關係……………………………29
第三章 研究方法……………………………………………………31
第一節 研究架構……………………………………………………31
第二節 研究假設……………………………………………………32
第三節 研究變數定義與衡量工具…………………………………36
第四節 研究對象……………………………………………………39
第五節 資料分析方法………………………………………………39
第六節 信度與效度分析……………………………………………35
3.6.1 信度分析……………………………………………………41
3.6.2 效度分析……………………………………………………45
第四章 資料分析與結果……………………………………………49
第一節 樣本結構分析………………………………………………49
第二節 各研究變項間相關分析……………………………………53
第三節 假設路徑的驗證結果………………………………………54
第四節 中介效果分析………………………………………………61
第五節 模式的評估與修正…………………………………………64
第五章 結論與建議…………………………………………………68
第一節 研究結論與發現……………………………………………68
第二節 管理意涵……………………………………………………74
第三節 未來研究建議方向…………………………………………76
參考文獻………………………………………………………………78
附錄一 正式問卷……………………………………………………85
附錄二 本研究各變數構面題項負荷量、T檢定值、複合信度…94

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