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研究生:段裕斌
研究生(外文):Yu-pin Tuan
論文名稱:組織支持、領導—成員交換關係對組織公民行為與組織承諾之影響—全職、部分工時餐飲服務人員之比較
論文名稱(外文):The Effects of Perceived Organizational Support and Leader-Member Exchange on Organizational Citizenship Behavior and Organizational Commitment – Test of Potential Diffirences Between Full-time and Part-time Employees
指導教授:黃品全黃品全引用關係
指導教授(外文):Pin-Chyuan Hwang
學位類別:碩士
校院名稱:世新大學
系所名稱:觀光學研究所(含碩專班)
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2005
畢業學年度:93
語文別:中文
論文頁數:83
中文關鍵詞:角色內服務表現組織支持領導-成員交換關係組織公民行為組織承諾
外文關鍵詞:Organizational commitment (OC)Organizational Citizenship Behavior (OCB)In-role ServiceLeader-Member Exchange (LMX)Perceived Organizational Support (POS)
相關次數:
  • 被引用被引用:69
  • 點閱點閱:878
  • 評分評分:
  • 下載下載:325
  • 收藏至我的研究室書目清單書目收藏:15
由於台北市國際觀光旅館餐飲部門往往需要大量的基層服務人員,造成了全職與部分工時餐飲服務人員相輔為用的產業特殊現象。能不能善加運用組織支持與領導-成員交換關係這兩種管理方式,將餐飲服務人員的離職率降低 ? 或是讓員工在工作上願意表現出比較好的組織公民行為和角色內服務表現 ? 本研究從社會交換理論的觀點來探討台北市國際觀光旅館餐飲服務人員,在組織支持、領導-成員交換關係對組織承諾、組織公民行為與角色內服務表現之間的關係,再加入全職與部份工時人員作為調節作用。
結果發現,組織支持與組織承諾、領導-成員交換關係與組織公民行為、領導-成員交換關係與角色內服務表現均呈現顯著正向關係。全職人員組織支持與組織公民行為的正面影響,會高於部分工時人員組織支持與組織公民行為的正面影響。全職人員與部分工時人員對於組織支持、領導-成員交換關係、組織承諾、組織公民行為與角色內服務表現均呈現顯著性差異,而且全職人員的顯著性差異均高於部分工時人員的顯著性差異。
Due to the huge demands for the entry-level service employees, most of international tourism hotels in Taipei have to employ full-time employees and a lot of part-time employees at the same time. Accordingly, we try to know more whether perceived organizational support (POS) and leader-member exchange (LMX) could reduce the turnover rate of the employees, and whether organizational citizenship behavior (OCB) and organizational commitment (OC) could motivate employees to exert more efforts than what he did as usual.
Therefore, based on the social exchange theory and the focus of service employees working in the restaurants of international tourism hotels, my research tried to find out the correlation of perceived organizational support and leader-member exchange on organizational citizenship behavior and organizational commitment. We also tested the potential difference between full-time and part-time employees .
The result of this study found that there was a positive relation between POS and OC, as well as LMX, OCB and in-role service. Meanwhile, the POS and OCB had more effects on full-time employees than on part-time employees. Furthermore, the full-time employees had better POS、LMX、OC、OCB and in-role service than part-time employees did .
目  次
第一章 緒論
第一節 研究背景與動機 1
第二節 研究目的 5
第二章 文獻探討
第一節 組織支持 6
第二節 領導-成員交換關係 11
第三節 組織承諾 15
第四節 組織公民行為 18
第三章 研究方法
第一節 研究架構與研究假設 24
第二節 研究樣本 30
第三節 研究變項之操作型定義與研究工具 34
第四節 資料分析方法 40
第四章 研究結果
第一節 各研究變項間之相關 42
第二節 受雇身分對研究變項差異性分析 47
第三節 組織支持、領導-成員交換關係及受雇身分對組織承諾之作用及調節效果 48
第四節 組織支持、領導-成員交換關係及受雇身分對組織公民行為之作用及調節效果 51
第五節 組織支持、領導-成員交換關係及受雇身分對角色內服務表現之作用及調節效果 55
第五章 討論與建議
第一節 分析結果彙總 58
第二節 研究發現與討論 62
第三節 管理實務意涵 65
第四節 研究限制與未來研究方向 67
參考文獻 68
附錄一 餐飲單位員工問券 79
附錄二 餐飲單位主管問券 81

表  次
表1-1-1 2003年國際觀光旅館營業額前十名 2
表1-1-2 近七年台北市國際觀光旅館業營收比重一覽表 3
表1-1-3 近七年台北市國際觀光旅館業餐飲收入與客房收入比重 3
表1-1-4 近七年台北市國際觀光旅館業雇用員工數比重一覽表 4
表2-5-1 學者對組織公民行為的構面與定義 21
表3-2-1 員工樣本組成 31
表3-2-2 主管樣本組成 33
表3-3-1 組織支持分析結果 35
表3-3-2 領導-成員交換關係分析結果 36
表3-3-3 組織承諾分析結果 37
表3-3-4 組織公民行為分析結果 37
表3-3-5 角色內服務表現分析結果 38
表4-1-1 研究變項間之相關分析 46
表4-2-1 受雇身分對研究變項差異性分析 47
表4-3-1 組織支持、領導-成員交換關係,以及受雇身分對組織承諾之階層迴歸分析 49
表4-4-1 組織支持、領導-成員交換關係,以及受雇身分對組織公民行為之階層迴歸分析 52
表4-5-1 組織支持、領導-成員交換關係,以及受雇身分對角色內服務表現之階層迴歸分析 56
表5-1-1 研究結果摘要 60

圖  次
圖3-1-1 研究假設架構圖 25
圖4-4-1 不同受雇身分對組織支持與組織公民行為交互作用示意圖 54
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