臺灣博碩士論文加值系統

不論是在業界或學術界對工作敬業的研究中，均已證實高敬業帶來高績效。過去工作敬業的前因研究中，在人與人此關係變數上，主要是探討正面人際互動對工作敬業的影響，然而在這服務業為主的工作環境中，第一線員工接觸的人員，在職場上可能會遭遇負面的人際互動。因此，本研究以同事不當行為、顧客不當行為為自變數，工作敬業為依變數，人口統計變項為控制變數，探討不當行為對工作敬業之影響效果。研究對象為服務員中的第一線服務人員，包括:百貨量販人員、餐飲飯店人員、銀行專員、美容美髮人員、其他人員，總計發放430份問卷，回收396份，扣除無效問卷31份後，有效問卷為365份。經以統計軟體加以分析後，驗證結果顯示：
一、同事不當行為對自身工作敬業有負向影響。
二、顧客不當行為對自身工作敬業有負向影響。
關鍵字：同事不當行為、顧客不當行為、工作敬業

The importance of work engagement has been recognized by scholars and practitioners. The antecedents of work engagement have focused on the positive interpersonal variables. However, for frontline employees, they will also encounter with negative interpersonal interactions in the workplace. Therefore, the aim of this study is to investigate the relationships between organizational misbehavior, consumer misbehavior and work engagement. In addition, the demographic variables are also included in the framework. 430 front-line employees, such as department stores, restaurants, banks, beauty salons and other workers were included in this study. After deleting 31 invalid respondents, the final respondents were 365 ones. Using the SPSS software, the empirical results were shown as follows.
1.The organizational misbehavior is negatively related to work engagement.
2.The consumer misbehavior is negatively related to work engagement.
Key Words : organizational misbehavior, consumer misbehavior,
work engagement

封面內頁
簽名頁
中文摘要 iii
英文摘要 iv
誌謝 v
目錄 vi
圖目錄 viii
表目錄 ix

第一章　緒論
第一節 研究背景與問題　 1
第二節 研究目的 5
第二章　文獻探討
第一節 同事不當行為 6
第二節 顧客不當行為 11
第三節 工作敬業 17
第四節 個人屬性變項對工作敬業之影響 23
第三章　研究方法與設計
第一節 研究架構 26
第二節 研究假設　27
第三節 操作性定義與衡量工具 28
第四節 研究對象及抽樣設計 32
第五節 資料分析方法 33
第四章　研究結果與分析
第一節 描述性統計分析 35
第二節 因素分析 38
第三節 信度分析 40
第四節 相關分析 41
第五節 獨立樣本t檢定與單因子變異數分析 43
第六節 層級迴歸分析 49
第五章 結論與建議
第一節 研究結果與討論 53
第二節 實務建議 57
第三節 研究限制與未來研究建議 59

參考文獻
中文部分 61
英文部分 63

附錄 研究問卷 72

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