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研究生:詹江洲
研究生(外文):Chan,Chiang-Chou
論文名稱:服務氣候與情感性承諾之連結—內外部顧客滿意與公民行為之比較
論文名稱(外文):The Linkage of Service Climate and Affective Commitment:The Comparison of Satisfaction and Citizenship Behaviors through the Internal and External Customer
指導教授:童惠玲童惠玲引用關係
指導教授(外文):Tung,Hui-Ling
口試委員:李德治、林美惠
口試日期:2011-01-14
學位類別:碩士
校院名稱:大葉大學
系所名稱:管理學院碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:76
中文關鍵詞:信任、公平對待、主管支持、同儕支持、整體工作滿意、顧客滿意、情感性承諾、組織公民行為
外文關鍵詞:trust、the fair treatment、supervisor support、co-worker support、overall job satisfaction、customer-linked job satisfaction、affective commitment、organizational citizenship behaviors
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第一線服務員工同時關心自己和顧客的福祉,於政府公部門組織內這些存在顧客導向服務雙向管理問題具有策略重要性。本研究試圖探討員工情感性承諾和內外部顧客滿意前因後果的比較模型。基於現存問題之體認與研究動機,本研究期望確認(a)服務氣候變項﹙信任、公平對待、主管支持、同儕支持﹚如何影響整體工作滿意與顧客滿意;(b) 整體工作滿意與顧客滿意兩種量測對情感性承諾的貢獻;(c) 情感性承諾與整體公民行為兩者間關係。本研究信任、公平對待、主管支持、同儕支持、整體工作滿意、顧客滿意、情感性承諾及組織公民行為各構念間倆倆均有相關聯。整體工作滿意、顧客滿意與情感性承諾在本研究中均具有中介效果,惟獨情感性承諾對整體工作滿意與組織公民行為未具中介效果。
First line service employees simultaneously pay attention to their own and their customer’s well-being. For public service organization, there also exists strategic importance in the dual management concerns of customer-oriented service. This research attempts to test the comparison model of overall and customer-linked antecedents and consequences of employee affective organizational commitment. Based on the realization of current concerns and the research motivation, this research determines (a) how service climate variables(trust, fairness treatment, supervisor support, co-worker support) influence both overall and customer-linked job satisfaction, (b) the contribution of both overall and customer-linked job satisfaction measures to commitment, (c) the relationship between affective commitment and overall citizenship behaviors. This research support the relationship among trust, the fair treatment, supervisor support, co-worker support, overall job satisfaction, customer-linked job satisfaction, affective commitment and organizational citizenship behaviors. Overall job satisfaction, customer-linked job satisfaction, respectively, has the mediation effect of service climate and affective commitment. However, affective commitment has no mediation effect of overall job satisfaction and organizational citizenship behaviors.
內容目錄
中文摘要 .....................iii
英文摘要 .....................iv
誌謝辭  .....................v
內容目錄 .....................vi
表目錄  .....................viii
圖目錄  .....................ix
第一章  緒論...................1
  第一節  研究動機與目的............1
  第二節  研究問題...............5
第二章  文獻探討.................7
  第一節  服務氣候...............7
一、 信任..................8
二、 公平對待................9
三、 主管支持................10
四、 同儕支持................11
  第二節  工作滿意...............12
一、 整體工作滿意..............12
二、 顧客滿意................14
  第三節  情感性承諾...............16
第四節  組織公民行為..............17
第三章  研究方法..................20
  第一節  研究架構................20
  第二節  研究假設................21
  第三節  研究對象與抽樣程序...........22
  第四節  操作性定義及衡量工具..........23
  第五節  資料處理與統計方法...........27
第四章 統計分析與結果...............28
第一節  描述性統計............... 28
第二節  信效度分析............... 30
第三節 整體模式衡量分析............ 36
第四節 相關分析................ 39
第五節 迴歸分析................ 41
第五章 統計分析與結果.............. 51
第一節  實證結論................ 51
第二節 理論與實務意涵............. 54
第三節 研究限制與未來研究建議......... 58
參考文獻 ..................... 59
附錄A  研究問卷................. 74










表目錄
表 4- 1 樣本特性.................. 29
表 4- 2 信度分析.................. 33
表 4- 3 驗證性因素分析............... 35
表 4- 4 本研究變項量測模式比較表.......... 38
表 4- 5 相關分析.................. 40
表 4- 6 信任對內外部顧客滿意與情感性承諾之階層迴歸分
析表.................... 46
表 4- 7 公平對待對內外部顧客滿意與情感性承諾之階層迴
歸分析表.................. 47
表 4- 8 主管支持對內外部顧客滿意與情感性承諾之階層迴
歸分析表.................. 48
表 4- 9 同儕支持對內外部顧客滿意與情感性承諾之階層迴
歸分析表.................. 49
表 4- 10 整體工作滿意與顧客滿意對情感性承諾與組織公民
行為之階層迴歸分析表............ 50










圖目錄
圖 3-1 研究架構圖................. 20
圖 4-1 信任分別對內外部顧客滿意與情感性承諾之路徑係
數圖.................... 46
圖 4-2 公平對待分別對內外部顧客滿意與情感性承諾之路
徑係數圖.................. 47
圖 4-3 主管支持分別對內外部顧客滿意與情感性承諾之路
徑係數圖.................. 48
圖 4-4 同儕支持分別對內外部顧客滿意與情感性承諾之路
徑係數圖.................. 49
圖 4-5 整體工作滿意與顧客滿意分別對情感性承諾與組織
公民行為之路徑係數圖............ 50






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