臺灣博碩士論文加值系統

近年來服務產業競爭激烈，而張建豪、袁淑娟(2000)對於服務業的觀點，服務業之所以在先進國家得以迅速發展，很重要的一個原因是服務業是市場經濟的基礎產業。因此一個國家經濟越蓬勃，該國的服務業就會迅速成長，佔有國家經濟發展的重要地位，對服務業而言，如何提升員工的工作績效、員工涉入、以及工作滿意等等，是值得關注的。
服務業要如何實施高績效工作系統，藉此調節員工涉入對工作滿意與離職傾向之間的關係，進而創造工作績效是重要課題，故本研究主要的目的是要探討服務業員工涉入如何透過高績效工作系統調節離職傾向和工作滿意。休閒或餐旅產業它的工作環境特徵是，"時間的使用"是非常重要的，特別是在某一段特定的期間，在多重工作之間的轉換行為也是很重要的。這些工作環境就會產生多重任務的行為，需要員工在同一時間區段裡好好處理兩個或兩個以上的活動 (Bluedorn, Kaufman, and Lane, 1992)。
本研究利用服務業的樣本多重任務之特質，藉由檢視其與工作滿意以及離職傾向彼此之間的關係。本研究收集國內服務業，無管理職的員工樣本數（n=200）取得調查資料。利用結構方程模式來進行資料分析及驗證，研究結果呈現了高績效工作系統在員工涉入對工作滿意間具有調節效果，工作滿意對離職傾向和工作績效更會直接造成影響，但是多重任務對工作滿意與員工涉入對離職傾向卻是不顯著的，而文章最後也呈現結果的管理意涵和未來研究方向。
關鍵詞 : 高績效工作系統、多重任務傾向、員工涉入、工作滿意、離職傾向、工作績效

The Empirical Study of the Relationships among Polychronicity, Employee Involvement, Job Satisfaction, Turnover Intention, and Job Performance－High performance Work System as a Moderator
Graduate Student: Yu-Ting Lin
Thesis Advisor: Chi-Chuan Wu
Thesis for Master of Business Administration
Department of Business Management
Tatung University
Abstract
In recent years, the environment in service industry is getting more and amore fiercely. In Chien Hao, Chang and Shu Chuan, Yuan (2000) work, service industry should develop rapidly in advanced countries. A very important reason is that the service industry is the basic industry of the market economy. Thus, a more vigorous national economy, the service industry will grow rapidly in this country. The important thing is the more prosperity service industry does the more great economics a country has. Therefore, how to improve the work performance of employees, employee’s job satisfaction and job performance, etc. in service industry is getting more worthy of attention.
About high-performance work systems, this study tries to figure out the relationship among polychronicity, employee involvement, job satisfaction, and job performance. Also how high-performance work systems can moderate the relationship between employee involvement and turnover intention, and c employee involvement and job satisfaction. Therefore, the main objective of this study is to investigate the involvement of service industry employees how they affect turnover intention and job satisfaction through high-performance work systems. The service industry is characterized as a work environment where time use is important and where switching behavior among multiple tasks is frequently required within a given time period. These work environments promote polychronic behavior, which requires employees to deal with two or more activities in the same time block (Bluedorn, 1999).
The purpose of this paper is to present the results of a study examining the interrelationship among polychronicity, job satisfaction, and turnover intention　within a service context. The sample (n = 200) was collected from non-supervisory employees of service industries. This study use structural equation modeling (SEM) for data analysis and verification. The results showed that polychronicity hasn’t significantly influence on job satisfaction, employee involvement hasn’t significantly influence on turnover intention, and high-performance work systems hasn’t significantly moderated the relationships between employee involvement and turnover intention. Also, employee involvement has significantly influence on job satisfaction, job satisfaction has significantly influence on turnover intention, job satisfaction has significantly influence on job performance, and high-performance work systems has significantly moderated the relationships between employee involvement and job satisfaction. Finally, this study offers the limitations, managerial implications, and future research in the last.
Keywords: Polychronicity, Employee Involvement, Job Satisfaction, Turnover Intention, Job Performance, High Performance Work System

目錄
頁
摘要i
致謝詞iii
目錄iv
表目錄vi
圖目錄vii
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的3
第三節 研究流程4
第二章 文獻探討5
第一節 多重任務傾向5
第二節 員工涉入7
第三節 工作滿意13
第四節 工作績效18
第五節 離職傾向22
第六節 高績效工作系統25
第三章 研究方法31
第一節 研究架構31
第二節 假設推論32
第三節 研究變項操作性定義34
第四節 研究對象與測量工具38
第五節 資料分析方法40
第六節 前測41
第四章 研究結果43
第一節 敘述性統計分析43
第二節 信度與效度分析46
第三節 結構方程模式分析49
第四節 調節效果53
第五章 結論與建議55
第一節 研究結果與研究貢獻55
第二節 管理意涵58
第三節 研究限制與未來研究方向59
參考文獻61




表目錄
頁
表1 員工涉入的其他定義9
表 2 工作滿意度的其他定義14
表 3 工作績效的其他定義19
表 4 離職傾向的其他定義23
表 5 高績效工作系統的其他定義27
表 6 前測信度統計量42
表 7 問卷樣本分佈情形44
表 8 研究構面之平均數、標準差、偏態與峰度45
表 9 收斂效度47
表 10 區別效度48
表 11 信度分析49
表 12適配度指標51
表 13 研究路徑彙總表52
表 14 HPWS干擾效果檢定53
表 15 HPWS 干擾效果標準化結構54
表 16 假設問題檢視55
圖目錄
頁
圖 1 研究流程圖4
圖 2 研究架構31
圖 3 驗證性因素分析50
圖4 結構模式路徑圖53

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