臺灣博碩士論文加值系統

近年來服務業成為台灣經濟活動之主體，亦為創造就業的主要來源。雖然就業人口多，然而員工離職或異動，卻是壽險業面臨的問題。過去研究指出個人-組織配適影響員工工作態度與行為，因此個人-組織配適成為壽險公司招募新人，人才留任的重要因素。壽險公司鼓勵員工參與組織公民行為，組織公民行為是員工適應組織，自我認同與工作滿意的結果。再者，壽險業是情緒勞務高度相關的行業，兩個調節情緒的演出（深層/表層）是壽險公司員工提升顧客服務的重要關鍵行為，因此本文探討壽險公司員工之個人-組織配適，情緒勞務及組織公民行為間的關係。

本研究以台灣某知名壽險公司在高雄地區共52個通訊處的保險業務員工，作為問卷發放的對象，回收問卷有488份並以結構方程模式進行證驗分析。結果顯示個人-組織配適正向影響組織公民行為，個人-組織配適對深層演出有正向顯著的影響，深層演出正向影響組織公民行為，個人-組織配適對表層演出有負向顯著的影響，表層演出負向影響組織公民行為，情緒勞務的調節行為（深層演出/表層演出）顯示部分仲介的效果。此研究結果可提供壽險公司在人資管理，如招募、激勵、留才等方面的參考。




關鍵字：個人-組織配適、情緒勞務、組織公民行為

The service industry has become the mainstream of Taiwan's economic activities and a major source of employment creation in recent years. Although many people participate in the service industry, the turnover of employees in the life insurance industry is still a big issue. As prior research points out that person-organization fit (P-O fit) affects employees' work attitudes and behaviors, P-O fit has become an important factor of life insurance company recruitment. Life insurance companies encourage employees to participate in organizational citizenship behaviors (OCB) since OCB is the result of employees adapting to the organization, self-identification and job satisfaction. Additionally, employee work attitude and behavior of life insurance companies is highly relevant to the concept of emotional labor. Two acting behaviors that regulating emotion (deep/surface) are important for life insurance company employees to improve customer service. Therefore, this study explores the relationship among P-O fit, emotional labor and OCB of employees of life insurance companies.

Insurance company employees in Kaohsiung area were selected as the object of the study. 488 questionnaires were collected and analyzed by structural equation model. The results indicate that P-O fit positively relates to OCB, P-O has a positive and significant impact on deep acting and deep acting has a positively impact on OCB. P-O fit has a negative impact on surface acting and surface acting negatively affects OCB. Emotional labor (deep/surface acting) plays mediate role of the relationship between P-O fit and OCB. Managerial implications for life insurance companies in human resources management were addressed in the final.



Key words: person-organization fit, emotional labor, organizational citizenship behaviors

目錄

中文摘要 I
Abstract ..I I
誌謝 I I I
目錄 . IV
表目錄 . VI
圖目錄 .... VII
壹、緒論 1
一、研究背景與動機 1
二、研究目的 3
三、研究範圍及流程 3
貳、文獻回顧與假設 5
一、個人-組織配適 5
二、組織公民行為 7
三、個人-組織配適與組織公民行為間的關係 9
四、情緒勞務 9
五、個人-組織配適與情緒勞務間的關係 11
六、情緒勞務與組織公民行為間的關係 12
七、調節焦點理論 13
參、研究方法 16
ㄧ、建立研究及假設 16
二、研究變數定義與衡量 17
(一)、個人-組織配適 17
(二)、情緒勞務 18
(三)、組織公民行為 19
三、發展問項設計與前測 20
(一)、研究對象 20
(二)、問卷前測 20
四、資料分析方法 21
肆 、實證分析與討論 22
一、基本資料輪廓 22
二、信效度分析 23
三、整體結構模式分析 26
四、中介效果檢定 28
(一)、中介效果檢定方式 28
(二)、深層演出中介效果檢定 28
(三)、表層演出中介效果檢定 29
五、實證結果之討論 30

伍、結論與建議 31
ㄧ、研究發現 31
二、理論意涵 31
三、管理意涵 32
四、研究限制與未來方向 34

參考文獻 35

 
表目錄

表3-1研究假設 17
表3-2-1個人-組織配適量表 17
表3-2-2深層演出之量表 18
表3-2-3表層演出之量表 19
表3-2-4組織公民行為之量表 20
表3-3前測之信度分析 21
表4-1受訪者樣本輪廓 23
表4-2-1測量模式證驗性因素分析結果 25
表4-2-2構面相關係數與區別效度 26
表4-3-1整體結構模式估計結果 27
表4-3-2路徑分析與檢定結果 27
表4-4中介效果檢定 29
表5-1假設檢定結果 31
 
圖目錄
圖1-1研究流程 4
圖2-1 Kristof (1996) P-O配適概念架構 6
圖2-4 Grandey (2000)情緒調整架構 11
圖3-1研究架構 16

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