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研究生:鍾志群
研究生(外文):Zi-Ching Chung
論文名稱:心理契約履行、信任與組織公民行為之研究
論文名稱(外文):psychological contract fulfillment,trust and organizational citizenship behavior
指導教授:楊濱燦楊濱燦引用關係
指導教授(外文):Bin-Tsann Yang
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2004
畢業學年度:92
語文別:中文
論文頁數:71
中文關鍵詞:心理契約履行信任組織公民行為
外文關鍵詞:psychological contract fulfillmenttrustorganizational citizenship behavior
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本研究問題是探討心理契約履行(psychological contract ful-fillment)與組織公民行為(organizational citizenship behavior)之關係,經由間接文獻之引用及邏輯之推理,發現兩者之關係有必要進一步釐清。
本研究是透過郵寄問卷(questionnaires survey)的方式,請服務業接觸外部顧客之服務員工(customer-contact employees),就是所謂內部顧客(internal customers) 幫忙填寫。總共寄發了300份問卷,3家服務公司,請接觸顧客的員工對該公司心理契約履行與組織公民行為之看法,進行填答。總共回收234份,去除無效問卷沒填寫完成者19,總共有效問卷為215份,回收率為71.66%。
結果本研究發現,心理契約履行與組織公民行為呈現正相關;心理契約履行與組織公民行為之兩個構面,交易主導型心理契約、關係主導型心理契約與助人行為、運動家精神、職業道德亦分別呈現負、正相關。
而有關中介變項,信任對於心理契約履行與組織公民行為之中介關係則獲得支持。
This study empirically examines the relationship between psychological contract fulfillment and organizational citizenship behavior. In addition, this paper speculates that transactional psychological contract and relational psychological contract, helping behavior, sportsmanship and civic virtue as perceived by contact-customer employees.
The data is composed of service contact-employees and is collected by 300 ques-tionnaires. Customer contact-employees were asked about their levels of psychological contract fulfillment, organizational citizenship behavior. Of all samples, 3 different ser-vice firms responded by returning at least one questionnaire from an employee (a total of 234 questionnaires); of these, nineteen employees were unusable because they were incomplete. Completed questionnaires were returned by 215 contact-employees (71.66% response rate).
Finally, the results indicate that psychological contract fulfillment is positively re-lated to organizational citizenship behavior. In addition, the author speculates that transactional psychological contract and relational psychological contract, helping be-havior, sportsmanship and civic virtue moderate the relation between psychological contract fulfillment and organizational citizenship behavior as perceived by customer contact-employees. However, these hypotheses about the trust were supported by the psychological contract fulfillment and organizational citizenship behavior.
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  研究背景............... 1
第二節 研究問題與目的............
第三節 研究架構與研究假設.......... 2
4
第二章  文獻探討................. 11
  第一節  心理契約履行............. 11
  第二節  信任................. 12
  第三節  組織公民行為............. 15
第三章  研究方法................. 19
  第一節  研究變項定義與測量工具........ 19
第二節 研究樣本與資料收集..........
第三節 資料分析方法............. 22
23
第四章 分析結果.................
第一節 基本資料分析.............
第二節 心理契約履行探索性因素分析......
第三節 心理契約履行驗證性因素分析......
第四節 信任驗證性因素分析..........
第五節 組織公民行為驗證性因素分析......
第六節 多指標因果模式............ 26
26
28
32
34
36
37
第五章 結論與建議................
第一節 結論.................
第二節 建議.................
參考文獻......................
附錄A  研究問卷.................. 48
48
52
54
67
表 2- 1
表 2- 2
表 2- 3 影響信任的重要變數.............
組織公民行為的研究構面...........
影響組織公民行為因素之彙整......... 15
16
17
表 4- 1 樣本資料.................. 27
表 4- 2
表 4- 3
表 4- 4
表 4- 5
表 4- 6
表 4- 7
表 4- 8
表 4- 9
表 4- 10
表 4- 11
表 4- 12
表 4- 13
表 4- 14
表 4- 15
表 4- 16
表 4- 17
表 4- 18
表 5- 1 MSA值....................
因素特徵值.................
因素旋轉值.................
因素命名..................
信度....................
心理契約履行-初步模式適合度統計量表.....................
心理契約履行-參數估計值..........
信任-初步模式適合度統計量表........
信任-參數估計值..............
組織公民行為-初步模式適合度統計量表.....................
組織公民行為-參數估計值..........
LISERL MODEL彙整表............
整體信度值.................
皮爾森積差相關值..............
模式適配度的評鑑項目與理想的評鑑結果....
整體模式配適度與模式內在品質配適度......
研究假設之檢定...............
研究假設.................. 29
30
30
31
32
33
34
35
35
36
37
38
39
41
42
45
46
48
圖 1-1
圖 4-1
圖 4-2 研究架構..................
本研究LISREL模型徑路圖...........
本研究路徑圖................ 5
40
47
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