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研究生:張雅富
研究生(外文):YA-FU CHANG
論文名稱:團隊情緒智商、團隊衝突、組織內部團隊間社會資本與團隊績效之探討
論文名稱(外文):Study on the Influence of a Team’s Emotional Intelligence, Team Conflict and Social Capital of an Organization on Team Performance
指導教授:趙必孝趙必孝引用關係
指導教授(外文):Jaw, Bih-shiaw
學位類別:碩士
校院名稱:國立中山大學
系所名稱:人力資源管理研究所
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:2007
畢業學年度:95
語文別:中文
論文頁數:101
中文關鍵詞:團隊情緒智商團隊衝突社會資本團隊績效
外文關鍵詞:team’s emotional intelligenceteam conflictsocial capital and team performance
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拜資訊科技進步之賜全球化的浪潮席捲全球,二十一世紀的企業組織在此浪潮之下無不採取團隊合作的運作模式,來因應與日俱增的複雜且困難企業經營環境。然而,在相互依賴的團隊關係中,因個人成長背景及專業等各因素的不同,對情緒的表現及處理,也有所差異,所以發生衝突,在所難免。如何善用團隊做到有彈性、效率和降低成本正是團隊生存關鍵的所在。
本研究採用實證研究之方式進行,蒐集團隊情緒智商、團隊衝突、組織內部團隊間社會資本以及團隊績效相關衡量指標來編列問卷。進行實證研究,探討其中之關聯性,期能作為企業團隊運作的參考。
本研究經實證資料的蒐集與統計分析之後,有下列幾項發現:
一. 建立正面肯定的環境透過組織內部團隊間社會資本的中介對團隊績效有顯著之影響。
二. 團隊衝突對團隊情緒智商及團隊績效的干擾效果
(一)任務衝突
當多元化績效管理構面加入任務衝突時,對團隊績效會有顯著的調節效果。
(二)關係衝突
當尋找回饋構面加入關係衝突時,對團隊績效會有些微的影響。

三. 團隊衝突對團隊情緒智商及組織內部團隊間社會資本的干擾效果
(一)任務衝突
1.當多元化績效管理構面加入任務衝突調節時對組織內部團隊間社會資本會有
顯著之影響。
2.當團隊自我評估構面加入任務衝突調節時會對組織內部團隊間社會資本有些微的影響。
(二)關係衝突
1.當建立正面肯定的環境構面加入關係衝突調節時對組織內部團隊間的社會資本有顯著影響。
2.當團隊自我評估構面加入關係衝突調節時對組織內部團隊間的社會資本有顯著影響。
Due to the progressive development of science and technology, globalization has become the main trend in the 21st century and, consequently, teamwork cooperation has been the key for achieving successful enterprise organization. However, the individual background and profession as well as other factors will bring out different emotional attitudes and behaviors; conflict within a team will then arise. How a team can be flexible and efficient at low cost, is the critical focus of its existence.
Empiricism is employed to analyze the correlation between team performance and the team’s EI, conflict, as well as social capital expenditure on the part of the organization. The results of questionnaires revealed the following:
I.Establishing a positive environment and team evaluation system has a significant influence on team performance when the social capital of an organization is involved.
II. Conflict has an interference effect on a team’s EI and performance.
(a)Task conflict: when multiple performance management is involved in the conflict there’s a significant moderating effect on team performance.
(b)Relationship conflict: when feedback is involved in the conflict there’s an insignificant moderating effect on team performance.
III. Team conflict has an interference effect on the EI social capital of an organization.
A. Task conflict
(a)When multiple performance management is involved in moderating conflict there’s a significant influence on the social capital of an organization.
(b)When team evaluation is involved in moderating conflict there’s an insignificant influence on the social capital of an organization
B. Relationship conflict
(a) Establishing a positive environment involved in moderating relationship conflict has a significant influence on the social capital of an organization.
(b) Conducting team evaluation involved in moderating relationship conflict has a significant influence on the social capital of an organization.
目錄
英文摘要............................................................1
中文摘要............................................................3
目錄................................................................5
表目錄..............................................................6
圖目錄..............................................................8
第一章緒論..........................................................9
第一節研究背景..................................................9
第二節研究動機.................................................10
第三節研究目的.................................................11
第四節研究流程.................................................12
第二章文獻探討.....................................................13
第一節團隊績效.................................................13
第二節社會資本.................................................17
第三節團隊情緒智商.............................................27
第四節團隊衝突.................................................31
第三章研究方法.....................................................37
第一節研究架構與假設...........................................37
第二節操作性定義與衡量.........................................39
第三節問卷信度分析與量表構面重整...............................42
第四節資料蒐集方法與樣本特性分析...............................52
第五節資料分析方法.............................................57
第六節研究限制.................................................58
第四章實證結果分析.................................................59
第一節各研究變項的描述性統計分析...............................59
第二節情緒智商、社會資本、團隊衝突與團隊績效之關係.............61
第三節團隊情緒智商與團隊衝突對團隊績效的影響...................64
第五章結論與建議...................................................77
第一節結論.....................................................77
第二節管理意涵與建議...........................................79
第三節後續發展方向.............................................83
參考文獻...........................................................84
附錄問卷...........................................................92

表目錄
表2-1-1組織績效衡量指標相關研究..................................14
表2-2-1社會資本的定義與分類......................................19
表2-3-1團體情緒智商規範..........................................29
表2-4-1衝突水準與績效的關係......................................36
表3-3-1團隊情緒智商各構面信度....................................42
表3-3-2團隊情緒智商之總變異量....................................45
表3-3-3團隊衝突構面的因素分析結果與信度..........................46
表3-3-4團隊衝突之解說總變異量....................................47
表3-3-5組織內部團隊間社會資本各構面因素分析......................48
表3-3-6組織內部團隊間社會資本之解說總變異量......................49
表3-3-7團隊績效之因素分析........................................50
表3-3-8團隊績效之解說總變異量....................................51
表3-4-1抽樣樣本特性..............................................54
表4-1-1各研究變項統計量彙整表.....................................59
表4-2-1各變項之Pearson相關分析....................................63
表4-3-1團隊情緒智商變項對組織內部團隊間社會資本的迴歸分析........65
表4-3-2組織內部團隊間社會資本對團隊績效的迴歸分析................65
表4-3-3團隊情緒智商對團隊績效之迴歸分析..........................66
表4-3-4任務衝突在團隊情緒智商與團隊績效之調節效果分析............67
表4-3-5關係衝突在團隊情緒智商與團隊績效之調節效果分析............68
表4-3-6任務衝突在團隊情緒智商與組織內部團隊間社會資本之調節效果分析
..................................................................70
表4-3-7關係衝突在團隊情緒智商與組織內部團隊間社會資本之調節效果分析
..................................................................71
表4-3-8組織內部團隊間社會資本對團隊情緒智商與團隊績效中介效果之分析
..................................................................74
表4-3-9研究驗證表................................................75

圖目錄
圖1-4-1研究流程圖................................................12
圖2-1-1團隊的社會資本模式........................................15
圖2-3-2團隊情緒智商規範的綜效....................................30
圖2-3-1個人情緒處理程序..........................................33
圖2-3-2任務與關係衝突模型........................................34
圖2-4-1衝突與團隊績效............................................35
圖3-1-1研究架構..................................................37
圖4-3-1任務衝突與多元化績效管理對團隊績效的調節效果..............68
圖4-3-2關係衝突與尋找回饋對團隊績效的調節效果....................69
圖4-3-3任務衝突與多元化績效管理對社會資本的調節效果..............70
圖4-3-4關係衝突與團隊自我評估對社會資本的調節效果................71
圖4-3-5關係衝突與建立正面肯定的環境對社會資本的調節效果..........72
圖4-3-6關係衝突與團隊自我評估對社會資本的調節效果................73
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