臺灣博碩士論文加值系統

論文提要內容：
本研究係以不同人口統計變項為對象，探討金融機構之顧客參與對服務人員工作投入之關係，主要目的在瞭解員工工作投入在顧客參與情況下是否差異。以研究結果來探討顧客、員工與企業組織之間之關聯性，進而使企業組織能做更有效之決策，員工能獲得自我最大滿足，而顧客也能獲取最佳獲得與報酬。顧客參與是近來逐漸受重視的一種管理哲學，顧客在參與組織的服務傳送過程，對於組織的制度可能產生衝擊，因而影響員工之工作投入程度；而員工工作投入則有助於提升組織之效率與生產力。本研究期望能以有信度之顧客參與量表，探討顧客參與及員工工作投入間之關係。
本研究之調查對象為大台北市銀行金融理財服務人員，總共發出350份問卷，回收285份，有效問卷261份，回答率為74.58%。
研究結果顯示，顧客參與之資訊分享、責任行為、人際互動、代替主管、及總體參與行為（前四項行為之總體表現），均與金融理財人員之工作投入度呈現高度的正相關，並且，顧客之六項參與行為之控制變數（勞動道德承諾、自尊、技術多樣性、回饋、技術多樣性、主管行為），除回饋、技術多樣性之變數對金融理財人員之工作投入度之變異的解釋力為負相關外，其餘對工作投入均呈現高度正相關。

ABSTRACT
The research is based on population statistical variables between each group of consumers to discuss the relationship between custom-ers’ participation and the employees’ job involvement. The purpose is to understand how different participation behaviors of customers’ in-fluence the job involvement of financial planners. Based on the re-search result, this study discussed the relationship among customers, employees and organization and further enhanced an organization to make more efficient decisions, employees to achieve stronger self-esteem and customers to obtain the best rewards and compensa-tions.
Employees’ job involvement has been considered a key to an or-ganization’s efficiency and productivity. Recently, customers’ partici-pation has received much attention as one important business phi-losophy. Customers’ participation in the service delivery process of an organization can have an impact on the system and climate of the or-ganization which could influence the job involvement of the employ-ees of the organization. The purpose is to strengthen the theory be-tween customers’ participation and the employees’ job involvement from two-folds. One is to construct a scale for measuring customers’ participation. The other is, based on the customers’ participation scale, to investigate the relationship between customer participation and the job involvement of financial planners.The respondents of this research are the financial planners of the banks in Metropolitan Taipei. A total of three hundred and fifty questionnaires were distributed. Two hun-dred and eighty five questionnaires were returned, of which two hun-dred and sixty -one were valid. The response rate is 74.58%.
The results show that the customers’ participation behaviors in-cluding information sharing, responsible behavior, personal interac-tion, and substitutes for leadership, and the overall participation be-havior (i.e., the combination of the four dimensions) are all positively related to the job involvement of financial planners. The results further show that the explanation power of all these five variables is greater than the control variables included in this research (i.e., work ethic commitment, self-esteem, skill variety, feedback, supervisory consid-eration, participative leadership).

內容目錄
中文摘要　．．．．．．．．．．．．．．．．．．．．． iii
英文摘要　．．．．．．．．．．．．．．．．．．．．． iv
誌謝辭　　．．．．．．．．．．．．．．．．．．．．． vi
內容目錄　．．．．．．．．．．．．．．．．．．．．． vii
表目錄　　．．．．．．．．．．．．．．．．．．．．． viii
圖目錄　　．．．．．．．．．．．．．．．．．．．．． ix
第一章　　序論．．．．．．．．．．．．．．．．．．． 1
　　第一節　　研究背景與動機．．．．．．．．．．．． 2
　　第二節　　研究問題與目的．．．．．．．．．．．． 9
第二章　　文獻探討與研究假設．．．．．．．．．．．． 13
　　第一節　　工作投入．．．．．．．．．．．．．．． 13
　　第二節　　顧客參與．．．．．．．．．．．．．．． 25
　　第三節　　研究假設．．．．．．．．．．．．．．． 34
第三章　　研究方法．．．．．．．．．．．．．．．．． 35
　　第一節　　研究變數與操作性定義．．．．．．．．． 35
　　第二節　　資料收集方法與樣本結構．．．．．．．． 40
第四章　　研究分析與結果．．．．．．．．．．．．．． 50
　　第一節　　信度分析．．．．．．．．．．．．．．． 50
　　第二節　　皮爾森相關分析．．．．．．．．．．．． 52
　　第三節　　多元回歸分析．．．．．．．．．．．．． 54
第五章　　結論與建議．．．．．．．．．．．．．．．． 56
　　第一節　　實證分析總結．．．．．．．．．．．．． 57
　　第二節　　研究建議．．．．．．．．．．．．．．． 59
參考文獻　．．．．．．．．．．．．．．．．．．．．． 61
附錄　　研究問卷．．．．．．．．．．．．．．．．．． 73

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