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研究生:張簡惠玲
研究生(外文):Hui-Ling Chang
論文名稱:組織環境、組織承諾、服務補救表現與工作滿意度關係之研究
論文名稱(外文):A Study of the relationship among organizational environment,organizational commitment , service recovery and job satisfaction.
指導教授:廖曜生廖曜生引用關係
學位類別:碩士
校院名稱:國立屏東商業技術學院
系所名稱:國際企業所
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:2010
畢業學年度:98
語文別:中文
論文頁數:83
中文關鍵詞:組織環境組織承諾服務補救工作滿意
外文關鍵詞:service recovery、job satisfaction、organization
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服務業的產值占一國GDP(國內生產毛額)的比重,可以反映出該國的經濟發展程度。而服務品質決定於顧客主觀的經驗判斷,顧客的需求成為決定服務品質的關鍵因素,符合顧客需求的重要性大於所提供物品及服務的標準及規格。當顧客的期望品質大於知覺品質的時候,就會產生不滿意,如何彌補這個落差,就有賴服務補救管理了。合宜的服務補救措施,會增進員工的工作滿意外,也會直接提昇服務投入工作的願意,並接受更多的訓練(賴明政,1998)。成員個體生理與心理對工作環境認知到的滿意程度,應會增進成員的組織承諾。承諾係成員對公司價值的歸屬並願協助公司達成目標的程度,當成員察覺自己愈對組織所感受到的滿意愈高,其承諾程度會愈為提高。

有鑑於此,本研究針對服務業500位第一線服務人員進行實證研究,主要探討第一線服務人員的工作環境與公司給予員工的承諾,是否影響到服務過程,也就是當服務過程中發生失誤時,員工會不會因為公司對他的好壞而影響到員工發生失誤時第一時間所做出的判斷,進而影響到員工自己本身對工作滿意度。其研究結果如下:

1.組織環境對服務補救表現有正向影響關係
2.組織承諾對服務補救表現未達正向影響關係
3.服務補救表現對工作滿意度有正向影響關係
The ratio of the output value of service industry in GDP of one nation can reflect the condition of the economic development. The service quality depends on customers’ subjective judgments and their needs which are the essential factors of service quality. Conforming consumers’ need is more important than providing the specifications and standards of goods and service. When customers’ quality of expectation is higher than their quality of perception, they feel disappointed. How to make up for this gap depends on the management of service recovery. Appropriate service recovery can not only enhance staff’s job satisfaction, but also directly make service staff to be more willing to focus on their job and to accept more training. (賴明政, 1998). Staff’s satisfaction of physiology and psychology about working environment will forward their organizational commitment. Commitment is the sense of belonging to the value of the firm and the level of being willing to support the firm to achieve its goal. When staffs observe that they have more satisfaction with the organization, their will have higher level of commitment.

According to this, we take 500 front-lined service staffs as examples for empirical study. We try to find if the front-lined service staffs’ commitment of working environment and the commitment the firm give to staffs will have an influence to the process of giving a service. In other words, when there is a mistake in a process of giving a service, if the staffs’ first-time reactions will be influenced by how the firm treats them, and if it will influence staffs’ satisfactions with their jobs. The results of this article as following:

1.Organizational environment has positive relation to service recovery.
2.Organizational commitment has positive relation to service recovery.
3.Service recovery has positive relation to job satisfactions.
目錄
第一章 緒論
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
第一節 服務與服務品質……………………………………………5
第二節 組織環境……………………………………………………9
第三節 組織承諾……………………………………………….…10
第四節 服務補救………………………………………………….13
第五節 工作滿意……………………………………………………25
第六節 組織承諾與服務補救………………………………………30
第七節 服務補救、組織承諾與工作滿意…………………………30
第八節 工作滿意與組織承諾………………………………………31

第三章 研究方法
第一節 研究架構……………………………………………………32
第二節 研究假說……………………………………………………33
第三節 研究變數定義與衡量………………………………………34
第四節 研究工具……………………………………………………36
第五節 資料分析方法………………………………………………4
3
第四章 資料分析
第一節 敘述性統計分析……………………………………………44
第二節 各構面之信度分析…………………………………………46
第三節 各屬性與研究變項間之差異分析…………………………48
第四節 各構面之相關性分析……………………………………..52
第五節 迴歸分析……………………………………………………54

第五章 結論
第一節 研究假說驗證……………………………………………..57
第二節 研究結論……………………………………….…….…..57
第三節 管理意涵…………………………………………………..60
第四節 研究限制與未來研究方向…………………………………61

參考文獻
中文部分…………………………………………………….………..62
英文部分………………………………………………………….…..67

附錄
附錄一 論文問卷……………………………………………………80
參考文獻
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