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研究生:林倢瑩
研究生(外文):Jie-Ying Lin
論文名稱:員工正向心情、服務氣候、工作標準化與服務導向公民行為的關係
論文名稱(外文):The relationship of Positive Mood、Service Climate、Job Standard and Service-Oriented Citizenship Behavior
指導教授:蔡啟通蔡啟通引用關係
學位類別:碩士
校院名稱:國立彰化師範大學
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:2011
畢業學年度:99
語文別:中文
論文頁數:71
中文關鍵詞:正向心情心情感染服務氣候工作標準化服務導向公民行為
外文關鍵詞:positive moodmood contagionservice climatejob standardservice-Oriented Citizenship Behavior
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由於員工可以視為顧客和組織之間的溝通橋樑,且其服務導向公民行為有利於提升服務品質與顧客滿意度,進而增進組織經營效益,因此究竟什麼因素會增進員工展現服務導向公民行為是值得關注的議題。由於員工知覺到服務氣候與服務導向公民行為有所關連,因此本研究以服務氣候為干擾變項,探討是否會影響員工正向心情與服務導向公民行為之關係。過去對於工作標準化多是單調且缺乏彈性的刻板印象,因此本研究欲探討,無形的服務氣候是否會透過有形的工作標準化來增強其服務導向公民行為。
本研究採問卷調查法,針對連鎖店員工進行隨機抽樣,一共回收127份有效樣本,利用階層迴歸分析進行假設驗證,研究發現,服務氣候會干擾正向心情與服務導向公民行為之關係。工作標準化會中介服務氣候與服務導向公民行為之關係。本研究根據研究結果提出企業應增強服務氣候支持、增強員工情緒管理知能以及工作標準化的彈性運用,讓員工可以透過自我情緒認知以及企業中的服務支援,促進其在服務業上的服務導向公民行為,最後,本研究也提出未來研究建議與研究限制供後續讀者參考。

There is a direct interaction between the service employee and customer and their service-oriented citizenship behavior beneficial to improve service quality and customer satisfaction. This study tries to serve service climate as a moderating variable to explore whether the positive mood and affect their service-oriented citizenship behavior. In the past, standardization work is considered to be inflexible, so we want to explore whether standardization will mediate the relationship between service climate and service-oriented citizenship behavior.
Questionnaire survey was used in the study. The 127samples were collected from employee of chain stores. The research conduct the multi-regression to test the hypotheses. There are some findings: Service climate moderate the relationship between positive mood and service-oriented citizenship behavior. Besides, this study also found that service climate is through the job standard to effect the service-oriented citizenship Behavior. Entrepreneur should be build up service climate to support staff in the work context and to enhance emotional recognition. It can improve the service-oriented citizenship behavior.Finally, the future research directions and limitations will be discussed.

Keywords:
positive mood, mood contagion, service climate,job standard, service-Oriented Citizenship behavior

中文摘要 I
Abstract II
目錄 III
表目次 V
圖目次 VI
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程 6
第四節 名詞釋義 7
第二章 文獻探討 10
第一節 員工正向心情與服務導向公民行為之關係 10
第二節 服務氣候干擾員工正向心情與服務 15
第三節 工作標準化中介效果 17
第三章 研究方法 21
第一節 研究架構與假設 21
第二節 研究對象 22
第三節 研究工具 22
第四節 調查實施 24
第五節 資料分析 24

第四章 研究結果與討論 27
第一節 樣本描述 27
第二節 問卷之信度與效度 30
第三節 皮爾森積差相關分析 36
第四節 員工正向心情與服務導向公民行為之關係 38
第五節 服務氣候干擾正向心情與服務導向公民行為
之關係 40
第六節 工作標準化中介服務氣候與服務導向公民行為 43
第五章 結論與建議 46
第一節 研究主要發現 46
第二節 研究結論 47
第三節 研究建議 49
第四節 研究限制 52
參考文獻 54
附錄 64

表目次

表4-1受測者員工樣本特性統計 28
表4-2受測者主管樣本特性統計 29
表4-3正向心情量表之因素分析 31
表4-4服務氣候量表之因素分析 32
表4-5工作標準化量表之因素分析 33
表4-6服務導向公民行為量表之因素分析 34
表4-7樣本之各量表信度分析結果 35
表4-8研究變項之平均數、標準差、變項間相關係數及
量表信度a 37
表4-9員工正向心情與服務導向公民行為迴歸分析結果 38
表4-10正向心情對「服務導向公民行為及服務氣候」
干擾效果的區段迴歸分析結果 40
表4-11服務氣候對服務導向公民行為及工作標準化中介
效果的區段迴歸分析結果 43

圖目次
圖3-1研究架構 21
圖4-2服務氣候對「員工正向心情與服務導向公民行為之關係」之干擾作用 41




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