隨著時代的變遷，產業和教育水準的提高，女性開始進入職場工作，傳統家庭結構被改變，因此不管是男性或女性都面臨到了工作和家庭所產生的衝突，越來越多的組織開始實施所謂的友善職場和友善家庭的政策，認為兩者的平衡對員工與公司來說是有益處的，特別是員工的工作績效與離職傾向上面可以有所改善，並基於社會交換理論，當員工感知到組織所給予的支持時，會以某種方式報答組織，本研究稱為這樣自動自發的行為稱為組織公民行為。本研究將以工作家庭人力資源為出發點、了解是否可以產生較高之組織公民行為，並透過組織公民行為了解其對工作績效、離職傾向之間的影響。
本研究使用問卷調查法，調查台灣地區百大金融業，並使用迴歸去探討之間的關聯性，主要研究結果發現：一、工作家庭人力資源實務會正向影響組織公民行為。二、組織公民行為會正向影響工作績效。三、組織公民行為會負向影響離職傾向。四、工作家庭人力資源實務會透過組織公民行為影響工作績效。五、工作家庭人力資源實務不會透過組織公民行為影響離職傾向。

More and more firms pay attention to family life except work, they believe that family life and work’s balance have benefit. Employees think that they will pay back when get a reward according to social exchange theory, this is called organization citizenship behaviors. Our research will discuss a study of relationship between work-family human resource practice, organization citizenship behaviors, job performance and turnover. Therefore, this study start from work-family human resource practice, trying to understand if work-family human resource practice can help to develop better organization citizenship behaviors, and if better organization citizenship behaviors can lead to improve job performance and turnover.
We use questionnaire survey to be our research method, and discuss the relationship between each other by regression analysis. The results revealed that work-family human resource practice is positively associated with organization citizenship behaviors, and organization citizenship behaviors is positively associated with job performance and negatively associated with turnover. In addition, organization citizenship behaviors have mediating effect among work-family human resource practice and job performance.But organization citizenship behaviors have no mediating effect among work-family human resource practice and turnover.

第一章、 前言 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究流程 5
第二章、 文獻探討 6
2.1 工作家庭人力資源實務 6
2.2 組織公民行為 16
2.3 工作績效 19
2.4 離職傾向 22
2.5 工作家庭人力資源實務與組織公民行為的關係 26
2.6 組織公民行為與工作績效的關係 27
2.7 組織公民行為與離職傾向的關係 28
2.8 工作家庭人力資源實務、組織公民行為與績效的關係 29
2.9 工作家庭人力資源實務、組織公民行為與離職傾向的關係 30
第三章、 研究方法 32
3.1 研究架構 32
3.2 研究設計 33
3.3 研究分析方法 38
3.4 樣本資料來源 39
第四章、 研究結果 40
4.1 樣本特性分析 40
4.2 問卷信效度分析 46
4.3 相關分析 51
4.4 迴歸分析與驗證假設檢定 53
第五章、 結論與建議 65
5.1 研究結論 65
5.2 管理意涵 69
5.3 研究限制與建議 70
第六章、 參考文獻 71
附錄 員工問卷 80
附錄 主管問卷 82

王國揚，(2002)，「角色衝突、工作壓力與離職傾向關係之探討—以財政部台灣省中區國稅局為例」，中山大學人力資源管理研究所碩士論文。
王楨雅，(1993)，工作家庭協助方案對於員工組織承諾的影響─以台灣地區高科技產業為例，國立中央大學人力資源管理研究所碩士論文。
吳秉恩，(1999)，分享式人力資源管理，台北：翰盧圖書出版有限公司。
李佳俐，(2004)，工作/家庭政策、工作/家庭平衡與員工績效關係之研究，國立成功大學國際企業研究所碩士論文。
李碧涵、賴俊帆(2009)，婦女就業與彈性工時，台灣勞工季刊，No.17，pp.42-49。
李聲吼，(1997)，「人力資源發展的意義與內涵」，人力發展月刊，三十六期。
林博億，(2008)，工作特性、領導風格對員工工作滿意度與工作績效之相關研究—以半導體設備商為例 成功大學/管理學院/高階管理碩士在職專班。
林慧芬，(1999)，落實「工作與家庭平衡」：日本經驗探討，復興崗學報。
林澄貴，(2000) ，知識管理、工程專業人員核心能力與工作績效關係之研究-以中鋼公司為例，中山大學人力資源管理研究所碩士論文。
邱艷婷，(2005)，人力資源高績效工作實務對員工工作績效、組織公民行為關聯性之探討，國立中央大學人力資源管理研究所碩士論文。
高泉錫，(2009)，育嬰津貼，我國育兒政策的第一步，台灣勞工季刊，No.17，pp.6-13。
曹采華，(2001)，員工特徵對工作滿意、組織承諾、組織公民行為、工作績效的影響—以派遣人員為例，國立中央大學人力資源管理研究所碩士論文。
許馨予，(2009)，彈性工時與職家衝突，第十五屆企業人力資源管理專題實務研究成果發表會。
郭玲惠，(2009)，性別工作平等法治之現在與展望，台灣勞工季刊，No.17，pp.14-25。
陳玉芳，(2011)，從勞動力變動趨勢與就業條件瞭解我國兩性就業情況，台灣勞動季刊，No.25，p.66-77。
陳玉芳、詹芷嫻，(2009)，史上第一次女性勞動參與率逼近50%，台灣勞工季刊，No.17，pp.50-58。
陳慧敏，(2009)，創造幸福家庭，請給她友善的職場環境，台灣勞工季刊，No.17，pp.26-31。
陳燕華，(2005)，組織變革認知與組織公民行為對工作績效影響之研究─以空軍後勤維修部隊為例，南華大學管理科學研究所碩士論文。
焦興鎧，(2010)，對我國實施家庭照顧休假制度之檢討評析，台灣勞工季刊台灣勞工季刊，No.24，pp.54-60。
黃煥榮，(2009)，運用友善家庭政策平衡工作與家庭－理論與經驗的初探，人事月刊，Vol.48，No.1，pp.2-18。
廖哲彥，(2009)，企業決定人力資源管理措施之關鍵因素研究-以IC 設計業為例，國立中央大學人力資源管理究所碩士論文。
劉梅君，(2011)，「工作生活平衡」政策：宏觀趨勢的意義及具體作為，台灣勞動季刊，No.25，p.86-95。
劉毓秀、王兆豐(2010)，如何兼顧工作與育兒?托育政策向前走，台灣勞工季刊，No.23，pp.65-70。
蔡婷婷，(2005)，工作家庭政策、工作家庭衝突與組織承諾之研究，國立中山大學人力資源管理研究所碩士論文。
鄭淑媛，(2008)，工作生活方案與工作耗竭之關係探討，大業大學人力資源管理暨公共關係研究所碩士論文。
謝慶鎰，(2002)，組織政治知覺對組織承諾、工作績效、組織公民行為的影響--公民營企業成員比較分析，中山大學人力資源管理研究所碩士論文。

Abelson, M.A. (1986), Strategic management of turnover: A model of the health service administrator, Health Care Management Review, Vol. 11, pp. 61-71
Allen, T. D., Herst, D. E., Bruck, C.S., Sutton, M. (2000), Consequences associated with work-to-family conflict: A review and agenda for future research, Journal of Occupational Health Psychology, Vol.5, No.2, pp. 278-308
Allen, T. D., Herst, D. E., Bruck, C.S., Sutton, M. (2000), Consequences associated with work-to-family conflict: A review and agenda for future research, Journal of Occupational Health Psychology, Vol.5, No.2, pp. 278-308
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, Vol.51, pp.1173-1182.
Blau, P. M. (1964). Exchange and Power in Social Life. New York：Wiley
Borman, W. C., & Motowidlo, S. J. (1997), Organizational citizenship behavior and contexual performance, Human Performance, Vol. 10, No. 2, pp. 67-69
Borman, W. C., & Motowidlo, S. J. (1997). Task Performance and Contaxtual Performance: The Meaning for Personnel Selection Research. Human Performance, Vol. 10, No. 2, pp. 99-109
Boselie, P., Paauwe, J. and Jansen, P. (2001), Human resource management and performance: lessons from the Netherlands, International Journal of Human Resource Management, Vol. 12, No. 7, pp.1107-1125
Boyar, S. L., Maertz Jr, C. P., Pearson, A. W., & Keough, S. (2003), Work-family conflict: A model of linkages between work and family domain variables and turnover intentions, Journal of Managerial Issues, Vol. 15, No. 2, pp.175-192
Boyar, S. L., Maertz Jr, C. P., Pearson, A. W., & Keough, S. (2003). Work-family conflict: A model of linkages between work and family domain variables and turnover intentions. Journal of Managerial Issues, Vol. 15, No. 2, pp. 175-192
Byars, Lloyd L. & Rue, Leslie W. (2004), Human Resource Management, 7th Edition, McGraw-Hill
Campell, J. P. (1990), An overview of the army selections and classification project. Personnel Psychology, Vol. 9, pp. 309-329
Cardona P., Lawrence, B.S.＆Bentler, P.M. (2004), The Influence of Social Work Exchange Relation on Organizational Citizenship Behavior, Group & Organization Management, Vol. 29, pp. 219-247
Chen,X.P.,Hui,C.,&Sego,D.J.(1998), The role of organizational citizenship behavior in turnover: Conceptualization and preliminary tests of key hypotheses, Journal of Applied Psychology, Vol. 83, pp. 922–931
Chen,X.P.,Hui,C.,&Sego,D.J.(1998), The role of organizational citizenship behavior in turnover: Conceptualization and preliminary tests of key hypotheses, Journal of Applied Psychology, Vol. 83, pp. 922–931
Delery, J. E. and Doty, D. H.(1996), Modes of Theorizing in Strategic Human Resources Management: Tests of Universalistic, Contingency, and Configurational Performance Prediction, Academy of Management Journal, Vol.39, pp.802-835.
Eaton, S. C. (2003), If you can use them: flexibility policies, organizational commitment, and perceived performance. Industrial Relations, Vol. 42, No. 2, pp. 145-167
Eby, L. T., & Lockwood, A. (2005). Proteges’ and mentors’ reactions to participating in formal mentoring programs: A qualitative investigation. Journal of Vocational Behavior, Vol.67, pp. 441–458
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986), Perceived organizational support, Journal of Applied Psychology, Vol. 71, No. 3, pp. 500-507
Elanain, H. (2007), Relationship between Personality and Organizational Citizenship Behavior: Does Personality Influence Employee Citizenship?, International Review of Business Research Papers, Vol. 3, No. 4, pp. 31-43
Emmanuel Iriemi Ejere(2010), A Note on Job Performance and Motivational Techniques, Interdisciplinary Journal Of Contemporary Research In Business, Vol. 1, No. 9
Farh, J. L. , Earley, P.C., & Lin, S.C. (1997), Impetus for action: A cultural analysis of justice and organizational citizenship behaviour in Chinese society, Administrative Science Quarterly, Vol.42, pp. 421-44
Feng-Hui Leea*, Tzai-Zang Leeb and Wann-Yih Wua(2010), The International Journal of Human Resource Management, Vol. 21, No. 9, pp.1351–1372
French, C., & Seward, F. (1983), Impetus for action: a cultural analysis of justice and organizational citizenship behavior in society. Administrative Science Quarterly, pp. 421-434
Friedman, D. E. (1990), Work and Family: The New Strategic Plan, Human Resource Planning, Vol. 13, No. 2, pp.79-88
Frone, M. R., & Cooper, M. L. (1997), Relation of Work-Family Conflict Outcomes: A Four-Year Longitudinal Study of Employed Parents, Journal of Occupational and Organizational Psychology, Vol. 70, pp. 325-335
Frone, M. R., Russell, M. & Cooper, M. L. (1992), Antecedents and outcomes of work-family conflict: Testing a model of the work-family interface, Journal of Applied Psychology, Vol.77, No.1, pp. 65-78
Goodstein, J. D. (1994), Institutional pressures and strategic responsiveness: Employer involvement in work-family issues, Academy of Management Journal, Vol.37, No. 2, pp. 350-388
Gouldner, A. W. (1960). The Norm of Reciprocity. American Sociological Review, 25, 165-167.
Graham, J. W. (1991), An essay on organizational citizenship behavior, Employee Responsibilities and Rights Journal, Vol. 4, pp. 249-270
Greenhaus, Jeffrey H. & Beutell, Nicholas J. (1985). Sources of Conflict Between Work and Family `Roles, Academy of Management Review, Vol.10, No. 1, pp.76-88
Grover, S. L., and Crooker, K. J. (1995). Who Appreciates Family-Responsive Human Resource Policies: The Impact of Family-Friendly Policies on the Organizational Attachment of Parents and Non- Parents, Personnel Psychology, Vol.48, pp. 271–288
Herlihy, Patricia(1997), Employee Assistance Programs and Work/Family Programs: Obstacles and Opportunities for Organizational Integration, Compensation & Benefits Management, Vol.13, pp22-31
Iain&Tanya (2007), Organizational citizenship behaviour and turnover, The International Journal of Human Resource Management, Vol. 18, No. 6, pp. 1085–1097
Jackson, S. E., & Schuler, R. S. (1995).Understanding Human Resource Management in The Context of Organizations and Their Environments. Annual Reviews Psychology, Vol. 46, pp. 237-264
Kane, V. E.(1976). Process Capability Indices. Journal of Quality Technology, Vol. 18, pp. 41-52
Katz, D., & R. L. Kahn(1966). The Social Psychology of Organizations. New York: Wiley.
Kern, T. and Willcocks L., (2000), Exploring Information Technology Outsourcing Relationships: Theory and Practice, Journal of Strategic Information Systems, Vol. 9, No. 4, pp. 321-350
Konrad, A. M., & Mangel, R. (2000), The impact of work-life programs on firm productivity, Strategic Management Journal, Vol. 21, No. 12, pp. 1225-1237
Kossek, E. E., Colquitt, J. A., & Noe, R. A. (2001). Caregiving decisions, well-being, and performance: The effects of place and provider as a function of dependent type and work-family climates. Academy of Management Journal, Vol. 44, pp.29–44
Lambert, S. (2000), Added benefits: The link between work-life benefits and organizational citizenship behavior, Academy of Management Journal, Vol.43, No. 5, pp. 801-815
Lobel, S. A. (1999). Impacts of Diversity and Work-Life Initiatives in Organizations. In Handbook of Gender and Work, edited by Gary N. Powell. Thousand Oaks, CA: Sage.
Mobley, W. H.(1977), Intermediate Linkages in the Relationship Between Job Satisfaction and Employee Turnover, Journal of Applied Psychology, Vol. 62, pp. 237-240
Mobley, W.H, Griffeth, R.W., Hand, H.H., & Meglino, B.M. (1979),Review and conceptual analysis of the employee turnover process, Psychological Bulletin, Vol. 86, pp. 439-522
Mobley, W.H., S.O. Horner, and A.T. Hollingsworth, (1978), An Evaluation of Precursors of Hospital Employee Turnover, Journal of Applied Psychology, Vol. 63, No. 4, pp. 408-414
Mobley, W.H., S.O. Horner, and A.T. Hollingsworth, (1978), An Evaluation of Precursors of Hospital Employee Turnover, Journal of Applied Psychology, Vol. 63, No. 4, pp. 408-414
Motowidlo, S. J., &Van Scotter, J. R. (1994), Evidence that task performance should be distinguished from contextual performance, Journal of Applied Psychology, Vol. 79, No. 4, pp. 475-480
Neo, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2000), Human Resource Management, 3rd, McGraw-Hall, North America
Noe, Hollenbeck, Gerhart, Wright (2002), Human Resource Management, 4th ed, Mcgraw.Hill
Organ, D. W. & Ryan K. (1995), A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior, Personnel Psychology, Durham: Vol, 48, No. 4, pp. 775-802.
Organ, D. W. (1988), Organizational Citizenship Behavior: The Good Solider Syndrome. Lexington, MA: Lexing Books.
Organ, D. W. (1988). Organizational citizenship behavior：The good soldier syndrome. Lexington, MA：Lexingtin Books.
Organ, D.W. (1988), Organizational citizenship behavior: The good soldier organizations: Issue and directions for future research, Employee Responsibilities and Rights Journal, Vol. 6, pp. 257–269
Organ, D.W. (1988). A restatement of the satisfaction–performance hypothesis. Journal of Management, Vol. 14, pp. 547–557
Perry-Smith, J. E., & Blum, T. C. (2000), Work family human resource bundles and perceived organizational performance, Academy of Management Journal, 43, pp.1107-1117.
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000), Organizational citizenship behaviors：a critical review of the theoretical and empirical literature and suggestions for future research, Journal of management, Vol. 26, No. 3, pp. 513-563
Podsakoff, P.M., & MacKenzie, S.B. (1994b), Organizational citizenship behavior and sales unit effectiveness, Journal of Marketing Research, Vol.31, No. 3, pp. 351-363
Porter, L. W. and R. M. Steers, Organizational, Work, and Personal Factors in Employee Turnover and Absenteeism, Psychological Bulletin, Vol. 80, pp. 161-176
Price, J. L. (1977). The study of turnover. Ames: Iowa State University Press.
Pulakos, E. D., Arad, S., Donovan, M. A., and Plamondon K. E. (2000), Adaptability in the workplace: Development of a taxonomy of adaptive performance, Journal of Applied Psychology, Vol. 85, No. 4, pp. 612-624
Roehling, P.V., Roehling, M.V. and Moen, P. (2001), The relationship between work-life policies and practices and employee loyalty: a life course perspective. Journal of Family and Economic Issues, Vol. 22, pp. 141–70
Scheibl, F. & Dex, S.(1998). Should We Have More Family-Friendly Policies? European Management Journal, Vol. 16, No. 5, pp. 586-599
Settoon, R. P., Bennett, N., Liden, R.C. (1996), Social Exchange in Organizations: Perceived Organizational Support, Leader-Member Exchange, and Employee Reciprocity, Journal of Applied Psychology, Vol. 81, No. 3, 219-227
Simkin, C. & Hiliage, J. (1992), Family-friendly Working: New Hope or Old Hype?, IMS Report No. 24, Institute of Manpower Studies.
Smith, C. A., Organ. D. W., & Near, J.P(1983), Organizational Citizenship Behavior：It is Nature and Antecedents, Journal of Applied Psychology, Vol. 68, pp. 655-663
Thomas W. H. Ng&Daniel C. Feldman(2010),Organizational Tenure and Job Performance,Journal of Management,Vol. 36 No. 5
Thompson, C. A., Beauvais, L. L.,& Lyness, K. S.(1999), When work–family benefits are not enough: The influence of work–family culture on benefit utilization, organizational attachment, and work–family conflict, Journal of Vocational Behavior,Vol. 54, pp. 392–415
Timothy David Ryan&Michael Sagas (2009), Relationships between pay satisfaction, work-family conflict, and coaching turnover intentions, Team Performance Management, Vol. 15 No. 3/4, pp. 128-140
Tzafrir, S.S. (2005), The relationship between trust, HRM practices and firm performance, International Journal of Human Resource Management, Vol. 16, No. 9, pp. 1600-1622
Van Scotter, J.R. (2000), Relationships of Task Performance and Contextual Performance with Turnover, Job Satisfaction, and Affective Commitment, Human Resources Management Review, Vol. 10, pp.79–95
Waldman, A. D., Atwater, L. E., & Antonioni, D. (1998), Has 360-degree feedback gone amok? The Academy of Management Executive, Vol. 12, No. 2, pp. 86–94
Wood, S. J. Menezes, L. M. & Lasaosa, A. (2003), Family-Friendly Management in Great Britain: Testing Various Perspectives, Industrial Relations, Vol.42, No. 2, pp. 221-250