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研究生:李詩涵
研究生(外文):Lee, Shin-Han
論文名稱:員工主動服務行為之初探-以資訊服務業為實證情境
論文名稱(外文):Employees’ Proactive Service Behavior in the Information Service Industry
指導教授:蔡顯童蔡顯童引用關係
指導教授(外文):Tsai, Hsien-Tung
口試委員:林婷鈴呂姿瑩劉秀雯陳彥君
口試委員(外文):Lin, Ting-LingLu, Patricia T.Liu, Hsiu-WenChen, Yen-Chun
口試日期:2013-05-24
學位類別:碩士
校院名稱:國立臺北大學
系所名稱:企業管理學系
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:2013
畢業學年度:101
語文別:中文
論文頁數:90
中文關鍵詞:主動服務行為自我效能轉換型領導團隊成員交換關係顧客導向
外文關鍵詞:Proactive service behaviorSelf-efficacyTransformational leadershipTeam-member exchangeCustomer orientation
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由於企業電子化的普及與國際化的發展趨勢,台灣企業已有72.78%已經導入ERP系統。資訊服務業早已深植在各個產業,幫助其內部成員溝通更為快速、準確,提高企業的效率。然而,在過往的研究中,對於資訊服務業的研究甚少,尤其在服務行為方面可謂寥寥無幾。本研究根據主動行為與主動售後服務之相關文獻,提出主動服務行為之模型,透過中介機制─自我效能連結各假設,以探討主動服務行為之前置因素。本研究以250名資訊服務業員工為實證研究對象,接著再以LISREL進行量化分析。本研究發現:員工發生主動服務行為會受到自我效能的影響。再者,本研究發現轉換型領導、團隊─成員交換關係與顧客導向會透過中介機制影響員工主動服務行為的發生。整體而言,本研究提供資訊服務業在管理上一個實務的參考與建議。
Due to the E-Business and the internationalization trend, here are already 72.78 percent of Taiwan enterprises adopt the ERP system. Information services industry has deeply rooted in each industry, helping internal members to communicate more quickly, accurately, and to improve the efficiency of the enterprises. However, there are few studies on the Information Service Industry, especially in the aspect of service behavior. Based on the relevant literature of proactive behavior and proactive postsales service, this research proposes a model of the proactive service behavior and which through self-efficacy to connect each pre-factors. This research collected 250 observation from staffs of information service companies. This research found that the proactive service behavior is affected by self-efficacy. Furthermore, this study shows that three proposed antecedents can trigger proactive service behavior through self-efficacy. Overall this research is show a consideration of the key managerial and implications in Information service industry.
謝詞I
中文摘要II
英文摘要 III
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究目的 4
第四節 研究流程 6
第二章 文獻探討 7
第一節 資訊服務業 7
第二節 主動服務行為 11
第三節 主動服務行為影響的因素 18
第四節 自我效能的前因 22
第五節 獎酬的干擾效果 28
第六節 訓練的干擾效果 30
第三章 研究設計 33
第一節 研究架構 33
第二節 假說推論 34
第三節 變數定義與衡量 37
第四節 抽樣對象與資料蒐集 43
第五節 資料分析法 44
第四章 資料分析與實證結果 47
第一節 樣本敘述統計分析 47
第二節 量表信度與效度分析 48
第三節 結構模型驗證 51
第五章 結論與建議 57
第一節 研究結論 57
第二節 研究發現 57
第三節 管理意涵 60
第四節 研究限制 61
第五節 後續研究建議 61
參考文獻 63
附錄 問卷題項 75
著作權聲明 81

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