員工意見表達行為對於組織的決策及發展而言具有重要意義，組織該如何增進員工建設性的意見表達並減少刻意隱瞞資訊的狀況，是研究上的重要議題。領導部屬交換關係的品質過去被認為可能會影響員工的意見表達行為。本研究以建言行為與沉默行為作為變數，探討領導部屬交換關係對員工建言行為與沉默行為的影響。由於過去研究並未詳細討論領導部屬交換關係與意見表達行為之間的過程機制，故本研究以心理授權為中介變數，檢視領導部屬交換關係是否會透過員工心理授權感的提升，而對建言與沉默行為造成影響；此外，本研究也探討領導部屬交換關係與心理授權之間的關係，以及心理授權與建言、沉默行為之間的關係，是否會受到自我效能與服務績效的調節影響。本研究試圖以此較完整的過程模式，來描述領導部屬交換關係對員工建言、沉默行為的影響效果。
本研究採用問卷調查的方式蒐集資料，研究對象為台北市與新北市連鎖電信業者的服務人員。研究設計採配對問卷方式，分為員工自評問卷與同事他評問卷。員工本人(主要研究參與者)填答領導部屬交換關係、心理授權、自我效能與沉默行為，同事則填答主要參與者的服務績效與建言/沉默行為。在篩除遺漏值過多及無法配對的問卷後，本研究實際有效問卷為210組。
經資料分析後，本研究結果顯示：(1) 領導部屬交換關係對員工建言行為具有顯著正向影響效果；(2) 領導部屬交換關係對員工知覺到的心理授權具有顯著正向影響效果；(3) 領導部屬交換關係會透過心理授權之中介，進而增加員工建言行為；(4) 領導部屬交換關係對員工沉默行為具有顯著負向影響效果； (5) 領導部屬交換關係會透過心理授權之中介，而減少員工沉默行為；(6) 自我效能與服務績效對領導部屬交換關係與心理授權之間的關係無顯著調節影響效果；(7) 自我效能與服務績效對心理授權與建言行為之間的關係無顯著影響效果；(8) 自我效能與服務績效對心理授權與沉默行為之間的關係有顯著的調節影響效果。本研究之結果有助於釐清領導部屬交換關係如何透過心理授權的中介以及自我效能與服務績效的調節，影響員工建言與沉默行為。此外，本研究建議未來可繼續探討其他有助於促進建言行為或降低沉默狀態的調節變數，以對員工意見表達行為有更周延的瞭解。

Employee expression behaviors play an important role on decision-making and organizational development. How to promote constructive expression behaviors and reduce the intended information-hiding behaviors is a key issue in business research. Past literature indicated that leader-member exchange (LMX) could influence employees’ expression behaviors. Treating voice and silence as dependent variables, this study investigates how LMX affects employee opinion behaviors. Given that previous research did not fully and sophisticatedly examine the psychological process from LMX to employee expression behavior, this study tries to examine the mediating role of psychological empowerment in order to understand whether LMX would increase employees’ perception of psychological empowerment, thus affect voice and silence behaviors. Furthermore, this study also investigates whether employee self-efficacy and service performance would moderate the relationship between LMX and psychological empowerment, and the relationship between psychological empowerment and voice as well as silence. Compared with previous research, this study intends to adopt a more thorough theoretical model to describe this process.
This study used survey method to collect data. Research participants were the service employees of a telecommunication company in Taipei City and New Taipei City. In this research, we designed two versions of questionnaires: one was self-reported and the other was peer-reported. Service employees filled out the self-reported questionnaire and rated their own perceptions of LMX, psychological empowerment, self-efficacy, and silence behavior. Colleagues filled out the other-reported questionnaire and rated service employees’ service performance, voice behavior, and silence behavior. After eliminating the unmatched and data-missing questionnaires, this study finally obtained 210 valid paired questionnaires.
The results showed that: (1) LMX is significantly and positively related to employee voice behavior; (2) LMX is significantly and positively related to psychological empowerment; (3) LMX increases employee voice behavior through the mediation of psychological empowerment; (4) LMX is significantly and negatively related to employee silence behavior; (5) LMX decreases employee silence through the mediation of psychological empowerment; (6) self-efficacy and service performance do not significantly moderate the relationship between LMX and psychological empowerment; (7) self-efficacy and service performance do not significantly moderate the relationship between the psychological empowerment and employee voice behavior; (8) self-efficacy and service performance significantly moderate the relationship between the psychological empowerment and employee silence behavior. The findings of this study are beneficial for clarifying how LMX affect voice/silence behavior through the mediation of psychological empowerment and the moderation of self-efficacy as well as service performance. To further understand employee opinion expression behavior, this study suggests that future research could investigate the variables that might also help improve employee voice and reduce silence.

目錄 II
圖目錄 IV
表目錄 V
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機及目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 員工意見表達行為 5
第二節 領導部屬交換關係 13
第三節 研究架構與假設 21
第三章 研究方法 29
第一節 研究對象與資料的蒐集 29
第二節 研究構念衡量 30
第三節 資料分析方法 33
第四章 研究結果分析 35
第一節 敘述統計與信效度分析 35
第二節 假設檢定 47
第五章 研究結論與建議 65
第一節 研究假設與結果 65
第二節 理論貢獻及實務意涵 71
第三節 研究限制與未來研究建議 75
參考文獻 78
附錄 88
附錄一 員工自評問卷 88
附錄二 同事問卷 …………………………………………………………………..91

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二、中文文獻：
鍾蕙如(2004)。主管-部屬交換品質、工作角色認知與工作負荷量對員工績效之影響(未出版之碩士論文)。國立東華大學，花蓮縣。
趙沛虹(2013)。我真的可以說嗎? 心理授權與建言行為間關係之驗證(未出版之 碩士論文)。國立東華大學，花蓮縣。
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廖心瀅(2012)。倫理領導與建言行為關係的研究─心理賦能之中介效果(未出版之碩士論文)。國立台灣科技大學，台北市。