隨著全球服務業的快速增長，服務業在台灣已躍升為主要的經濟發展角色，而因應服務產業的快速變動，組織更需高度彈性的資源及措施以協助組織達成目標。高績效工作系統源自資源基礎理論中發展的策略性人力資源管理觀點，有別於傳統的人力資源作法，以系統化整合各項人力資源管理措施，並結合組織的整體策略，將「員工」納入組織策略的環節，有效地對組織整體績效及管理產生正向影響，符合服務產業特性。
　　本研究以高績效工作系統作為主軸架構，針對台灣地區具有二家（含）以上門市的連鎖服務業，進行高績效工作系統、服務氣候與服務績效關係之實證研究，為避免共同方法變異問題，本研究採用二階段方式進行資料蒐集，共回收90家門市，計329份有效問卷，並以階層線性模式進行主要的假設驗證，以檢驗變數間之關係。
　　研究結果顯示：
　　（1）高績效工作系統對服務績效具顯著正向影響。
　　（2）高績效工作系統對服務氣候具顯著正向影響。
　　（3）服務氣候對服務績效具顯著正向影響。
　　（4）服務氣候對高績效工作系統與服務績效具完全中介效果。
　　最後，依據研究結果，提出本研究具體建議作為實務參考。

　　The service industry in Taiwan has become a major role in the economic development, as the service industry is growing fast globally. Organizations need highly flexible resources and practices to assist organizations in achieving goals. High Performance Work System (HPWS) systematically integrates different methods of human resource management, incorporates with organizations’ strategies, and takes employees into consideration of the organizational strategies as a whole. HPWS effectively improves the performance of organizations and management and suits the service industry. HPWS comes from the view of strategic human resource management from the theory of Resource-Based View, and it is different from the approach of traditional human resource theory.
　　This study is based on HPWS to conduct experiments on chain stores in the service industry that have two or more stores in Taiwan. This study focuses on analyzing the relationships among HPWS, service climate, and service performance, based on Hierachical Linear Modeling (HLM). Data were collected on a two-wave approach to avoid common method variance. 329 copies of questionnaire were collected from 90 stores. The findings are below.
　　(1) HPWS has significantly positive effect on employees’ service performance.
　　(2) HPWS has significantly positive effect on service climate.
　　(3) Service climate has significantly positive effect on employees’ service performance.
　　(4) Service climate has fully mediating effect on the HPWS and service performance.
　　Finally, based on the research results, concrete recommendations are provided as the references for the practice.

中文摘要 i
英文摘要 ii
目　　錄 iii
表 目 錄 iv
圖 目 錄 iv
第一章 緒論 1
第一節　研究背景與動機 1
第二節　研究目的 4
第二章　文獻探討 5
第一節　高績效工作系統 5
第二節　服務氣候 11
第三節　服務績效 15
第四節　本研究各變項間之關係 18
第五節　研究架構 21
第三章　研究方法 23
第一節　研究對象與資料蒐集 23
第二節　研究變項操作性定義與衡量工具 28
第三節　測量模式 36
第四節　資料分析方法 39
第四章　實證分析結果 43
第一節　相關分析 43
第二節　階層線性模式分析 45
第三節　研究假設驗證結果分析 50
第五章　結論與建議 53
第一節　研究結論 53
第二節　研究建議 55
第三節　研究限制與後續研究建議 58
參考文獻 60
附錄一　第一階段問卷 69
附錄二　第二階段問卷 72

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