臺灣博碩士論文加值系統

摘要
論文名稱: 主管知覺組織支持、主管回應性與員工組織公民行為之關聯
頁數:56頁
校所組別:國立中央大學人力資源管理研究所
研究生: 張婉真
指導教授: 劉念琪博士
論文摘要內容:
在以往學者的研究中，大都針對員工知覺組織支持與組織公民行為進行探討，較少研究探討主管感受與員工行為之間所展現的關聯。本研究因此嘗試納入「組織與主管」及「主管與員工」兩個層面，欲探討主管經由對組織支持的感知，對其員工組織公民行為之展現，是否產生涓滴效果(trickle-down effect)之影響。

研究樣本來源為國內某旅館集團主管與第一線服務員工為調查對象，本研究採用立意取樣法，針對國內某酒店集團以問卷施測的方式進行，驗證旅館產業主管知覺組織支持、主管回應性與員工組織公民行為之間的關係。研究對象為旅館直接與顧客接觸、提供服務的「外場部門」人員與其直屬主管。本研究回收樣本為主管問卷: 17份，回收率為100%；第一線服務員工問卷:107份，回收率為 93.04%。本研究分析結果得知:
一、主管知覺組織支持對員工組織公民行為有正向的影響關係。
二、主管回應性對員工組織公民行為有正向的影響關係。
三、主管回應性在主管知覺組織支持與員工組織公民行為間具有干擾效果。

關鍵字: 主管知覺組織支持、主管回應性、員工組織公民行為

Abstract
Title: The Relationships among Supervisor Perceived Organizational Support, Supervisor Responsiveness and Employee Organizational Citizenship Behavior.

Previous researches about the relationships between perceived organizational support and organizational citizenship behavior were mainly based on employee’s point of view. This study tends to discuss the “trickle - down effect”, which assumes supervisors perceived organizational support will affect his or her leadership to perform positive responsiveness to their subordinates. Moreover, when the subordinates receive positive feedback from the supervisors, they will be willing to behave organizational citizenship behavior in return.

This study scrutinized 107 data collected from contact employees in the front line division of a local hotel chain in Taiwan. As a whole, the result of this study showed that:
1. Supervisor perceived organizational support had positive relation with employee
organizational citizenship behavior.
2. Supervisor responsiveness had positive relation which influenced employee organizational citizenship behavior.
3. Supervisor perceived organizational support and supervisor responsiveness both reinforce employee organizational citizenship behavior. In other word, supervisor responsiveness played as a moderating effect to supervisor perceived organizational support and employee organizational citizenship behavior.
Keywords: supervisor perceived organizational support, supervisor responsiveness, employee organizational citizenship behavior

目錄
摘要 i
Abstract ii
致 謝 iii
目錄 iv
圖目錄 vi
表目錄 vii
一、緒論 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
二、文獻探討 6
2-1知覺組織支持 6
2-2主管回應性 8
2-3組織公民行為 11
2-4假設探討:主管知覺組織支持、主管回應性與員工組織公民行為之關聯 15
三、研究方法 18
3-1研究架構 18
3-2研究假設 19
3-3研究對象與樣本概述 19
3-4研究變項之操作型定義及測量 20
3-5資料分析方法 23
四、研究結果與分析 25
4-1敘述性統計分析 25
4-2信度分析 27
4-3相關分析 27
4-4研究變項迴歸分析 30
4-5討論 35
五、結論與建議 37
5-1研究結果 37
5-2管理義涵及建議 38
5-3研究限制及未來研究建議 40
參考文獻 41
附錄一:問卷設計 48

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