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研究生:金美珠
研究生(外文):CHIN, MEI-CHU
論文名稱:就業服務員主動性人格特質、心理資本、服務導向組織公民行為與工作投入之關聯性研究
論文名稱(外文):A Study on the Relationships among Proactive Prsonality, Psychological Capital, Service-oriented Organization Citizenship Behavior and Job Involvement in Employment Service Person
指導教授:黃良志黃良志引用關係
指導教授(外文):HUang, LIANG-CHIH
口試委員:溫金豐余明助
口試委員(外文):UEN, JIN-FENGYU, MIN-CHU
口試日期:2017-06-12
學位類別:碩士
校院名稱:國立中正大學
系所名稱:勞工關係學系碩士在職專班
學門:社會及行為科學學門
學類:綜合社會及行為科學學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:99
中文關鍵詞:主動性人格特質心理資本服務導向組織公民行為工作投入
外文關鍵詞:Proactive prsonalityPsychological capitalService-oriented organizational citizenship behaviorJob involvement
相關次數:
  • 被引用被引用:3
  • 點閱點閱:254
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:2
摘要

近年來,服務業的服務品質受到社會大眾很大的重視與期待,而從事服務業的人員也隨之受到較大的檢視與要求。就業服務也是一項服務的工作,因近幾年的高失業率讓政府更重視就業服務這項重要的業務,希望就業服務人員能夠為有求職、求才需求者提供更完善的服務。本研究以主動性人格特質為自變項,服務導向組織公民行為及工作投入為依變項,並以心理資本為中介變項,探討它們之間的關係,及驗證心理資本在主動性人格特質及服務導向組織公民行為與工作投入間之中介效果。
本研究以台中以南公立就業服務中心第一線就業服務人員為研究對象,為避免出現共同法法變異問題,本研究問卷發放採用二階段方式進行,且二階段的填答者須為同一位就業服務員,第一階段問卷共計發放356份,回收有效問卷295份,有效問卷回收率為82.86%;第二階段再以第一階段之295份問卷發放,回收有效問卷為214份,有效問卷回收率為72.54%。樣本資料經統計運算後,以描述性統計、信度分析、驗證性因素分析、相關分析、多元線性迴歸分析等統計方法進行假設驗證,驗證結果如下:
(一) 主動性人格特質對服務導向組織公民行為具顯著正向影響。
(二) 主動性人格特質對工作投入具顯著的正向影響。
(三) 心理資本對服務導向組織公民行為具顯著的正向影響。
(四) 心理資本對工作投入具顯著正向影響。
(五) 主動性人格特質對心理資本具顯著的正向影響。
(六) 心理資本在主動性人格特質與服務導向組織公民行為間具有完全中介效果。
(七) 心理資本在主動性人格特質與工作投入間具有完全中介效果。
依據研究結果,提出具體研究結論與建議供實務界與後續研究之參考。

Abstract
Recentlly, the service quality of the service industry has been greatly valued and expected by the community, and the personnel worked in the service industry have also been subject to greater inspection and requirements. Employment services are also a service work, because the high unemployment rate in recent years so that the government attaches great importance to employment services, this important business, hope that the employment service staff for job seekers, who demand to provide better services. This study takes the proactive prsonality as the independent variable, the job involvement and the service-oriented organization citizenship behavior as the dependent variable, and uses the psychological capital as the mediating variable to discuss their relationships and verify whether the psychological capital is the proactive personality and service- oriented organizational citizenship behavior and job involvement.
This study takes the first-line employment service person of the Central Public Employment Service Center in the southern Taiwan as the objects in the study. In order to reduce common method variance, the questionnaire was distributed in two phases. The first phase questionnaires were issued with 356 valid cases, 295 valid questionnaires and 82.86% effective questionnaires. The second stage and then the first phase of the 295 questionnaires issued, the recovery of valid questionnaires for the 214, the effective questionnaire recovery rate of 72.54%. After the statistical data of the sample data, the statistical methods such as descriptive statistics, reliability of analysis, confirmatory factor analysis, analysis of correlation and multiple regression analysis were used to verify the results. The results are as follows:
(1) Proactive prsonality has a significantly positive impact on service-
oriented organizational citizenship behavior.
(2) Proactive prsonality has a significantly positive impact on job
involvement.
(3) Psychological capital has a significantly positive impact on service-
oriented organizational citizenship behavior.
(4) Psychological capital has a significantly positive impact on job
involvement.
(5) Proactive prsonality have a significantly positive impact on psychological
capital.
(6) Psychological capital has a fully mediating effect between proactive
prsonality and service-oriented organizational citizenship behavior.
(7) Psychological capital has a fully mediating effect between proactive
prsonality and job involvement.
Based on the research results, the concrete conclusions and suggestions
will provide for practice and future study as references.

目錄………………………………………………………………………………………I
表目錄 III
圖目錄 V
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第二章 文獻探討 7
第一節 主動性人格特質 7
第二節 心理資本 11
第三節 服務導向組織公民行為 20
第四節 工作投入 27
第五節 各研究變項間的關係 33
第三章 研究方法 39
第一節 研究對象與資料蒐集 39
第二節 研究變項操作性定義與衡量工具 43
第三節 測量模式 52
第四節 資料分析方法 55
第四章 實證分析結果.................................................................................................59
第一節 相關分析 59
第二節 各研究變項之迴歸分析 66
第三節 心理資本之中介效果分析 72
第四節 研究假設與驗證結果 77
第五章 結論與建議 79
第一節 研究結論 79
第二節 研究建議 81
第三節 研究限制與後續研究建議 84
參考文獻 87
附錄一 第一階段問卷 93
附錄二 第二階段問卷 97


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