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研究生:林泳全
研究生(外文):Lin, Yung-Chuan
論文名稱:領導與成員交換關係、知覺組織支持、心理契約、心理賦權與服務導向組織公民行為之關聯性研究
論文名稱(外文):The Relationships among Leader-Member Exchange, Perceived Organizational Support, Psychological Contract, Psychological Empowerment and Service-Oriented Organizational Citizenship Behaviors
指導教授:温玲玉温玲玉引用關係
指導教授(外文):Wen, Ling-Yu
口試委員:鍾瑞國蔡錫濤林文燦許壹傑温玲玉
口試委員(外文):Chung, Ruey-GwoTsai, Shih-TauLin, Wen-TsanHsu, I-ChiehWen, Ling-Yu
口試日期:2017-06-07
學位類別:博士
校院名稱:國立彰化師範大學
系所名稱:財務金融技術學系
學門:商業及管理學門
學類:財務金融學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:英文
論文頁數:232
中文關鍵詞:領導者與部屬交換關係知覺組織支持心理契約心理賦權服務導向組織公民行為
外文關鍵詞:leader-member exchangeperceived organizational supportpsychological contractpsychological empowermentservice-oriented organizational citizenship behaviors
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本研究以社會交換理論及動機理論觀點為框架,旨在探討台灣餐飲業第一線工作人員之領導者與部屬交換關係、知覺組織支持、心理契約、心理賦權,以及服務導向組織公民行為之間的關聯性,其基本假說為外在動機與內在動機,除了互相消長的關係之外,員工所感受到外在的組織環境及領導者的因素(外在動機),應能促發員工的內在感受(內在動機),進而促進員工的服務導向組織公民行為。研究對象為北、中、南三個區域餐飲業之第一線工作人員,以便利取樣的方式實施問卷調查,問卷發放共1000份,有效回收問卷共477份,有效回收率為47.7%。
本研究以結構方程模式檢驗領導者與部屬交換關係,知覺組織支持,心理契約,心理賦權,以及服務導向組織公民行為等變數之間的關係。分析結果顯示,領導者與部屬交換關係未能影響服務導向組織公民行為,但對心理契約具有正向影響關係,而心理契約對服務導向組織公民行為不具影響能力,亦未能中介領導者與部屬交換關係以及服務導向組織公民行為之間的關係,而中介知覺組織支持以及服務導向組織公民行為之間關係之中介角色亦不存在。另外分析結果亦顯示,領導者與部屬交換關係及知覺組織支持分別對心理契約及心理賦權具有正向的影響能力,而心理賦權對服務導向組織公民行具有正向影響能力,且完全中介領導者與部屬交換關係及服務導向組織公民行為之間的關係,以及完全中介知覺組織支持及服務導向組織公民行為之間的關係。
研究發現外在動機可促發員工的內在動機,進而促進員工的服務導向組織公民行為。關於各變數之間的關係發現,本研究亦提出對餐飲業人力資源管理的建議,以及後續研究方向,作為實務界及學術界的參考。
This study explored the relationships among leader-member exchange (LMX), perceived organizational support (POS), psychological contract (PC), psychological empowerment (PE), and service-oriented organizational citizenship behaviors (service-oriented OCBs) based on the social exchange and motivation theories perceptions. This study assumed the relationship between extrinsic and intrinsic motivation may not only oppose or slash each other, but extrinsic motivation positively influences intrinsic motivation by senses of employees from the factors of organization and supervisors (extrinsic motivation) to drive employees’ inner feelings (intrinsic motivation) in turn promote service-oriented OCBs. By convenient sampling, 1,000 questionnaires were sent to front-line employees who work in restaurants located in north, center, and south of Taiwan. A total of 477 returns, with 47.7% return rate.
This study hypothesized the relationships among LMX, POS, PC, PE, and service-oriented OCBs, and examined by Structural equation modeling (SEM). Results demonstrate that LMX has no effectiveness to service-oriented OCBs, while LMX positively influences PC, but PC neither influences service-oriented OCBs nor become the mediator between LMX/POS and service-oriented OCBs. Besides, LMX and POS individually positively influences PC and PE; meanwhile, PE positively influences service-oriented OCBs and acts an important fully mediator either between LMX and service-oriented OCBs, or between POS and service-oriented OCBs.
According to the findings, this study recommends that extrinsic motivation may drive intrinsic motivation to promote employees’ service-oriented OCBs of front-line service employees. Our findings also provide several related recommendations for executing human resource management in restaurant industries and future researches as practical and theoretical implications as study contributions.
摘 要….…………………………………………………………… I
A b s t r a c t …………………….……...………………….……………. III
謝 誌 ……….…………..……………………..…..………………. V
Table of Contents ………………..……………………………….……VII
List of Figures ………………………..…….…………..………………. IX
List of Tables ……………………………………………………….....… X
Chapter 1 Introduction ………………………………………………... 1
1.1 Research Background and Motivations ...…………....….…… 3
1.2 Research Purposes …..………..…..….…….……………........... 9
1.3 Descriptions of Terminologies ……………………………… 10
1.4 Research Scope and Objects ………………..……...…......….. 12
Chapter 2 Literature Review ….......................................................... 13
2.1 Theoretical Background ……………………………………… 13
2.2 Leader-Member Exchange Theory …………………………... 19
2.3 Perceived Organizational Support …..…………..….………… 31
2.4 Psychological Contract ...…………………….….…………. 44
2.5 Psychological Empowerment ………………………………. 58
2.6 Service-Oriented Organizational Citizenship Behaviors …..… 71
2.7 The Related Studies of LMX, POS, PC, PE,
and Service-Oriented OCBs ………………………………..… 83
Chapter 3 Research Design and Implementation ……………. 101
3.1 Research Framework and Hypotheses …………………….. 101
3.2 The Operational Definitions of Research Variables ……...… 103
3.3 Research Methodologies ……………………………...……. 109
3.4 Research Procedures ……………………………………… 109
3.5 Research Sampling ………………………………………….. 114
3.6 Research Instruments ……………………………………... 114
3.7 Data Analysis Methods ……………………………….…... 119
Chapter 4 Results and Discussion………………………………… 123
4.1 Demographic Descriptive Statistics……………...………….. 123
4.2 Confirmatory Factor Analysis...………………………….….. 125
4.3 Person Product-Moment Correlation Statistics..........……….. 144
4.4 The Analysis of Structural Equation Modeling……….…….. 144
4.5 Results for Hypotheses Test…………………………...…….. 146
4.6 Findings and Discussions…………………………………… 151
Chapter 5 Conclusions and Recommendations…………..…….. 157
5.1 Conclusions………………………………….………...…….. 157
5.2 Theoretical and Practical Implications ……..……………….. 159
5.3 Recommendations……………………...……………...…….. 161
5.4 Research Limitations and Future Researches…….…...…….. 165
References ………………..……………………………………………. 169
Appendix A Experts’ Name List of Questionnaires …………. 227
Appendix B Questionnaires ……………………..……….………… 229
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