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研究生:何冠輝
研究生(外文):HO KUAN-HUI
論文名稱:國際觀光旅館的組織支持如何影響員工心理資本與工作滿足?組織公民行為能調節嗎?
論文名稱(外文):How Does Organizational Support Influence Psychological Capital and Job Satisfaction of Employees in the International Tourist Hotels? Does Organization Citizen Behavior Have the Moderator Effect?
指導教授:許順旺 老師
指導教授(外文):Prof. Shun-Wang Hsu
口試委員:林素一 老師嚴雯聖 老師
口試日期:2017-06-10
學位類別:碩士
校院名稱:輔仁大學
系所名稱:餐旅管理學系碩士在職專班
學門:民生學門
學類:餐旅服務學類
論文種類:學術論文
論文出版年:2018
畢業學年度:106
語文別:中文
論文頁數:158
中文關鍵詞:組織支持心理資本工作滿足組織公民行為組織支持、心理資本、工作滿足、組織公民行為、國際觀光旅館
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本研究以台灣地區國際觀光旅館各部門員工為研究對象,探討任職於國際觀光旅館員工知覺到的組織支持(主管支持、同事支持)、心理資本與工作滿足之間的關係,並探討經由組織公民行為的調節是否會對「組織支持與心理資本」及「心理資本與工作滿足」之間產生影響。本研究係採便利抽樣的方式進行問卷之調查,受測對象為國際觀光旅館員工工作滿六個月以上之正式員工,問卷共計發放600份,回收問卷為489份,有效問卷為449份,有效問卷回收率為74.83%。研究結果顯示:員工之組織支持(主管支持、同事支持)與心理資本有顯著的正向影響;員工之心理資本與工作滿足有顯著的正向影響;員工之組織支持與工作滿足有顯著的正向影響;心理資本會對「組織支持與工作滿足」之間產生中介效果,心理資本也會對其子構面「主管支持與工作滿足」、「同事支持與工作滿足」之間產生中介效果;而組織公民行為會對「組織支持與心理資本」之間產生調節效果;在子構面部份組織公民行為對「主管支持與心理資本」之間產生調節效果,但組織公民行為會不會對「同事支持與心理資本」產生調節效果。
With the department staffs of international tourist hotels in Taiwan as the research subjects, this study was set out to probe into the relationship between the organizational support (supervisor support and co-worker support) of employees working in these hotels, their phychological capital and job satisfaction. It was also designed to investigate whether organizational citizen behavior could act as a moderator between " organizational support and phychological capital " and between " phychological capital and job satisfaction ". With regular employees having worked for more than six months in the international tourist hotel as the respondents, a questionnaire survey was conducted in this study via convenience sampling. A total of 600 questionnaires were sent out and 449 valid ones were later collected, making the rate of valid questionnaires 74.83%. According to the results of this study: the organizational support (supervisor support and co-worker support) of the employees was significantly positively influential on their phychological capital; phychological capital of the employees was significantly positively influential on their job satisfaction; the organizational support of the employees was significantly positively influential on their job satisfaction; phychological capital could be a moderator between " organizational support and job satisfaction ", as well as a moderator between the sub-constructs of " supervisor support and job satisfaction " and between " co-worker support and job satisfaction ". Likewise, organizational citizen behavior could be a moderator between “organizational support and phychological capital ", as well as between the sub-constructs of “supervisor support and phychological capital ". This moderator effect was however not noted between " co-worker support and phychological capital ". By acting as a moderator between " phychological capital and job satisfaction ", emotional intelligence could weaken the turnover intention of the employees.
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
第三節 研究流程……………..………………………………………… 5
第四節 名詞解釋…………..…………………………………………… 6
一、組織支持.…..…………………………………….……….. 6
二、心理資本.…..……………………………………..………. 6
三、工作滿足.......……………………………………………… 6
四、組織公民行為………………………………………..……. 6
第二章 文獻回顧與探討…………………………………………………. 7
第一節 組織支持………………………………………………………… 7
一、組織支持的定義………………………………….……….. 8
二、組織支持之心理機制……………………………..………. 10
三、組織支持之衡量構面……………………………………… 13
四、組織支持之重要性.….……………………………..……. 14
第二節 心理資本………………………………………………………… 17
一、心理資本的源起及義涵………………………….……….. 17
二、心理資本之定義…….……………………………..………. 19
三、心理資本之作用機制和構面……………………………… 21
第三節 工作滿足………………………………………………………… 25
一、工作滿足之緣起………………………………….……….. 25
二、工作滿足之定義…………………………………..………. 26
三、工作滿足之相關理論……………………………………… 28
四、工作滿足之構面….….…………………………….....……. 33
第四節 組織公民行為…………………………………………………… 37
一、組織公民行為之源起………………………….…………. 37
二、組織公民行為之定義…........…………………………… 38
三、組織公民行為之構面…………………………………… 41
四、組織公民行為之重要性………………………………… 44
第五節 各構面關係之相關文獻與假設推導…………………………… 46
一、組織支持與心理資本之關聯性探討………………........… 46
二、心理資本與工作滿足之關聯性探討………..............… 47
三、組織支持與工作滿足之關聯性探討…........……………… 48
四、心理資本、組織支持與心理資本之中介效果探討……… 49
五、組織公民行為對組織支持與心理資本之調節效果探討… 50
六、組織公民行為對心理資本與工作滿足之調節效果探討… 52
第三章 研究方法…………………………………………………………. 54
第一節 研究架構與假說………………………………………………… 54
一、研究架構…………………………………………………… 54
二、研究假說…………………………………………………… 55
第二節 研究對象與抽樣方法…………………………………………… 56
一、研究對象…………………………………………………… 56
二、抽樣方法…………………………………………………… 57
第三節 研究工具………………………………………………………… 58
一、問卷內容之設計…………………………………………… 58
二、各量表編製方法…………………………………………… 59
第四節 問卷前測之信度與效度分析…………………………………… 64
一、信度分析......…………………………………………… 64
二、收斂度分析………………………………………………… 77
三、各研究構面間區別效度檢測……………………………… 84
第五節 資料分析方法….……………………………...………………… 86
一、描述性統計分析…………………………………………… 86
二、因素分析…………………………………………………… 86
三、信度分析…………………………………………………… 86
四、項目分析…………………………………………………… 87
五、相關分析…………………………………………………… 87
六、迴歸分析…………………………………………………… 87
七、階層迴歸分析……………………………………………… 87
第四章 研究分析結果…………………………………………………….. 88
第一節 樣本描述性分析………………………………………………… 88
第二節 組織支持、心理資本、工作滿足與組織公民行為之關係…… 91
一、組織支持、心理資本、工作滿足與組織公民行為之相關分析 91
二、組織支持對心理資本與工作滿足之預測………………… 92
第三節 心理資本對「組織支持與工作滿足」之中介效果…….…… 95
一、 心理資本對「組織支持與工作滿足」之中介效果………. 95
二、 心理資本對「主管支持與工作滿足」之中介效果………… 96
三、 心理資本對「同事支持與工作滿足」之中介效果………… 97
第四節 組織公民行為對「組織支持與心理資本」之調節效果……… 98
一、組織公民行為對「組織支持與心理資本」之調節效果… 98
二、組織公民行為對「主管支持與心理資本」之調節效果… 99
三、組織公民行為對「同事支持與心理資本」之調節效果… 101
第五節 組織公民行為對「心理資本與工作滿足」之調節效果……… 103
第五章 結論與建議……….…………….……………….………….…… 104
第一節 研究結果與討論……….………………………………………… 104
一、組織支持、心理資本與工作滿足之關係………………… 105
二、心理資本對組織支持與工作滿足之中介效果…………… 109
三、組織公民行為對於組織支持與心理資本之調節效果…… 111
四、組織公民行為對於心理資本與工作滿足之調節效果…… 113
第二節 研究貢獻與限制……….………………………………………… 115
一、學術之貢獻………………………………………………… 115
二、實務之貢獻………………………………………………… 116
三、研究限制…………………………………………………… 117
第三節 學術與實務建議………………………………………………….. 118
一、學術之建議………………………………………………… 118
二、給業界之建議……………………………………………… 118
參考文獻 ……………………………………………………………………. 121
中文文獻………………………………………………………… 121
英文文獻………………………………………………………… 128
附錄一 專家問卷審查…………………………………………………… 147
附錄二 研究問卷………………………………………………………… 153

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