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研究生:黃翔翰
研究生(外文):HUANG, HSIUNG-HAN
論文名稱:聯盟中員工衝突、解決模式與工作滿意度研究: 以信任為干擾變項
論文名稱(外文):A Study of the Relationship among Employees' Workplace Conflicts, Conflict-HandlingStrategies and Job Satisfaction in the Alliance: The Moderating Effect of Trust
指導教授:鍾從定鍾從定引用關係
指導教授(外文):CHUNG, TSUNG-TING
口試委員:潘偉華潘立芸黃銘章許忠志
口試委員(外文):PAN, WEI-HWAPAN, LYYUNHUANG, MING-CHANGHSU, CHUNG-CHEI
口試日期:2018-05-24
學位類別:博士
校院名稱:國立雲林科技大學
系所名稱:企業管理系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2018
畢業學年度:106
語文別:英文
論文頁數:108
中文關鍵詞:人際衝突(任務衝突與關係衝突)衝突處理方式(整合型與分配型)員工工作滿意度信任
外文關鍵詞:interpersonal conflicts(task conflict and relationship conflict)conflict-handling strategies (integrative dimensions and distributive dimensions)employees' job satisfactiontrust
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本研究檢視人際衝突(任務與關係衝突)與衝突處理方式(整合型與分配型)對聯盟公司員工工作滿意度的關係,進而提出兩種衝突處理方式(整合型與分配型)對聯盟公司員工的工作滿意度都有正面的影響,但要如何選擇合適的方法來應對衝突,取決於衝突發生的時間和情況。

本研究是以網路調查問卷,以曾經做過聯盟的台灣的公司員工為發放對象,最後收集有效樣本是216位。再以SPSS和AMOS數據分析方法用於分析和得出結論。

這項研究的主要發現是: 1.無論整合型或分配型,對員工處理衝突的結果都有正面的影響,整合型較適用於策略上的任務衝突,而分配型較適用於處理專案上所發生的小細節衝突。 2. 員工利用整合型來處理衝突的結果,比用分配型來處理衝突的結果,對員工的工作滿意度而言,較有正面的影響。雖然處理衝突沒有最好的方式。員工應根據具體情況選擇適當的方式來處理衝突。通過這種處理方式,頻繁的互動可以讓員工越來越有信心願意和對方一起工作,從而減少誤解。那麼,通過這些員工的努力,聯盟公司的使命將成功實現。同時,員工將體驗到高度的工作滿意度。

至於信任作為干擾變項,數據顯示它有顯著的干擾效果。對於聯盟來說,實現共同目標是最重要的事情,信任變得像催化劑,它能加強雙方有利的關係或阻礙雙方未來再成為夥伴的機會。

This study examines the relationship between interpersonal conflicts (task and relationship conflicts) and two methods of conflict-handling styles (integrative dimensions and distributive dimensions) on employees’ job satisfaction of alliance companies. I propose that two methods of conflict-handling styles (integrative dimensions and distributive dimensions) have positive effects on employees’ job satisfaction and how to choose appropriate methods to cope with conflicts depends upon time and condition of the conflicts.

Questionnaires are distributed to employees who live in all over Taiwan and they had ever participated in the activity of business alliance.. The final valid samples are 216 persons. Once the data is collected, quantitative data analysis methods are used in analyzing and drawing conclusions.

The main findings of this study are: 1. No matter integrative dimensions or distributive dimensions, they have positive effects on employees’ coping with conflicts. Integrative dimensions are more appropriate to use on some strategic conflicts, while distributive dimensions are often to use on trivial conflicts of special projects. 2. Employees’ use of integrative dimensions to deal with conflicts has a more positive impact on employees’ job satisfaction than their use of distributive dimensions to deal with conflicts. Although there is no one best style for dealing with conflicts. Employees should select an appropriate style in accordance with specific situation to handle conflicts.

As to trust as a moderating variable, the data shows that it does have significant results. For alliances, achieving the mutual goal is the foremost important thing and trust becomes a catalyst. It can enforce beneficial relationships between both parties or impede future partnering opportunities.

TABLE OF CONTENTS

摘要 i
ABSTRACT ii
ACKNOWLEDGEMENTS iii
TABLE OF CONTENTS iv
LIST OF TABLES vii
LIST OF FIGURES ix

CHATPER ONE INTRODUCTION 1
1.1 RESEARCH BACKGROUND 1
1.2 RESEARCH PURPOSE 6
1.3 RESEARCH QUESTIONS 7
1.4 STATEMENT OF POTENTIAL SIGNIFICANCE. 7
1.5 DEFINITION OF KEY TERMS 8

CHAPTER TWO LITERATURE REVIEW AND HYPOTHESES 11
2.1 BUSINESS ALLIANCE 11
2.2 INTERPERSONAL CONFLICT 14
2.2.1 Definition of interpersonal conflict in the workplace 14
2.2.2 Two types of interpersonal conflict 15
2.3 CONFLICT-HANDLING STYLES 16
2.3.1 The evolution of conflict-handling styles 16
2.3.2 Integrative and distributive dimension 21
2.3.3 Interpersonal conflicts and conflict-handling styles 23
2.4 THE IMPORTANCE OF EMPLOYEES’ JOB SATISFACTION 24
2.5 CONFLICT-HANDLING STYLES AND EMPLOYEES' JOB SATISFACTION 25
2.6 TRUST AS A MODERATING VARIABLE 26
2.7 SUMMARY 28

CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 29
3.1 REASONS FOR ADOPTING SERVICE INDUSTRIES AS THE
BACKGROUND OF THIS STUDY 29
3.2 RESEARCH FRAMEWORK 32
3.3 RESEARCH DESIGN 32
3.3.1 Survey 32
3.3.2 Questionnaire Design and Measurement of Constructs 32
3.4 DATA ANALYSIS TECHNIQUES 35

CHAPTER FOUR RESEARCH ANALYSIS AND RESULTS 37
4.1 DESCRIPTIVE STATISTICAL ANALYSIS AND RELIABILITY AND VALIDITY TEST OF THE QUESTIONNAIRE 37
4.1.1 Participants and their demography 37
4.1.2 The mean and standard deviation of each scale and the normal distribution test 39
4.2 ITEM ANALYSIS OF THE QUESTIONNAIRE 40
4.2.1 Total items on ETA 40
4.2.2 Each item analysis on the questionnaire 41
4.2.3 The analysis on the reliability and validity of the questionnaire
a. The reliability of the questionnaire 50
b. The validity of the questionnaire 53
4.3 MEASURE THE FIT TEST OF THE MODEL 55
4.3.1 Using confirmatory factor analysis, CFA 55
a. Relationship conflict CFA 56
b. Task conflict CFA 58
c. Integrative dimensions CFA 60
d. Distributive dimensions CFA 62
e. Employees' job satisfaction CFA 64
f. Trust CFA 66
4.3.2 The total fit indices of the CFA of each scale 68
4.4 FIT OF THE OVERALL MEASUREMENT MODEL 69
4.4.1 The initial model of overall fit test 69
4.4.2 The modified model of the overall fit test 74
4.5 THE TEST OF EACH HYPOTHESIS 77
4.6 TEST THE MODERATING EFFECTS OF TRUST 78
4.7 SUMMARY 83

CHAPTER FIVE FINDINGS AND CONCLUSION 84
5.1 FINDINGS 84
5.2 IMPLICATIONS 86
5.2.1 Theoretical implications 86
5.2.2 Pratical implications 87
5.3 LIMITATIONS AND SUGGESTIONS FOR FUTURE RESEARCH 87
5.4 CONCLUSION 88

REFERENCES 89
APPENDICES 99
1.QUESTIONNAIRE IN ENGLISH 99
2 QUESTIONNAIRE IN CHINESE 105









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