臺灣博碩士論文加值系統

當今企業強調善盡社會責任已成為經營顯學，台灣高鐵在興建完成通車營運滿十週年之際，隨者財務改善案通過，高鐵實質上已成為「公有民營」企業，企業經營方針同時也面臨轉型需求，新任管理者提出三大經營方針「重視誠信經營、強化公司治理及善盡企業社會責任」，希冀成為「公有民營」的典範企業。本研究以高鐵列車服務人員為研究樣本進行問卷調查，探討企業善盡社會責任，是否影響員工在其服務行為上的表現，同時了解「公有民營」企業員工的公共服務動機，是否對企業善盡社會責任影響員工的服務績效具有調節效果，以作為「公有民營」企業對於提升服務品質的參考方針，培養服務文化的領導指標。研究結果證實，企業善盡社會責任會提高員工的服務績效，而公共服務動機對於企業社會責任影響員工的服務績效有顯著效果。建議組織應對員工加強傳遞企業推行社會責任活動的資訊，並透過工作設計強化公共服務的價值，將更有助於提升員工的服務績效。

The concept of social responsibility has risen to prominence in the field of management studies. After the Taiwan High Speed Rail passed the tenth anniversary of its construction and operation, and with the passage of the Financial Improvement Act, the THSR has essentially become a "publicly owned but privately run" enterprise. At the same time, due to the demands of changing corporate strategy, the new management have put forward three principles—valuing integrity in management, strengthening corporate governance, and fulfilling the corporation’s social responsibility—with the aim of becoming a model for "publicly owned but privately run" enterprises. The present study utilizes survey results from THSR employees to investigate whether social responsibility attitudes and public service motivations held by employees of a "publicly owned but privately run" enterprise have a moderating effect on service performance. This study can serve as guidance for improving the service quality and leadership goals of such an organization. The results demonstrate that both attitudes of social responsibility and public service motivations improve the service performance of employees. Therefore, we recommend that firms should reinforce messages of corporate social responsibility to their employees and improve service performance by increasing the public service value of task designs.

誌謝....i
摘要........i
Abstract...ii
目錄.......iii
圖目錄......vi
表目錄......vii
第一章 緒論.....1
1.1研究背景.....1
1.2研究動機.....2
1.3研究範圍.....3
1.4研究目的.....3
1.5論文架構.....4
第二章 文獻探討..6
2.1企業社會責任..6
2.1.1企業社會責任的發展緣由....6
2.1.2企業社會責任的定義.......7
2.1.3企業社會責任的類型.......8
2.1.4企業社會責任的規範與評等..10
2.2服務績效......... 15
2.2.1服務品質的定義...15
2.2.2服務績效的衡量...16
2.3公共服務動機.......18
2.3.1公共服務動機的發展與定義..18
2.3.2公共服務動機的衡量.......20
2.3.3公共服務動機與運輸服務....21
2.4研究假設..................22
2.4.1員工對企業社會責任的知覺程度對服務績效表現的影響........22
2.4.2公共服務動機在企業社會責任知覺與員工服務績效間的調節效果..23
第三章 企業個案介紹.............25
3.1台灣高鐵成立背景.............25
3.2台灣高鐵B.O.T.模式..........25
3.3台灣高鐵財務解決案...........26
3.4台灣高鐵對運輸服務的影響......27
3.5 台灣高鐵企業社會責任實行簡介..29
第四章 研究方法..32
4.1研究設計.....32
4.2研究變項操作型定義與衡量..32
4.3研究架構........36
4.4統計分析方法.....37
第五章 實證結果分析..39
5.1敘述性統計.......39
5.2探索性因素分析....40
5.3信度分析.........44
5.4相關分析.........44
5.5獨立樣本t檢定.....45
5.5.1不同職務的員工企業社會責任知覺程度、服務績效和公共服務動機的差異..46
5.5.2不同性別的員工企業社會責任知覺程度、服務績效和公共服務動機的差異..46
5.6 迴歸分析..47
5.6.1企業社會責任知覺對服務績效的影響分析..48
5.6.2公共服務動機對服務績效的影響分析......48
5.6.3企業社會責任知覺對服務績效的影響分析以公共服務動機的自我犧牲為調節變項..49
5.6.4企業社會責任知覺對服務績效的影響分析以公共服務動機的同情心為調節變項....50
5.6.5企業社會責任知覺對服務績效的影響分析以公共服務動機的公共服務的吸引力為調節變項..50
5.6.6企業社會責任知覺對服務績效的影響分析以公共服務動機的公共價值的承諾為調節變項....51
5.7 本章總結......52
第六章 結論與建議..54
6.1 研究結論......54
6.2 研究貢獻與管理意涵..55
6.3 研究限制與建議.....55
參考文獻...57
附錄A.....62
附錄B.....64

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