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研究生:李德盛
研究生(外文):LI, TE-SHENG
論文名稱:主動顧客服務績效與組織公民行為前置變數之 探討
論文名稱(外文):The Preliminary Variables of Active Customer Service Performance and Organizational Citizenship Behavior
指導教授:鍾國章鍾國章引用關係陳俊宏陳俊宏引用關係
指導教授(外文):CHUNG, KUO-CHENGCHEN, CHUN-HUNG
口試委員:吳信德鍾國章陳俊宏郭思瑜
口試委員(外文):Wu, Hsin-TeCHUNG, KUO-CHENGCHEN, CHUN-HUNGKuo, Szu-Yu
口試日期:2020-06-11
學位類別:碩士
校院名稱:國立澎湖科技大學
系所名稱:行銷與物流管理系服務業經營管理碩士在職專班
學門:民生學門
學類:其他民生學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:100
中文關鍵詞:僕人領導組織承諾主動顧客服務績效組織公民行為知覺主管支持
外文關鍵詞:Servant leadershipOrganizational commitmentProactive customer service performanceOrganizational citizenship behaviorPerceived supervisor support
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社會結構會隨著時代與環境的變遷而改變,政府會因此而修訂一些施政方針和法規,以應因社會結構和環境的改變。我國由於進入老年化與少子化社會,政府為公務人員的退休撫卹基金得以永續經營,大幅修訂「公務人員退休資遣撫卹法」,引發不少公務人員的負面感受。如何提高公務人員的公共服務品質,以維護公民權利並確保民主價值是各界所關注的課題。因此本研究試圖探討本國公部門的主管以僕人式領導,對於部屬的組織承諾和主動顧客服務績效以及組織公民行為是否能產生正向的影響,以及當基層人員知覺主管支持時,對於基層人員的組織承諾與主動顧客服務績效及組織公民行為是否具有調節效果。本研究以澎湖地區的公務人員為施測對象,採立益抽樣方式,利用網路平台發放及收集,共回收404份問卷,以 SPSS 22 及 AMOS 21 進行相關係數分析,驗證其相互間中介和干擾效果。研究結果發現,主管的僕人領導對部屬的組織承諾和主動顧客服務績效以及組織公民行為有顯著正向的影響;組織承諾在僕人領導與主動客戶服務績效及組織公民行為之間具有顯著的中介效果;知覺主管支持對組織承諾與主動顧客服務績效之間具有顯著正向的調節效果,但知覺主管支持對組織承諾與組織公民行為之間不具調節效果。
The social structure changes with the vicissitude of the era and the environment, and the Government will therefore revise some policy guidelines and regulations in response to changes in social structure and environment. As a result of entering the aging and fewer-childization society in our country, the government's retirement pension fund for public servants has been able to operate continuously, and the "Retirement Pensions Law for Public Servants" has been greatly revised, which has aroused the negative feelings of many public servants. As a result, how to improve the quality of public service in order to safeguard civil rights and ensure democratic values is a subject of concern to all sectors. Therefore, this study attempts to explore whether the head of the public sector in our country applying servant leadership for the grass-roots personnel, has a positive impact on the organizational commitment and proactive customer service performance and the organizational citizenship behavior. In this study, the public servants in the Penghu area were used as the target, and the intentional sampling and 404 questionnaires were collected using the network platform to distribute and collect them. Correlation coefficient analysis with SPSS 22 and AMOS 21 to verify their intermediation and interference effects. The results of this study found that the perceived supervisor support had a significant positive impact on the organizational citizenship behavior and proactive customer service performance of the subordinate, as well as on the organizational citizenship behavior. The organization promises to have a significant intermediation effect between servant leadership and proactive customer service performance and organizational citizenship behavior. The perception supervisor supports a significant positive adjustment effect between organizational commitment and proactive customer service performance. But there is no adjustment effect between the perceived supervisor support and the organizational citizenship behavior.
目 錄
頁次
中文摘要 I
英文摘要 II
誌 謝 IV
目 錄 V
表 目 錄 VIII
圖 目 錄 X
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 4
1.3 研究目的 7
1.4 研究範圍 8
1.5 研究流程 8
第二章 文獻探討 10
2.1 僕人領導(Servant leadership) 10
2.1.1 僕人領導的起源 10
2.1.2 僕人領導的定義 10
2.1.3 僕人領導的研究發展 12
2.2 組織承諾(Organizational commitment) 13
2.2.1 組織承諾的起源 13
2.2.2 組織承諾的定義 14
2.2.3 組織承諾的研究發展 15
2.3 主動顧客服務績效(Proactive customer service performance) 16
2.3.1主動顧客服務績效的起源 16
2.3.2 主動顧客服務績效的定義 17
2.3.3 主動顧客服務績效的研究發展 17
2.4 組織公民行為(Organizational citizenship behavior) 18
2.4.1組織公民行為的起源 18
2.4.2 組織公民行為的定義 19
2.4.3 組織公民行為的研究發展 19
2.5 知覺主管支持(Perceived supervisor support) 20
2.5.1 知覺主管支持的起源 20
2.5.2 知覺主管支持的定義 21
2.5.3 知覺主管支持的研究發展 21
第三章 研究方法 23
3.1 研究架構 23
3.2 研究假說 24
3.2.1 僕人領導與組織承諾之關聯 24
3.2.2 僕人領導與主動顧客服務績效之關聯 25
3.2.3 僕人領導與組織公民行為之關聯 26
3.2.4 組織承諾與主動顧客服務績效之關聯 26
3.2.5 組織承諾與組織公民行為之關聯 27
3.2.6 知覺主管支持於組織承諾與主動顧客服務績效間之關聯 28
3.2.7 知覺主管支持於組織承諾與組織公民行為間之關聯 29
3.3 研究變數與操作型定義 31
3.3.1 僕人領導 31
3.3.2 組織承諾 31
3.3.3 主動顧客服務績效 31
3.3.4 組織公民行為 31
3.3.5 知覺主管支持 31
3.4 問卷設計 32
3.4.1 僕人領導 33
3.4.2 組織承諾 33
3.4.3 主動顧客服務績效 35
3.4.4 組織公民行為 35
3.4.5 知覺主管支持 36
3.5 問卷發放與蒐集方法 37
3.5.1 前測問卷發放及分析 37
3.5.2 正式問卷發放 37
第四章 實證分析 38
4.1樣本結構之敘述性統計分析 38
4.1.1 人員基本資料分析 38
4.1.2 題項敘述性統計分析 40
4.2 信度與效度分析 43
4.2.1 共同方法變異檢測 43
4.2.2 信度檢測 48
4.2.3 建構效度與收斂效度 48
4.2.4 潛在構面組成信度 52
4.2.5 平均變異萃取(AVE) 53
4.3整體結構模式分析 53
4.3.1 進行測量模型評鑑 53
4.3.2 研究結構模式配適指標 54
4.4 路徑係數與假說驗證 56
4.4.1 僕人領導、組織承諾、主動顧客服務績與組織公民行為因果關係路徑分析 56
4.4.2 組織承諾與變項間之中介效果分析 58
4.4.3 知覺主管支持與變項間之調節效果分析 61
第五章 結論與建議 65
5.1 研究結論 65
5.2 管理與實務意涵 68
5.2.1 理論意涵 68
5.2.2 管理意涵 68
5.2.3 實務意涵 69
5.3 研究限制與未來研究方向 70
5.3.1 研究限制 71
5.3.2 後續研究建議 71
參考文獻 73
附錄-1 正式問卷 97

表 目 錄
頁次
表 2-1 僕人領導之定義 11
表 2-2 組織承諾之定義 14
表 3-1 研究假說彙整表 30
表 3-2 本研究各構面操作性定義彙整表 32
表 3-3 本研究問卷 32
表 3-4 僕人領導操作性定義與衡量問項 33
表 3-5 組織承諾操作性定義與衡量問項 34
表 3-6 主動顧客服務績效操作性定義與衡量問項 35
表 3-7 組織公民行為操作性定義與衡量問項 36
表 3-8 知覺主管支持操作性定義與衡量問項 37
表 4-1 樣本分佈的敘述性統計 38
表 4-2 僕人領導構面敘述性統計 40
表 4-3 組織承諾構面敘述性統計 40
表 4-4 主動顧客服務績效構面敘述性統計 41
表 4-5 組織公民行為構面敘述性統計 42
表 4-6 知覺主管支持構面敘述性統計 42
表 4-7 探索性因素分析 43
表 4-8 單一因子驗證性因素分析檢測 45
表 4-9 單一因子配適度指標檢核表 47
表 4-10 驗證性因素分析指標係數值比較表 48
表 4-11 僕人領導驗證性因素分析表 49
表 4-12 組織承諾驗證性因素分析表 50
表 4-13 主動顧客服務績效驗證性因素分析表 50
表 4-14 組織公民行為驗證性因素分析表 51
表 4-15 知覺主管支持驗證性因素分析表 52
表 4-16 各構面變數相關係數、組合信度與平均萃取變異 53
表 4-17 整體模型配適度指標檢核表 55
表 4-18 整體模型參數估計表 57
表 4-19 僕人領導、組織承諾、心理契約履行、主動顧客服務績與組織公民行為路徑表 58
表 4-20 組織承諾在僕人領導與主動顧客服務績效關係間中介效果表 59
表 4-21 組織承諾在僕人領導與組織公民行為關係間中介效果表 60
表 4-22 組織承諾中介結果彙整表 61
表 4-23 知覺主管支持在組織承諾與主動顧客服務績效關係間調節模型表 61
表 4-24 知覺主管支持在組織承諾與主動顧客服務績效關係間調節效果表 62
表 4-25 知覺主管支持在組織承諾與組織公民行為關係間調節模型表 63
表 4-26 知覺主管支持在組織承諾與組織公民行為關係間調節效果表 63
表 4-27 知覺主管支持調節結果彙整表 64

圖 目 錄
頁次
圖 1-1 民國 40 年至民國 107 年三階人口年齡統計 1
圖 1-2 101 年度至 107 年度報考公務人員及專業技術人員統計人數 2
圖 1-3 100 年度至 107 年度銓敘部辦理公務人員退休統計 3
圖1-4 本研究流程圖 9
圖 3-1 研究架構 23
圖 4-1 各題項單一因子檢測圖 44
圖 4-2 僕人領導、組織承諾、主動顧客服務績與組織公民行為因果關係路徑 56
圖 4-3 知覺主管支持在組織承諾與主動顧客服務績效關係間調節效果 62
圖 4-4 知覺主管支持在組織承諾與組織公民行為關係間調節效果 64

一、中文部分
內政部戶政司(民 109),內政部戶政司人口統計資料,民109牛2月2日,取自於 https://www.ris.gov.tw/app/portal/346
考選部(民 109),考選部考選統計年報,民109年2月2日,取自於
https://wwwc.moex.gov.tw/main/content/wfrmContentLink.aspx?menu_id=268
銓敘部(民 109),銓敘部銓敘統計年報,民109年2月2日,取自於
https://www.mocs.gov.tw/pages/detail.aspx?Node=1364&Page=6215&Index=0
于國欽( 民 108) 。年改衝擊失業族不愛公職。工商時報。
https://ctee.com.tw/news/policy/46288.html
郝充仁(民 106)。要談軍公教退休金,請先回想那個年代。獨立評論。天下雜誌。
https://opinion.cw.com.tw/blog/profile/408/article/5432
彭杏珠(民 107)。優秀人才不進公務體系,全民跟著受罪?延退、老化、人才流失 五大後遺症接連引爆。遠見。https://www.gvm.com.tw/article/45741
黃文鎮 (民 102)。主管僕人式領導與員工組織承諾及其工作績效關係之研究─ 以臺南市戶政事務所為例. 長榮大學高階管理碩士在職專班 (EMBA) 學位論文.
劉廷揚和許祺妮(民 102)。以轉換型領導為觀點-探討牧羊人領導、僕人式領導與德行領導。臺北海洋技術學院學報,6(1),96-111。
蔡明達、沈易利、蔣秀姿 (民 96)。僕人領導於健身產業之應用。中華體育季刊,21(1),67-74。
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