臺灣博碩士論文加值系統

近年來，職場普遍崇尚多元平等共融之理念，而「多元」此概念自然備受討論。在眾多多樣性類別中，年資多樣性本為職場常見現象，此外，近期社會環境不穩定導致更多員工延後退休的情境也更進一步凸顯年資多樣性對於企業之重要性，因此本研究以年資多元概念出發探討職場議題，並將地位特徵理論作為本研究之主軸，探討在資深員工之人力資本情境下，年資多樣性、地位衝突與組織服務績效之關係，並了解在此關係中，資深員工之人力資本是否能發揮調節效果。
　　本研究以零售業實體門市作為研究對象，採用問卷調查之方式蒐集資料，最終有效配對樣本為159份，並將資料運用觀察路徑分析法進行假設驗證。本研究實證結果顯示，當資深員工之人力資本為高時，年資多樣性能有效降低地位衝突，然而，地位衝突與組織服務績效間卻存在不顯著之關係，因此，當零售業門市中擁有高度資深員工之人力資本時，年資多樣性無法經由地位衝突進而影響組織服務績效。
　　本研究結果所呈現出的意涵為，在零售業門市中，資深員工之人力資本為年資多樣性與地位衝突兩變數間的關鍵調節變數，代表本研究的核心變數能詮釋潛在的地位特徵理論之內涵，擴展地位特徵理論於實務界之應用。

In recent years, the concept of Diversity, Equality, and Inclusion (DEI) has been embraced in the workplace. Diversity, one of the core elements of DEI, has become a critical topic for discussion. Among various types of workplace diversity, tenure diversity stands out due to its prevalence in the workplace and the extension of working years under social instability. Drawing on status characteristics theory, this study explores the relationship between tenure diversity, status conflict, and organizational service performance in the context of high senior employees' human capital. Furthermore, this study examines whether senior employees' human capital exerts a moderating effect within this relationship.
Data for this research were collected from 159 retail stores through a questionnaire survey. Observed Variable Path Analysis (OVPA) was used to examine the hypotheses. The results showed that when senior employees' human capital is high, tenure diversity can effectively reduce status conflict. However, there is an insignificant relationship between status conflict and organizational service performance. Thus, despite the high level of human capital among senior employees in the retail industry, tenure diversity does not affect organizational service performance through status conflict.
The study suggests that senior employees' human capital acts as a key moderating variable between tenure diversity and status conflict in the retail industry. Finally, the core variables of this study shed light on the implications of status characteristics theory, expanding its application in practice.

摘要 i
Abstract ii
目次 iii
表目次 v
圖目次 vi
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第二章 文獻探討與假說發展 5
第一節 年資多樣性 5
第二節 地位衝突 8
第三節 年資多樣性與地位衝突—資深員工之人力資本的調節效果 9
第四節 地位衝突與組織服務績效 12
第五節 年資多樣性對組織服務績效的條件式間接效果—以資深員工之人力資本與地位衝突為調節變數與中介變數 14
第三章 研究方法 16
第一節 樣本來源與調查方式 16
第二節 研究變項衡量 16
第三節 資料分析方法 18
第四章 研究結果 20
第一節 樣本資料 20
第二節 驗證性因素分析 21
第三節 相關分析 23
第四節 假設檢定 25
第五章 結論與建議 30
第一節 統計結果論述 30
第二節 理論意涵 30
第三節 實務意涵 32
第四節 研究限制與未來研究建議 34
參考文獻 35
一、中文文獻 35
二、英文文獻 36

一、中文文獻
于國欽（2022）。延後退休效應！我國賦閒人口跌破百萬。工商時報。https://www.chinatimes.com/newspapers/20220918000143-260202?chdtv
李介文、莊于葶（2023）。洞察DEI趨勢，實現多元共融的企業變革。勤業眾信專欄。https://www2.deloitte.com/tw/tc/pages/sustainability-services-group/articles/ssg-update-2309.html
范維恩（102）。組織年資與工作年資對晉升力評分的影響—以主管—部屬交換關係為調節變項。［碩士論文］。國立中央大學。
陳登煌、陳蕙芬（2022）。化舊助新：反向型師徒、知識分享與組織創新之個案研究。中山管理評論，30(2)，325-366。
彭台光、高月慈、林鉦棽（2006）。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。
黃文雄、林永森、曹瓊霖（2022）。領團人員多元師徒功能內涵及發展歷程之研究。戶外遊憩研究，35(4)，105-132。
葉靜輝、陳明園、葉豐銘（2018）。以策略觀點探討服務績效之多層次研究。商略學報，10(1)，67-88。
鄭雅文（109）。組織溝通組織信任與留任意願之研究—以總工作年資為調節變項。［碩士論文］。國立中央大學。
數位編輯團隊（2023）。勞工退休年齡往後延？網一面倒搖頭。工商時報。https://www.ctee.com.tw/news/20230414700605-430305

二、英文文獻
Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpretation interaction. Thousand Oaks, CA: Sage.
Alsop, R. (2008). The Trophy Kids Grow up: How the millennial generation is shaking up the workplace. Jossey-Bass/Wiley.
Amason, A. C. (1996). Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: Resolving a paradox for top management teams. Academy of Management Journal, 39(1), 123-148.
Ancona, D. G., & Caldwell, D. F. (1992). Bridging the boundary: External activity and performance in organizational teams. Administrative Science Quarterly, 37(4), 634.
Argote, L., & Ingram, P. (2000). Knowledge transfer: A basis for competitive advantage in firms. Organizational Behavior and Human Decision Processes, 82(1), 150-169.
Baumgartner, T., Buckley, W., & Burns, T. (1975). Relational control. Journal of Conflict Resolution, 19(3), 417-440.
Becker, G. S. (1975). Human capital: A theoretical and empirical analysis, with special reference to Education. (2nd ed.). Columbia University Press.
Beltrán-Martín, I., Roca-Puig, V., Escrig-Tena, A., & Bou-Llusar, J. C. (2008). Human resource flexibility as a mediating variable between high performance work systems and performance. Journal of Management, 34(5), 1009-1044.
Bendersky, C., & Hays, N. A. (2012). Status conflict in groups. Organization Science, 23(2), 323-340.
Benjamin, B. A., & Podolny, J. M. (1999). Status, quality, and social order in the California wine industry. Administrative Science Quarterly, 44(3), 563-589.
Berger, J., Fisek, H. F., Norman, R. Z., & Zelditch, M., Jr. (1976). Status Characteristics and Social Interaction: An Expectation-States Approach. Elsevier Scientific Publishing Company.
Berger, J., Ridgeway, C. L., Fisek, M. H., & Norman, R. Z. (1998). The legitimation and delegitimation of power and Prestige Orders. American Sociological Review, 63(3), 379.
Berger, J., Rosenholtz, S. J., & Zelditch, M. (1980). Status Organizing Processes. Annual Review of Sociology, 6(1), 479-508.
Black, D. (1990). The Elementary Forms of Conflict Management. In Musheno, M., Altheide D., Zatz, M., Johnson, J., & Hepburn, J. (Eds.), New Directions in the Study of Justice, Law, and Social control (pp.43-69). Springer.
Blau, P. M. (1964). Exchange and power in Social Life. John Wiley & Sons.
Blau, P. M. (1977). Inequality and Heterogeneity: A primitive theory of social structure. Free Press.
Brewer, M. B., Manzi, J. M., & Shaw, J. S. (1993). In-group identification as a function of depersonalization, distinctiveness, and status. Psychological Science, 4(2), 88-92.
Browne, M. W., & Cudeck, R. (1992). Alternative ways of assessing model fit. Sociological Methods & Research, 21(2), 230-258.
Carnevale, P. J., & Probst, T. M. (1998). Social Values and social conflict in creative problem solving and categorization. Journal of Personality and Social Psychology, 74(5), 1300-1309.
Černe, M., Nerstad, C. G., Dysvik, A., & Škerlavaj, M. (2014). What goes around comes around: Knowledge hiding, perceived motivational climate, and creativity. Academy of Management Journal, 57(1), 172-192.
Chen, Z., Zhu, J., & Zhou, M. (2015). How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and Customer Service Performance. Journal of Applied Psychology, 100(2), 511-521.
Cletus, H. E., Mahmood, N. A., Umar, A., & Ibrahim, A. D. (2018). Prospects and challenges of workplace diversity in modern day organizations: A critical review. HOLISTICA – Journal of Business and Public Administration, 9(2), 35-52.
Correll, S. J., & Ridgeway, C. L. (2003). Expectation States Theory. In J. Delamater (Ed.), Handbook of Social Psychology, Vol. 1 (pp.29-51). Springer.
De Dreu, C. K., Beersma, B., Stroebe, K., & Euwema, M. C. (2006). Motivated Information Processing, strategic choice, and the quality of negotiated agreement. Journal of Personality and Social Psychology, 90(6), 927-943.
Deloitte Touche Tohmatsu Limited. (2023). Deloitte Global Gen Z and Millennial Survey. https://www.deloitte.com/global/en/issues/work/content/genzmillennialsurvey.html?icid=gx:2or:3dp:4genzandmillennialsurvey2023:5GC1000102:6wok:20230517::deloitteinsights%3Ficid%3Dlearn_more_content_click
Dixon Fyle, S., Dolan, K., Hunt, D. V., & Prince, S. (2020). Diversity wins: How inclusion matters. Mckinsey and Company. https://www.mckinsey.com/featured-insights/diversity-and-inclusion/diversity-wins-how-inclusion-matters#/
Drazin, R., & Rao, H. (1999). Managerial Power and Succession: SBU managers of mutual funds. Organization Studies, 20(2), 167-196.
Dunning, J. H. (2000). The eclectic paradigm as an envelope for economic and business theories of MNE Activity. International Business Review, 9(2), 163-190.
Edwards, J. R., & Lambert, L. S. (2007). Methods for integrating moderation and Mediation: A general analytical framework using moderated path analysis. Psychological Methods, 12(1), 1-22.
Efron, B. (1979). Bootstrap methods: Another look at the jackknife. The Annals of Statistics, 7(1), 1-26.
Ehrenberg, R. G., & Smith, R. S. (2008). Study Guide to Accompany Modern Labor Economics: Theory and Public Policy. (10th ed.). Addison-Wesley.
Fasnacht, P. H. (2003). Creativity: A refinement of the concept for nursing practice. Journal of Advanced Nursing, 41(2), 195-202.
Gentry, W. A., Gilmore, D. C., Shuffler, M. L., & Leslie, J. B. (2012). Political skill an indicator of promotability among multiple rater sources. Journal of Organizational Behavior, 33, 89-104.
Gould, R. V. (2003). Collision of Wills: How Ambiguity about Social Rank Breeds Conflict. The University of Chicago Press.
Greer, L. L., & Jehn, K. A. (2007). The Pivotal Role of Negative Affect in Understanding the Effects of Process Conflict on Group Performance. In E. A. Mannix., & M. E. Neale (Eds.), Research on Managing Groups and Teams, Vol. 10 (pp.21-43). Emerald Publishing Limited.
Greer, L. L., Van Bunderen, L., & Yu, S. (2017). The dysfunctions of power in teams: A review and emergent conflict perspective. Research in Organizational Behavior, 37, 103-124.
Gruenfeld, D. H., Mannix, E. A., Williams, K. Y., & Neale, M. A. (1996). Group composition and decision making: How member familiarity and information distribution affect process and performance. Organizational Behavior and Human Decision Processes, 67(1), 1-15.
Hambrick, D. C., Cho, T. S., & Chen, M.-J. (1996). The influence of top management team heterogeneity on firms’ competitive moves. Administrative Science Quarterly, 41(4), 659.
Harris, K. J., Kacmar, K. M., & Carlson, D. S. (2006). An examination of temporal variables and relationship quality on promotability ratings. Group & Organization Management, 31, 677-699.
Harrison, D. A., & Klein, K. J. (2007). What’s the difference? diversity constructs as separation, variety, or disparity in organizations. Academy of Management Review, 32(4), 1199-1228.
Harrison, D. A., Price, K. H., Gavin, J. H., & Florey, A. T. (2002). Time, teams, and task performance: Changing effects of surface- and deep-level diversity on group functioning. Academy of Management Journal, 45(5), 1029-1045.
Hollenbeck, J. R., Ilgen, D. R., Sego, D. J., Hedlund, J., Major, D. A., & Phillips, J. (1995). Multilevel Theory of Team Decision Making: Decision Performance in teams incorporating distributed expertise. Journal of Applied Psychology, 80(2), 292-316.
Huberman, B. A., Loch, C. H., & ÖNçüler, A. (2004). Status as a valued resource. Social Psychology Quarterly, 67(1), 103-114.
Jehn, K. A., & Mannix, E. A. (2001). The dynamic nature of Conflict: A longitudinal study of intragroup conflict and Group Performance. Academy of Management Journal, 44(2), 238-251.
Joung, J., Kang, K. I., Yoon, H., Lee, J., Lim, H., Cho, D., Cha, M., & Choi, B. (2020). Peer mentoring experiences of nursing students based on the caring perspective: A qualitative study. Nurse Education Today, 94, 104586.
Kapferer, B. (1969). Norms and the Manipulation of Relationships in a Work Context. Humanities Press.
Keltner, D., Gruenfeld, D. H., & Anderson, C. (2003). Power, approach, and inhibition. Psychological Review, 110(2), 265-284.
Kim, S. S., Im, J., & Hwang, J. (2015). The effects of mentoring on role stress, job attitude, and turnover intention in the hotel industry. International Journal of Hospitality Management, 48, 68-82.
Lee, C., & Farh, J. (2003). Joint effects of group efficacy and gender diversity on group Cohesion and Performance. Applied Psychology, 53(1), 136-154.
Maclay, G., & Knipe, H. (1974). Dominant Man, The Pecking Order in Human Society. Delta.
Marcinkus Murphy, W. (2012). Reverse mentoring at work: Fostering cross‐generational learning and developing millennial leaders. Human Resource Management, 51(4), 549-573.
McGrath, J. E., Berdahl, J. L., & Arrow, H. (1995). Traits, expectations, culture, and clout: The dynamics of diversity in work groups. In S. E. Jackson., & M. N. Ruderman (Eds.), Diversity in work teams: Research paradigms for a changing workplace (pp. 17-45). American Psychological Association.
Morrill, C. (1991). Conflict Management, honor, and organizational change. American Journal of Sociology, 97(3), 585-621.
O’Reilly, C. A., III, Williams, K., & Barsade, S. (1997). Group demography and innovation: Does diversity help? Research in the Management of Groups and Teams, 1, 183-207.
Pai, J., & Bendersky, C. (2020). Team status conflict. Current Opinion in Psychology, 33, 38-41.
Pauler, G., Trivedi, M. & Gauri, D.K. (2009) Assessing store performance models, European Journal of Operational Research, 197(1), 349-359.
Pfeffer, J., & Davis-Blake, A. (1992). Salary dispersion, location in the salary distribution, and turnover among college administrators. ILR Review, 45(4), 753-763.
Pfeffer, J., & Langton, N. (1993). The effect of wage dispersion on satisfaction, productivity, and working collaboratively: Evidence from college and University Faculty. Administrative Science Quarterly, 38(3), 382.
Podolny, J. M., & Phillips, D. J. (1996). The dynamics of organizational status. Industrial and Corporate Change, 5(2), 453-471.
Polzer, J. T., & Caruso, H. M. (2008). Identity negotiation processes amidst diversity. Diversity at Work, 89-126.
Porath, C. L., Overbeck, J. R., & Pearson, C. M. (2008). Picking up the gauntlet: How individuals respond to status challenges. Journal of Applied Social Psychology, 38(7), 1945-1980.
Quinones, M. A., Ford, J. K., & Teachout, M. S. (1995). The relationship between work experience and job performance: A conceptual and meta‐analytic review. Personnel Psychology, 48(4), 887-910.
Reagans, R., & Zuckerman, E. W. (2001). Networks, diversity, and productivity: The social capital of corporate R&D teams. Organization Science, 12(4), 502-517.
Schmidt, S. M., & Kochan, T. A. (1972). Conflict: Toward conceptual clarity. Administrative Science Quarterly, 17(3), 359.
Schwenk, C. R. (1990). Conflict in organizational decision making: An exploratory study of its effects in for-profit and not-for-profit organizations. Management Science, 36(4), 436-448.
Sell, J., Lovaglia, M. J., Mannix, E. A., Samuelson, C. D., & Wilson, R. K. (2004). Investigating conflict, power, and status within and among groups. Small Group Research, 35(1), 44-72.
Srivastava, A., Bartol, K. M., & Locke, E. A. (2006). Empowering leadership in management teams: Effects on knowledge sharing, efficacy, and performance. Academy of Management Journal, 49(6), 1239-1251.
Stasser, G., Vaughan, S. I., & Stewart, D. D. (2000). Pooling unshared information: The benefits of knowing how access to information is distributed among group members. Organizational Behavior and Human Decision Processes, 82(1), 102-116.
Sutton, R. I., & Hargadon, A. (1996). Brainstorming groups in context: Effectiveness in a product design firm. Administrative Science Quarterly, 41(4), 685.
Thacker, R. A., & Wayne, S. J. (1995). An examination of the relationship between upward influence tactics and assessments of promotability. Journal of Management, 21(4), 739-756.
Thommes, K., & Klabuhn, J. (2019). Age and tenure diversity on the work floor. Evidence-Based HRM: A Global Forum for Empirical Scholarship, 9(1), 95-117.
Toma, C., & Butera, F. (2009). Hidden Profiles and concealed information: Strategic information sharing and use in Group Decision making. Personality and Social Psychology Bulletin, 35(6), 793-806.
Tsui, A. S., Xin, K. R., & Egan, T. D. (1995). Relational demography: The missing link in vertical dyad linkage. Diversity in Work Teams: Research Paradigms for a Changing Workplace, 97-129.
Van der Vegt, G. S., de Jong, S. B., Bunderson, J. S., & Molleman, E. (2010). Power asymmetry and learning in teams: The moderating role of Performance Feedback. Organization Science, 21(2), 347-361.
Webster, M., Jr., & Foschi, M. (1988). Status Generalization: New theory and research. Stanford University Press.
Whyte, W. F. (1993). Street Corner Society: The Social Structure of an Italian Slum. (4th ed.). The University of Chicago Press.
Wu, Y. C., Tsai, C. S., Hsiung, H.-W., & Chen, K. Y. (2015). Linkage between frontline employee service competence scale and customer perceptions of service quality. Journal of Services Marketing, 29(3), 224-234.