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研究生:黃柏翔
研究生(外文):Bo-Hsiang, Huang
論文名稱:高雄地區船務代理人員內部服務品質、組織支持知覺與主觀幸福感關係之研究-以職家衝突為中介變項
論文名稱(外文):A Study of Kaohsiung Area Shipping Agent Employees' Internal Service Quality, Perceived Organizational Support and Subjective Well-Being:Work-Family Conflict as Mediating Variable
指導教授:王湧泉王湧泉引用關係
指導教授(外文):Yang-Chuan,Wang Jie-Tsuen, Huang
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:136
中文關鍵詞:內部服務品質組織支持知覺職家衝突主觀幸福感
外文關鍵詞:internal service qualityperceived organizational supportwork-family conflictssubjective well-being
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全球經濟衝擊,政府經濟政策鬆綁,使得產業經營愈加競爭。面對高度競爭的環境之下,員工往往難以兼顧其工作與家庭角色,而形成了職家衝突,進而使主觀幸福感產生變化。為降低職家衝突,提升主觀幸福感,企業除提供員工優質的工作環境外,完善的內部服務品質與增強組織支持知覺,更是當今企業所努力追求的目標。本研究之目的在探討內部服務品質、組織支持知覺、職家衝突與主觀幸福感間之相互關係,並驗證職家衝突的中介效果。本研究以高雄地區船務代理人員為研究對象,採用普查方式,共發出問卷450份,有效回收問卷334,有效回收率為74.2%。資料分析方法包括敘述性統計分析、信度分析、效度分析、單因子變異數分析、皮爾森積差相關分析及迴歸分析。實驗結果彙整如下:(一)內部服務品質與主觀幸福感之間呈現顯著正向影響。(二)組織支持知覺與主觀幸福感之間呈現顯著正向影響。(三)職家衝突與主觀幸福感之間呈現顯著負向影響。(四)內部服務品質與職家衝突之間呈現顯著負向影響。(五)組織支持知覺與職家衝突之間呈現顯著負向影響。(六)內部服務品質會透過職家衝突之中介效果影響主觀幸福感。(七)組織支持知覺會透過職家衝突之中介效果影響主觀幸福感。(八)不同人口統計變項在內部服務品質、組織支持知覺、職家衝突與主觀幸福感有顯著差異。最後,根據研究結論,提出相關建議作為船務代理人員、相關企業與未來研究之參考。
The impact of global economy and the change of government economic policy lead to more competition in the industries. In a highly competitive environment, employees often find it difficult to balance their work and family life which tend to cause work-family conflicts, made subjective well-being begin to change. In order to reduce work-family conflicts and increase subjective well-being, in addition to a quality working environment, enterprises should also strive for the more important goal of establishing a well-rounded internal service quality and perceived organizational support for the employees. The purpose of this study was to explore the relationship among the internal service quality, perceived organizational support, work-family conflict and subjective well-being, and confirmation work-family conflicts mediating effect. The subjects of this study were the shipping agent employees of Kaohsiung city. This study is conducted with the method of census sampling. 450 questionnaires were released, and 334 of them were valid. The effective return rate is 74.2%. The methodology of analysis includes descriptive statistics analysis, reliability analysis, validity analysis, one-way ANOVA, person’s product-moment correlation analysis, regression analysis. The empirical results are summarized as follows: (1) internal service quality shows significant positive effects on subjective well-being; (2) perceived organizational support shows significant positive effects on subjective well-being; (3) work-family conflicts shows significant negative effect on subjective well-being; (4) internal service quality shows significant negative effect on work-family conflicts; (5) perceived organizational support shows significant negative effect on work-family conflicts; (6) work-family conflicts reveals a significant mediating effect on the relationship between internal service quality and subjective well-being; (7) work-family conflicts reveals a significant mediating effect on the relationship between perceived organizational support and subjective well-being. (8) significant differences were found in internal service quality, perceived organizational support, work-family conflict and subjective well-being at their demographic variables. Finally, according to the study results, the researcher provides suggestions for shipping agent employees, shipping agent companies, and future researchers.
目錄
謝誌 Ⅰ
摘要 Ⅱ
Abstract Ⅲ
目錄 Ⅴ
表目錄 Ⅶ
圖目錄 Ⅸ
第壹章 緒論
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第貳章 文獻探討
第一節 台灣的船務代理業 5
第二節 主觀幸福感 7
第三節 內部服務品質 18
第四節 組織支持知覺 23
第五節 職家衝突 30
第六節 各構念間關係探討 38
第參章 研究方法
第一節 觀念性研究架構 41
第二節 研究假設 42
第三節 研究變項之操作性定義與研究工具 42
第四節 資料分析方法 48
第五節 研究對象 51
第六節 量表之信度與效度分析 53
第肆章 資料分析與結果
第一節 單因子變異數分析 60
第二節 各變項相關分析 83
第三節 迴歸分析 88
第四節 中介分析 94
第伍章 結論與建議
第一節 研究結論 104
第二節 研究建議 116
第三節 研究限制與後續研究建議 120
參考文獻
中文部份 122
西文部分 126
表目錄
表2-2-1 幸福感定義之彙總 9
表2-2-2 幸福感相關名詞 10
表2-2-3 主觀幸福感相關研究 17
表2-3-1 內部服務品質定義之彙總 21
表2-3-2 內部服務品質相關研究 22
表2-4-1 組織支持知覺相關研究 29
表2-5-1 職家衝突定義之彙總 31
表2-5-2 職家衝突相關研究 37
表3-3-1 主觀幸福感量表 43
表3-3-2 內部服務品質量表 44
表3-3-3 組織支持知覺量表 46
表3-3-4 職家衝突量表 47
表3-5-1 研究樣本回收表 51
表3-5-2 樣本特性描述表 52
表3-6-1 Cronbach’s α信度與指標解釋表 54
表3-6-2 主觀幸福感變項驗證性因素分析與Cronbach’s α信度分析 54
表3-6-3 內部服務品質變項驗證性因素分析與Cronbach’s α信度分析 55
表3-6-4 組織支持知覺變項驗證性因素分析與Cronbach’s α信度分析 56
表3-6-5 職家衝突變項驗證性因素分析與Cronbach’s α信度分析 56
表3-6-6 研究變項之收斂效度分析 57
表3-6-7 主觀幸福感構面區別效度分析 58
表3-6-8 內部服務品質構面區別效度分析 58
表3-6-9 職家衝突構面區別效度分析 59
表4-1-1 個人背景變項在生活滿意度上之差異分析 62
表4-1-2 個人背景變項在正負向情感上之差異分析 64
表4-1-3 個人背景變項在回應性上之差異分析 67
表4-1-4 個人背景變項在有形性上之差異分析 69
表4-1-5 個人背景變項在信賴性上之差異分析 71
表4-1-6 個人背景變項在關懷性上之差異分析 73
表4-1-7 個人背景變項在知覺組織支持上之差異分析 75
表4-1-8 個人背景變項在工作對家庭衝突上之差異分析 78
表4-1-9 個人背景變項在家庭對工作衝突上之差異分析 81
表4-2-1 相關係數之判斷準則表 83
表4-2-2 內部服務品質與職家衝突之相關分析 84
表4-2-3 組織支持知覺與職家衝突之相關分析 85
表4-2-4 內部服務品質與主觀幸福感之相關分析表 86
表4-2-5 組織支持知覺與主觀幸福感之相關分析表 86
表4-2-6 職家衝突與主觀幸福感之相關分析表 87
表4-3-1 內部服務品質與主觀幸福感之迴歸模式分析表 89
表4-3-2 知覺組織支持與主觀幸福感之迴歸模式分析表 90
表4-3-3 職家衝突與主觀幸福感之迴歸模式分析表 91
表4-3-4 內部服務品質與職家衝突之迴歸模式分析表 92
表4-3-5 組織支持知覺與職家衝突之迴歸模式分析表 93
表4-4-1 工作對家庭衝突對內部服務品質與主觀幸福感之中介模型 95
表4-4-2 工作對家庭衝突對回應性與主觀幸福感之中介模型 96
表4-4-3 工作對家庭衝突對有形性與主觀幸福感之中介模型 96
表4-4-4 工作對家庭衝突對信賴性與主觀幸福感之中介模型 97
表4-4-5 工作對家庭衝突對關懷性與主觀幸福感之中介模型 98
表4-4-6 家庭對工作衝突對內部服務品質與主觀幸福感之中介模型 98
表4-4-7 家庭對工作衝突對回應性與主觀幸福感之中介模型 99
表4-4-8 家庭對工作衝突對有形性與主觀幸福感之中介模型 100
表4-4-9 家庭對工作衝突對信賴性與主觀幸福感之中介模型 100
表4-4-10 家庭對工作衝突對關懷性與主觀幸福感之中介模型 101
表4-4-11 工作對家庭衝突對組織支持知覺與主觀幸福感之中介模型 102
表4-4-12 家庭對工作衝突對組織支持知覺與主觀幸福感之中介模型 102
表5-1-1 研究假設與檢定結果彙整表 104
圖目錄
圖1-3-1 本研究流程 4
圖2-2-1 幸福感相關名詞界定圖 8
圖2-3-1 服務行銷三角架構圖 20
圖2-4-1 資訊人員交換關係之結果矩陣 25
圖2-5-1 工作-家庭角色衝突模型 32
圖2-5-2 職家衝突維度 33
圖3-1-1 本研究之觀念性研究架構 41
圖4-4-1 職家衝突之中介模式 103
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