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研究生:吳明德
研究生(外文):WU MING TE
論文名稱:電信服務業人員團隊成員交換關係、正向情感與組織公民行為三者關聯性之探討
論文名稱(外文):Exploring the Associations among Team-Member Exchange, Positive Affectivity and Organizational Citizenship Behaviors of Employees in Telecommunication Service Industry
指導教授:陳儀蓉陳儀蓉引用關係
指導教授(外文):Chen Yi-Jung
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:100
畢業學年度:100
語文別:中文
論文頁數:78
中文關鍵詞:團隊成員交換關係;正向情感;組織公民行為
外文關鍵詞:team-member exchangepositive affectivityorganizational citizenship behaviors
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隨著電信服務業總體營收逐年成長及產業趨勢由技術轉為顧客服務導向,相關企業營運重點紛紛由過去的追求硬體建設與升級演變為現今的著重人力資源提昇。因此,本研究之目的乃以台灣知名電信公司從業人員為對象,探討團隊成員交換關係、正向情感及組織公民行為三者間的關聯性。藉由配對調查方式來蒐集資料,共得有效問卷237份。經由統計分析之後,歸納出下列結論:
1. 員工之團隊成員交換關係和其組織公民行為間有正向的關聯性。
2. 員工之團隊成員交換關係和其正向情感間有正向的關聯性。
3. 員工之正向情感和其組織公民行為間有正向的關聯性。
4. 在團隊成員交換關係與組織公民行為之間的關聯性上,員工的正向情感具有中介效果。
With the gradual growth of the overall telecommunications services revenues and the industry trends changing from technology-oriented to service-oriented architecture, the related enterprises began to focus more on the improvement of human resources than the pursuit of hardware construction. Therefore, this study aimed at exploring the correlations among team-member exchange, positive affectivity and organizational citizenship behaviors of the employees in telecommunication service industry. The main findings of this research were as follows:
1. The employees’ team-member exchange had a positive correlation with the organizational citizenship behaviors.
2. The employees’ team-member exchange had a positive correlation with the positive affectivity.
3. The employees’ positive affectivity had a positive correlation with the organizational citizenship behaviors.
4. The employees’ positive affectivity had a mediating effect on the relationship between the team-member exchange and the organizational citizenship behaviors.
中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
表目錄 v
圖目錄 vi
第一章 緒論 1
第二章 文獻探討 5
第一節 團隊成員交換關係 5
第二節 正向情感 8
第三節 組織公民行為 15
第四節 研究假設與架構 26
第三章 研究方法 33
第一節 研究變項與衡量工具 33
第二節 研究對象與程序 36
第三節 資料分析與統計方法 37
第四章 研究結果 39
第一節 描述性統計分析 39
第二節 差異分析 45
第三節 信度分析 47
第四節 相關分析 50
第五節 迴歸分析 53
第六節 研究假設之驗證結果 58
第五章 結論與建議 60
第一節 研究結論 60
第二節 研究限制與後續研究建議 62
第三節 學術與管理意涵 65
參考文獻 68
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