人資顧客服務代表的角色壓力與工作滿意、工作投入、留任意願之關聯－以知覺人力資源部門主管支持為調節變項

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鄭怡婷(Yi-Tin Cheng) 查詢紙本館藏

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人力資源管理研究所在職專班

論文名稱

人資顧客服務代表的角色壓力與工作滿意、工作投入、留任意願之關聯－以知覺人力資源部門主管支持為調節變項
(The relationship of role stress and job satisfaction, job involvement and intent to stay for HR Account Officers-moderating effects of perceived HR supervisory support)

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摘要(中)

近年來，人力資源專業人員如何從原先組織內的支援性功能，轉變至扮演事業策略夥伴的角色，以創造對企業價值的相關議題，廣泛地被討論著。人力資源部門在強調內部行銷功能及服務導向的同時，人資顧客服務代表的組織設計，即為在事業單位中設置的嵌入式人力資源組織，正式代表組織內人力資源部門，派駐於被服務事業單位，做為組織內人力資源部門與被服務單位訊息傳遞及溝通之橋樑，並提供被服務事業單位直線主管全面性的人力資源專業諮詢服務以及策略層面的建議與分析，希望連結人力資源實務與組織策略，以協助直線主管達成組織所設定的目標。
本研究希望探討人資顧客服務代表處於矩陣組織下，同時需要在組織內人力資源部門與被服務事業單位雙方的需求與期望間取得平衡，因而產生之角色壓力與其工作態度，如工作滿意、工作投入與留任意願的關聯性，以及知覺人力資源部門主管支持是否可以減緩人資顧客服務代表角色衝突、角色模糊與其工作態度間的關係。
本研究所採取的研究方法為問卷調查方式，收集的有效樣本為105份，回收率達75%。資料經由量化分析以驗證研究假設。
本研究結果發現，角色模糊與工作滿意、工作投入呈現負向關聯，角色衝突與留任意願呈現負向關聯，知覺人力資源部門主管支持對於角色衝突與工作投入間的關係具有調節效果。

摘要(英)

In recent years, the agendas of how human resources professionals transformed from supporting roles to business strategic partners added value to business are discussed generally.
As human resources department emphasizes more and more on internal marketing and service oriented approach, the organization design of HR Account Officers becomes an embedded structure in business units. Thus, HR Account Officers officially represent Corporate HR, accredit and serve the business units as the communication bridge between Corporate HR and business units by providing line managers with full function services and solutions.
This research focuses on HR Account Officers in some matrix organizations. Under those organizations, they’re simultaneously required to meet the expectations of both Corporate HR and business units. The following subjects are discussed in this research：(1) the effect of the role stress and the work attitudes like work satisfaction, job involvement and intent to stay (2) whether perceived HR supervisory supports slow down the negative relationship of the role conflict, the role ambiguity and work attitudes of HR Account Officers.
The valid samples from the collection surveys are 105. The data is verified in relation to the research hypothesis using quantitative analysis.
The findings indicated that (1) role ambiguity has a significant negative relationship with work satisfaction and job involvement. (2) role conflict has significant negative relationship with intent to stay. (3) HR supervisory supports has moderate effect with the relationship of role conflict and job involvement.

關鍵字(中)

★ 知覺主管支持
★ 留任意願
★ 工作投入
★ 角色壓力
★ 人資顧客服務代表
★ 角色衝突
★ 工作滿意
★ 角色模糊

關鍵字(英)

★ HR account officer
★ job satisfaction
★ role ambiguity
★ role conflict
★ job involvement
★ intent to stay
★ perceived HR supervisory support
★ Role stress

論文目次

目錄
中文提要………………………………………………………………………….………..v
英文提要………………………………………………………………………….……….vi
目錄………………………………………………………………………………..……….vii
圖目錄………………………………………………………………………….…………viii
表目錄………………………………………………………………………….…………..ix
第壹章　緒論……………………………………………………………………………..1
　　第一節　研究背景……………………………………………………………………..1
　　第二節　研究動機……………………………………………………………………..3
　　第三節　研究目的……………………………………………………………………..6
第貳章　文獻探討……………………………………………………………7
　　第一節　人資顧客服務代表的定義及工作特性……………………………………..7
　　第二節　角色壓力的定義……………………………………………………………..9
　　第三節　角色壓力與工作滿意的關聯性………………………………………….....12
　　第四節　角色壓力與工作投入的關聯性………………………………………….....14
　　第五節　角色壓力與留任意願的關聯性………………………………………….....16
　　第六節　知覺人力資源部門主管支持的干擾效果……………………………….....18
第參章　研究方法…………………………………………………………...22
　　第一節　研究架構…………………………………………………………………….22
　　第二節　研究假設摘要……………………………………………………………….23
　　第三節　變數操作性定義與測量…………………………………………………….25
　　第四節　研究對象…………………………………………………………………….28
第肆章　研究結果…………………………………………………………...31
　　第一節　因素分析…………………………………………………………………….31
　　第二節　信度分析…………………………………………………………………….38
　　第三節　敘述性統計分析…………………………………………………………….39
　　第四節　相關分析…………………………………………………………………….40
　　第五節　迴歸分析…………………………………………………………………….41
　　第六節　假設驗證結果……………………………………………………………….51
第伍章　研究結論與管理意涵……………………………………………...52
　　第一節　研究結論與結果討論……………………………………………………….52
　　第二節　管理意涵…………………………………………………………………….56
　　第三節　研究限制與後續研究建議………………………………………………….58
第陸章　參考文獻…………………………………………………………...61
附　錄　問卷

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指導教授

林文政(Wen-Jeng Lin)

審核日期

2007-7-11

推文