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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題名:	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
作者:	鄭怡婷;Yi-Tin Cheng
貢獻者:	人力資源管理研究所碩士在職專班
關鍵詞:	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;HR account officer;job satisfaction;role ambiguity;role conflict;job involvement;intent to stay;perceived HR supervisory support;Role stress
日期:	2007-06-28
上傳時間:	2009-09-22 14:06:21 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	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。 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.
顯示於類別:	[人力資源管理研究所碩士在職專班 ] 博碩士論文

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