在服務傳遞的過程中，員工難免因突發狀況而必須處理顧客的申訴事件，當今的企業中，有哪些管理作為會有助於員工在面對此類關鍵事件的處理？員工在接觸顧客及提供顧客服務時，是否能因適度賦權而即時反應於工作表現及衍生的服務行為？本研究以台灣某連鎖便利商店員工為調查對象，回收 376份問卷，來探討瞭解員工賦權感知、工作滿意、組織承諾及服務行為間之關係。並以敘述性統計、因素分析及線性結構方程式模式評鑑，進行資料分析與推論，研究結果如下： 1.賦權感知對服務行為間存在著正向且顯著明顯的影響。 2.賦權感知對工作滿意存在著正向且顯著的影響，工作滿意與組織承諾間亦存在著正向且顯著的效果；而賦權感知對組織承諾雖有正向的影響，但其效果未達顯著水準。 3.工作滿意對服務行為的影響並無顯著的直接效果，而組織承諾對服務行為間存在著正向且顯著明顯的因果關係，顯示組織承諾在工作滿意和服務行為間，具有正向的中介效果。 承上述，由本研究得知賦權感知對服務行為的影響，可透過兩個路徑來達成：一個是賦權感知對服務行為的直接影響；另一則是透過工作滿意與組織承諾為中介變項，來間接影響服務行為。賦權感知對服務行為的直接影響，比透過工作滿意與組織承諾的間接方式，所帶來的效果更大。因此建議個案公司在未來處理企業資源的分配時，可先增強員工的賦權感知，其對服務行為的提升將更具影響力。 The purpose of this study is to investigate the relationships among employee’s working environment, psychological empowerment, job satisfaction, organizational commitment, and service behavior. A total of three hundred and seventy-six samples from the convenience chain stores in Taiwan were collected and analyzed via descriptive statistics, factor analysis, and Structural Equation Modeling (SEM). The study results are shown as follows: 1. Psychological empowerment has a significantly positive and direct effect on service behavior. 2. Psychological empowerment has a significantly positive and direct effect on job satisfaction, job satisfaction also has a significantly positive and direct effect on organizational commitment. Psychological empowerment has a positive effect on organization commitment, but the effect is not significant. 3. However, there were no significantly direct effect between job satisfaction and service behavior, but Organizational commitment has a significantly positive effect on service behavior. Organizational commitment reveals a significant mediating effect on job satisfaction to service behavior. The study findings indicate that empowerment is a good incentive approach on improving employees’ service behavior and job satisfaction. Therefore, there is an impressing need for an organization to enhance employees’ psychological empowerment. The study suggests that management supervisors should provide a psychological empowerment environment for their employees who are willing to work at.
