員工賦權感知與服務行為之關連

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：122

、訪客IP：3.147.65.85

姓名

林宛臻(Wan-chen Lin) 查詢紙本館藏

畢業系所

人力資源管理研究所

論文名稱

員工賦權感知與服務行為之關連
(The Relationships between Employees’ Psychological Empowerment and Service Behavior)

相關論文

★ 空服員之工作特性、工作壓力源與個人壓力反應	★ 人力資源管理活動對員工離職意願之影響- 以工作滿意度為中介變項
★ 直線主管之管理訓練與其參與人力資源管理活動之關聯	★ 直線經理參與人力資源管理活動之影響因素探討
★ 員工風險承擔對個人持股意願之影響	★ 人力資本投資、知識分享與組織績效之關聯
★ 人力資源部門跨界活動對企業採行高績效人力資源管理實務之影響	★ 賦權感知、工作滿意、組織承諾與服務行為之相關性研究―以某連鎖便利商店為例
★ 業務代表人格特質與核心職能對績效影響的探討 —以某藥廠為例	★ 實施利益分享制度對心理賦權感及工作滿意之影響
★ 員工股票獎酬對員工心理所有權之影響---以內外控人格特質為干擾變項	★ 組織氣候感知、組織承諾與組織公民行為之關聯
★ 人力資源高績效工作實務、創新氣候與組織績效之關聯－以IC設計產業為例	★ 高績效工作實務對員工知識分享行為之影響 -
★ 人格特質與工作績效之關係研究─以航空服務業空服人員為例	★ 員工對功能彈性氣候的感知對工作滿意度的影響以工作自主與工作要求為中介變項

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

至系統瀏覽論文 ( 永不開放)

摘要(中)

隨著經濟成長與生活水準的提升，現今消費者重視商品與服務的品質更甚於商品的價格，使零售業者重視服務品質的概念，更將自己定位為服務的提供者，期許組織成員能持續展現高水準的服務品質來滿足顧客需求。賣場服務人員是傳遞服務品質的重要角色，而企業往往透過賦權的方式，使員工更有能力協助顧客解決問題，增加工作態度與效率，進而改善服務行為與組織績效，然而賦權並非萬靈丹，企業賦權不能只侷限在一味地上對下給予，而更應重視組織內成員對於賦權的心理感知，唯有員工內心真正感受到並影響外在行為強化，才算達到賦權的目的，所以企業是否清楚了解組織成員的賦權心理感知以及運用賦權對服務品質的提升效果是個值得探討的議題。
本研究以某零售服務業者為研究對象，基於公司推行變革的背景下，收集兩期資料，以探討心理賦權感知對服務行為的影響，以及員工在公司制度改變的這段期間內，其心理賦權感知程度的變化，以及個人賦權感知程度的差異對服務行為變化之間的影響，藉此，希望能更進一步發展出企業實施賦權措施對於組織內員工服務行為的影響模式，透過統計分析結果得到以下發現：
1. 初期的賦權能力感知與服務行為不僅有正向相關，更對其有顯著的影響效果
2. 初期的賦權意義、自我決定與影響力感知與服務行為無顯著相關與影響效果
3. 賦權能力、意義、自我決定感知改變與服務行為改善有正相關，但僅有賦權能力的提升對服務行為改善有正向顯著的影響效果，賦權意義與自我決定感知改變對服務行為改變並無顯著影響
4. 賦權的影響力感知改善與服務行為改變無顯著相關與影響效果。
綜言之，員工賦權感知不僅能預測未來的服務行為表現，且賦權感知的提升能確實提高員工服務行為表現，因此建議企業在實施賦權時，應加強與員工之溝通、資訊回饋與訓練以及塑造組織氣候來提升員工賦權感知與服務行為。
關鍵字：心理賦權感、服務行為

摘要(英)

With the economic growth and the enhancement of people’’s living levels, consumers pay much attention to the quality of goods and service rather than the price. The retail industry has put emphasis on service quality, positioned as service providers, and expected their members to continuously meet customers’ needs with high level of service quality.
Front-line workers play important roles in delivering service quality. Enterprises empower their employees, making them have more abilities to help customers solve their problems, improve their working attitude and efficiency, and in turn improve service behavior and organizational performance. However, empowerment is not a panacea. Enterprises should not limit empowerment to a top-down approach; rather, they should emphasize employees’ psychological empowerment. The goal of empowerment will be achieved only when empowerment is perceived by employees and influences their external behavior. Therefore, it is worthy to discuss if enterprises understand employees’ psychological empowerment and apply it to enhance service quality.
A retail service chain store was chosen as the subject. Under the background the organizational change, data in two periods were collected to explore if employees’ psychological empowerment influences service behavior; the change of the employees’ psychological empowerment and the difference of individual empowerment are also discussed to see if they will influence the change of service behavior in the period of the corporate revolution. According to these discussions, this study would like to further develop a model of influencing employees’ service behavior by the application of empowerment. The results of this study are listed as below:
1. The initial competency dimension of psychological empowerment has significantly positive effects on service behavior.
2. The initial meaning, self-determination and impact dimensions of psychological empowerment do not significantly influence service behavior.
3. The increase of competency, meaning and self-determination dimensions of psychological empowerment are positively related to the improvement of service behavior, but only the increase of competency has significant influences on the improvement of service behavior. The change of meaning and self-determination do not significantly influence the improvement of service behavior.
4. The increase of impact dimension does not significantly influence the change of service behavior.
To sum up, the results indicated that the initial psychological empowerment can predict service behavior and the raise of psychological empowerment can improve service behavior as well. Therefore, managers who facilitate empowerment should reinforce the communication with employees, information feedback, training and development, and organizational climate to improve employees’ psychological empowerment and service behavior.
Key Words: psychological empowerment, service behavior

關鍵字(中)

★ 賦權感知
★ 服務行為

關鍵字(英)

★ psychological empowerment
★ service behavior

論文目次

目錄
目錄 VII
圖目錄 VIII
表目錄 IX
第一章緒論 1
第一節研究動機 1
第二節研究目的 3
第二章文獻探討 4
第一節賦權感知 4
第二節服務行為 8
第三節員工賦權感知與服務行為之關連 11
第三章研究方法 15
第一節研究架構與假設 15
第二節研究方法 16
第三節測量工具 17
第四節分析模型與變數定義 21
第四章研究結果 25
第一節敘述性統計分析 25
第二節衡量工具 27
第三節相關分析 31
第四節迴歸分析 34
第五節綜合討論 37
第五章結論與建議 44
第一節研究結論 44
第二節管理實務意涵 46
附錄參考文獻 49

參考文獻

Ashforth, B. E. 1989. The experience of powerlessness in organizations. Organizational Behavior and Human Decision Processes, 4(3): 207-242.
Bacharach, S. & Lawler E. 1980. Power and Politics in Organozations. San Francisco: Jossey-Bass.
Bandura, A. 1989. Human agency in social cognitive theory. American Psychologist, 33: 345-369.
Bandura, A.1982. Self-efficacy mechanism in human agency. American Psychologist, 37, 122-147.
Bandura, A. 1977. Self-efficacy: toward a unifying theory of behavior change. Psychological Review, 84, 191-215.
Bell, N. E. & Staw, B. M. 1989. People as sculptors versus sculpture: the roles of personality and personal control in organizations, Handbook of Career Theory, Cambridge University Press, Cambridge.
Berry, L. L. 1981. Perspectives in the retailing of aervices, in theory in retailing: traditional and nontraditional sources. American Marketing Association, Chicago..
Bitner, M. J., Booms, B., and Tetreault, M. S. 1990. The Service Encounter Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54: 71–84.
Bowen, D. E. and Lawler, E. E. III. 1992. The empowerment of service works: what, why, how and when?” Salon Management Review, 33: 31-39.
Bowen, D. E., & Schneider, B. 1988. Service marketing and management: implications for organizational behavior. Research in organizational behavior,,10: 43-80..
Breaugh, J. A. 1985. The measurement of work autonomy. Human Relations. 38(6): 551-570.
Brief, A. P., & Nord, W. R. 1990. Meanings of occupational work. Lexington: Lexington books.
Burke, W. 1986. Leadership as empowerment others. In S Srivastva (Ed.), Executive power, San Francisco: Jossey-Bass, 55-77.
Conger, R. A. & R. N. Kanungo. 1988. The empowerment process: intergrating theory and practice. Academy of Management Review, 13(3): 471-482.
Crawford & Getty. 1991. Consumer Satisfaction / Dissatisfaction with Professional Services. Journal of Professional Services Marketing, l.7(2): 35-54
Dachler, H. P., & Wilpert, B. 1978. Conceptual dimensions and boundaries of participation in organizations: a critical evaluation. Administrative Science Quarterly, 23: 1-39.
Deci, E. L., Connell, J. P., & Ryan, R. M. 1989. Self-determination in a work organization. Journal of Applied Psychology, 74: 580-590.
Deshpande, R., Farley, J. U. & Webster, F. E. 1993. Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of Marketing, 57: 23-37.
Frayne, C. A., & Latham, G. P. 1987. Application of social learning theory to employee self management of attendance. Journal of Applied Psychology, 72: 387-392.
Gist, M. E. 1987. Self-efficacy: implications for organizational behavior and human and human resource management. Academy of Management Review, 12: 472-485.
Gist, M. E., Bavetta, A. G., Stevens, C. K. 1990. Transfer training method: Its influence on skill generalization, skill repetition, and performance level. Personnel Psychology, 43: 501-523.
Groons, C. 1990. Relationship approach to marketing in service context: the marketing and organizational behavior interface. Journal of Business Research, 20:3-11
Hachman, J. R., & Oldham, G. R, 1980. Work redesign. Reading, MA: Addison-Wesley.
Kanter, R. M. 1983. The Change Matters. New York: Simon & Schuster.
Keiser, T. C. 1988. Strategies for enhancing service quality. Journal of Service Marketing 2: 65-70.
Kraimer, M. L., Seibert, S. E., & Liden, R. C. 1999. Psychological empowerment as a multidimensional construct: a test of construct validity. Educational and Psychological Measurement, 59: 127-142.
Lance,A. B., & Stephen, W. B. 1997. Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behavior. Journal of Retailing, 73(1): 39-61
Lewis, B.R. & Entwistle T. W. 1989. Managing the service encounter: a focus on the employee. International Journal of Service Industry Management, 1(3): 41-52.
Liden, R. C., & Arad, S. 1996. A power perspective of empowerment and work group: Implications for human resource management research. Research in Personnel and Human Resource management, 14: 205-251.
Martinko, M. J., & Gardner, W. L. 1982. Learned helplessness: An alternative explanation for performance deficits. Academy of Management Review, 7: 195-204.
McClelland, D. C., Power: The inner experience. New York: Irvington Press, 1975.
Miller, K., & Monge, P. 1986. Participation, satisfaction, and productivity: A meta-analytic review. Academy of Management Journal, 29: 727-753.
Mintzberg, H. Power in and Around Organization, Prenrice-Hall, Englewood Cliffs, N. J., 1983.
Parasuraman, A, Zeithaml, V. A. & Berry L. L. 1988. Servqual: a multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64: 12-40.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. 1985. A conceptual model of service quality and its implications for further research. Journal of Marketing, 49: 41-50
Peccei, R., & Rosenthal, P. 2001. Delivering customer-oriented behavior through empowerment: an empirical test of HRM assumptions. Journal of Management Studies, 38(6): 831-857
Rafaeli, A. 1989. When clerks meet customers: a test of variables related to emotional expression on the job. Journal of Applied Psychology, 74: 385-393.
Rafiq, M. & Ahmed, P. K. 1993. The scope of internal marketing defining the boundary between marketing and human resource management. Journal of Marketing Management, 9: 219-232.
Saxe, R., & Weitz, B. A. 1982. The SOCO scale: a measure of the customer orientation of salespeople. Journal of Marketing Research, 19: 343-351.
Schneider, B. 1990. The climate for service：an application of the climate construct,” Organizational Climate and Culture, 383-412
Schlesinger, L. A., Heskett, J. L. 1991. Breaking the cycle of failure in services. Sloan Management Review, 32(3): 17–28.
Schneider, B., & Bowen, D. E. 1985. Employee and customer perceptions of service in banks: replication and extension. Journal of Applied Psychology, 70(3): 423–433.
Scott S. G., & Bruce, R. A. 1994. Determinants of innovative behavior: a path model of individual innovation in the workplace. Academy of Management Journal, 37(3): 580-607.
Seibert, S. E., Silver, S. R & Randolph, W. A. 2004. Taking empowerment to the next level: a multiple-level model of empowerment, performance, and satisfaction. Academy of management Journal, 47(3): 332-346.
Spreitzer, G. M. 1995. Individual empowerment in the workplace: dimensions, measurement, and validation. Academy of Management Journal, 38: 1442-1465.
Spreitzer, G. M. 1996. Social structural characteristics of psychological empowerment.. Academy of Management Journal, 39: 483-504.
Spreitzer, G. M., Kizilos, M. A. & Nason, S. W. 1997. A dimensional analysis of the relationship between psychological empowerment and effectiveness, satisfaction, and Strain. Journal of Management, 23(5): 679-704.
Thakor, M. V., & Joshi, A. W. 2003. Motivating salesperson customer orientation: insights form the job characteristics model. Journal of Business research, 58(5): 584-592.
Thomas, K. W., & Velthouse, B. A. 1990. Cognitive elements of empowerment: an interpretive model of intrinsic task motivation. Academy of Management Review, 15(4): 666-681.
Thomas, K.W. & Tymon, W.G. Jr. 1994. Does empowerment always work: understanding the role of intrinsic motivation and personal interpretation. Journal of Management Systems, 26(2): 1-13.
Tymon, W. G., Jr. 1988. An empirical investigation of a cognitive model of empowerment. Unpublished doctoral dissertation, Temple University, Philadelphia.
Wood, R., & Bandura, A. 1989. Social cognitive theory of organizational management. Academy of Management Review, 14: 284-361
Yagil, D. & Gal, I. 2002. The role of organizational service climate in generating control and empowerment among workers and customers. Journal of Retailing and Consumer Services, 9: 215–226.
Zimmerman, M. A.,& Rappaport, J. 1988. Citizen participation, perceived control, and psychological empowerment. American Journal of Community Psychology, 16: 725-750.
中文部分
張心美，2000，觀光旅館員工授權、服務行為與服務品質關係之研究，私立中國文化大學觀光事業研究所碩士論文。
許士軍，管理學，1984，台北：東華。
郭素玲，2006，賦權氣候對個人績效之跨層次影響－自我效能之干擾效果，國立國防大學國防管理學院資源管理研究所碩士論文。
彭湘雯，2003，組織服務氣候與服務品質之中介歷程--任務性績效與組織公民行為之探討，國立台灣科技大學企業管理研究所碩士論文。

指導教授

劉念琪(Nien-chi Liu)

審核日期

2008-7-14

推文