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姓名 張展(ZHAN ZHANG)  查詢紙本館藏   畢業系所 人力資源管理研究所
論文名稱 體驗式員工服務對員工留任意願之影響─以員工投入為中介變項
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摘要(中) 隨著體驗經濟的到來,人們越來越重視體驗服務。企業面臨人才流失的情況 下逐漸重視員工工作體驗。本研究之目的為探究體驗式員工服務對留任意願之影 響,並且將體驗式員工服務分為物理環境、科技環境、文化環境三個構面進行分析;其次探討工作投入是否會對上述影響產生中介作用。

本研究採用電子問卷調查方式進行收集資料,抽樣方法為便利抽樣,發放對 象包括金融業、科技業、政府部門等,共發放 725 份,回收 342 份,回收率 47.1%。 研究結果發現體驗式員工服務對組織留任意願具有正向影響,且工作投入具有部分中介效果。
摘要(英) In the context of experience economy, people are paying attention to experience. Enterprises becoming concentrate on employee′s work experience in the face of brain drain. The purpose of this study is to explore the impact of employee experience service on retention, and divide the employee experience service into three parts: physical environment, technology environment and cultural environment. Secondly, it will discuss whether the job engagement will mediate the influence effect.

The questionnaire was convenience sampled and distributed to the financial industry, technology industry, government departments, etc. A total of 725 questionnaires were sent and 342 were returned, with a returned rate of 47.1%. The study found that employee experience service has a positive impact on employee retention, and the relationship between employee experience service and retention is partially mediated by job engagement.
關鍵字(中) ★ 體驗式員工服務
★ 工作投入
★ 留任意願
關鍵字(英) ★ employee experience service
★ job engagement
★ employee retention
論文目次 目錄
第一章 緒論 1
1-1研究背景 1
1-2研究動機 2
1-3研究目的與研究問題 3
第二章 文獻回顧 4
2-1顧客體驗 4
2-2員工體驗 6
2-3員工投入 7
2-4留任意願 9
2-5體驗式員工服務與留任意願之關係 10
2-6體驗式員工服務與員工投入之關係 11
2-7工作投入與留任意願之關係 11
第三章 研究方法 13
3-1研究架構 14
3-2問卷發放對象與抽樣方法 14
3-3問卷設計與操作性定義 15
3-4研究工具與資料分析方法 19
第四章 研究結果 21
4-1回收樣本之敘述性分析 21
4-2信度分析及效度分析 25
4-3相關分析 31
4-4回歸分析 34
4-5研究假設彙整表 42
第五章 結論與建議 43
5-1研究結果彙整與分析 43
5-2管理意涵 45
5-3研究貢獻 47
5-4研究限制及建議 47
參考文獻 49
附錄 55
參考文獻 參考文獻

英文部分
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Berry, L. L., Wall, E. A., & Carbone, L. P. (2006). Service clues and customer assessment of the service experience: Lessons from marketing. The Academy of Management Perspectives, 20(2), 43-57.

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Bitner, M.J., 1992. Servicescapes: the impact of physical surroundings on customers and employees. J. Mark. 57–71.

Cho, S., Johanson, M. M. & Guchait, P. (2009). Employees intent to leave: A comparison of determinants of intent to leave versus intent to stay. International Journal of Hospitality Management, 28(3), 374-381.

Chun, R. (2005). Corporate reputation: Meaning and measurement. International Journal of Management Reviews, 7(2), 91–109.

Dalton, D. R., Todor ,W. D. , and Krackhardt ,D. M. (1982).Turnover Overstated: The Functional Taxonomy. Academy of Management Review, 7:117-123.

Demerouti, Nachreiner, Baker, & Schaufeli. (2001). "The Job Demands-Resources Model of Burnout". Journal of Applied Psychology, 86(3), 499-512.

Frow, P., & Payne, A. (2007). Towards the ‘perfect’ customer experience. Journal of Brand Management, 15(2), 89–101.

Genevieve, E. C. (1990).Retention: Has it obstructed nursing’s view? Nursing Administration,14:70-75.

Gilmore, J.H. & Pine, B.I.I. (2002). Customer experience places: the new offering frontier, Strategy & Leadership, 30, 4–11.

Jacob, M. (2017). The Employee Experience Advantage:How to Win the War for Talent by Giving Employees the Workspaces they Want, the Tools they Need, and a Culture They Can Celebrate. New Jersey: Wiley.

Jones, J. R., & J. K. Harter. (2005). Race effects on the employee engagement-turnover intention relationship. Journal of Leadership & Organizational Studies, 11(2), 78-82.

Kahn. (1990). "Psychological Conditions of Personal Engagement and Disengagement At Work". Academy of Management Journal, 33(4), 692-724.

Mayfield, J. & Mayfield, M. (2007). The Effects of Leader Communication on a Worker′s Intent to Stay: An Investigation Using Structural Equation Modeling. Human Performance, 20(2), 85-102.

Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237240.

Paillé, Pascal ; Raineri, Nicolas ; Valeau, Patrick ; et. al. Professional employee retention: Examining the relationships between organizational citizenship behavior and turnover cognitions. In: Journal of Applied Business Research, Vol. 31, no.4, p. 1437-1452 (2015)

Pine, J. B., II and J. H. Gilmore (1998). Welcome to Experience Economy. Harvard Business Review, 76(July), 97-105.

Price,J. L. 1977. The study of turnover. Ames. I Alowa state university press.

Robbins,S.P.(2002).Organizational Behavior, 9 th ed ,New-Jersey: Prentice Hall,Inc.

Rosenbaum, M.S. Massiah, C., 2011. An expanded servicescape perspective. J. Serv. Manag. 22 (4), 471–490.

Schaufeli, W. B., Bakker, A. B., & Salanova, M. (2006). The measurement of work engagement with a short questionnaire a cross-national study. Educational & Psychological Measurement, 66(4), 701-716.

Schaufeli, W. B., Salanova, M., González-romá, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71-92.

Schmitt. B.H.(2000) Experiential marketing: how to get customers to sense, feel, think, act, and relate to your company and brand. Bilbao: Deusto.

Shankar, V., Smith, A.K. & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments, International Journal of Research in Marketing, 20(2), 153–175.

Sørensen, F., & Jensen, J. F. (2015). Value creation and knowledge development in tourism experience encounters. Tourism Management, 46, 336–346.

中文部分:
Christopher Adair(2017),企業如何留住高績效員工,Talent, Rewards & Performance

王韻玲(2017),「探討組織生涯管理與組織信任對員工留任意願之影響——以台灣連鎖餐飲業為例」,國立中山大學企業管理學系碩士論文。

林慧芝(2005),「激勵制度對留任意願影響之探討-以內部稽核人員為例」,國立中央大學人力資源管理研究所碩士論文。

派恩 & 吉摩爾(Pine ll, B.J. & Gilmore, J.H.)(2013)體驗經濟時代(十週年修訂版):人們正在追尋更多意義,更多感受(The experience economy, Updated ed.)(夏業良、魯煒與江麗美譯)。臺北市:經濟新潮社。(原作者2011年出版)

陳湘菱(2015),「人才管理措施、自我人才辨識、 心理契約、及員工投入關係之探討」,國立中央大學人力資源管理研究所碩士論文。

詹雅雲(2012),「人力資源管理活動對於研發人員工作投入與留任意願之影響-以領導風格為干擾變數」,實踐大學企業管理學系碩士班碩士學位論文。

蔡孟耿(2016),「新進人員教育訓練成效與工作敬業對工作績效影響之檢視」,國立交通大學經營管理學程碩士論文。

譚如秀(2015),「企業聲望、組織文化對實習生留任意願之影響——以工作滿意度為中介變項」國立台灣師範大學科技應用與人力資源發展學系碩士論文。

網路資料:
Inc.,D.(2017). Global Human Capital Trends 2017. (2019). https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2017.html

Inc., S. (2016). Steelcase Global Report | Employee Engagement and the Global。Workplace.
https://info.steelcase.com/employee-engagement-and-the-global-workplace-zn
指導教授 鄭晉昌(Jihn-Chang Jehng) 審核日期 2019-7-10
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