組織公正認知對員工組織公民行為及工作績效的影響

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徐淑貞(Shu-Chen Hsu) 查詢紙本館藏

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論文名稱

組織公正認知對員工組織公民行為及工作績效的影響
(The Effect of Organizational Justice Perception on Employee's Organizational Citizenship Behavior and Job Performance)

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摘要(中)

服務業的員工直接接觸顧客，面對多樣化的顧客，員工除了完成角色所賦予的責任外，積極主動協助顧客或同事亦是提昇顧客滿意之重要行為。Organ（1988）認為這種自發性完成角色外之工作行為稱之為「組織公民行為」。
由於全球化競爭及產業變遷快速，企業追求彈性的策略之一是將非核心事業或人力外包，此外，組織架構也由過去的階層式架構，轉變為注重合作的工作團隊架構，因此，重視成員間之合作關係等的組織公民行為更形重要。
員工對組織的認知會影響其行為，而員工的行為會影響顧客滿意度及行為，最後會影響公司整體營收及利潤。過去的研究也顯示員工的組織公正認知是影響其組織公民行為的重要因素之一，因此，本研究目的在探討員工之組織公正認知對組織公民行為及工作績效之影響。
本研究對象為連鎖餐飲業之員工，共發出樣本350份，有效樣本210份（60%）。其中又區分為正職人員樣本62份（29.5%），部分工時人員148份（70.5%）。
相關文獻探討分為：組織公正、組織公民行為、工作績效及工作價值觀。以工作價值觀作為控制變項，利用迴歸分析探討組織公正認知對組織公民行為的影響，及組織公民行為對工作績效的影響。
研究結果發現:
（一）員工的組織公正認知對組織公民行為有顯著正向影響。
（二）對正職人員而言，員工的組織公民行為對工作績效有正向影響; 部分工時人員的組織公民行為對其工作績效無顯著影響。
本研究進一步分析員工組織公正認知之五個構面，研究結果顯示，對正職人員而言，生涯發展公正構面對其組織公民行為的展現有顯著影響。在部分工時人員方面，影響最大的是績效公正，其次是程序公正。
本研究也提出組織提昇組織公正認知及組織公民行為的方案，作為企業之參考。

摘要(英)

Employees’ perception toward the organization influences their behavior. Employees’ behavior influences customer satisfaction and behavior, and then influence company sales and profit. Research showed that employees’ organizational justice perception is one of the most important factors influencing their behavior. The purpose of the paper is to study the effect of organizational justice perception on employee’s organizational citizenship behavior and job performance.
Data of the paper was collected from a chain restaurant. There were 210 valid questionnaires; 62 (29.5%) from full-time employees, and 148 (70.5%) part-time employees.
Regression analysis revealed that:
1. Organizational justice perception influence employee’s organizational citizenship behavior significantly.
2. For full-time employees, their organizational citizenship behavior influence job performance. For part-time employees, their organizational citizenship behaviors were unrelated to job performance.
Implication for enhancing organizational justice and organizational citizenship behavior are also discussed.

關鍵字(中)

★ 組織公正認知
★ 工作績效
★ 組織公民行為

關鍵字(英)

★ job performance
★ organizational citizenship behavior
★ organizational justice perception

論文目次

第一節研究背景與動機 1
第二節研究目的 4
第三節章節安排 4
第二章文獻探討 5
第一節組織公正認知 6
第二節組織公民行為 14
第三節工作績效 20
第四節工作價值觀 21
第三章研究架構與研究方法 26
第一節研究架構 26
第二節研究設計 27
第四章量表之信效度驗證 30
第五章量表統計與結果分析 33
第一節樣本回收分析 33
第二節相關分析 36
第三節迴歸分析 41
第六章研究結論與建議 52
第一節研究結果 52
第二節管理意涵 54
第三節研究限制 57
參考文獻 59

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指導教授

黃同圳(Tung-chun Huang)

審核日期

2004-7-9

推文