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

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許睿峰(Ruei-Fong Hsu) 查詢紙本館藏

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人力資源管理研究所在職專班

論文名稱

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
(A Study on The Relationships among Employees’ Psychological Empowerment, Job Satisfaction,Organizational Commitment, and Service Behavior -An Illustration of Convenience Chain Stores)

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摘要(中)

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。

摘要(英)

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.

關鍵字(中)

★ 服務行為
★ 組織承諾
★ 工作滿意
★ 賦權感知

關鍵字(英)

★ psychological empowerment
★ job satisfaction
★ organizational commitment
★ service behavior

論文目次

中文摘要i
英文摘要ii
目錄iii
圖目錄iv
表目錄v
一、緒論1
1-1 研究背景與動機 1
1-2 研究目的2
1-3 研究流程2
二、文獻探討4
2-1 服務行為4
2-2 賦權感知7
2-3 工作滿意10
2-4 組織承諾13
2-5 賦權感知與工作滿意、組織承諾及服務行為之相關實證研究18
三、研究方法21
3-1 研究架構及假設 21
3-2 變項的操作型定義與衡量方22
3-3 研究對象與抽樣方法26
3-4 資料分析方法26
3-5 結構方程式模式評鑑28
四、研究結果與分析31
4-1 樣本特性分析31
4-2 量表信度分析33
4-3 因素分析與相關分析36
4-4 線性結構關係模式42
五、結論與建議47
5-1 研究結論47
5-2 管理意涵與未來研究建議47
5-3 研究限制49
參考文獻51
一、中文部分51
二、英文部份53
附錄57

參考文獻

一、中文部分
①書籍
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②期刊報章論文
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③學位論文
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二、英文部份
①書籍
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指導教授

劉念琪(Nien-Chi Liu)

審核日期

2008-7-10

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