從內部顧客與角色觀點探討人力資源部門效能:一項跨層次分析模式的檢驗

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王湧水(Yung-Shui Wang) 查詢紙本館藏

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人力資源管理研究所

論文名稱

從內部顧客與角色觀點探討人力資源部門效能:一項跨層次分析模式的檢驗

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摘要(中)

摘要
面對高度競爭與快速變遷的環境，人力資源管理在組織中所扮演的角色日益重要，但不同於過去重視人力資源管理與組織績效的討論，本研究從內部顧客與角色的觀點，探討人力資源部門的效能，並依循組織鑲嵌結構的特性，建構影響人力資專業人員角色行為表現之前置因素與可能後果的多層次檢驗模式。研究樣本蒐集自39家國內製造業之人力資源部門員工232份，及直線部門員工284份，經本研究層級線性模式(HLM)分析結果顯示，影響人力資源專業人員角色行為表現的前置因素，除了個人層次人力專業人員所擁有的職能因素，包括親和與勤勉可靠性格及專業能力外，還會受到來自部門層次整體部門授權氣候因素的直接影響與干擾。而在策略夥伴、行政專家、變革推手、員工鬥士四個人力資源部門角色表現中，又以策略夥伴角色表現最受內部顧客單位的肯定與重視。最後本研究針對研究結果進行討論，並提出ㄧ些後續研究與實務管理之具體可行的建議。

摘要(英)

ABSTRACT
Facing great competition and radical change of environment, the role of human resource management becomes more important in organizations. This dissertation, different from traditional research on discussing the relationship between human resource management and organizational performance, aims to explore the department effectiveness of human resource from the viewpoints of internal customers and role behavior. The characteristics of nested structure were applied to develop a multilevel framework in which to examine the antecedents and outcomes of role performed by human resource professionals. Survey data of 232 employees in human resource department and 284 employees in line departments were collected from 39 manufacture firms in Taiwan. Drawing on Hierarchical Linear Modeling (HLM), the results show that the antecedents associate with role performed by human resource professionals are not only individual level factors of their competences, such as personality traits of agreeableness and conscientiousness and professional capability, but also department level factor of empowerment climate which directly and moderately affects their role behavior. While aggregating individual level roles behavior of Strategic Partner, Administrative Expert, Change Agent, and Employee Champion to department level, the role of Strategic Partner performs by human resource department is significant related to internal customer effectiveness evaluation. The implication of management and future study suggestion were also discussed.

關鍵字(中)

★ 授權氣候
★ 內部顧客
★ 人力資源角色
★ 多層次分析

關鍵字(英)

★ human resource role
★ internal customer
★ empowerment climate
★ multilevel analysis

論文目次

授權書…………………………………………………………………Ⅰ
中英文摘要……………………………………………………………Ⅱ
誌謝……………………………………………………………………Ⅲ
目錄……………………………………………………………………Ⅴ
圖目錄…………………………………………………………………Ⅷ
表目錄…………………………………………………………………Ⅸ
第一章緒論……………………………………………………………1
　第一節研究動機…………………………………………………..1
　第二節研究問題…………………………………………………..3
　第三節研究目的………………………………………………......4
　第四節概念性研究架構…………………………………………..4
　第五節論文結構……………………………………………..……5
第二章文獻探討與研究假設…………………………………………6
　第一節人力資源部門角色………………………………………..6
　第二節人力資源專業人員職能…………………………………28
　第三節 HR 專業人員職能與HR 角色行為表現的關係….…….35
　第三節授權氣候…………………………………………………40
第四節人力資源部門角色效能—內部顧客觀點.……………...45
第三章研究方法……………………………………………………..49
　第一節研究對像…………………………………………………49
　第二節研究程序…………………………………………………49
　第三節研究變項量測……………………………………………50
　第四節分析方法………………………………………………...52
第四章分析結果……………………………………………………..57
　第一節基本特性分析……………………………………………57
　第二節敘述性統計與相關分析…………………………………63
　第三節 HR 專業人員角色行為前置影響因素HLM 分析……..64
　第四節 HR 部門角色對內部顧客效能評價HLM 分析………..82
第五章結論與建議…………………………………………………..85
　第一節討論………………………………………………………85
　第二節研究限制…………………………………………………90
　第三節實務管理意涵……………………………………………91
　第四節結論………………………………………………………92
參考文獻..……………………………………………………………..93

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指導教授

黃同圳(Tung-Chun Huang)

審核日期

2006-7-17

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