蔡惠晴Huei-Ching Tsai2010-07-02

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题名:	蔡惠晴Huei-Ching Tsai2010-07-02
作者:	蔡惠晴;Huei-Ching Tsai
贡献者:	人力資源管理研究所碩士在職專班
关键词:	組織公民行為;服務氣候;便利商店;Convenience Store;Service climate;Organizational Citizenship Behavior
日期:	2010-07-02
上传时间:	2010-12-08 14:44:37 (UTC+8)
出版者:	國立中央大學
摘要:	在台灣，服務業的競爭十分激烈，尤其是店數多達9,200家的便利商店，相較於過去單純的零售服務，現在的便利商店需要創造更多的服務價值，除了商品豐富化、服務項目多元化以外，更要注重顧客服務品質，因此，業者不斷在訓練課程、營運活動及管理作為…等，加強服務重要性的宣示，營造組織內的服務氣候，提升服務品質；然而面對便利商店多樣性的顧客，只依賴標準作業手冊所提供的服務，可能無法處理各種突發的顧客問題，需要藉由激發員工的組織公民行為，使他們願意將組織的問題視作與個人有關的事，隨時隨地展現對組織有利的行為。　　本研究以國內四大超商之一的個案公司為研究對象，有效分店樣本143家、549份員工樣本，探討便利商店服務氣候對各項員工組織公民行為的影響；研究結果如下：一、便利商店服務氣候對員工「認同公司」、「利他行為」及「認真盡責」有正向影響。二、便利商店服務氣候對員工「人際和諧」、「保護公司資源」未達顯著影響。In Taiwan, service industry is extremely competitive, especially the number of stores up to 9,200 convenience stores. Compared with the past simple retail services, converience stores now need to create more service value, in addition to vast goods, multiple service, the greater attention is customer service quality. Therefore, the companies continuouslly emphasize the importance of service when they have training, business activities and management behavior, to create the service climate and improve the quality of service. The customers of convenience stores are very diversity, if the service just rely on standard operating handbook, may be unable to deal with unexpected problems of customers. It needs to inspire employees by organizational citizenship behavior, so that they are willing to be organizational issues as matters relating to individuals, enabling anytime showing the good behavior for the organization. The object of this study is one of the convenience stores company in Taiwan. There are 143 valid samples in the survey of store level, and 549 valid samples in the survey of employee level. This study aims to investigagte the relationship between service climate in the convenience store and organizational citizenship behavior. The results of this study are shown as follws： 1.The service climate in the convenience store has a positive and effect on “Identification with the company”, “Altruism” and “Conscientiousness”. 2.The service climate in the convenience store can not predict “Interpersonal Harmony” and “Protecting Company Resources”.
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