由高績效工作系統對服務績效的影響探討員工功能彈性氣候的中介效果

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陳玉梅(Yu-mei Chen) 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

由高績效工作系統對服務績效的影響探討員工功能彈性氣候的中介效果
(Functional Flexibility as a Mediating Variable Between High Performance Work System and Service Performance)

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摘要(中)

高績效工作系統乃是透過人力資源管理以誘發員工對組織目標的承諾和參與，這種以承諾為導向的模式已成為人力資源管理領域的主體，而且已廣泛被企業視為提高競爭力的主要策略。而具備高功能彈性的員工，擁有較多樣化的知識和技能，可以促進組織的競爭優勢，以更有效的方式法完成任務的要求進而提高組織績效。本研究以某速食業的166家分店為研究對象，用相關及迴歸模型分析高績效工作系統對服務績效的影響，同時探討功能彈性氣候的中介效果。
研究結果顯示，各分店高績效工作系統的投入對該店之員工功能彈性氣候有正向的影響；各分店高績效工作系統的投入對該店之服務績效有正向的影響；各分店員工功能彈性氣候對其服務績效有正向的影響；而各分店人力資源活動的投入會透過員工之功能彈性氣候影響該店的服務績效。
依據研究結果，本研究建議企業應更積極推動高績效人力資源措施的落實並與企業策略結合，進一步透過高績效工作系統創造出企業的最高價值。而因應學者主張功能彈性應大規模運用在服務型企業，及功能彈性在本研究實證的中介效果，以服務為導向的企業應更積極關注功能彈性的功用，優化功能彈性在組織的效能，使其為組織帶來優勢。

摘要(英)

High performance work system (HPWS, also named as high performance work practice or best practice), with the model of commitment-oriented by inducing employees’ commitment and involvement to the organization goal, has been the principal of the human resources management. Most of the companies have extensively adapted HPWS as the strategy for improving the competitiveness.
The employees with functional flexibility possess variety of knowledge & skill, as well as easily adapt to the change of working environment. They can effectively complete the assignment and bring advantages to the organization as well.
The research focused on the 166 stores of one famous quick service restaurant to discuss how the high performance work system influences service performance, and the mediation effect of the collective functional flexibility to the correlation between HPWS and service performance. The result shows positive correlation for the following variables: HPWS to functional flexibility, functional flexibility to service performance and HPWS to service performance. It also proves the mediation effect of the collective functional flexibility.
According to the research result, it is recommended that the company should be more proactive to put the human resource practices into effect and aligned the HPWS with the company strategy to maximize the value. Besides, in accordance with the literature that the functional flexibility should be utilized especially in the service industry, and the proved mediation effect of functional flexibility, the service-oriented firms should pay more attention and devote to the effectiveness of functional flexibility to optimize the advantage.

關鍵字(中)

★ 服務績效
★ 高績效工作系統
★ 功能彈性

關鍵字(英)

★ Functional Flexibility
★ High Performance Work System
★ Service Performance

論文目次

第一章、緒論1
第一節、研究背景與動機1
第二節、研究目的2
第二章、文獻探討3
第一節、高績效工作系統3
第二節、功能彈性7
第三節、高績效工作系統、功能彈性與服務績效10
第三章、研究設計與方法14
第一節、研究架構及研究假設14
第二節、資料來源14
第三節、變項操作型定義15
第四節、資料分析方法17
第四章、結果與討論18
第一節、樣本描述18
第二節、研究結果20
第五章、結論與建議24
第一節、研究結論24
第二節、管理意涵24
第三節、研究限制及後續研究建議27

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指導教授

劉念琪(Nien-chi Liu)

審核日期

2010-6-22

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