組織支持與角色外顧客服務行為—市場導向人力資源管理活動之調節效果與情感性承諾 之中介效果
吳泰震、童惠玲
E-mail: 360070@mail.dyu.edu.tw
摘 要
本研究探討組織支持、情感性承諾與角色外顧客服務行為三者之間的關係，並檢測市場導向人力資源管理活動是否對組織 支持與角色外顧客服務行為扮演著調節角色。本研究採便利抽樣調查，以A量販店為研究對象，針對其第一線服務人員與 直屬主管及往來顧客三種問卷。結果發現組織支持對角色外顧客服務行為有正向影響效果。又情感性承諾在組織支持與角 色外顧客服務行為間有中介效果的產生。本研究採階層線性模式進行分析，結果顯示市場導向人力資源管理活動對組織支 持與角色外顧客服務行為具調節效果。當組織支持漸高時，高市場導向人力資源管理活動相對於低市場導向人力資源管理 活動，所帶給顧客角色外行為之差異則遞減。
關鍵詞 : 組織支持、情感性承諾、角色外顧客服務行為、市場導向人力資源管理活動 目錄
內容目錄 中文摘要 ．．．．．．．．．．．．．．．．．．．．． ii 英文摘要 ．．．．．．．．．．．．．．．．．．
．．． iii 誌謝辭 ．．．．．．．．．．．．．．．．．．．．． iv 內容目錄 ．．．．．．．．．．．．．．．．．．．
．． v 表目錄 ．．．．．．．．．．．．．．．．．．．．． vii 圖目錄 ．．．．．．．．．．．．．．．．．．．．．
viii 第一章 緒論．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．．．．．．．．
．． 1 第二節 研究目的．．．．．．．．．．．．．．． 3 第二章 文獻探討．．．．．．．．．．．．．．
．．． 4 第一節 組織支持與角色外顧客服務行為．．．．． 4 第二節 情感性承諾之中介效果．．．．．
．．．． 7 第三節 市場導向人力資源管理活動之調節效果．． 10 第三章 研究方法．．．．．．．．．．．
．．．．．． 12 第一節 研究架構．．．．．．．．．．．．．．． 12 第二節 研究假設．．．．．．．
．．．．．．．． 13 第三節 研究對象與抽樣程序．．．．．．．．．． 13 第四節 量測工具．．．．．
．．．．．．．．．． 14 第五節 資料處理與統計方法．．．．．．．．．． 16 第四章 統計分析與結果．．
．．．．．．．．．．．． 19 第一節 樣本資料特性．．．．．．．．．．．．． 19 第二節 信效度分析
．．．．．．．．．．．．．． 26 第三節 整體模式衡量分析．．．．．．．．．．． 28 第四節 相關分 析．．．．．．．．．．．．．．． 30 第五節 迴歸分析與假設驗證．．．．．．．．．． 31 第六節 階 層線性模式．．．．．．．．．．．．． 32 第五章 結論與建議．．．．．．．．．．．．．．．． 36 第一節 研究結論．．．．．．．．．．．．．．． 36 第二節 實務意涵．．．．．．．．．．．．．．． 37 第三 節 研究限制與後續研究建議．．．．．．．． 39 參考文獻 ．．．．．．．．．．．．．．．．．．．．． 41 附 錄A 主管問卷．．．．．．．．．．．．．．．．． 51 附錄B 員工問卷．．．．．．．．．．．．．．．．． 53 附錄C 顧客問卷．．．．．．．．．．．．．．．．． 56 表目錄 表 4-1 受測者之樣本特性．．．．．．．．．．．．
．． 22 表 4-2 各變項驗證性因素分析．．．．．．．．．．．． 27 表 4-3 本研究變項量測模式比較分析表．．．．．．
．． 29 表 4-4 研究變項之相關分析表．．．．．．．．．．．． 30 表 4-5 個人層次組織支持、情感性承諾對角色外顧客 服務行為之迴歸分析．．．．．．．．．．．．．．． 32 表 4-6 組織支持對角色外顧客服務行為之分析．．．．． 32 表 4-7 市場導向人力資源管理活動之直接與調節效果．． 34 圖目錄 圖 3-1 研究架構．．．．．．．．．．．．．．．．．．
12 圖 4-1 市場導向人力資源管理活調節組織支持與角色外顧客服務行為之間的交互作用圖．．．．．．．．． 35 參考文獻
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