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博碩士論文 etd-0123120-011719 詳細資訊
Title page for etd-0123120-011719
論文名稱
Title
業績導向制第一線服務人員工作壓力源對服務導向組織公民行為之影響研究-以角色寬度自我效能為中介變項與主動性人格特質為調節變項
A Study on Stressors to Service-oriented Organizational Citizenship Behavior of Performance-oriented First-line Service Staff: Role of Breadth Efficiency as a Mediator and Proactive Personality as a Moderator
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
130
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2020-02-27
繳交日期
Date of Submission
2020-02-23
關鍵字
Keywords
挑戰性工作壓力源、第一線服務人員、阻礙性工作壓力源、角色寬度自我效能、主動性人格特質、服務導向組織公民行為
first-line service staff, service-oriented organizational citizenship behavior, proactive personality, role breadth self-efficacy, challenge stressor, hindrance stressor
統計
Statistics
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中文摘要
業績制第一線服務人員為企業與顧客之間接觸的第一線媒介,對於企業方而言,此類服務人員扮演著擁護企業品牌形象之重要角色。然而在提供服務時,其在工作環境中會面臨到不同的工作壓力源,而工作壓力源的不同也會影響員工對於自己所從事職務的信心程度以及是否願意從事更寬廣的任務,進而影響其在提供服務給顧客的整個服務過程。
因此,本研究之目的在探討業績制第一線服務人員之:(1)角色寬度自我效能在工作壓力源與服務導向組織公民行為之間的中介效果;(2)主動性人格特質在工作壓力源與角色寬度自我效能之間的調節效果。
本研究以業績制第一線服務人員為對象,進行主管部屬問卷調查,共計發放300份問卷,並採取二階段問卷發放調查,有效總體回收問卷數為212份,有效總體回收率為70.6%,所得資料以驗證性因素分析(CFA)、信度分析、敘述性統計、相關分析、以及多元迴歸分析等統計方法進行資料分析,本研究獲得結論如下:
1-a.業績制第一線服務人員的「角色寬度自我效能」對「挑戰性工作壓力源」、與「服務導向組織公民行為」具有部分中介效果。
1-b.業績制第一線服務人員的「角色寬度自我效能」對「阻礙性工作壓力源」、與「服務導向組織公民行為」具有部分中介效果。
2.業績制第一線服務人員的「主動性人格特質」對於「阻礙性工作壓力源」和「角色寬度自我效能」具調節效果。
最後,依據研究結果,本研究提出結論與建議供後續研究參考。
Abstract
First line service staffs are the the first-line intermediary between the enterprise and customers. For entreprise, the first line service staff plays an important role in supporting corporate brand image. However, when the service staffs are providing services, they will face different work stressors in the work environment, and the difference of work stressors will also affect the degree of their confidence about what they are responsible for and the willness of conducting in broader tasks and even impact the whole service process they provide.
Therefore, the purpose of the study will discuss the mediating effect of role breadth self-efficacy between stressors and service-oriented organizational citizenship behavior and the moderator of proactive personality between stressors and role of breadth efficiency of performance-oriented first line service staffs.
The study takes performance-oriented first-line service staffs as a research object and makes the questionnaire of managers and employees. The amounts of questionnaires are 300. And there are 2 waves questionnaire survey in the study. The total number of valid collection questionnaires was 212, and the totally effective recovery rate was 70.6%. The study will use the following statistical methods about CFA, reliability and validity analysis, descriptive analysis, correlation analysis, and multi-regression analysis. The conclusions of the study are as follows:
1-a. The role breadth self-efficacy has a significantly mediating effect between challenge stressors and service-oriented organizational citizenship behavior.
1-b The role breadth self-efficacy has a significantly mediating effect between hindrance stressors and service-oriented organizational citizenship behavior.
2. The proactive personality has a significantly moderating effect between hindrance stressors and role breadth self-efficacy.
Based on the research results, the concrete conclusions and suggestions will provide for the further study as the references.
目次 Table of Contents
Thesis Validation Letter i
Acknowledgements ii
Abstract (Chinese) iii
Abstract (English) iv
Table of Contents v
List of Figures vi
List of Tables vii
1. Introduction 1
1.1 Research background and motivation 1
1.2 Rrsearch purpose 5
2. Literature Review 7
2.1 Stressors 7
2.2 Role breadth self-efficacy 18
2.3 Service-oriented organizational citizenship behavior 23
2.4 Proactive personality 33
2.5 The relationships among variables 42
3. Research Method 53
3.1 Research objects and data collection 53
3.2 The operational definition of research constructs and measuring tools 60
3.3 Mesurement model 69
3.4 Data analysis method 72
4. Results 75
4.1 Correlation analysis 75
4.2 Direct effect analysis 80
4.3 The analysis of mediating effect 83
4.4 The analysis of moderating effect 86
4.5 Research hypotheses test results 90
5. Conclusions and Implications 91
5.1 Conclusions 91
5.2 Research implications 95
5.3 Research limitations and suggestions for the future study 96
References 99
Appendix 113
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