研究生: |
洪奕婷 Hung, Yi-Ting |
---|---|
論文名稱: |
某零售服務業知覺組織支持對服務導向組織公民行為之影響-以正向心理資本為中介變項 A Study of Perceived Organizational Support and Service-Oriented Organizational Citizenship Behaviors: The Mediating Effect of Positive Psychological Capital |
指導教授: |
蕭顯勝
Hsiao, Hsien-Sheng 康雅菁 Kang, Ya-Chin |
口試委員: |
施貞仰
Shi, Zhen-Yang 丁玉成 Ting, Yu-Chen 蕭顯勝 Hsiao, Hsien-Sheng 康雅菁 Kang, Ya-Chin |
口試日期: | 2023/07/11 |
學位類別: |
碩士 Master |
系所名稱: |
科技應用與人力資源發展學系人力資源發展碩士在職專班 Department of Technology Application and Human Resource Development_Continuing Education Master's Program of Human Resource Development |
論文出版年: | 2023 |
畢業學年度: | 111 |
語文別: | 中文 |
論文頁數: | 91 |
中文關鍵詞: | 知覺組織支持 、正向心理資本 、服務導向組織公民行為 |
英文關鍵詞: | perceived organizational support, positive psychological capital, service-oriented organizational citizenship behaviors |
研究方法: | 調查研究 |
DOI URL: | http://doi.org/10.6345/NTNU202301358 |
論文種類: | 學術論文 |
相關次數: | 點閱:102 下載:0 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
Joseph F. Hair, Jr., G. Tomas M. Hult, Christian Ringle & Marko Sarstedt(2016)。結構方程模式:偏最小平方法PLS-SEM〔湯家偉譯〕。高等教育出版。
王翊安、官昕蕾、張佳恩(2016)。探討知覺組織支持與離職傾向、服務導向組織公民行為之關係-以正向心情與負向心情為中介效果。勞資關係論叢,18(2),49-65。
未來流通研究所(2022,11月22日)。【產業地圖圖解】2022台灣零售及電商產業地殼變動:實體復甦。https://www.mirai.com.tw/2022-taiwan-retail-ec-industry-structure-analysis/
行政院主計總處(2023年03月)。111年人力資源調查統計年報。https://ws.dgbas.gov.tw/001/Upload/463/relfile/11516/231112/c265bca6-9ba5-4ce2-925d-0c0f36511316.pdf
行政院經濟部統計處(無日期)。批發、零售及餐飲業營業額統計。https://dmz26.moea.gov.tw/GMWeb/investigate/InvestigateEA.aspx
何亭賢(2009),員工組織變革準備、正向心理資本、知覺組織支持與組織變革抗拒關係之研究〔未出版之碩士論文〕。國立中山大學人力資源管理研究所。
余明助、陳婉青、洪啟強(2014)。正向心理資本、工作敬業心、服務氣候與服務導向組織公民行為之研究-以電信產業門市人員為例。服務業管理評論,(11),25-42。
吳明隆(2011)。SPSS 統計應用學習實務:問卷分析與應用統計。易習圖書。
吳明隆、涂金堂(2006)。SPSS 與統計應用分析。五南。
吳蕙津(2013),知覺組織支持對服務導向組織公民行為之影響-以工作滿足、組織認同為中介變項〔未出版之碩士論文〕。國立臺灣師範大學科技應用與人力資源發展學系。
李美蘭(2021)。新冠肺炎下航空業員工之知覺組織支持、工作不安全感與工作壓力之關聯〔未出版之碩士論文〕。國立中央大學人力資源管理研究所。
李瑋琳(2016)。組織變革不確定感、組織變革壓力、知覺組織支持與組織公民行為關係之研究-以L銀行為例〔未出版之碩士論文〕。國立臺灣師範大學科技應用與人力資源發展學系。
汪美伶(2009)。組織支持與市場導向人力資源管理活動對服務導向組織公民行為的影響。東吳經濟商學學報,64,57-92。https://doi.org/10.29735/SJEB.200903.0003
汪美伶、鄭雯憶(2007)。組織支持與服務導向組織公民行為-服務氣候之干擾角色。人力資源管理學報,7(4),71-93。https://doi.org/10.6147/JHRM.2007.0704.04
林惠彥、陸洛、吳珮瑀、吳婉瑜(2012)。快樂的員工更有生產力嗎?組織支持與工作態度之雙重影響。中華心理學刊,54(4),451-469。https://doi.org/10.6129/CJP.20120220
金美珠(2017)。就業服務員主動性人格特質、心理資本、服務導向組織公民行為與工作投入之關聯性研究〔未出版之碩士論文〕。國立中正大學勞工關係學系。
洪啟強(2011)。正向心理資本、工作敬業心、服務氣候與服務導向組織公民行為之研究〔未出版之碩士論文〕。國立中山大學人力資源管理研究所。
徐偉閔(2018)。科技不確定性、科技壓力對員工組織承諾之影響-以知覺組織支持為調節變項〔未出版之碩士論文〕。國立中央大學人力資源管理研究所。
張淑華(2017)。職能對工作績效的影響-以正向心理資本為中介變項〔未出版之碩士論文〕。東吳大學企業管理學系。
張紹敏(2022年10月)。企業要留人 先打造一個成功的組織。Cheers快樂工作人特刊,30-32。
曹雅鈞(2017)。知覺組織支持與壓力之關係- 以正向心理資本、行為性自責、特質性自責為中介變項〔未出版之碩士論文〕。東吳大學商學院企業管理學系。
陳佳琳(2020)。知覺組織支持、工作投入和職場幸福感之研究〔未出版之碩士論文〕。國立臺北大學企業管理學系。
陳建丞(2008)。員工知覺的組織支持與工作績效間的中介模型研究。管理學報,25,309-331。https://doi.org/10.6504/JOM.2008.25.03.03
陶尊芷(2022,7月12日)。如何打造多元與包容的友善職場。經濟部工業局產業人才發展資訊網。https://www.italent.org.tw/ePaperD/37/ePaper20220700002
勞動部勞動及職業安全衛生研究所(2017,8月25日)。友善職場Go!Go!Go! https://www.ilosh.gov.tw/90734/90769/90771/91396/post
彭台光、高月慈、林鉦棽(2006)。管理研究中的共同方法變異:問題本質、影響、測試和補救。管理學報,23(1),77-98。https://doi.org/10.6504/JOM.2006.23.01.05
童惠玲、曾妤珮(2011)。知覺組織支持與服務導向組織公民行爲:高績效人力資源實務跨層次之調節效果。台灣勞動評論,3(1),117-146。https://doi.org/10.29744/TLR.201106.0004
楊幼敏(2016)。授權賦能、正向心理資本及組織公民行為關係之研究-以金融監督管理委員會暨所屬機關為例〔未出版之碩士論文〕。國立臺灣師範大學科技應用與人力資源發展學系。
劉念琪、王志袁、劉雯中(2010)。工作與家庭措施之使用度、知覺組織支持與員工工作態度關聯性之探討。組織與管理,3(1),41-66。https://doi.org/10.6792/OM.201002.0041
劉國慶((2015)。組織服務氣候、心理資本與服務導向組織公民行為之研究-以臺北市區公所第一線服務人員為例〔未出版之碩士論文〕。淡江大學公共行政學系公共政策碩士在職專班。
蔡幸儒(2020,6月1日)。便利商店未來式!下個消費世代,它會端出什麼讓你買帳?食力foodNEXT。https://www.foodnext.net/issue/paper/5616460161
蔡幸儒(2022,7月17日)。隨台灣經濟起飛、引領通路革新!便利商店開創零售新世代。食力foodNEXT。https://www.foodnext.net/news/newstrack/paper/5852688648
蔣玉珠(2015)。心理資本、知覺組織支持對服務導向組織公民行為影響之研究-以中華電信公司北區客服人員為例〔未出版之碩士論文〕。淡江大學公共行政學系公共政策碩士在職專班。
戴世軒(2018)。超商員工工作壓力、顧客無禮行為與情緒耗竭之相關研究─以知覺組織支持為調節變項〔未出版之碩士論文〕。國立中正大學勞工關係學系。
謝琬琪(2012)。轉型領導、正向心理資本、知覺組織支持對變革承諾之跨層次分析〔未出版之碩士論文〕。國立中央大學企業管理研究所。
Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizenship. Academy of Management Journal, 26, 587-595. http://dx.doi.org/10.2307/255908
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41. https://doi.org/10.1037/0021-9010.86.1.29
Blau, P. M. (1964). Exchange and power in social life. J Wiley & Sons. https://doi.org/10.4324/9780203792643
Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. In N. Schmitt & W. C. Borman (Eds.), Personnel Selection in Organization (pp. 71-98). Jossey-Bass.
Bowen, D. E., & Schneider, B. (1985). Boundary-spanning role employees and the service encounter: Some guidelines for management and research. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The Service Encounter (pp. 127-147). MA: Lexington Books.
Bowen, D. E., & Schneider, B. (1988). Service marketing and management: implications for organizational behavior. Research in Organizational Behavior, 10, 43-80.
Cran, D. J. (1994). Towards validation of the service orientation construct. The Service Industries Journal, 14, 34-44.
Dillman, D. A. (2000). Mail and Internet surveys. John Wiley.
Dimitriades, Z. S. (2007). The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: A survey. Employee Relations, 29(5), 469-491. https://doi.org/10.1108/01425450710776290
Eisenberger, R., Fasolo, P., & Davis-LaMastro, V. (1990). Perceived organizational support and employee diligence, commitment, and innovation. Journal of Applied Psychology, 75, 51-59.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507. https://doi.org/10.1037/0021-9010.86.1.42
Erdogan, B., Kraimer, M. L., & Liden, R. C. (2004). Work value congruence and intrinsic career success: The compensatory roles of leader-member exchange and perceived organizational supports. Personnel Psychology, 57, 305-332.
Fisher, C. (2000). Mood and emotions while working: Missing pieces of job satisfaction. Journal of Organizational Behavior, 21(2), 185-202.
Hrebiniak, L.G. (1974). Effects of job level and participation on employee attitudes and perceptions of influence. Academy of Management Journal, 17(4), 649-662.
Katz, D. (1964). The motivational basis of organizational behavior. Behavioral Science, 9, 131-133.
Levinson, H. (1965) Reciprocation: The Relation between Man and Organization. Administrative Science Quarterly, 9, 400-415. http://doi.org/10.2307/2391032
Lewis, S. (2011). Positive Psychology at Work. John Wiley & Sons Ltd.
Luthans, F. (2002a). The need for and meaning of positive organizational behavior. Journal of Organizational Behavior, 23, 695-706. https://doi.org/10.1002/job.165
Luthans, F. (2002b). Positive organizational behavior: Developing and managing psychological strengths. Academy of Management Executive, 16(1) , 57-72.
Luthans, F. (2003). Positive organizational behavior (POB): Implications for leadership and HR development & motivation. In R.M. Steers, L. W. Porter, & G. A. Begley (eds.), Motivation and leadership at work: pp.187-195. New York: McGraw-Hill/Irwin.
Luthans, F., & Youssef, C. M. (2004). Human, social, and now positive psychological capital management : Investing in people for competitive advantage. Organizational Dynamics, 33(2), 143-160. https://doi.org/10.1016/j.orgdyn.2004.01.003
Luthans, F., Avey, J. B., & Patera, J. L. (2008). Experimental analysis of a web-based training intervention to develop positive psychological capital. Academy of Management Learning & Education, 7, 209-221. https://doi.org/10.5465/AMLE.2008.32712618
Luthans, F., Avey, J. B., Avolio, B. J., Norman, S. M., & Combs, G. M. (2006). Psychological capital development: Toward a micro-intervention. Journal of Organizational Behavior, 27, 387-393. https://doi.org/10.1002/job.373
Luthans, F., Avolio, B. J., Walumbwa, F. O., & Li, W. (2005). The psychological capital of Chinese workers: Exploring the relationship with performance. Management and Organization Reviw, 1, 247-269. https://doi.org/10.1111/j.1740-8784.2005.00011.x
Luthans, F., Avolio, B., Avey, J. B., & Norman, S. M. (2007). Psychological capital: Measurement and relationship with performance and job satisfaction. Personnel Psychology, 60, 541-572. https://doi.org/10.1111/j.1744-6570.2007.00083.x
Luthans, F., Luthans, K., & Luthans, B. (2004). Positive psychological capital: Going beyond human and social capital. Business Horizons, 47(1) , 45-50. https://doi.org/10.1016/j.bushor.2003.11.007
Luthans, F., Youssef, C. M., & Avolio, B. J. (2007). Psychological capital: Developing the human competitive edge. Oxford University Press.
Luthans, F., Avey, J. B., & Avolio, B. J. (2006). SM Norman, GM Combs Journal of organizational behavior, 27 (3), 387-393.
Moorman, R. H., Blakely, G. L., & Niehoff, B. P. (1998). Does perceived organizational support mediate the relationship between procedural justice and organizational citizenship behavior? Academy of Management Journal, 41(3), 351-457. https://doi.org/10.2307/256913
Morrison, E. W. (1996). Organizational citizenship behavior as a critical link between HRM practices & service quality. Human Resource Management, 35(4), 493-512. https://doi.org/10.1002/(SICI)1099-050X(199624)35:4<493::AID-HRM4>3.0.CO;2-R
Organ, D. W. (1988). Organizational Citizenship Behavior: The Good Soldier Syndrome. Lexington Books.
Özkalp, E. (2009). A New Dimension in Organizational Behavior: Positive Organizational Behavior Approach and Topics. In 17th National Management and Organization Congress Proceedings Book. 491-498.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, and Computer, 36, 717-731.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in simple and multiple mediator models. Behavior Research Methods, 40 ,879-891.
Podsakoff P. M., Ahearne M., & Mackenzie, S. B. (1997). Organizational citizenship behavior and the quantity and quality of work group performance. Journal of Applied Psychology, 82(2), 262-270. https://doi.org/10.1037/0021-9010.82.2.262
Rhoades, L. & R. Eisenberger, (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87, 698-714. http://dx.doi.org/10.1037//0021-9010.87.3.565
Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: The contribution of perceived organizational support. Journal of Applied Psychology, 86(5), 825-836. https://doi.org/10.1037//0021-9010.86.5.825
Robinson, S., & Morrison, E. (1995). Psychological contracts and OCB: The effects of unfulfilled obligations on civic virtue behavior. Journal of Organizational Behavior, 16, 289-298. https://doi.org/10.1002/job.4030160309
Seligman, M. E. P. (2002). Authentic happiness: Using the new positive psychology to realize your potential for lasting fulfillment. Free Press.
Shahnawaz, M. G., & Jafri, M. H. (2009). Job attitudes as predictor of employee turnover among stayers and leavers/hoppers. Journal of Management Research, 9(3), 159-166.
Shore, L. M., & Wayne, S. J. (1993). Commitment and employee behavior: Comparison of affective commitment and continuance commitment with perceived organizational support. Journal of Applied Psychology, 78(5), 774-780.
Snyder, C. R. (2000). Hypothesis: There is hope. In C. R. Snyder (Eds.), Handbook of hope: Theory, measures, and applications (pp. 3-21). Academic Press.
Stajkovic, A. D., & Luthans, F. (1998). Social cognitive theory and self-efficacy: Going beyond traditional motivational and behavioral approaches. Organizational Dynamics, 26(4), 62-74.
Van Dyne, L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: Construct refinement, measurement, and validation. Academy of Management Journal, 37, 765-802.
Wayne, S. J., Shore, L. M., Bommer, W. H. & Tetrick, L. E. (2002). The role of fair treatment and rewards in perceptions of organizational support and leader-member exchange. Journal of Applied Psychology, 87(3), 590-598.