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系統識別號 U0026-2508201619311700
論文名稱(中文) 行動電話產業的企業社會責任員工認知不一致性對績效的影響-以工作滿意度為中介變數
論文名稱(英文) How does Incongruence of Employee Perception of CSR Contribute to Employee Outcome in Mobile Telecom Industry:The Mediating Role of Job Satisfaction
校院名稱 成功大學
系所名稱(中) 電信管理研究所
系所名稱(英) Institute of Telecommunications and Management
學年度 104
學期 2
出版年 105
研究生(中文) 鍾承耘
研究生(英文) Cheng-Yun Chung
學號 R96031028
學位類別 碩士
語文別 英文
論文頁數 78頁
口試委員 指導教授-廖俊雄
口試委員-呂錦山
口試委員-鄭永祥
口試委員-楊清喬
口試委員-曾柏興
中文關鍵字 企業社會責任員工認知不一致性  組織公民行為  社會認同理論  社會交換理論  行動電信業者 
英文關鍵字 Incongruence of employee perception of corporate social responsibility (ICSR)  Organizational citizenship behavior  Social identity theory  Social exchange theory  Mobile telecommunications industry 
學科別分類
中文摘要 企業社會責任(CSR)已成為全球企業的一個重要課題,在面對高度的市場競爭中,行動電信業者努力把自身塑造為具有高度社會責任感的企業,而員工是企業相當重要的利害關係人與資產,在企業社會責任相關文獻中,員工的重要性也吸引相當多的注意,「CSR員工認知不一致性」會降低企業在執行社會責任策略的效果之精確性,進而負面影響到和企業績效息息相關的「組織公民行為」。 本研究的目的是探討行動電信業者的CSR員工認知不一致性如何影響組織公民行為,藉由「社會認同理論」和「社會交換理論」,本研究設定員工認知不一致性為組織公民行為的前因,並考量「工作滿意度」和「工作涉入程度」等兩個構面。資料收集是以自評問卷的方式進行,訪問對象為台灣行動電信業者的員工,最後回收的有效樣本數為288份,用以檢驗研究模式中構面的同意程度與因果關係。所收集到的資料先進行敘述性統計及驗證性因素分析之後,並藉由ANOVA分析受訪者的工作滿意度和工作涉入程度在其社會經濟特性之間是否存在著差異性,接著運用結構方程模式來檢視研究模式中因果關係假設是否成立;此外,工作滿意度在CSR員工認知不一致性與工作涉入程度之間以及CSR員工認知不一致性與員工組織公民行為之間的中介效果,也將在此研究中被檢驗。
研究結果顯示如下:CSR員工認知不一致性對工作滿意度、工作涉入程度,以及組織公民行為具有顯著的負向關係;工作滿意度對於工作涉入程度具有顯著的正向關係;工作涉入程度對於組織公民行為具有顯著的正向關係;然而,工作滿意度對於組織公民行為卻沒有顯著的關係。工作滿意度在CSR員工認知不一致性與工作涉入程度之間具有部分中介效果,而工作滿意度與工作涉入程度在CSR員工認知不一致性與組織公民行為之間有串聯部分中介效果。而在標準化路徑係數的比較顯示CSR員工認知不一致性對OCB具有最顯著的影響,其次是工作涉入程度和工作滿意度。此外,藉由ANOVA分析結果顯示工作滿意度與工作涉入程度會受到員工社會經濟特性的不同而有顯著的差異。最後,給予行動電信業者的管理意涵是如何降低CSR員工認知的不一致性,用以提升企業內部員工的組織公民行為。
英文摘要 Corporate social responsibility (CSR) has emerged as an important topic for corporations worldwide. Facing highly competitive markets, mobile telecommunications corporations strive to portray a picture of themselves as highly socially responsible. Employees are important stakeholders and assets of any corporation, so considerable attention has been paid to the importance of employees in the CSR literature. Incongruence of employee perception of CSR (ICSR) could reduce the accuracy of the impact of corporations’ CSR strategies; in turns, it can also negatively affect employees’ organizational citizenship behavior (OCB), which is closely connected with corporate performance. The aim of this study is to examine how the ICSR of mobile telecommunications corporations influences the level of employees’ OCB. Based on social identity theory and social exchange theory, this study models ICSR as an antecedent of OCB by considering the two constructs, job satisfaction and job engagement. The extent of and the causal relationships among the constructs in the research model are empirically examined with the data collected via a self-administered questionnaire survey from 288 mobile telecommunications employees in Taiwan. Descriptive statistics analysis and confirmatory factor analysis (CFA) are respectively conducted to provide a basic summary of the sample data and to examine the discrepancies among the hypotheses and the empirical data in order to test whether the proposed theoretical model fits the empirical data. ANOVA is used to examine whether the job satisfaction and job engagement levels of respondents vary with their demographic characteristics. Subsequently, structural equation modeling (SEM) is applied to test the causal model and determine the relationships among the constructs. In addition, the mediation role of job satisfaction on the relationship between ICSR and job engagement and between ICSR and OCB is investigated in this research.
The results of the study are summarized as follows: At a level of statistical significance, ICSR negatively influences job satisfaction, job engagement, and OCB; job satisfaction positively influences job engagement, and job engagement positively influences OCB. However, the relationship between job satisfaction and OCB is found to be insignificant. A comparison of the standardized path coefficients reveals that ICSR has the strongest impact on OCB, followed by job engagement and job satisfaction. It is found that job satisfaction partially mediates between ICSR and job engagement and that job satisfaction and job engagement serially partially mediate between ICSR and OCB. Further, the ANOVA results reveal that the job satisfaction and job engagement levels of the respondents vary significantly with their demographic characteristics. Finally, managerial suggestions are provided for mobile telecommunications corporations in terms of reducing incongruence of employee perception of CSR in order to possibly increase employee OCB.
論文目次 Table of Contents IV
List of Tables V
List of Figures VI
Introduction 1
1.1 Background and Motivation 1
1.2 Research Objectives 5
Theoretical Background 6
2.1 Social Identity Theory 6
2.2 Social Exchange Theory 7
Hypotheses Development 10
3.1 Incongruence of Employee Perception of CSR 10
3.2 Job Satisfaction 11
3.3 Job Engagement 12
3.4 Organizational Citizenship Behavior 15
3.5 Mediating Role of Job Satisfaction 17
Methodology 20
4.1 Research Model 20
4.2 Measurement Development 20
4.3 Data Collection and Sampling 26
4.4 Analysis Procedure 27
Empirical Results 32
5.1 Descriptive Statistics Analysis 32
5.1.1 Respondent Profile 32
5.1.2 Mean and standard deviation of the items 35
5.1.3 Analysis of Variance on Job Satisfaction and Job Engagement 38
5.2 Confirmatory Factor Analysis 41
5.3 Structural Equation Modeling 44
5.4 Mediation Analysis 49
Conclusion and Discussion 52
6.1 Summary of the Results 52
6.2 Managerial Implication 53
6.3 Limitations and Future Research 55
References 57
Appendix A: Items in Questionnaire 72
Appendix B: Questionnaire in Chinese 75
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