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系統識別號 U0026-3006201023242400
論文名稱(中文) 服務業員工面對組織變革不確定感、心理契約的違背與破壞對服務導向組織公民行為影響之研究—以員工犬儒主義為中介變項
論文名稱(英文) The Study of Impact on Service Oriented Organizational Citizenship Behavior of Service Industry When Its Employees’ Facing Organizational Change Uncertainty and Psychological Contract Breach and Violation: The Mediating of Employee’ Cynicism
校院名稱 成功大學
系所名稱(中) 高階管理碩士在職專班(EMBA)
系所名稱(英) Executive Master of Business Administration (EMBA)
學年度 98
學期 2
出版年 99
研究生(中文) 曾國楨
研究生(英文) Kuo-Chen Tseng
學號 r0797123
學位類別 碩士
語文別 中文
論文頁數 127頁
口試委員 指導教授-余明助
口試委員-蔡明田
口試委員-丁學勤
中文關鍵字 組織變革不確定感  心理契約  員工犬儒主義  服務導向組織公民行為 
英文關鍵字 Organizational Change Uncertainty  Psychological Contract  Employee Cynisism  Service Oriented Organizational Citizenship Behavior 
學科別分類
中文摘要 近年來由於經濟的快速變遷和國際競爭的日益激烈,因此,企業必須時常改變結構以適應競爭的環境和追求高獲利政政策。本研究探討服務業經組織變革後所產生的不確定感和心理契約的違背與破壞,內部員工犬儒主義態度展現,對服務導向組織公民行為的影響,同時依不同的個人屬性來探討員工在各構面之差異性。本研究以服務業員工為研究對象。透過驗證性因素分析、信度分析、效度分析及運用結構方程模式(SEM)來驗證各研究構念的影響關係。
研究結果發現,服務業員工面對組織變革不確定感會對員工犬儒主義產生正向影響,進而負向地影響其服務導向組織公民行為。其次是組織變革不確定感對於服務導向組織公民行為沒有直接顯著的影響。心理契約的違背與破壞也會對員工犬儒主義產生正向影響,進而負向地影響其服務導向組織公民行為。另外心理契約的違背與破壞對服務業員工之服務導向組織公民行為並無直接的影響效果。
最後,當組織進行變革時,需重視員工的心理狀態,加強宣導與溝通,且考慮員工背景因素的差異性,降低對變革的抗拒,維持員工的高度公民行為,使得變革能順利推動。
英文摘要 In recent years, with the rapid development of the economy, service industries have had to change their structures regularly in order to remain profitable in the face of international competition. The purpose of this study is to explore the impact of service oriented organizational citizenship behavior of service industries when its employees facing organizational change uncertainty and psychological contract breach and violation, employee cynicism influence reactions to change. Meanwhile, we consider the different performance according to the demographic characteristics. The data was analyzed by factor analysis, reliability analysis, validity analysis, and SEM to measure the relationship amongst the constructs.
We find that the employee cynicism is positively affected by the employee’s uncertainty facing organizational change, and furthered negatively influences the service oriented organizational citizenship behavior. The uncertainty deriving from organizational change has no direct impact on the service oriented organizational citizenship behavior. The psychological contract breach and violation has positive impact on the employee cynicism, and further negatively affects the service oriented organizational citizenship, and the psychological contract breach and violation has no direct effect on the service oriented organizational citizenship behavior.
Thus, in order to reduce employee’s resistance, maintain the highly staff citizenship behaviors, and push the organizational change smoothly, we have to take care of the employee’s mentality and strengthen the guidance and communication, considering the different staff background.
論文目次 摘要.......................................................... I
Abstract.........................................................II
目錄............................................................ III
表目錄...........................................................V
圖目錄..........................................................VII
第一章 緒論.......................................................1
第一節 研究背景與動機.......................................1
第二節 研究目的.............................................4
第三節 研究流程.............................................5
第二章 文獻探討.................................................. 6
第一節 組織變革不確定感.....................................6
第二節 心理契約的違背與破壞................................ 16
第三節 員工犬儒主義........................................ 28
第四節 服務導向組織公民行為................................ 36
第五節 各變項間關係推導.................................... 42
第三章 研究方法.................................................. 52
第一節 研究架構............................................ 52
第二節 研究假設............................................ 53
第三節 研究變項之操作性定義與衡量.......................... 54
第四節 研究對象與抽樣方式.................................. 62
第五節 資料分析方法........................................... 65
第四章 研究方法.................................................. 67
第一節 各構面信效度分析................................... 67
第二節 整體模式分析........................................... 80
第三節 不同員工特性在各構面間差異性分析................... 86
第四節 研究驗證結果..................................... 93
第五章 結論與建議........................................ 94
第一節 研究結論............................................ 94
第二節 研究建議............................................ 98
第三節 研究限制............................................100
參考文獻.........................................................102
附錄 研究問卷....................................................122

表 目 錄
表2-1 組織變革定義之彙整表....................................... 11
表2-2 心理契約定義之彙整表....................................... 21
表2-3 犬儒主義定義之彙整表.......................................32
表3-1 組織變革不確定感題項.......................................55
表3-2 心理契約的違背與破壞題項................................57
表3-3 員工犬儒主義題項...............................................59
表3-4 服務導向組織公民行為題項................................61
表3-5 服務組織變革彙整...........................................63
表3-6 樣本回收明細表.............................................63
表3-7 基本背景資料表.............................................64
表4-1 線性結構關係模型之建議標準.................................67
表4-2 組織變革不確定感之驗證性因素分析...........................68
表4-3 組織變革不確定感之整體適合度分析...........................69
表4-4 修正後組織變革不確定感之驗證性因素分析.....................70
表4-5 修正後組織變革不確定感之整體適合度分析.....................70
表4-6 心理契約之驗證性因素分析...............................................71
表4-7 心理契約之整體適合度分析...............................................71
表4-8 修正後心理契約之驗證性因素分析...............................................72
表4-9 修正後 心理契約之整體適合度分析...............................................72
表4-10員工犬儒主義之驗證性因素分析...............................................73
表4-11員工犬儒主義之整體適合度分析...............................................73
表4-12修正後員工犬儒主義之驗證性因素分析...........................74
表4-13修正後員工犬儒主義之整體適合度分析...........................74
表4-14服務導向組織公民行為之驗證性因素分析.......................75
表4-15服務導向組織公民行為之整體適合度分析.......................76
表4-16修正後服務導向組織公民行為之驗證性因素分析.................77
表4-17修正後服務導向組織公民行為之整體適合度分析.................77
表4-18各構面之區別效度分析結果.....................................79
表4-19模式中各潛在變數與觀測變數之表示....................82
表4-20基本配適度分析結果...................82
表4-21整體配適度分析結果...................83
表4-22內在配適度分析結果...................84
表4-23員工犬儒主義中介效果...................85
表4-24不同性別之員工在各構面之t檢定...................87
表4-25不同婚姻狀況之員工在各構面之差異性分析...................88
表4-26不同職務之員工在各構面之差異性分析....................................89
表4-27不同年齡之員工在各構面之差異性分析..................................90
表4-28不同服務年資員工在各構面之差異性分析................................91
表4-29不同教育程度之員工在各構面之差異性分析............................92
表4-30研究驗證結果彙整....................................................................93

圖 目 錄
圖1-1 研究流程............................................................5
圖2-1 心理契約違反模式..............................................26
圖2-2員工犬儒主義心理契約違反架構模式..................45
圖3-1本研究之研究架...................................................52
圖4-1本研究SEM因果模式...........................................81
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