The Effects of Social Support on Contact Employees’ Service Effort and Turnover Intention: The Mediating Role of Affective Commitment

• Main Authors: Hsu-Heng Hsieh, 謝旭恒
• Other Authors: Mei-Ling Wang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/52892663916397467632

碩士 === 真理大學 === 管理科學研究所 === 96 === This study examines the effects of social support on turnover intention and service effort by structural equation modeling (SEM). This research presents a conceptual framework for incorporating affective commitment as the mediating variables between social support, intention turnover and service effort. This study investigated 36 branches of Taiwan’s service industry. The samples of this study include 198 Front-Line employees from the 36 branches. The results show that: (1) Organizational support and supervisor support does have a negative and direct impact on turnover intention. (2) Organizational support does have a negative and indirect impact on turnover intention through affective commitment. (3) Co-worker support has a negative and indirect impact on turnover intention through affective commitment. (4) Co-worker support has a positive and direct impact on service effort. (5) Organizational support and co-worker support does have a positive and indirect impact on service effort through affective commitment or turnover intention.