知覺組織支持、組織認同與服務導向組織公民行為之研究-以某國際觀光旅館為例

• Main Author: 鍾莉容
• Other Authors: 李俊賢
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/ysghp4

碩士 === 國立高雄師範大學 === 人力與知識管理研究所 === 97 === Abstract Built on a previously developed construct shown as follows, the influence of employees’ organizational citizenship behavior on the employees’ performance. Based on the organizational citizenship behavior to an organization, drawing the viewpoint from social exchange theory. there were scholars who started to argue that employees’ will form global beliefs concerning the extent to which the organization values their contributions and cares about their well-being, and called this concept perceived organizational support (POS). emphasizing on POS to the organization is no more the critical determinant of whether the employees will devote themselves to the organization. In contrast to perceived organizational support emphasizes on employers’ commitment to the employees and has been proved to have strong relations to many of employees’ work attitudes and behaviors. The study takes international hotel industry employees as sampling main body proceeding questionnaire survey. There are three main issues studying the study. First, the influence of employees’ perceived organizational support on organizational identification. Second, the impact of employees’ organizational identification on service-oriented organizational citizenship behavior. Third, employees’ organizational identification have intermediary effect on the service-oriented organizational citizenship behavior. The study had send out 220 questionnaires to employees. There are 209 responses but 54 of them are invalid. The percentage of valid respondents is 75%. Based on the regression analysis, we concluded the findings as following. First, the employees’ perceived organizational support have positive effect on the employees’ organizational identification. Second, employees’ organizational identification would be positively affected by service-oriented organizational citizenship behavior. Third, employees’ organizational identification has partly intermediary effect on the service-oriented organizational citizenship behavior- loyalty. employees’ organizational identification has completely intermediary effect on the service-oriented organizational citizenship behavior- service delivery. Employees’ organizational identification has partly intermediary effect on the service-oriented organizational citizenship behavior- participation.