The Influence of Perceived Organizational Support, Job Satisfaction on Job Involvement and Service-Oriented Organizational Citizenship Behaviors.

• Main Authors: Chen, Shu-Ling, 陳姝伶
• Other Authors: Chen, Ming-Shiun
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/37784382282982893413

碩士 === 國立臺北大學 === 企業管理學系 === 100 === In service industry, first-line staff is the most key point of directly facing customers in the organization and affecting customers’ feeling to the organization. The staff is the most important link between enterprise and customers, and is also the most important assets in the organization. If the company wants to keep talented people, first thing is to make the staff feel job satisfaction and perceive organizational support. Then they will bring higher job involvement and better service behaviors. The study researched first-line staff of certain communications and transportations company as an object of study. According to the theory domestic and foreign scholars proposed as development analysis construction, and it is proposed to confirm the hypotheses. We focus on whether organizational support to first-line staff will promote job satisfaction, and then affect job involvement and service-oriented organizational citizenship behaviors. A total of 748 questionnaires were valid sample. The following is the result of the study:(1)Perceived organizational support has a positive impact on job satisfaction; (2)Job satisfaction has a positive impact on job involvement;(3)Job satisfaction has a positive impact on service-oriented organizational citizenship behaviors;(4)Job satisfaction has a total intermediary effect between perceived organizational support and job involvement;(5)Job satisfaction has a partial intermediary effect between perceived organizational support and service-oriented organizational citizenship behaviors. According to the above-mentioned result, each construct was correlated. It shows that we can promote job satisfaction by making perceived organizational support to first-line staff of certain communications and transportations company. Through these, we can promote the staff to involve positive attitude to the job and to raise service-oriented organizational citizenship behaviors.