台灣近年爆發數波食安風暴，亦發生高雄氣爆、復航空難等事故，顯現企業社會責任之重要性。另外台灣工時長，至今仍有許多企業是上班打卡制、下班責任制，工作壓力不小。因此本研究欲探討職員對企業實行社會責任之認知是否顯著影響組織承諾、相較於角色壓力是否更明顯？本研究聚焦於服務業職員，以台灣為主，因其普遍被認為是壓力較高的行業。另外企業社會責任也包含照顧員工，故假設服務業職員對企業的社會責任認知會顯著正向影響員工之組織承諾，角色壓力則會顯著負向影響。
　　本研究採用問卷調查法，以便利抽樣選取120間台灣服務業企業調查，亦以便利抽樣調查於服務業任職之朋友和批踢踢實業坊（電子布告欄）之網友，共計收得203份樣本，淘汰無效樣本後，有168份有效樣本。之後以統計套裝軟體SPSS 21.0進行因素、信度、描述性、相關、迴歸分析，得到以下結果：
1. 服務業職員對組織之道德、法律面向企業社會責任認知會顯著正向影響價值承諾（經濟、慈善面向則否）；僅道德面向會顯著正向影響留職承諾。
2. 服務業職員之角色模糊會顯著負向影響價值承諾（角色衝突則否）；角色衝突會顯著負向影響留職承諾（角色模糊則否）。
3. 男性服務業職員之組織承諾較女性職員高。

Several food safety crisis happened in Taiwan in these recent years. Kaohsiung gas explosion, TransAsia Airways plane crash(twice) and so on also occurred recently. It shows the importance of corporate social responsibility (CSR). Besides, Taiwanese’s average work hour is high so the work stress is also high. Therefore, this research aims to investigate whether employees’ perceived CSR and role stress is significantly influence organizational commitment.
This research focus on employees in Taiwanese service industry because this it is regarded as a high stress industry. The research use questionnaires conduct survey in several ways: randomly selecting 120 Taiwanese service companies, asking friends serving in service industry and posting survey articles in PTT (famous bulletin board system in Taiwan). 203 samples are collected in 2 months and 168 of them are effective. The analysis tool is SPSS 21.0 and the results are:
1. The perceived ethical and legal responsibilities of employees in service industry is significantly positively correlated to value commitment. Only perceived ethical responsibilities of employees in service industry is significantly positively correlated to retention commitment.
2. The role ambiguity of employees in service industry is significantly negatively correlated to value commitment. The role conflict of employees in service industry is significantly negatively correlated to retention commitment.
3. Male employees in service industry have higher organizational commitment than female.

論文審定書+i
致 謝+ii
摘 要+iii
Abstract+iv
圖 次+vii
表 次+viii
第 一 章 緒論+1
第一節　研究動機和背景+1
第二節　研究目的+3
第三節　研究流程+3
第 二 章 文獻探討+4
第一節 企業社會責任+4
第二節　組織承諾+9
第三節　角色壓力+15
第四節　服務業+17
第五節　相關研究+18
第三章 研究方法+20
第一節 研究架構+20
第二節 研究假設+21
第三節 研究變項之操作性定義與衡量工具+22
第四節 研究對象及資料蒐集+26
第五節 資料分析與統計方法+30
第四章 研究結果+31
第一節 研究樣本特性描述+31
第二節 探索性因素分析+32
第三節 信度分析+37
第四節 描述性統計量+38
第五節 相關分析+41
第六節 迴歸分析+42
第七節 研究假設驗證結果+45
第五章 研究結論與建議+47
第一節 研究結論與結果討論+47
第二節 管理意涵+48
第三節 研究限制與後續研究建議+49
參考文獻+51
附錄+57

一、中文文獻
丁虹（1987），「企業文化與組織承諾之關係研究」，國立政治大學企業管理研究所博士論文。未出版，台北市
天下雜誌(2014)，服務業總成績，天下雜誌，547，2014-05，196-212。
天下雜誌(2014)，金融業排名總表，天下雜誌，547，2014-05，240-241。
江玉珍(2003)。工作滿意度為角色衝突、角色模糊與留任意願關係的中介變項—以台北市長期照護機構病患服務員為例，國立台北護理學院醫護管理(系)研究所碩士班碩士論文，未出版，台北
李佩容（2009）。員工企業社會責任知覺對組織承諾與離職傾向影響之實證研究。國立台灣師範大學工業科技教育學系碩士論文，未出版，台北市
李菁芬、李雅婷、趙慕芬合譯，Robbins, S.P.著(2002)，組織行為學Ⅸ，台北，華泰文化。
周小仙（2014年8月22日）。企業濕身 助漸凍人。聯合報，AA2版
林珮萱(2014)，企業首重公司治理，民眾認為照顧員工最重要，遠見雜誌。335，2014-05-01。
社團法人中華民國企業永續發展協會（2015）。企業社會責任。2015年4月15日，取自http://www.bcsd.org.tw/domain_node/domainnode/23
高宜凡(2014)。以專業回應責任，用創意改善社會。遠見雜誌。335，2014-05-01。
陳筱明(2003)。臨床護理教師的角色、角色壓力、社會支持與組織承諾之研究。國立中山大學人力資源管理研究所碩士在職專班碩士論文，未出版，高雄市。
潘珏汝(2010)。探討員工企業社會責任之認知對組織公民行為之影響-以組織承諾為中介變項。國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣。
辜樹仁(2014)。解決世界問題的好生意。天下雜誌。553，2014/08
黃玉芳（2015年3月16日）。你被霸凌過嗎？67％員工碰過職場胖虎。聯合晚報，A7版
黃俊英(1986)。企業言｢利｣，未必｢有利｣！。會計研究月刊。第五期：1986-02。25-30。
經濟部中小企業處(2015)。臺灣地區中小企業就業人數。2015年4月10日，取自http://www.moeasmea.gov.tw/mp.asp?mp=1
熊毅晰(2014)。信心危機下　找尋企業的「天命」。天下雜誌。559，2014/10/29
鄭怡婷(2007)。人資顧客服務代表的角色壓力與工作滿意, 工作投入, 留任意願之關聯-以知覺人力資源部門主管支持為調節變項。國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣

二、英文文獻
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology, 63, 1–18.
Allen, N. J., Meyer, J. P., and Smith, C. A.(1991), “Commitment to Organizations and Occupations: Extension and Test of A Three-Component Conceptualization,” Journal of Applied Psychology,78, 538-551
Aupperle, K. E. (1984), An Empirical Measure of Corporate Social Orientation, in L. E. Preston (ed.), Research in Corporate Social Performance and Policy, Vol. 6 (JAI, Greenwich, CT), pp. 27–54.
Becker, H. S. (1960) Notes on the concept of commitment. American Joumai of Sociology, 66, 32-40.
Behrman, D.N., Perreault, W.D., 1984. A role stress model of the performance and satisfaction of industrial salespersons. Journal of Marketing, 48, 9–21.
Bowen, H. R.: 1953, Social Responsibilities of the Businessman (Harper & Row, New York).
Brymer, R.A., Perrewe´ , P.L., Johns, T.R., 1991. Managerial job stress in the hotel industry. International Journal of Hospitality Management 10 (1), 47–58.
Carroll, A. B. (1979), A Three Dimensional Conceptual Model of Corporate Social Performance, Academy of Management Review, 4(4), 497–505.
Carroll, A. B. (1991), The Pyramid of Corporate Social Responsibility: Toward the Moral Management of Organizational Stakeholders, Business Horizons 34(4), 39–48.
Carroll, A. B. (1999), Corporate Social Responsibility – Evolution of a Definitional Construct, Business & Society 38(3), 268–295.
Conley, S. & Woosley, S.A. (2000). Teacher role stress, higher order needs and work outcomes. Journal of Educational Administration, 38(2) : 179-201.
Daft, R. L. (2003), Management (Thomson South-Western, USA).
Davis, K. (1973), The Case for and Against Business Assumption of Social Responsibilities, Academy of Management Journal, 16(2), 312–322.
Fabrigar, L. R., Wegener, D. T., MacCallum, R. C., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research. Psychological Methods, 4(3), 272-299.
Faulkner, B., Patiar, A. (1997). Workplace induced stress among operational staff in the hotel industry. International Journal of Hospitality Management, 16 (1), 99–117.
Gill, A.S., Flaschner, A.B., Shachar, M. (2006). Mitigating stress and burnout by implementing transformational-leadership. International Journal of Contemporary
Global Reporting Initiative (2015). Retrieved January 25, 2015, from https://www.globalreporting.org/Pages/default.aspx
Herzberg, F. (1966). Work and the nature of man. New York: World Publishing, 77-91.
Hospitality Management 18 (6/7), 469–482.
House, R. J., & Rizzo, J. R. (1972). Role conflict and ambiguity as critical variables in a model of organizational behavior. Organizational behavior and human performance, 7(3), 467-505.
Jaramillo, F., Mulki, J.P. & Solomon, P. (2006). The role of ethical climate on salesperson＇s role stress, job attitudes, turnover intention, and job performance. Journal of Personal Selling and Sales Management, 26(3) : 271-282.
Kahn, Robert L., Donald M. Wolfe, Robert P. Quinn, J. Diedrick Snoek, and Robert A. Rosenthal (1964), Organizational Stress, New York: Wiley.
Maignan, I., & Ferrell, O. C. (2000). Measuring corporate citizenship in two countries: The case of the United States and France. Journal of Business Ethics, 23(3), 283-297.
McGuire, J. B., A. Sundgren and T. Schneeweis (1988), Corporate Social Responsibility and Firm Financial Performance, Academy of Management Journal, 31, 854–872.
McGuire, J. W. (1963), Business and Society (McGraw-Hill, New York).
Meyer, J. P., & Allen, N. J. (1984). Testing the “side-bet theory” of organizational commitment: Some methodological considerations. Journal of Applied Psychology, 69, 372–378.
Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1, 61–89.
Meyer, J. P., & Allen, N. J. (1997). Commitment in the workplace: Theory, research, and application. Thousand Oaks, CA: Sage.
Meyer, J. P., Stanley, D. J., Herscovitch, L., & Topolnytsky, L. (2002). Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of vocational behavior, 61(1), 20-52.
Miles, R.H., Perreault Jr., W.D. (1976). Organizational role conflict: its antecedents and consequences. Organizational Behavior and Human Performance 17, 19–44.
Mowday, R. T., Porter, L. M., & Steers, R. M. (1982) Employee- organization linkages: The psychology of commitment, absenteeism, and turnover. New York: Academic ':Press.
Mowday, R.T., Koberg, C.S. & McArthur, A.W. 1984. The psychology of the withdrawal process : a cross-validational test of Mobley＇s intermediate linkages model of turnover in two samples. Academy of Management Journal, 27(1) : 79-94.
O’Reilly, C. & Chatman, J. (1986). Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior. Journal of Applied Psychology, 71, 492–499.
Peterson, D. K. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business and society, 43(3), 296-320.
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974) Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59, 603-609.
Porter,L.W.,Steers,R.M.,Mowday,R.T.＆Boulian,P.V.（1974）,Organizational Commitment,Job Satisfaction and Turnover among Psychiatric Technicians, Journal of Applied Psychology ,Vol.59,No.5.,pp.603-609.
Reichers, A.E. (1985), A Review and Reconceptualization of Organizational Commitment, Academy of Management Review, 10, 465-76.
Rizzo, J.R., House, R.J., & Lirtzman, S.I. (1970). Role conflict and ambiguity in complex organizations. Administrative Science Quarterly, 15 : 150-163.
Rizzo, John R., Robert J. House, and Sidney L. Lirtzman (1970), Role Conflict and Ambiguity in Complex Organizations, Administrative Science Quarterly, 15, 2 (June), 150–162.
Robbins, S. P., & Coulter, M. (2001). Management . (7nd ed.). New Jersey: Prentice Hall Inc.
Ross, L.E., Boles, J.S. (1994). Exploring the influence of workplace relationships on work-related attitudes and behaviors in the hospitality work environment. International Journal of Hospitality Management, 13 (2), 155–171.
Rotter, J. B. (1966). Generalized expectancies for internal versus external control of reinforcement. Psychological Monograprhs, 33(1), 300-303.
Salancik, G. R. (1977) Commitment and the control of organizational behavior and belief. In B. M. Staw & G. R. Salancik (Eds.), New directions in organizational behavior (pp. 1-54). Chicago: St. Clair.
Schneider, B., Bowen, D.E. (1992). Personnel/human resources management in the service sector. Research in Personnel and Human Resources Management 10, 1}30.
Sims, R. R.(2003), Ethics and Corporate Social Responsibility: Why Giants Fall (Praeger, USA).
Stamper, C.L. & Johlke M.C. (2003). The impact of perceived organizational support on the relationship between boundary spanner role stress and work outcomes. Journal of Management, 29(4) : 569-588.
Votaw, D. (1972). Genius Became Rare: A Comment on the Doctrine of Social Responsibility, California Management Review, 15(2), 25–31.
Waddock, S. A. and S. B. Graves (1997), The Corporate Social Performance – Financial Performance Link, Strategic Management Journal, 18(4), 303–319.
Wetzels, M., de Ruyter, K., Lemmink, J. (1999). Role stress in after-sales service management. Journal of Service Research, 2 (1), 50–67.
Wheeler, D. and M. Sillanpaa (1997), The Stakeholder Corporation: A Blueprint for Maximazing Stakeholder Value (Pitman, London).
Wheeler, D. and M. Sillanpaa (1998), Including the Stakeholders: The Business Case, Long Range Planning, 31(2), 201–210.
Wherther, W. B. and D. Chandler (2006), Responsibility: Stakeholders in a Global Environment (Sage, USA).