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博碩士論文 etd-0717105-000800 詳細資訊
Title page for etd-0717105-000800
論文名稱
Title
轉換型領導,組織承諾及心理授權對服務導向公民行為之影響-以醫療產業為例
The infludence of transformational leadership, organizational commitment and psychological empowerment to customer-oriented organizational citizenship behavior-Taking health care industry as example.
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
89
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2005-06-17
繳交日期
Date of Submission
2005-07-17
關鍵字
Keywords
組織承諾、服務導向公民行為、心理授權、轉換型領導
organizational commitment, customer-oriented organizational citizenship behavior, transformational leadership, psychological empowerment
統計
Statistics
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中文摘要
自全民健保開辦以來,各公立醫院面臨診療項目之給付限制,及預算的刪減,使得醫療體系有效運作的強化已成為重要議題,另外隨著國民生活水準的普遍提升,民眾就醫時對於醫院效率、醫療設備,以及醫護人員態度等重視程度亦日益提高。為了提升競爭力,不少醫療院所已將提昇服務品質視為醫療改革的重要目標之一。而由於第一線醫護人員在服務傳遞的過程中,與病患及家屬有直接的互動,對於一般大眾對於醫院的觀感有極為直接的影響,當其在服務的過程中表現積極主動的行為與態度,並願意從事如自動為醫院宣傳等有益於組織的行為,對於醫院形象及醫療品質的提昇皆有莫大的助益,故瞭解何為影響第一線醫療人員願意主動從事有益於醫院的行為,對管理當局而言是極為重要的議題。
故本研究針對台灣地區八家區域醫院以上之醫療機構進行問卷發放,探討第一線醫療服務人員對轉換型領導之知覺與其服務導向公民行為(參與、忠誠、服務傳遞)之關係,並以組織承諾(情感性承諾、持續性承諾、規範性承諾)為中介變項,心理授權(內化、工作能力、工作自主性)為干擾變項,探討上述兩變項是否會對轉換型領導與服務導向公民行為之關係造成影響。經分析後,研究結果如下:
(1).轉換型領導對服務導向公民行為中各構面均有顯著的正向影響。(2).組織承諾對服務導向公民行為具有影響。其中「情感性承諾」對轉換型領導與服務導向公民行為各構面間之關係具有部分的中介效果;「持續性承諾」對轉換型領導與忠誠的服務導向公民行為之關係具有部分的中介效果;而「規範性承諾」對轉換型領導與忠誠的服務導向公民行為之關係具有部分的中介效果。(3).轉換型領導對組織承諾各構面均有顯著的正向影響。(4).組織承諾對轉換型領導與服務導向公民行為之關係有部分中介效果(5).心理授權對轉換型領導與服務導向公民行為之關係有部分干擾效果。
根據研究結果,本研究提出幾項建議:(1) 強化轉換型領導以促進醫療人員對組織之認同;(2) 主管應強調提供卓越服務品質的願景(3) 給予醫療人員適當授權,並教育其提供卓越服務所需的知識與技能;(4)重視醫療人員服務表現之回饋系統。
Abstract
As the growing living standard, the public have higher and higher expectation to the health-care service. On the other hand, under the pressure of cost and budget limitation, the hospitals would like to enhance the competitively have to promote their service quality. Research has indicated that the nursing personnel’s working attitude and behavior has significant influence to the patient’s impression. For this reason, it is necessary to clarify what is the factor that would affect nursing personnel’s service behavior.

This research used the method of questionnaire survey, and collected the data from 8 hospitals. In this study, transformational leadership is used as the independent variables, organizational commitment is used as the mediate variable, psychological empowerment is used as the moderate variable, and customer-oriented organizational citizenship behavior is used as the dependent variable. The purpose of this research is mainly to find out the relationship among transformational leadership ,organizational commitment, and customer-oriented organizational citizenship behavior. Furthermore, using the psychological empowerment as the interfered variable, the study would investigate the effect the psychological empowerment to transformational leadership, organizational commitment, and customer-oriented organizational citizenship behavior. The important discoveries are stated separately as follows:

(1) Transformational leadership is positively significant to customer-oriented organizational citizenship behavior. (2) Organizational commitment has influences to customer-oriented organizational citizenship behavior. (3) Transformational leadership is positively significant to organizational commitment. (4) Organizational commitment is found to have a partial mediating effect between transformational leadership and customer-oriented organizational citizenship behavior. (5) Psychological empowerment is found to have a partial moderating effect between transformational leadership and customer-oriented organizational citizenship behavior.

According to the results of research, some suggestions are provided: (1) Reinforce the transformational leadership to promote the nursing personnel’s organizational commitment. (2) The supervisor should emphases on the vision of providing excellent service quality to encourage the nursing personnel’s customer-oriented organizational citizenship behavior. (3) Empower the nursing personnel and educate them knowledge and skills that are needed to delivery better service. (4) Value the feedback system for service performance.
目次 Table of Contents
目 錄
第一章 緒論
第一節 研究動機與背景……………………………………………1
第二節 研究目的……………………………………………………3

第二章 文獻探討
第一節 服務導向組織公民行為……………………………………4
第二節 轉換型領導…………………………………………………7
第三節 組織承諾……………………………………………………9
第四節 心理授權 …………………………………………………12
第五節 各變項間關係 ……………………………………………14

第三章 研究方法
第一節 研究架構與假設 …………………………………………19
第一節 變項操作性定義與衡量工具 ……………………………20
第二節 研究設計 …………………………………………………26
第三節 資料分析方法 ……………………………………………28

第四章 研究結果與討論
第一節 各變項之相關分析 ………………………………………31
第二節 變項間預測關係之檢驗 …………………………………36
第三節 組織承諾之中介效果分析 ………………………………42
第四節 心理授權之干擾效果分析 ………………………………48
第五節 研究結果討論 …………………………………………58

第五章 研究結論與建議
第一節 研究結論 …………………………………………………64
第二節 管理意涵 …………………………………………………67
第三節 研究限制 …………………………………………………69
第四節 未來研究方向之建議………………………………………70
參考文獻 ……………………………………………………………71
附錄一 研究問卷 …………………………………………………… 79
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