本研究主要目的在探討便利商店員工知覺組織支持、領導者與部屬交換關係與服務導向組織公民行為之關係並以服務氣候為中介變項。樣本來源以國內四大連鎖超商之一為研究對象，總計發出720份問卷，回收612 份，有效問卷為582 份。將所收集的資料透過因素分析、信度分析及運用線性結構模式(LISREL)來驗證各研究構念的影響關係。研究分析結果如下：
1.知覺組織支持、領導者與部屬交換關係對服務導向組織公民行為有顯著正向影響2.服務氣候對員工的服務導向組織公民行為有顯著正向影響3.知覺組織支持會透過服務氣候的中介作用對服務導向組織公民行為有顯著正向影響4.領導者與部屬交換關係不會透過服務氣候的中介作用對服務導向組織公民行為有顯著影響

The purpose of this study aimed at investigating the relations among Perceived Organizational Support (POS), Leader-Member Exchange (LMX), Service-Oriented Organizational Citizenship Behavior (OCBs) and Service Climate in Taiwan’s convenience stores. The samples of this research are from one of main four convenience stores in Taiwan. Questionnaires were sent to 720 people for survey and a total of 612 responses were received. After checking for completeness, 582 responses were valid date. The data was analyzed by factor analysis, reliability analysis, and measured by LISREL model to examine the relationship among the constructs. The major result of this study is as following:
1. Perceived organizational support and leader-member exchange has positive effect on service-oriented organizational citizenship behaviors.
2. Service climate has positive effect on service-oriented organizational citizenship behaviors.
3. Perceived organizational support and service climate moderate positively service-oriented organizational citizenship behaviors.
4. Leader-member exchange and service climate don’t moderate positively on service-oriented organizational citizenship behaviors.

論文審定書………………………………………………………………… ii
謝誌 ………………………………………………………………………… iii
摘要 ………………………………………………………………………… iv
Abstract ……………………………………………………………………… v
目錄 …………………………………………………………………………. vi
表目錄 ……………………………………………………………………….vii
圖目錄 ……………………………………………………………………… ix
第一章 緒論………………………………………………………………… 1
第一節研究背景與動機……………………………………………………… 1
第二節研究目的……………………………………………………………… 4
第三節研究流程……………………………………………………………… 5
第二章 文獻探討…………………………………………………………… 6
第一節知覺組織支持………………………………………………………… 6
第二節領導者與部屬的交換關係…………………………………………… 13
第三節服務氣候……………………………………………………………… 19
第四節服務導向組織公民行為……………………………………………… 23
第五節各變項間關係之探討………………………………………………… 31
第三章 研究方法…………………………………………………………… 37
第一節研究架構……………………………………………………………… 37
第二節研究假設……………………………………………………………… 38
第三節研究變項操作性定義與衡量工具…………………………………… 39
第四節抽樣方法與樣本分析………………………………………………… 47
第五節資料處理與分析方法………………………………………………… 51
第六節各量表之因素分析與信、效度分析………………………………… 54
第四章 研究結果分析……………………………………………………… 65
第一節研究構面基本特性資料分析………………………………………… 65
第二節各構面之間的相關性分析…………………………………………… 70
第三節人口統計變項在各構面間之差異分析……………………………… 73
第四節整體模式分析………………………………………………………… 82
第五章 結論與建議………………………………………………………… 90
第一節研究結論……………………………………………………………… 90
第二節管理意涵與實務建議………………………………………………… 93
第三節研究限制與建議……………………………………………………… 95
參考文獻 …………………………………………………………………… 97
附錄：研究問卷 …………………………………………………………… 107

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二、英文部分

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