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博碩士論文 etd-0607108-155356 詳細資訊
Title page for etd-0607108-155356
論文名稱
Title
人力資源系統對服務人員組織承諾與角色績效之影響-以金融業為例
The Effects of Human Resource Systems on Service Employees’ Organizational Commitment and Role Performance: The Cases of Financial Industries
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
92
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
2008-05-31
繳交日期
Date of Submission
2008-06-07
關鍵字
Keywords
人力資源系統、策略性人力資源管理、組織公民行為、組織承諾、角色內行為、高績效工作系統
organization commitment, high performance work system, Human resource system, strategic human resource management, in-role behavior, organizational citizenship behavior
統計
Statistics
本論文已被瀏覽 5688 次,被下載 2596
The thesis/dissertation has been browsed 5688 times, has been downloaded 2596 times.
中文摘要
本研究以金融業第一線服務人員為例,探討組織採取高績效工作系統對第一線服務人員之組織承諾、角色內行為與組織公民行為之影響,以作為服務業擬定人力資源策略之參考。本研究採問卷調查法,以金融從業人數較多之銀行、保險、證券三行業之第一線服務人員為範圍,共發放60家金融服務業計480份問卷,有效回收問卷計53家公司、401份。經統計分析、本研究結論如下:

除利潤分享實務對價值與努力承諾、留職承諾皆無顯著影響力外,其餘六項高績效工作系統實務與價值與努力承諾、留職承諾其中之一、或全部有顯著正面影響力。顯示除利潤分享外,其餘高績效工作系統實務對服務人員之組織承諾有顯著正面影響力。

工作描述實務對角色內行為有顯著之淨影響力;也就是,當組織對工作進行嚴格的定義,服務人員比較容易明確瞭解應該遵守的規範標準與作業流程,而在其自身的行為與提供服務時,亦有明確的標準可遵循,可協助其達成組織的規範與要求;這研究結果顯示高績效工作系統中的工作描述實務對服務人員的角色內行為有顯著正面影響力。

工作描述實務對服務人員的利他人公民行為有顯著之正影響力;明確的工作定義與標準作業流程可以協助服務人員順利進行其業務,達成組織要求,並可提升其工作滿意度,更可使其產生正面的工作態度,而主動幫助同事順利完成工作。此研究結果顯示高績效工作系統中的工作描述實務對服務人員的組織公民行為有顯著正面影響力。
Abstract
Take service employees of financial industries for example, the purpose of this study is to discuss the effects of human resource systems on service employees’ organizational commitment and role performance. Moreover, the result of this study will be the reference for service industries to make their human resource management policies.

The questionnaire survey was adopted for the study. The samples are the front-line service employees of financial industries of Taiwan. There were totally 480 questionnaires were released, and 401 of them are valid samples. Through statistics analysis, the main results of the study are:

1. Except profit sharing, other practices of high performance work system have positively influential effect on value and effort commitment, effort commitment or both of value and effort commitment and effort commitment. Moreover, except profit sharing, other practices of high performance work system have positively influential effect on commitment of service employees.

2. Job descriptions have positively influential effect on in-role behavior. Therefore, Job descriptions could make service employees easy to follow the code of conduct and operation processes. One of this research result is one practice of high performance work system has positively influential effect on in-role behavior.

3. Job descriptions have positively influential effect on OCBI-behaviors that immediately benefit specific individuals and indirectly through this means contribute to the organization. On the other hand, job descriptions could make service employees easy to achieve the requests of organization. Moreover, it could make service employees get positive attitude and free-will to help colleagues. One of this research result is one practice of high performance work system has positively influential effect on organizational citizenship behavior.

Based on the above conclusions, this study offers some suggestions as the references for the service industry.
目次 Table of Contents
目 錄
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 4
第三節 研究目的 5
第四節 研究範圍與流程 6
第二章 文獻探討 8
第一節 策略性人力資源管理 8
第二節 人力資源系統 12
第三節 組織承諾 20
第四節 角色績效 29
第三章 研究方法 39
第一節 研究架構與研究假設 39
第二節 研究變項的操作型定義與衡量 41
第三節 資料蒐集方法與樣本特性 49
第四節 資料分析方法 51
第四章 研究結果 52
第一節 高績效工作系統與組織承諾之關係與影響 52
第二節 高績效工作系統與角色內行為之關係與影響 56
第三節 高績效工作系統與組織公民行為之關係與影響 58
第五章 結論與建議 62
第一節 結論 62
第二節 管理上的意涵 65
第三節 研究限制與研究建議 66
參考文獻 67
附錄一 原始量表 77
附錄二 問卷內容 80

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