隨著全球競爭的日益劇烈，當下企業不斷找尋能讓企業永續經營的競爭優勢，而優秀的人才正是其中的關鍵。企業要留住優秀人才的第一步就是在於職前訓練，因為在職前訓練中，新進員工開始去融入組織的文化以及對於工作狀況漸漸瞭解，這也是社會化很重要的一個部分。尤其在服務業當中的第一線服務員工，員工的表現直接影響了企業的績效，因而服務業第一線服務員工職前訓練的重要性不言而喻。而新進員工在接受職前訓練後，是否能夠確實提升其組織社會化程度？本研究之目的期望能對當前服務業職前訓練制度有所瞭解，並且探討不同的職前訓練制度是否在新進第一線服務員工適應企業狀況上造成差異；最後則分析服務業新進第一線服務員工適應企業的狀況對於其工作績效與離職傾向之影響。本研究針對服務業相關產業共發放至50家公司，各家公司發放一份問卷給人資部門，另附上10份員工問卷。一共回收34家公司的問卷，有效問卷為30份；員工問卷共回收254份，有效問卷為179份。分別以信度分析、描述性統計分析、單因子變異係數分析、獨立樣本t檢定、Pearson積差相關分析及複迴歸分析等方法進行分析。本研究之研究結果如下：
1.訓練時間長度比例最高為五天以下、講師來源比例最高者為內部講師、訓練方法比例最高者為O.J.T.，其中以師徒制最常被使用、訓練內容使用比例最高者為組織政策相關資訊。
2.社會化程度現況上，各構面平均數皆大於中間值4，社會化程度最好的為人物構面；工作績效現況上，平均分數皆高於5，任務績效表現高於情境績效；離職意圖整體上低於中間值4，但個別差異相當大。
3.不同職前訓練制度在社會化程度、工作績效與離職意圖上皆有部分呈現顯著差異。
4.社會化程度各構面皆與任務績效及情境績效上呈現低-中度正相關；社會化程度各構面皆與離職意圖呈現低-中度負相關。
5.在社會化程度中，人物、組織目標與價值觀及工作掌握三構面對於任務績效皆有顯著正向影響；政治、組織目標與價值觀兩構面對於情境績效上有顯著正向影響；而僅組織目標與價值觀此構面對於離職意圖上有顯著負向影響。
6.新進員工過去打工經驗之時間長度及過去工作/打工相關度對職前訓練制度與社會化程度間部分具有干擾作用。

As more and more intense of the global competition, businesses now keep seeking for competitive advantages to sustain their operations, and a good staff is the key to it. The first step to keep these excellent people is the “orientation.” During the orientation, newcomers begin to involve in the organizational culture and understand more and more about the job. This is also an important part of socialization. Especially the front-line employees in service industry, their work influence the performance of business directly. Therefore, the importance of the orientation of front-line employees in service industry goes without saying. However, can it really elevate the degree of socialization after the orientation of newcomers? The purpose of this research expects to realize the orientation practices in current service industry, and discuss if different orientation programs make any differences on the adaptation of font-line newcomers. At the end we analyze the influence of newcomers’ adaptation to their performances and turnover intentions. This research investigated fifty service industry’s companies：one questionnaire for human resource department, and ten for the front-line newcomers. 34 copies of the 50 human resource departments’ questionnaires issued were returned, among which 30 copies are valid. 254 copies of the 500 front-line newcomers’ questionnaires issued were returned, among which 179 copies are valid. The data were analyzed by reliability analysis, descriptive statistics analysis, one-way ANOVA, Pearson correlation analysis and multiple regressions.
The result of this research are as follows:
1.Most companies’ orientation training lasted under five days, internal instructors were mostly used, most companies use O.J.T. As the orientation training method, “Mentoring” is the mostly used. “Organization policy” information is the mostly used orientation training content.
2.Overall, the average of all socialization dimensions are above middle value 4, among which the dimension of “people” is the highest. The averages of job performance dimensions are above 5, and task performance is higher than contextual performance. The average of turnover intention is under middle value 4, but individual differences are quite large。
3.Different orientation programs make obviously differences on the degree of socialization, job performances and turnover intention.
4.All dimensions of Socialization have positive correlations with task performance and contextual performance. And all dimensions of socialization have negative correlations with turnover intention.
5.In the degree of socialization, “people”, “organizational goals and values” and “performance proficiency” all have obvious positive impacts on task performance. “Politics” and “organizational goals and values” have obvious positive impacts on
contextual performance. Only “organizational goals and values” has obvious negative influence on turnover intention.
6.Newcomers’ past part-time job experiences (and time they’ve spent), and the correlations of past job/part-time job have moderate effects on some parts among orientation and the degree of socialization.

第一章 緒論
第一節 研究背景與研究動機
第二節 研究目的
第三節 研究流程

第二章 文獻探討
第一節 職前訓練制度
第二節 社會化
第三節 職前訓練制度及社會化之關係─訓練遷移
第四節 離職意圖、工作績效與社會化結果、職前訓練制度之關係

第三章 研究方法
第一節 研究架構
第二節 研究假設
第三節 研究變項定義與衡量
第四節 研究對象與樣本特性描述
第五節 資料分析方法
第六節 研究限制

第四章 結果分析與討論
第一節 各研究變項之描述性統計分析
第二節 職前訓練制度與各研究變項之關係
第三節 研究變項間相關性分析
第四節 各研究變項之影響性分析
第五節 新進員工過去工作經驗之干擾效果分析與探討

第五章 結論與建議
第一節 研究結論
第二節 研究建議

參考文獻
附錄一 人力資源部門問卷
附錄二 新進第一線服務員工問卷

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