流通業對國內生產毛額及就業機會的貢獻，一直在總體經濟發展中扮演重要角色。也因為流通業屬於勞力密集的產業，充分運用人力資源，成為此一產業發展競爭優勢的關鍵。因此，本研究根據人力資源相關理論，以流通業員工為研究對象，採用問卷調查方法，共發出700份問卷，回收有效問卷491份，檢視台灣流通業員工心理契約、信任與組織公民行為之關係。研究結果發現：
1.流通業員工之心理契約與信任之間存在顯著負向關係；
2.流通業員工之信任與組織公民行為之間存在顯著正向關係；
3.流通業員工之心理契約與組織公民行為之間存在顯著負向關係；
4.流通業員工之信任在心理契約與組織公民行為之間存在顯著的中介效果。

此外，本研究亦發現個人特性與組織特性分別與心理契約、信任、組織公民行為之間存有顯著的關係。根據此一研究結果可以建立心理契約、信任、組織公民行為之間的部份中介模式，有助於後續關於心理契約、信任或組織公民行為理論之發展，也可以提供台灣流通業在人力資源管理實務方面之有效建議。

The distribution industry has created high GDP and employment in this country and has become one of the key elements of Taiwan’s economy. In the labor-intensive distribution industry, human resource plays an important role. Fully utilized human resource can create powerful competitive force for an organization. Therefore, from the aspect of human resource management, this paper is intended to explore the relationship among psychological contract, trust, and organizational citizenship behavior of the employees of Taiwan distribution industry.
The subject of this study is the employees in the distribution industry. Questionnaire survey was used in this study. Seven hundred (700) questionnaires were sent out , in which 491 were effective. The findings are as follows：
Psychological contract has significant negative influence on trust.
1.Trust has significant positive influence on
organizational citizenship behavior.
2.Some of the psychological contracts have significant negative influence on organizational citizenship behavior.
3.Trust has significant intervening effect between psychological contract and organizational citizenship behavior.
Moreover, Some of the personal attributes or organizational characteristics have significant deviation on the psychological contract, trust, and organizational citizenship behavior. Based on the findings, intervening models can be formed among psychological contract, trust, and organizational citizenship behavior. This study will assist the further development of the theories about psychological contract, trust, and organizational citizenship. This paper is also to provide practical suggestions on the human resource management in the distribution industry.

中文摘要 .............................................. Ⅰ
英文摘要 .............................................. Ⅱ
致謝 .................................................. Ⅲ
目錄 .................................................. Ⅳ
表目錄 ................................................ Ⅴ
圖目錄 ................................................ Ⅵ
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 研究流程 ....................................... 9
第二章 文獻探討 ....................................... 10
第一節 組織公民行為 ................................... 10
第二節 信任 ........................................... 15
第三節 心理契約 ....................................... 23
第四節 心理契約、信任、組織公民行為之關係................30
第三章 研究方法 ....................................... 33
第一節 研究架構 ....................................... 33
第二節 研究假設 ....................................... 34
第三節 操作性定義與問卷之設計 ......................... 35
第四節 研究對象與抽樣方法 ............................. 37
第五節 資料分析方法 ................................... 37
第六節 研究限制 ....................................... 38
第四章 資料分析與討論 ................................. 39
第一節 基本分析 ....................................... 39
第二節 個人特性及所屬組織特性與各研究變項之關係 ....... 43
第三節 變項間的相關係數分析 ........ .................. 54
第四節 各研究變項間的關聯 ............................. 55
第五節 信任之中介效果分析 ............................. 58
第五章 結論與建議 ..................................... 66
第一節 結論 ........................................... 66
第二節 建議 ........................................... 70
參考文獻 .............................................. 72
中文部分 .............................................. 72
英文部分 .............................................. 74
附錄一 實測問卷 ....................................... 80
附錄二 結構方程模式分析 ................................ 83

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