本研究之目的在於探討正向心理資本、工作敬業心、服務氣候以及服務導向組織公民行為之間的關係，以台灣五大電信業者：中華電信、台灣大哥大、遠傳電信、威寶電信以及亞太電信門市服務人員為研究對象，共發放634份問卷，有效問卷回收數為605份，根據所得資料透過因素分析、信度分析、描述統計、t檢定、單因子變異數分析、皮爾森積差相關分析等統計方法，並運用結構方程模式SEM（Structural Equation Modeling）來驗證研究變項之影響關係。主要研究結果發現如下：
1. 正向心理資本會正向影響工作敬業心、服務氣候以及服務導向組織公民行為
2. 工作敬業心會正向影響服務氣候與服務導向組織公民行為
3. 正向心理資本會透過工作敬業心以及服務氣候的中介效果正向影響服務導向組織公民行為
4. 工作敬業心會透過服務氣候的中介效果正向影響服務導向組織公民行為

The purpose of this study is to explore the relationship between positive psychological capital, job engagement, service climate and service-oriented organizational citizenship behavior.The research is analyzed with questionnaires collected from service persons in five different telecommunication companies in Taiwan.Total 634 questionnaires were administered and 605 effective respondents were acquired.The data was analyzed by factor analysis, reliability analysis, descriptive statistics, t-test, ANOVA, person product moment relationship analysis, and measured by SEM model to examine the relationship among the constructs.The major result of this study is as following:
1. Positive psychological capital has positive effect on the job engagement, service climate and service-oriented organizational citizenship behavior.
2. Job engagement has positive effect on the service climate and service-oriented organizational citizenship behavior.
3. Job engagement and service climate moderate positively the relationship between positive psychological capital and service-oriented organizational citizenship behavior.
4. Service climate moderate positively the relationship between job engagement and service-oriented organizational citizenship behavior.

論文審定書 ii
謝誌 iii
摘要 v
Abstract vi
目錄 vii
表目錄 viii
圖目錄 x
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 正向心理資本 5
第二節 工作敬業心 11
第三節 服務氣候 14
第四節 服務導向組織公民行為 19
第五節 各變項間關係之探討 24
第三章 研究方法 27
第一節 研究架構 27
第二節 研究假設 29
第三節 變項之操作性定義與衡量方法 30
第四節 抽樣方法與樣本分析 36
第五節 資料處理與分析方法 39
第六節 各量表之因素及信度、效度分析 42
第四章 研究結果與分析 51
第一節 各研究變項之描述性統計分析 51
第二節 各構面之間的相關性分析 56
第三節 人口統計變項在各構面間之差異分析 60
第四節 整體模式分析 68
第五章 結論與建議 79
第一節 研究結論 79
第二節 管理意涵與實務建議 82
第三節 研究限制與建議 85
參考文獻 87
一、 中文部分 87
二、 英文部分 88
附錄：問卷 95

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