組織支持對教師顧客導向行為的影響——心理契約的中介角色

The Influence of Organizational Support on Teacher' s Customer-Oriented Behavior– Mediating Role of Psychological Contract

組織支持是影響員工工作態度及行為的重要因素，本研究將員工工作態度及行為聚焦在教師對家長的顧客導向行為，且提出心理契約為中介變項，以驗證心理契約在組織支持對教師顧客導向行為影響關係上的中介角色。本研究以高雄縣國民小學正職教師為母群體，並以立意抽樣方式回收有效問卷共362份，且以結構方程模式進行驗證性因素分析及潛在變項路徑分析。本研究結果顯示知覺組織支持對教師心理契約有顯著正向影響；心理契約對教師顧客導向行為也有顯著正向影響。再者，知覺組織支持會經由心理契約的中介而影響教師的顧客導向行為。

Organizational support is an important factor that influences employees' work attitude and behavior. In this study, the work attitude is focused on the customer-oriented behavior of teachers when they interact with student's parents. Besides, this study proposes 'psychological contract'as a mediator to verify its mediating role on the impact of organizational support on teacher's customer-oriented behavior.The study is based on the formal teachers in public elementary schools in Kaohsiung County and there are 362 valid questionnaires acquired through purposive sampling method. Structural Equation Modeling (SEM) is used to test confirmatory factor analysis and analyze the path of the potential variables. The results are that perceived organizational support has significantly positive influence on teacher's psychological contract, and psychological contract also has significantly positive influence on teacher's customer-oriented behavior. In addition, the study also finds that organizational support has influence on teacher's customer-oriented behavior through psychological contract.