運動服務業員工的，工作心理彈性與組織公民行為：工作自主性的調節效果

Psychological flexibility at work enhances organizational citizenship behavior in the sports service industry: The moderating role of job autonomy

緒論：本研究旨在探討工作自主性在運動服務業員工工作心理彈性與組織公民行為的調節效果，研究基於接受承諾治療觀點，提出心理彈性可能做為觸發運動服務業員工展現組織公民行為的潛在前置因素。此外，研究者進一步立基於特質激活理論，探討工作自主性對工作心理彈性與組織公民行為的調節效果。方法：本研究於臺北市12座運動中心進行研究參與者招募，共招募192位運動服務業員工進行研究。研究參與者於時點一，完成工作心理彈性、工作自主性與組織公民行為問卷填答，並於時點二再次填答組織公民行為。本研究採描述性統計、皮爾森積差相關及階層迴歸分析進行各項假設檢定。結果：運動服務業員工心理彈性與時點一組織公民行為及時點二組織公民行為具顯著正向關係。此外，工作自主性會隨時間推移，顯著增進員工工作心理彈性與組織公民行為的關係。尤其，具工作心理彈性的員工，當感受到較高工作自主性，會隨著時間展現較高組織公民行為。結論：本研究提供了一個新的理論邊界條件-工作自主性，增進研究人員對於增進員工心理彈性的認識。具體而言，在運動服務業中，工作自主性會與員工的心理彈性產生交互作用，並進而影響員工組織公民行為。據此，運動服務業人力資源管理實務工作者，可透過工作心理彈性測量招募具工作心理彈性員工或藉由提高員工工作心理彈性來增進組織效益。再者，服務管理者亦可經由合宜的工作環境塑造，來激活員工展現更多的組織公民行為。

"Introduction: This study examined the moderating effect of job autonomy on the relationship between psychological flexibility at work and organizational citizenship behavior in the sports service industry. Drawing on acceptance and commitment therapy, we proposed a potential antecedent that might trigger frontline service employees’organizational citizenship behavior, namely, psychological flexibility at work. In addition, based on trait activation theory, we further investigated the moderating effect of job autonomy on the relationship between psychological flexibility at work and organizational citizenship behavior. Methods: We collected participants from 12 public sports centers in Taipei, Taiwan. A total of 192 workers provided complete data for this study. Frontline service employees completed questionnaires measuring psychological flexibility at work, job autonomy, and organizational citizenship behavior at Time 1 and organizational citizenship behavior at Time 2. Descriptive statistics, Pearson's product-deviation correlation analysis, and hierarchical regression analysis were used to test the hypotheses. Results: The results indicated that psychological flexibility at work was positively associated with Time 1 organizational citizenship behavior and Time 2 organizational citizenship behavior. We found a significant interaction indicating that job autonomy strengthened the relationship between psychological flexibility at work and organizational citizenship behavior over time. Specifically, when psychologically flexible frontline service employees perceive higher job autonomy at work, they tend to exhibit more organizational citizenship behavior over time. Conclusion: Job autonomy enhances our knowledge of when the effect of psychological flexibility at work is strengthened. More specifically, in the sports service industry, job autonomy interacts with frontline service employees' psychological flexibility, which influences their organizational citizenship behavior. Accordingly, a human resource manager in the sports service industry can try to recruit individuals with psychological flexibility at work through the psychological flexibility measurement or build individuals’psychological flexibility at work to benefit the organization by bringing higher effectiveness. Moreover, service managers could create suitable work environments to activate frontline service employees' tendencies to exhibit more organizational citizenship behavior."