員工工作身份有何不同？運動服務業第一線員工知覺組織支持、服務導向及服務導向組織公民行為關係之研究

Does work status matter? A study of the relationships between customercontact employees’perceived organizational support, service orientation and service oriented organizational citizenship behavior in the sports services context

緒論：第一線員工服務導向組織公民行為有助於運動服務業者提升服務品質、顧客滿意度以及競爭優勢，因此運動中心經營業者應瞭解如何透過關心員工福祉與積極管理作為，建立服務導向工作團隊。本研究依循社會交換理論及配適理論，以運動中心不同工作身份員工為研究對象，探討第一線員工知覺組織支持、服務導向及服務導向組織公民行為間的關聯，驗證員工服務導向在員工知覺組織支持及服務導向組織公民行為間的中介效果，並分析員工工作身份在員工知覺組織支持及服務導向組織公民行為間間的調節效果。方法：以18個運動中心為研究範圍，研究工具為自陳式問卷，運用結構方程模式分析，採橫斷面兩個研究取向。研究一驗證量表因素結構及信效度檢驗，以224位運動中心第一線專兼任員工為研究對象；研究二進行模式驗證，以366位運動中心第一線專兼任員工為研究對象。結果：員工知覺組織支持、服務導向、服務導向組織公民行為量表，具有良好的信度與建構效度。假設模式驗證結果顯示，知覺組織支持對於員工服務導向及服務導向組織公民行為皆有顯著正向關聯存在，服務導向部份中介服務導向及服務導向組織公民行為間關係，且員工工作身份調節組織支持與服務導向組織公民行為間關係的假設獲得支持。結論：本研究建議運動中心應重視不同工作身份第一線員工對於組織的貢獻，締造良好的工作環境，激勵員工正向的態度與服務導向公民行為。

Introduction: Service-oriented organizational citizenship behavior by employees is beneficial for organizations in the sports services industry to improve their service quality and gain a competitive advantage. Thus, it is essential for sports centers to understand how to cultivate a service-oriented workforce by promoting employees' welfare and enhancing their management practices. Drawing on social exchange and fit theory, this research proposes a mediating and moderating model that presents an intriguing picture regarding whether employees' perceived organizational support and service orientation can lead to service-oriented organizational citizenship behavior. In particular, this study further investigates the moderating effect of work status on the relation between perceived organizational support and service-oriented organizational citizenship behavior. Methods: Utilizing structural equation modeling, two studies (Ns = 224 and 366) were conducted among full- and part-time customer-contact employees of 18 sports centers in Taipei City and New Taipei City, Taiwan. In the first study, the psychometric properties of the scales were assessed. In the second study, the research model and hypotheses were examined. Results: The results showed that the questionnaires had acceptable validity and reliability across the two studies and that employees' perceived organizational support was associated with service orientation. Employees' perceived organizational support was associated with service-oriented organizational citizenship behavior. Service orientation was associated with service-oriented organizational citizenship behavior and partially mediated the relation between perceived organizational support and service-oriented organizational citizenship behavior. Furthermore, the results indicate that the proposed moderating effects of work status between perceived organizational support and service-oriented organizational citizenship behavior is empirically supported by the data. Conclusion: These findings add to the knowledge of social exchange approaches through which sports centers should investigate whether the working environment provides employees with different employment statuses with sufficient support to motivate employees' service orientation and service-oriented organizational citizenship behavior.