組織公平、主管部屬關係品質、服務導向組織公民行為之結構模式研究

A Study of the Structural Modeling among Organizational Justice, Leader-Member Relationship Quality and Service-Oriented Organizational Citizenship Behaviors

服務人員對顧客所展現的行為，除了直接影響到顧客滿意度，並間接影響組織的績效與利益。本研究將以組織公平、主管－－部屬關係品質作為影響因子，驗證其對服務人員所展現之服務導向組織公民行為的結構關係。本研究以實證研究問卷進行，以南部服務業為焦點，研究對象包含金融保險業、餐飲業、銷售業等三大服務產業進行發放調查。回收之調查問卷資料，剔除無效問卷後共得235份有效問卷，將以AMOS統計軟體進行結構方程式之統計分析，驗證研究問題與假設。研究結果顯示：（1）組織公平對於服務導向組織公民行為具有顯著影響；（2）組織公平對於主管－－部屬關係品質具有顯著影響；（3）主管－－部屬關係品質對於服務導向組織公民行為具有顯著影響；（4）組織公平，經由主管－－部屬關係品質對於服務導向組織公民行為具有顯著間接影響，主管－－部屬關係品質具中介效果。最後，本研究提出研究建議與結論以供後續研究做為參考。

Customer Satisfaction is the primary objective of the service industry. Servers’s behavior for customers not only will directly affect customer satisfaction, but also indirectly affect the organization's performance and benefits. This research will aim to explore the influences Organizational justice, Leader-Member Relationship Quality have on supervisory Service-Oriented Organizational Citizenship Behaviors and investigate the Structural relationship among these factors. An empirical research survey was conducted on service industry in the southern Taiwan, Research objects included financial insurance industry, food and beverage industry, and sales industry. A total of 235 valid questionnaires were collected and analyzed. Research questions and hypotheses were tested on a structural equation modeling by the AMOS statistical software system. Also, statistical description analysis, factorial analysis, reliability and validity analyses are operated by the SPSS statistical software system. The research results showed: (1) Organizational Justice has a great impact on Service-Oriented Organizational Citizenship Behaviors; (2) Organizational Justice also has a great impact on Leader-Member Relationship Quality; (3) Leader-Member Relationship Quality has a great impact on Service-Oriented Organizational Citizenship Behaviors; (4) Leader-Member Relationship Quality has a mediating effect on the relationship between Organizational Justice and Service-Oriented Organizational Citizenship Behaviors. Finally, research conclusion and suggestions were given for the future research.