知遇之恩，湧泉相報？社會支持的效應分析－－中介式調節模式探討

Do People Return A Drop of Water with A Spring when Appreciating for Encouragement? An Analysis of Social Support Effects–A Mediated Moderation Model

員工是企業的最大資產之一，員工心理層面（如工作投入）與行為（如組織公民行為）已成為企業的管理重心。因此組織裡的社會支持是否能促進員工的工作投入，進而提高組織公民行為乃成了重要議題。此外，服務業通常強調服務顧客，而其所營造出來的服務氣候，能否強化社會支持和其工作投入之間的關係，是本研究探討的重點所在。本研究以社會交換理論觀點。提出中介式調節模式來探討上述關係的產生，以解析第一線服務人員之「回報」效應，以及組織服務氣候下的系絡限制。特別深入分析「社會支持」之三維度，釐清隱含在整體構念下，何種社會支持類型之效益較顯著。本研究採用問卷調查法，針對服務業第一線員工，共發放272 份問卷，有效問卷共計239 份，可用率為87.86%。本研究發現，雖然社會支持對組織公民行為的影響並不顯著，且工作投入在社會支持與對組織利益之組織公民行為（OCBO）之間並不存在中介效果。然而組織內特定個體之組織公民行為（OCBI）受到情感性支持與訊息性支持的影響，但當有中介效果出現，情感性支持與訊息性支持並沒有影響到OCBI，而工作投入的「奉獻」對OCBI 產生顯著的正向影響。同時，「奉獻」在情感性支持、訊息性支持與OCBI 扮演完全中介角色。最後，「服務氣候」和「情感性支持」的交互作用使員工之兩種工作投入—「奉獻」及「專注」產生更大的效應。綜合研究結果，本研究建議主管應適時關懷員工，以維持員工的心理品質。給予員工多一點情感上關懷，員工會更投入工作，進而以組織公民行為回饋之。 Organization’s greatest asset is employees. Employees’ mental (e.g., job engagement)and behavior (e.g., organizational citizenship behavior, OCB) are the critical cores inbusiness management. To acknowledge whether social support can enhance employees’ jobengagement and then promote their OCBs or not has becoming an important issue. Inaddition, most service organizations put emphasis on customer service. Hence, the focus ofthe study is to investigate if organizational service climate can strengthen the relationshipbetween social support and job engagement among employees. Drawing on social exchangetheory, we propose a mediated moderation model to examine the “return effect” of frontlineemployees and the contextual boundary of organizational climate. Specifically, we explore the three dimensionalities of social support instead of whole construct to clarify andcompare their effectiveness. The study used questionnaire to collect data from front-lineemployees in service industry. A total of 209 questionnaires were distributed, and there were239 usable responses, yielding a response rate of 87.86%. Findings indicated that socialsupport has no significant impact on OCB and job engagement also has no significantmediating effect between social support and OCBO. However, emotional support andinformational support are positively related to OCBI, and they don’t have direct influenceon OCBI as job engagement plays the mediating role. Also, dedication of job engagementhas positive effect on OCBI. More importantly, dedication plays a full mediating rolebetween emotional support and OCBI, and informational support and OCBI, respectively.Last but not least, the interactive effect of service climate and emotional support isstatistically significant on dedication and absorption. This paper suggests that supervisorsshould put more care on interpersonal relation with employees to maintain theirpsychological health. Employees will be more engaged to their work and more likely tofeedback the organization with OCB.

Organization’s greatest asset is employees. Employees’ mental (e.g., job engagement)and behavior (e.g., organizational citizenship behavior, OCB) are the critical cores inbusiness management. To acknowledge whether social support can enhance employees’ jobengagement and then promote their OCBs or not has becoming an important issue. Inaddition, most service organizations put emphasis on customer service. Hence, the focus ofthe study is to investigate if organizational service climate can strengthen the relationshipbetween social support and job engagement among employees. Drawing on social exchangetheory, we propose a mediated moderation model to examine the “return effect” of frontlineemployees and the contextual boundary of organizational climate. Specifically, we explore the three dimensionalities of social support instead of whole construct to clarify andcompare their effectiveness. The study used questionnaire to collect data from front-lineemployees in service industry. A total of 209 questionnaires were distributed, and there were239 usable responses, yielding a response rate of 87.86%. Findings indicated that socialsupport has no significant impact on OCB and job engagement also has no significantmediating effect between social support and OCBO. However, emotional support andinformational support are positively related to OCBI, and they don’t have direct influenceon OCBI as job engagement plays the mediating role. Also, dedication of job engagementhas positive effect on OCBI. More importantly, dedication plays a full mediating rolebetween emotional support and OCBI, and informational support and OCBI, respectively.Last but not least, the interactive effect of service climate and emotional support isstatistically significant on dedication and absorption. This paper suggests that supervisorsshould put more care on interpersonal relation with employees to maintain theirpsychological health. Employees will be more engaged to their work and more likely tofeedback the organization with OCB.