就業服務員主動性人格特質、心理資本、服務導向組織公民行為與工作投入之關聯性研究;A Study on the Relationships among Proactive Prsonality, Psychological Capital, Service-oriented Organization Citizenship Behavior and Job Involvement in Employment Service Person

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Title:	就業服務員主動性人格特質、心理資本、服務導向組織公民行為與工作投入之關聯性研究;A Study on the Relationships among Proactive Prsonality, Psychological Capital, Service-oriented Organization Citizenship Behavior and Job Involvement in Employment Service Person
Authors:	金美珠;CHIN, MEI-CHU
Contributors:	勞工關係學系碩士在職專班
Keywords:	服務導向組織公民行為;心理資本;主動性人格特質;工作投入;Service-oriented organizational citizenship behavior;Psychological capital;Proactive prsonality;Job involvement
Date:	2017
Issue Date:	2019-07-17 10:46:03 (UTC+8)
Publisher:	勞工關係學系碩士在職專班
Abstract:	摘要近年來，服務業的服務品質受到社會大眾很大的重視與期待，而從事服務業的人員也隨之受到較大的檢視與要求。就業服務也是一項服務的工作，因近幾年的高失業率讓政府更重視就業服務這項重要的業務，希望就業服務人員能夠為有求職、求才需求者提供更完善的服務。本研究以主動性人格特質為自變項，服務導向組織公民行為及工作投入為依變項，並以心理資本為中介變項，探討它們之間的關係，及驗證心理資本在主動性人格特質及服務導向組織公民行為與工作投入間之中介效果。本研究以台中以南公立就業服務中心第一線就業服務人員為研究對象，為避免出現共同法法變異問題，本研究問卷發放採用二階段方式進行，且二階段的填答者須為同一位就業服務員，第一階段問卷共計發放356份，回收有效問卷295份，有效問卷回收率為82.86%；第二階段再以第一階段之295份問卷發放，回收有效問卷為214份，有效問卷回收率為72.54%。樣本資料經統計運算後，以描述性統計、信度分析、驗證性因素分析、相關分析、多元線性迴歸分析等統計方法進行假設驗證，驗證結果如下：（一）主動性人格特質對服務導向組織公民行為具顯著正向影響。（二）主動性人格特質對工作投入具顯著的正向影響。（三）心理資本對服務導向組織公民行為具顯著的正向影響。（四）心理資本對工作投入具顯著正向影響。（五）主動性人格特質對心理資本具顯著的正向影響。（六）心理資本在主動性人格特質與服務導向組織公民行為間具有完全中介效果。（七）心理資本在主動性人格特質與工作投入間具有完全中介效果。依據研究結果，提出具體研究結論與建議供實務界與後續研究之參考。 Abstract Recentlly, the service quality of the service industry has been greatly valued and expected by the community, and the personnel worked in the service industry have also been subject to greater inspection and requirements. Employment services are also a service work, because the high unemployment rate in recent years so that the government attaches great importance to employment services, this important business, hope that the employment service staff for job seekers, who demand to provide better services. This study takes the proactive prsonality as the independent variable, the job involvement and the service-oriented organization citizenship behavior as the dependent variable, and uses the psychological capital as the mediating variable to discuss their relationships and verify whether the psychological capital is the proactive personality and service- oriented organizational citizenship behavior and job involvement. This study takes the first-line employment service person of the Central Public Employment Service Center in the southern Taiwan as the objects in the study. In order to reduce common method variance, the questionnaire was distributed in two phases. The first phase questionnaires were issued with 356 valid cases, 295 valid questionnaires and 82.86% effective questionnaires. The second stage and then the first phase of the 295 questionnaires issued, the recovery of valid questionnaires for the 214, the effective questionnaire recovery rate of 72.54%. After the statistical data of the sample data, the statistical methods such as descriptive statistics, reliability of analysis, confirmatory factor analysis, analysis of correlation and multiple regression analysis were used to verify the results. The results are as follows: (1) Proactive prsonality has a significantly positive impact on service- oriented organizational citizenship behavior.(2) Proactive prsonality has a significantly positive impact on job involvement.(3) Psychological capital has a significantly positive impact on service- oriented organizational citizenship behavior.(4) Psychological capital has a significantly positive impact on job involvement.(5) Proactive prsonality have a significantly positive impact on psychological capital.(6) Psychological capital has a fully mediating effect between proactive prsonality and service-oriented organizational citizenship behavior.(7) Psychological capital has a fully mediating effect between proactive prsonality and job involvement. Based on the research results, the concrete conclusions and suggestions will provide for practice and future study as references.
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