题名

近朱者不赤，近歿者必黑？－第一線服務人員的同儕效應及德行領導與個人自尊的調節效果

并列篇名

Does One Take the Behavior of One's Company?-The Peer Influence of Frontline Employees, and the Moderating Effects of Moral Leadership and Self-Esteem

DOI

10.6129/CJP.20150309

作者

高鳳霞(Feng-Hsia Kao)；鄭伯壎(Bor-Shiuan Cheng)；黃敏萍(Min-Ping Huang)

关键词

同儕影響 ； 服務導向組織公民行為 ； 服務破壞 ； 德行領導 ； 個人自尊 ； peer influence ； service-oriented organizational citizenship behavior ； service sabotage ； moral leadership ； self-esteem

期刊名称

中華心理學刊

卷期/出版年月

57卷2期（2015 / 06 / 01）

页次

155 - 176

内容语文

繁體中文
中文摘要

同儕行為及其效果在工作團體研究中相當受到重視，成員會觀察並學習同儕所展現的行為。過去研究大多聚焦於相同行為的學習效果，很少對不同行為的影響有細緻的討論，而無法窺見同儕行為對個人行為影響之全貌。有鑑於此，本研究以社會學習理論為基礎，考量行為的正面與負面性質，探討了同儕服務導向組織公民行為（正面行為）與服務破壞（負面行為），對第一線服務人員服務導向組織公民行為與服務破壞的影響，並察看德行領導與個人自尊在其間的干擾角色。研究對象包括40家飯店、539位的第一線服務人員，結果顯示，同儕服務導向組織公民行為與個人服務導向組織公民行為具有正向關係，同儕服務破壞與個人服務破壞具正向關係；同儕服務破壞與個人服務導向組織公民行為具有負向關係。此外，德行領導與個人自尊會調節同儕服務破壞對個人服務破壞的影響效果。除了少數假設不獲支持外，其餘假設都獲得了資料的支持。最後，針對研究結果進行討論，並指出本研究的理論與實務意涵，以及未來的研究方向。
英文摘要

The influence of peer behavior on individual behavior is an important topic in work group research. However, most previous research focused on examining that people learned the same behavior from peers, but rarely examined the generalized effects. In order to fill this theoretical gap, we based on social learning theory and considered positive and negative behavior at the same time, explored the influence of peers' service-oriented organizational citizenship behavior (positive behavior) and service sabotage (negative behavior) on individual service-oriented organizational citizenship behavior and service sabotage, and examined the moderating effects of moral leadership and self-esteem. 539 frontline employees in 40 hotels were enrolled in this study. The results showed that peer service-oriented organizational citizenship behavior was positively related to individual service-oriented organizational citizenship behavior. Peer service sabotage was positively related to individual service sabotage, but negatively related to service-oriented organizational citizenship behavior. In addition, moral leadership and self-esteem would moderate the relationship between peer service sabotage and individual service sabotage. Finally, we discussed the theoretical and practical implications of these findings.
主题分类 社會科學 > 心理學
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被引用次数
  1. 吳靜萍(2017)。惡質顧客行為與員工工作行為之影響—以社會交換理論之觀點。義守大學企業管理學系學位論文。2017。1-89。
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