题名

社會支持對角色外顧客服務行為之影響

并列篇名

The Influences of Social Support on Extra-role Customer Service Behavior

DOI

10.30104/CYMR.200912.0002

作者

汪美伶(Mei-Ling Wang)

关键词

社會支持 ； 角色外顧客服務行爲 ； 情感性組織承諾 ； Social Support ； Extra-Role Customer Service Behavior ； Affective Commitment

期刊名称

中原企管評論

卷期/出版年月

7卷2期（2009 / 12 / 01）

页次

29 - 58

内容语文

繁體中文
中文摘要

本研究藉由社會交換理論與角色界定的概念，探討各項社會支持對角色外顧客服務行爲的直接影響，並討論情感性組織承諾是否在社會支持與角色外顧客服務行爲之間，扮演中介角色。本研究採取第一線服務人員與主管配對式問卷收集資料，針對國內最大連鎖量販店的14家分店發出280份問卷，有效回收樣本198份，並採用結構方程模式進行分析。結果發現，組織支持與同事支持均會透過情感性組織承諾的中介作用，間接影響員工的角色外顧客服務行爲，而同事支持也會對角色外顧客服務行爲產生直接影響。針對上述結果，本研究提出管理意涵與後續研究建議。
英文摘要

Deriving from social exchange theory and the concept of role definition, this study developed and tested a model of how contact employee perceptions of social support influence affective commitment, which contributes to their extra-role customer service behaviors. Dyad-data was collected from 198 contact employees and supervisors of 20 branches in Taiwan's largest hypermarket group and analyzed using structural equation modeling (SEM). The results reveal that organizational support and co-worker support have indirect effects on extra-role customer service behavior through affective commitment. In addition, co-worker support directly contributes to the exhibition of extra-role customer service behavior. Based on the findings, some managerial implications and suggestions for further research are proposed.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
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被引用次数
  1. 蕭炳輝(2016)。中華電信客網人員工作特性與服務品質認知關係-以心理契約、社會支持為調節變數。淡江大學企業管理學系碩士在職專班學位論文。2016。1-100。 
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