組織支持對教師顧客導向行為的影響－心理契約的中介角色

The Influence of Organizational Support on Teacher's Customer-Oriented Behavior-Mediating Role of Psychological Contract Abstract

10.6713/BEEM.201201_(8).0004

張靜雲(Jing-Yun Chang)

組織支持 ； 心理契約 ； 顧客導向行為 ； organizational support ； customer-oriented behavior ； psychological contract

教育經營與管理研究集刊

8期（2012 / 01 / 01）

81 - 105

繁體中文

組織支持是影響員工工作態度及行為的重要因素，本研究將員工工作態度及行為聚焦在教師對家長的顧客導向行為，且提出心理契約為中介變項，以驗證心理契約在組織支持對教師顧客導向行為影響關係上的中介角色。本研究以高雄縣國民小學正職教師為母群體，並以立意抽樣方式回收有效問卷共362份，且以結構方程模式進行驗證性因素分析及潛在變項路徑分析。本研究結果顯示知覺組織支持對教師心理契約有顯著正向影響；心理契約對教師顧客導向行為也有顯著正向影響。再者，知覺組織支持會經由心理契約的中介而影響教師的顧客導向行為。

Organizational support is an important factor that influences employees' work attitude and behavior. In this study, the work attitude is focused on the customer-oriented behavior of teachers when they interact with student's parents. Besides, this study proposes ”psychological contract” as a mediator to verify its mediating role on the impact of organizational support on teacher's customer-oriented behavior.The study is based on the formal teachers in public elementary schools in Kaohsiung County and there are 362 valid questionnaires acquired through purposive sampling method. Structural Equation Modeling (SEM) is used to test confirmatory factor analysis and analyze the path of the potential variables. The results are that perceived organizational support has significantly positive influence on teacher's psychological contract, and psychological contract also has significantly positive influence on teacher's customer-oriented behavior. In addition, the study also finds that organizational support has influence on teacher's customer-oriented behavior through psychological contract.

1. 汪美伶、鄭雯憶(2007)。組織支持與服務導向組織公民行為─服務氣候之干擾效果。人力資源管理學報，7(4)，71-93。
   連結：
2. 林木泉、張桂彬、梁淑娟、張嘉齡、彭渝珍(2008)。情緒勞務對顧客導向行為之影響。醫管期刊，9(2)，98-113。
   連結：
3. 陳儀蓉(2007)。逢迎動機、上下司交換關係與員工展現組織公民行為之對象的關聯性。管理評論，26(4)，1-25。
   連結：
4. 黃品全(2005)。內部行銷及其對餐旅服務人員的影響：從組織中自我肯定與顧客導向的觀點。觀光研究學報，11(2)，89-112。
   連結：
5. 楊濱燦(2004)。組織支持認知及領導者與部屬交換關係對組織公民行為影響效果之研究。台灣管理學刊，4(2)，141-160。
   連結：
6. 韓志翔、江旭新、楊敦程(2009)。高承諾人力資源管理、知覺組織支持、信任與知識分享之關係探討：跨層次的分析。管理評論，28(1)，25-44。
   連結：
7. 韓志翔、江旭新、楊敦程(2009)。高承諾人力資源管理、知覺組織支持、信任與知識分享之關係探討：跨層次的分析。管理評論，28(1)，25-44。
   連結：
8. Allen, D. G.,Shore, L. M.,Griffeth, R. W.(2003).The role of perceived organizational support and supportive human resource practices in the turnover process.Journal of Management,29(1),99-118.
9. Argyris, C.(1960).Understanding organizational behavior.London:Tavistock Publications.
10. Baron, R. M.,Kenny, D. A.(1986).The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.Journal of Personality and Social Psychology,51(6),1173-1182.
11. Bateman, T. S.,Organ, D. W.(1983).Job satisfaction and the good soldier: The relationship between affect and employee "citizenship".Academy of Management Journal,26(4),587-595.
12. Bettencourt, L. A.,Gwinner, K. P.,Meuter, M. L.(2001).A comparison of attitude personality, and knowledge predictors of service-oriented organizational citizenship behavior.Journal of Applied Psychology,86(1),29-41.
13. Bishop, J. W.,Scott, K. D.,Burroughs, S. M.(2000).Support, commitment, and employee outcomes in a team environment.Journal of Management,26(6),1113-1132.
14. Brooks, L.(1999).Organizational Behavior.London:Pitman Publishing.
15. Brown, T. J.,Mowen, J. C.,Donavan, D. T.,Licata, J. W.(2002).The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings.Journal of Marketing Research,39(1),110-119.
16. Chen, Z. X.,Aryee, S.,Lee, C.(2005).Test of a mediation model of perceived organizational support.Journal of Vocational Behavior,66(3),457-470.
17. Churchill, G. A.(1979).A paradigm for developing better measures of marketing constructs.Journal of Marketing Research,16(1),64-73.
18. Cooper, C. L.(ed.),Rousseau, D. M.(ed.)(1994).Trends in organizational brhavior.NY:John Wiley & Sons.
19. Coyle-Shapiro, J. A.(2002).A psychological contract perspective on organizational citizenship behavior.Journal of Organization Behavior,23(8),927-946.
20. Deshpandé, R.,Farley, J. U.,Webster, F. E.(2000).Triad lessons: Generalizing results on high performance firms in five business-to-business markets.International Journal of Research in Marketing,17(4),353-362.
21. Donavan, D. T.,Brown, T. J.,Mowen, J. C.(2004).Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors.Journal of marketing,68(1),128-146.
22. Dunlap, B. J.,Dotson, M. J.,Chamber, T. M.(1988).Perception of real estate broker and buyers: A sale orientation, customer orientation approach.Journal of Business Research,17(2),175-87.
23. Eisenberger, R.,Armeli, S.,Rexwinkel, B.,Lynch, P. D.,Rhoades, L.(2001).Reciprocation of perceived organizational support.Journal of Applied Psychology,86(1),42-51.
24. Eisenberger, R.,Fasolo, P.,Davis-LaMastro, V.(1990).Perceived organizational support and employee diligence, commitment, and innovation.Journal of Applied Psychology,75(1),51-59.
25. Eisenberger, R.,Huntington, R.,Hutchison, S.,Sowa, D.(1986).Perceived organizational support.Journal of Applied Psychology,71(3),500-507.
26. Fornell, C.,Larcker, F.(1981).Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research,18(1),39-50.
27. Gronroos, C.(2000).Service management and marketing: A customer relationship management approach.Chichester, England:John Wiley & Sons.
28. Guest, D. E.(2004).The psychology of the employment relationship: An analysis based on the psychological contract.Applied Psychology: An International Review,53(4),541-555.
29. Harper, S.,Vilkinas, T.(2005).Determining the impact of an organization's performance management system.Asia Pacific Journal of Human Resources,43(1),76-97.
30. Hartline, M. D.,Maxham, J. G.,McKee, D. O.(2000).Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees.Journal of Marketing,64(2),35-50.
31. Henderson, D. J.,Wayne, S. J.,Shore, L. M.,Bommer, W. H.,Tetrick, L. E.(2008).Leader-member exchange, differentiation, and psychological contract fulfillment: A multilevel examination.Journal of Applied Psychology,93(6),1208-1219.
32. Heskett, J. L.,Jones, T. O.,Lovemen, G. w.,Sasser, W. E.,Schlesinger, L. A.(1994).Putting the service-profit chain to work.Harvard Business Review,72(2),164-174.
33. Hochwarter, W.,Kacmar, C.,Perrewe, P. L.,Johnson, D.(2003).Perceived organizational support as a mediator of the relationship between politics perceptions and work outcomes.Journal of Vocational Behavior,63(3),438-456.
34. Hui, C.,Lee, C.,Rousseau, D. M.(2004).Employment relationships in China: Do workers relate to the organization or to people?.Organization Science,15(2),232-240.
35. Kinicki, A. J.,Vecchio, R. P.(1994).Influence of the quality of supervisor-subordinate relations: The role of time-pressure, organizational commitment, and locus of control.Journal of Organization Behavior,15(1),75-82.
36. Korunka, C.,Scharitzer, D.,Carayon, P.,Hoonakker, P.,Sonnek, A.,Sainfort, F.(2007).Customer orientation among employees in public administration: A transnational, longitudinal study.Applied Ergonomics,38(3),307-315.
37. Lee, H. W.,Liu, C. H.(2009).The relationship among acchievement motivation, psychological contract and work attitudes.Social Behavior and Personality,37(3),321-328.
38. Liao, H.,Subramony, M.(2008).Employee customer orientation in manufacturing organizations: Joint influence of customer proximity and the senior leadership team.Journal of Applied Psychology,93(2),317-328.
39. Luo, X.,Hsu, M. K.,Liu, S. S.(2008).The moderating role of institutional networking in the customer orientation-trust/commitment-performance causal chain in China.Journal of Academy Marketing Science,36(2),202-214.
40. Meckler, M.,Drake, B. H.,Levinson, H.(2003).Putting psychology back into psychological contracts.Journal of Management Inquiry,12(3),217-228.
41. Moorhead, G.,Griffin, R. W.(1998).Organizational behavior.NY:Houghton Mifflin Company.
42. Paulin, M.,Ferguson, R. J.,Bergeron, J.(2006).Service climate and organizational commitment: The importance of customer linkages.Journal of Business Research,59(8),906-915.
43. Periatt, J. A.,LeMay, S. A.,Chakrabarty, S.(2004).The selling orientation customer orientation scale (SOCO): Cross validation of the revised version.Journal of Personal Selling and Sales Management,24(1),49-54.
44. Podsakoff, P. M.,MacKenzie, S. B.,Lee, J. Y.,Podsakoff, N. P.(2003).Common method biases in behavioral research: A critical review of the literature and recommended remedies.Journal of Applied Psychology,88(5),879-903.
45. Rhoades, L.,Eisenberger, R.(2002).Perceived organizational support: A review of the literature.Journal of Applied Psychology,87(4),698-714.
46. Robbins, S. P.(1990).Organization theory: Structure designs and applications.NJ:Prentice-Hall.
47. Rowland, K. R.(ed.),Ferris, G. R.(ed.)(1992).Research in personnel and human resources management.CT:JAI Press.
48. Saxe, R.,Weitz, B. A.(1982).The SOCO scale: Ameasure of the customer orientation of salespeople.Journal of Marketing Research,19(3),343-351.
49. Searle, B.,Bright, J. E. H.,Bochner, S.(2001).Helping people to sort it out: The role of social support in the job strain model.Work and Stress,15(4),328-346.
50. Shore, L. M.,Tetrick, L. E.(1991).A construct validity study of the survey of perceived organizational support.Journal of Applied Psychology,76(5),637-643.
51. Shore, L. M.,Wayne, S. J.(1993).Commitment and employee behavior: Comparison of affective commitment and continuance commitment with perceived organizational support.Journal of Applied Psychology,78(5),774-780.
52. Thakor, M. V.,Joshi, A. W.(2005).Motivating salesperson customer orientation: Insights from the job characteristics model.Journal of Business Research,58(5),584-592.
53. Turnley, W. H.,Bolino, M. C.,Lester, S. W.,Bloodgood, J. M.(2003).The impact of psychological contract fulfillment on the performance of in-role and organizational citizenship behaviors.Journal of Management,29(2),187-206.
54. Turnley, W. H.,Feldman, D. C.(1999).The impact of psychological contract violations on exit, voice, loyalty, and neglect.Human Relations,52(7),895-922.
55. Wang, H.,Law, K. S.,Hackeet, R. D.,Wang, D.,Chen, Z. X.(2005).Leader-member exchange as a mediator of the relationship between transformational leadership and followers' performance and organizational citizenship behavior.Academy of Management Journal,48(3),420-432.
56. Wang, M. L.(2009).Does organizational support promote citizenship in service settings? The moderating role of service climate.The Journal of Social Psychology,149(16),648-676.
57. Wayne, S. J.,Shore, L. M.,Bommer, W. H.,Tetrick, L. E.(2002).The role of fair treatment and rewards in perceptions of organizational support and leader-member exchange.Journal of Applied Psychology,87(3),590-598.
58. Wayne, S. J.,Shore, L. M.,Liden, R. C.(1997).Perceived organizational support and leader-member exchange: A social exchange perspective.Academy of Management Journal,40(1),82-111.
59. Whitener, E. M.(2001).Do high commitment human resource practices affect employee commitment? Across-level analysis using hierarchical linear modeling.Journal of Management,27(5),515-535.
60. Yeung, A. C. C.,Cheng, T. C. E.,Chan, L. Y.(2004).From customer orientation to customer satisfaction: The gap between theory and practice.IEEE Transactions on Engineering Management,51(1),85-97.
61. Yoon, M. H.,Suh, J.(2003).Organizational citizenship behaviors and service quality as external effectiveness of contact employees.Journal of Business Research,56(8),597-611.
62. 江岷欽(2000)。顧客導向的服務理念。人力發展，72，20-31。
63. 吳明隆(2008)。結構方程模式─SIMPLIS的應用。台北:五南。
64. 吳政達、湯家偉、羅清水(2007)。心理契約、組織公平、組織信任與組織公民行為結構關係之驗證：以台北地區國民中學學校組織為例。教育政策論壇，10(1)，133-159。
65. 林邦傑、陳美娟(2006)。學校組織與教職人員心理契約量表的建構。教育研究與發展期刊，2(4)，39-68。
66. 陳心田(2003)。員工─主管互動、知覺組織支持、組織承諾與組織公民行為：我國科技產業研發人員之分析。交大管理學報，23(1)，27-70。
67. 陳正昌、程炳林、陳新豐、劉子鍵(2005)。多變量分析方法：統計軟體應用。台北:五南。
68. 黃識銘、余泰魁(2006)。關係連結與未來關係互動之研究─關係品質中介效果。管理與系統，13(3)，265-292。

1. 何惠麗(2018)。學校特色對學生學習效能之研究。學校行政，117，159-179。