The Role of Organizational Culture in Building Employee Engagement among Frontline Employees: In the Case of IKEA Taichung Store

組織文化對於前線員工的工作投入度的影響－以宜家台中店為例

胡次熙(Chi-Si Hwu)；陳政煌(Cheng-Huang Chen)

organizational culture ； employee engagement ； frontline employee ； IKEA ； 組織文化 ； 工作投入度 ； 前線員工 ； 宜家

東海管理評論

17卷1期（2015 / 07 / 01）

189 - 218

英文

Frontline employees play a central role in building and developing customer relationships. A business needs engaged frontline employees to provide not only quality customer services but to channel culture into customer experience. This research investigates the relationship between organizational culture and employee engagement among frontline employees at IKEA Taichung store. The research conducts a survey that includes culture-focused and employee engagement-related statements to study these two concepts. The results and analysis reveal strong evidence that organizational culture has positive influence on employee engagement. Furthermore, the difference between full-time and part-time frontline employees is significant in their perceptions of organizational culture and levels of employee engagement. The findings of this study suggest nurturing organizational culture has the possibility of enhancing employee engagement which can, in turn, result in good business performance.

前線員工是建設和發展客戶關係的重要角色。企業需要有高工作投入度的前線員工提供不僅僅是優質的客戶服務，還必須能將組織文化融入客戶體驗中。本研究探討組織文化和前線員工的工作投入度之間的關係。研究調查問卷檢驗前線員工對於組織文化的想法及工作投入度的程度。分析結果顯示組織文化對於工作投入度有正面影響。此外，全職和兼職的前線員工於組織文化的看法和工作投入度方面都有顯著的差異。這項研究的結果顯示培育企業文化增強員工之工作投入度，有助於後續工作表現的提升。

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