南華大學機構典藏系統:Item 987654321/28405
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    题名: 內部服務品質與組織公民行為對工作投入影響之研究
    其它题名: Influence of Internal Service Quality on Organizational Citizenship Behavior and Work Engagement
    作者: 吳金水
    WU, JIN-SHUI
    貢獻者: 科技學院永續綠色科技碩士學位學程
    洪耀明
    HONG, YAO-MING
    关键词: 內部服務品質;組織公民行為;工作投入
    Internal Service Quality;Organizational citizenship behavior;Job Involvement
    日期: 2020
    上传时间: 2022-05-23 15:37:37 (UTC+8)
    摘要: 　　員工為企業內部重要的資源，要使員工的效能發揮極致，公司必需重視員工工作之需求與了解工作狀況，才能創造出更優質的員工行為，進而提升員工於工作上的投入程度。因此本研究主要探討美食達人企業其內部之服務品質與組織之公民行為是否會影響其工作投入程度。　　本研究運用網路問卷蒐集員工內部之服務品質、組織之公民行為與工作投入知覺問項。探討員工在內部之服務品質、組織之公民行為與工作投入的知覺差異情形；內部之服務品質、組織之公民行為與工作投入變項間相關程度與因果影響關係。分析結果顯示唯有性別在組織之公民行為知覺方面，男性顯著高於女性；內部之服務品質、組織之公民行為與工作投入彼此間呈現高度正相關；內部之服務品質與組織之公民行為皆能正向影響員工工作投入程度。
    　　Employees are important resources within an enterprise. For the maximization of employees effectiveness, company must pay attention to employees work needs and understand employees working conditions. Only in this way company can create better employee behaviors and increase the employees' investment in work. Therefore, this study discussed whether the internal service quality and organizational citizenship behaviors of food expert enterprises will affect the degree of their work input.　　This study used online questionnaires to collect employees' internal service quality, to organize citizenship behavior, and work engagement perception. The difference of employees' perceptions in internal service quality, organizational citizenship behavior, and work engagement were discussed. Internal service quality, organizational citizenship behavior, and work engagement variables, and the degree of causality were also examined. Results showed that only gender is significantly higher than women in the perception of organizational citizenship behavior. Internal service quality, organizational citizenship behavior and work input are highly positively related to each other. Internal service quality and organizational citizenship behavior can positively affect employees Level of commitment.
    显示于类别:[永續綠色科技碩士學位學程] 博碩士論文

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