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系統識別號 U0002-1907202109255600
中文論文名稱 個人與工作適配度對工作雕琢、工作熱情與顧客導向行為之影響─以運動品牌專賣店銷售人員為對象
英文論文名稱 Examining the Influence of Job-Person Fit on Job Crafting, Passion for Work and Customer Service Behavior – An Empirical Study of Salespeople in Sports Brand Stores
校院名稱 淡江大學
系所名稱(中) 企業管理學系碩士班
系所名稱(英) Department of Business Administration
學年度 109
學期 2
出版年 110
研究生中文姓名 卓鴻珺
研究生英文姓名 Hong-Jun Zhuo
學號 608610134
學位類別 碩士
語文別 中文
口試日期 2021-06-15
論文頁數 73頁
口試委員 指導教授-汪美伶
共同指導教授-涂敏芬
委員-劉敏熙
委員-方郁惠
委員-汪美伶
中文關鍵字 個人與工作適配度  工作雕琢  和諧性熱情  強迫性熱情  功能性顧客導向行為  關係性顧客導向行為 
英文關鍵字 Person-Job Fit  Job Crafting  Harmonious Passion  Obsessive Passion  Functional Customer Service Behavior  Relational Customer Service Behavior 
學科別分類
中文摘要 本研究運用工作適配理論與擴建理論討個人與工作適配度與工作雕琢、工作熱情、顧客導向行為之影響,並探討工作雕琢、和諧性熱情與強迫性熱情之中介效果。本研究以國內運動品牌專賣店銷售人員為主要研究對象,以問卷方式蒐集共 313 份從業人員之資料,採用結構方程模型進行分析。結果發現,員工的個人與工作適配度是會影響是否願意工作雕琢;其次,工作雕琢也會影響和諧性與強迫性熱情;以及和諧性與強迫熱情皆會影響功能型與關係性顧客導向行為。工作雕琢在個人與工作適配度與工作熱情間,具有中介效果,兩種工作熱情也在中介工作雕琢與顧客導向行為兩者關係間,扮演中介角色。針對上述結果,本研究提
出理論以及管理意涵與後續研究建議。
英文摘要 Integrating personality-job fit theory with broaden-and-build theory, this sutdy attempted to examine the influence of person--job fit on job crafting, passion for work, and customer service behavior as well as explore the mediating effects of job crafting, harmonious passion and obsessive passion. This study recuited 313 sales personnel in domestic sports brand stores in Taiwan, and collected data via questionnaires. Then structural equation models were utilized to test the proposed hypotheses. The results showed that the person-job fit was positively associated with job crafting and job crafting was positively associated with harmonious and obsessive passion. In addition, both types of passion for work were positvley related to functional and relational
customer service behaviors. While job crafting mediated the relationship between person-job fit and passion for work, job crafting mediated the relationship between passion for work and customer service behavior. Based on these findings, we provided theoretical implications and practical suggestions.
論文目次 目錄 iv
圖目錄 vi
表目錄 vii
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第貳章 文獻探討 6
第一節 個人工作適配度 6
第二節 工作雕琢 7
第三節 工作熱情 14
第四節 顧客導向行為 19
第五節 研究假設發展 21
第參章 研究方法 25
第一節 研究架構 25
第二節 研究設計 26
第三節 變數衡量 27
第肆章 結果與討論 30
第一節 敘述性統計分析 30
第二節 信效度分析 32
第三節 差異分析 38
第四節 相關分析 45
第五節 結構方程模型 49
第六節 假設驗證 53
第伍章 結論與建議 54
第一節 研究結論 54
第二節 理論意涵 56
第三節 管理意涵 58
第四節 研究限制與未來研究建議 60
參考文獻 62

圖目錄
圖 1 研究流程 5
圖 2 研究架構 25
圖 3 驗證性因素分析結果圖 34

表目錄
表1- 1各學者工作熱情研究結果 17
表4- 1問卷回收人口統計特性分析表 31
表4- 2變數之信度表 33
表4- 3個人與工作適配度構面之驗證性因素分析表 35
表4- 4工作雕琢構面之驗證性因素分析表 35
表4- 5和諧性熱情構面之驗證性因素分析表 36
表4- 6強迫性熱情構面之驗證性因素分析表 36
表4- 7功能性顧客導向行為構面之驗證性因素分析表 37
表4- 8關係性顧客導向行為構面之驗證性因素分析表 38
表4- 9性別與各變數間差異分析表 39
表4- 10職務類別與各變數間差異分析 39
表4- 11店長性別與各變數間差異分析表 40
表4- 12年齡與各變數間差異分析表 41
表4- 13教育程度與各變數間差異分析表 41
表4- 14工作職位與各變數間差異分析表 42
表4- 15服務年資與各變數間差異分析表 43
表4- 16與現任主管一起工作時間與各變數間差異分析表 44
表4- 17服務的這家門市有多少員工(含工讀生)與各變數間差異分析表 45
表4- 18研究變數之平均數、標準差以及相關係數表 48
表4- 19整體模型配適指標檢核表 49
表4- 20路徑係數表 50
表4- 21中介效果摘要表-1 51
表4- 22中介效果摘要表-2 51
表4- 23中介效果摘要表-3 52
表4- 24中介效果摘要表-4 52
表4- 25中介效果摘要表-5 52
表4- 26中介效果摘要表-6 53
表4- 27假設檢定結果彙整 53
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