領導者對於下屬的表現佔有相當重大的影響效果。House, Hartog, Hanges, and Ruiz（1999）提到領導是指領導者透過自己的能力，並且影響員工，讓員工可以有效率地努力達到目標。在工作場所中組織賦予領導者支配的角色使得領導成為一個主要的情境因素，如此一來將會影響員工績效的表現。企業倫理和企業的經營管理的關係，日益密切。Schneider (1975) 認為「倫理氣候」指的是組織員工在實際執行企業內部相關的倫理標準行為，以及推行公司政策的步驟與程序上，具有主觀經驗與共同認知。其中有關企業內部的倫理氣候如何影響組織成員行為，進而對企業營運績效產生衝擊，也是近年學者所逐漸重視的議題。
Harris and Ogbonna (2002, 2006)指出在面對許多內在和外在的因素，都有可能造成服務人員違背組織企業所訂定的準則與規範，私下或公開性的蓄意破壞或干擾其服務傳遞過程。本研究觀察到一個現象，以往的研究大部分是針對第一線工作人員與顧客的互動來分析，因此將加入主從交換關係與倫理氣候兩個組織內部因素，並以員工對公司的福利滿意度來當作調節因素，找出其在主從交換關係、倫理氣候對服務破壞影響上之調節作用。

本研究探討在員工對公司的福利滿意度在主從交換關係及倫理氣候對服務破壞間之影響，以提供企業在降低員工服務破壞行為之建議。

本研究根據理論基礎建立研究架構與假設，採取便利抽樣與滾雪球抽樣進行問卷調查，共回收 157 份有效問卷，經由迴歸分析、層級迴歸分析 和變異數分析等統計方法來驗證各研究假設，研究結果顯示如下：

1.	主從交換關係對服務破壞無顯著負向影響。
2.	倫理氣候對服務破壞有顯著負向影響。
3.	服務破壞在主從交換關係對工作績效間無中介效果。
4.	服務破壞在倫理氣候對工作績效間有部分中介效果。

關鍵字：主從交換關係、倫理氣候、服務破壞、福利滿意度、工作績效

As leader plays a key role in the employee performance. House, Hartog, Hanges and Ruiz(1999) in-dicated that leadership means leader affects his employees through their abilities, so that employees can efficiently reaching their goals. Organization empowers leaders a dominating role in the workplace. It makes leadership a major situational factor which results in better employee’s performance. For now re-lationship between enterprise ethics and enterprise management has become closer. Schneider (1975) indicated that "ethical climate" refers to employees in the practical implementation of relevant ethical standards within the enterprise, as well as on the steps and procedures of implementing company poli-cies, with subjective experiences and common knowledge. Ethical climate affects corporate internal or-ganization members and enterprise performance, and in recent years has the growing importance of topics.

Harris and Ogbonna (2002, 2006) point out that facing of many external and internal factors what are likely to cause the employees breach of the enterprise standards and norms, private or public acts of sabotage or interfere with the service delivery process. This study observed a phenomenon, in the past most of the research is aimed at analyzing front-line staff’s interactions, so we will join the leader-ship-member-exchange and ethical climate as the two organizations internal factor, and employee bene-fit satisfaction as the moderating variable, and try to find the leader-member- exchange、ethics climate on the impact of the service sabotage.

This study investigated the moderating effect of employee benefit satisfaction on the influence of the service sabotage by leader-member- exchange and ethical climate impact, and by the result to pro-vide enterprises in reducing staff rigged behaviors.

This paper set up the conceptual framework and hypotheses based on the theory and used conven-ience sampling and snowball sampling method. There are 157 valid questionnaires are return totally. By implementing the regression analysis, hierarchical regression and one way ANOVA to verify each hy-pothesis. The results of this study can be concluded as the following:
			
1.	There is no negative significant influence on service sabotage by leader-member-exchange.
2.	There is negative significant influence on service sabotage by ethical climate.
3.	There is no significant mediating effect of service sabotage on the influence coming from lead-er-member-exchange to job performance.
4.	There is a partial mediating effect of Service sabotage on the influence coming from ethics climate to job performance 
5.	There is no moderating effect of benefit satisfaction on the influence coming from lead-er-member-exchange and ethical climate to service sabotage.

The results confirmed that the service sabotage got partial mediating effects, which means that en-terprises can reduce the staff vandalism by strengthening ethical climate.

目錄
目錄	I
表目錄	II
圖目錄	III
第一章 緒論	1
第一節	研究背景與動機	1
第二節	研究目的	6
第三節	研究流程	6
第二章 文獻探討	9
第一節	領導相關理論	9
第二節	倫理氣候	12
第三節	服務破壞	15
第四節	工作績效	22
第五節	福利滿意度	26
第六節	各變項間之相互關係與假設	29
第三章 研究方法	36
第一節	研究架構	36
第二節	研究假設	37
第三節	問卷設計	38
第四節	研究對象與範圍	45
第五節	資料分析與方法	45
第四章 研究結果	50
第一節	問卷發放與回收資料分析	50
第二節	項目分析	54
第三節	信度與因素分析	56
第四節	研究假設驗證	63
第五節	不同人口統計變項在各變項之差異分析	71
第六節	假設驗證結果驗證	81
第五章 結論、討論及建議	82
第一節	研究結論與討論	82
第二節	管理意涵	86
第三節	研究限制與未來研究之建議	88
參考文獻	90
附錄 問卷	106

 
表目錄
表1倫理氣候類型	14
表2國內外學者對工作績效定義	23
表3各學者對工作績效衡量構面	25
表3- 1主從交換關係量表	39
表3- 2倫理氣候量表	40
表3- 3服務破壞量表	41
表3- 4福利滿意度量表	42
表3- 5工作績效量表	43
表3- 6脈絡績效量表	44
表4- 1各構面之 Cronbach’s α 值	  51
表4- 2樣本基本資料之次數分配表	52
表4- 3各構面之項目分析表	55
表4- 4各構面之 Cronbach’s α值	57
表4- 5各構面之 KMO值與 Bartlett球形檢定	59
表4- 6主從交換關係之因素分析與信度分析	60
表4- 7倫理氣候之因素分析與信度分析	61
表4- 8服務破壞之因素分析與信度分析	62
表4- 9福利滿意度之因素分析與信度分析	62
表4- 10工作績效之因素分析與信度分析	63
表4- 11各變項之相關係數表	64
表4- 12 人口變項與服務破壞之相關係數表	65
表4- 13主從交換關係對服務破壞之迴歸分析	65
表4- 14倫理氣候對服務破壞之迴歸分析	66
表4- 15 服務破壞對工作績效之迴歸分析	67
表4- 16服務破壞在主從交換關係對工作績效之階層迴歸分析表	68
表4- 17服務破壞在倫理氣候對工作績效之階層迴歸分析表	68
表4- 18福利滿意度在主從交換關係對服務破壞之階層迴歸	70
表4- 19福利滿意度在倫理氣候對服務破壞之階層迴歸	71
表4- 20性別在各構面之差異分析	73
表4- 21年齡在各構面之差異分析	74
表4- 22教育程度在各構面之差異分析	75
表4- 23職業類別在各構面之差異分析	77
表4- 24個人平均月所得在各構面之差異分析	78
表4- 25工作年資在各構面之差異分析	80
表4- 26假設驗證結果彙整表	81
         

圖目錄
圖1研究流程圖	8
圖2服務破壞影響因素圖	20
圖3研究架構圖	36

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