1人口变项与服务导向组织公民为关系之研究以护人员为.pdf

人口變項與服務導向組織公民行為關係之研究─以護 理人員為例 The Study of Relationship between Demographic Variables and Service-Oriented Organizational Citizenship Behavior—The Case of Nurses 1 吳肇展 Chao-Chan Wu 崇右技術學院企業管理系講師 Eemail: w790@ms24.hinet.net 吳雨璇 Yu-Shiuan Wu 王思佳 Si-Jia Wang郭佳惠 Chia-Hui Kuo謝佳琪 Jia-Ci Sie 崇右技術學院企業管理系學生 摘要：服務導向組織公民行為是組織公民行為的延伸，是指與顧客接觸之服務人 員所展現之忠誠、服務傳遞、參與的組織公民行為，以滿足顧客所需。本研究旨 在探討人口變項與服務導向組織公民行為之關係，以大台北地區醫院之護理人員 為研究對象，探討不同的年齡、婚姻狀況、年資、職等、教育程度、公民營醫院、 醫院種類之護理人員服務導向組織公民行為之差異。研究結果顯示，不同的年 齡、婚姻狀況、年資、職等、醫院種類之護理人員在服務導向組織公民行為上有 顯著差異，最後根據研究結果提出結論與建議。 關鍵詞：服務導向組織公民行為、組織公民行為、護理人員 Abstract ：Service-Oriented Organizational Citizenship Behavior is the extension of Organizational Citizenship Behavior. It means that customer-contact employees engage in loyalty, service delivery, and participation Organizational Citizenship Behavior to satisfy customer. The purpose of this study is to examine the relationship between demographic variables and Service-Oriented Organizational Citizenship Behavior of the nurses in Taipei. This study explores age, marriage, tenure, job, education, public or private hospital, and kinds of hospitals of the nurses whether difference in Service-Oriented Organizational Citizenship Behavior. Empirical results indicate that age, marriage, tenure, job, and kinds of hospitals of the nurses are significant difference in Service-Oriented Organizational Citizenship Behavior. Finally, some implications were suggested based on the empirical results. Keywords ：Service-Oriented Organizational Citizenship Behavior, Organizational Citizenship Behavior, Nurse 聯絡人：吳肇展