Loading...
|
Please use this identifier to cite or link to this item:
https://nccur.lib.nccu.edu.tw/handle/140.119/141276
|
| Title: | 1985諮詢服務專線對組織溝通滿意度及組織承諾的影響
A Study of the Impact of 1985 Service Line on Organizational Communication Satisfaction and Organizational Commitment |
| Authors: | 李佩璇
LI, PEI-HSUAN |
| Contributors: | 陳敦源
Chen,Don-yun
李佩璇
LI,PEI-HSUAN |
| Keywords: | 1985諮詢服務專線
組織溝通滿意度
組織承諾
Organizational commitment
1985 Advisory Service Line
Organizational communication satisfaction |
| Date: | 2022 |
| Issue Date: | 2022-08-01 18:34:09 (UTC+8) |
| Abstract: | 國軍為推動申訴制度，促進人權保障，自民國90年即以設置電話專線作為申訴溝通管道，並經數年精進改革後，成為現在的「1985諮詢服務專線」，其作用在於以「積極的態度、客觀的角度」協助官兵及眷屬解決疑難，化解與組織互動間的誤會及對立，其目的即在於提升組織內部之溝通效能，藉以強化官兵對於組織之認同及歸屬，亦即組織承諾，並進而提升官兵留營意願，能安心及放心地繼續為國效力。
本研究係透過網路問卷形式，以國軍人員為研究對象，探討「1985諮詢服務專線」對於該國軍組織的溝通滿意度及組織承諾的影響，並研析組織溝通滿意度與組織承諾的關係。
本研究發現「1985諮詢服務專線」作為組織溝通的模式，對於組織成員而言，確能有效提升組織溝通滿意度，且「1985諮詢服務專線」亦能增進組織承諾；同時，本研究證實，溝通滿意度確能正向影響組織承諾。故「1985諮詢服務專線」不僅能直接增進組織承諾，並能透過提升組織溝通滿意度而正向影響組織承諾，使國軍人員在認知上能較為認同組織的目標與價值，在行為上能投入自己的心力與努力，在情感上能對組織產生互生共利態度及歸屬感，亦即對於所屬的團體能形成高度的組織承諾，而高度的組織承諾，即代表著團結同心及留營效力的意願，決定軍隊的士氣與戰力的良窳。
In order to promote the complaint system and the protection of human rights, the National Army has set up a special telephone line as a communication channel for complaints since 2001. After several years of intensive reforms, it has become the current "1985 Advisory Service Line" to help military men and their relatives solve problems, resolve misunderstandings and conflicts between interactions with the organization on the position of positive attitude and objective perspective. Its purpose is to enhance the communication efficiency within the organization, so as to strengthen the recognition and belonging to the organization, that is, the organizational commitment. It will increase the willingness of the military men to stay in the camp, so that they can continue to serve the country with peace of mind.
This research uses the form of online questionnaires with military personnel as the research object to explore the impact of the "1985 Advisory Service Line" on the organizational communication satisfaction and organizational commitment, and analyze the relationship between organizational communication satisfaction and organizational commitment.
This study found that the "1985 Advisory Service Line" as a mode of organizational communication can effectively improve organizational communication satisfaction for the members of the organization, and the "1985 Advisory Service Line" can also increase organizational commitment; at the same time, this research confirms that organizational communication satisfaction can positively affect organizational commitment, and "1985 Consulting Service Line" is partly due to the intermediary adjustment of organizational communication satisfaction, which positively affects organizational commitment. Therefore, the "1985 Advisory Service Line" can not only directly increase organizational commitment, but also positively influence organizational commitment by improving organizational communication satisfaction, so that military personnel can recognize the organization’s goals and values, invest in behavior and emotionally generate a mutual-benefit attitude and a sense of belonging to the organization, that is, form a high degree of organizational commitment to the group to which it belongs. The high degree of organizational commitment represents unity, concentricity and staying in the camp, which determines the morale and combat effectiveness of the army. |
| Reference: | 參考文獻
中文書籍
吳秉恩（1993）。組織行為學，台北，華泰書局。
吳武明（1994）。資訊管理：邁向廿一世紀的新管理觀念，台北，松崗。
邱皓政（2006）。量化研究與統計分析：SPSS中文視窗版資料分析範例解析，台北，五南圖書出版股份有限公司。
林天祐校閱主編、吳清山、林天祐、張德銳、湯志民、丁一顧、周崇儒、蔡菁芝（2003）。教育行政學。臺北，心理。
許士軍（1993）。管理學，台北，華泰書局。
戚樹誠（2007）。組織行為。台北，雙葉書廊有限公司。
中文期刊
李元墩、蔡文淵（1997）。台灣企業員工溝通滿足量表建構之研究，國立成功大學學報，人文-社會篇，33，257-283。
李天賞、杜金璋（1991）。組織承諾的概念與測量, 交大管理學報, 11（1）, 51-74。
吳清山（2004）。學校創新經營理念與策略，教師天地，128，30-44。
呂季蓉、戴存溢、陳敦源（2020）。臺北市政府推動員工協助方案之評估，文官制度季刊，12（1），93-133。
陳佑全、唐順明與李承蓉（2010）。環境不確定、資訊策略、組織溝通與績效間關係之研究，資訊管理學報，17（1），47-79。
曾柔鶯、簡新曜（2001）。臺灣高科技產業白領階級員工參與、員工態度與員工績效之相關研究，企銀季刊，24-4，35-59。
中文論文
尹衍樑（1988）。組織變革策略對組織承諾之影響研究－以潤泰工業股份有限公司電腦化為例。政治大學企業管理研究所博士論文，台北。
全秀珠（2012）。公部門「員工協助方案」實施之探討。國立暨南國際大學公共行政與政策學系碩士論文，南投。
李嘉奇（2001）。國民小學教職員工採用的溝通媒介類型與組織溝通滿足關係之研究。台南師範學院國民教育研究所碩士論文，台南。
李耀全（2019）。國民小學教師知覺校長服務領導行為對組織承諾之影響-以感恩、主觀幸福感、信任為中介。國立台南大學教育學系教育經營與管理博士論文，台南。
余燧賓（2003）。管理型態、組織承諾與工作績效關係之研究。海洋大學航運管理研究所碩士論文，基隆。
林冠宏（2003）。轉換型領導、組織認同、組織溝通對領導效能影響之研究－以台南縣政府組織變革為例。中正大學企業管理研究所碩士論文，嘉義。
林為哲（1999）。從溝通媒介看組織溝通與工作滿足。雲林科技大學資訊管理研究所碩士論文，雲林。
周佩萱（2018）。社群媒體LINE溝通效能對飯店員工之組織溝通、工作滿意度與員工忠誠度之探討。國立屏東科技大學餐旅管理系碩士論文，屏東。
俞成業（1982）。組織中員工溝通滿意度之個案實證研究。交通大學管理研究所碩士論文，新竹。
俞依秀（1989）。我國國立大學圖書館館員對組織溝通滿意度之調查研究。國立臺灣大學圖書資訊研究所碩士論文，台北。
陳新民、韓毓傑（1995）。國軍管教問題之研究：軍隊領導統御理念與制度之分析。國防部委託中央研究院研究計畫，台北。
陳韵喆（2014），組織承諾對工作滿意及離職傾向之關係的干擾效果－以國軍志願役人員為例。靜宜大學管理碩士專班碩士論文，台中。
陳溪彬（2015），主管領導風格、組織文化情緒智力與組織承諾關係之研究-以製造業T公司為例。南華大學企業管理學系管理科學碩士論文，嘉義。
舒緒緯（1990），國民小學教師溝通滿意與工作滿意關係之研究，國立臺灣師範大學教育所碩士論文，台北。
黃姵嫙（2018）。綠色招募活動對組織人才吸引力之影響：以個人組織配適知覺為中介變數與個人環保態度為干擾變數。東海大學碩士論文，台中。
張峰銘（2002）。薪資制度、組織承諾與工作績效關係之研究。中山大學人力資源管理研究所碩士論文，高雄。
曾南薰（1998）。我國教師組織承諾之整合分析。國立嘉義師範學院國民教育研究所碩士論文，嘉義。
蔡文淵（1996）。企業員工溝通滿足量表發展之研究。成功大學企業管理研究所碩士論文，台南。
鄭玉山（2013）。組織變革認知與組織政治知覺對工作活力、組織承諾與組織公民行為之影響性研究─以改制後臺南市各區公所第一線為民服務公務人員為例。南台科技大學碩士論文，臺南。
鄭至傑（1998）。溝通媒介選擇與組織溝通效果：溝通情境與關係的影響。國立台灣大學心理研究所碩士論文，台北。
嚴竹華（1999）。溝通能力與溝通態度對溝通效能影響之研究。中原大學企業管理研究所碩士論文，桃園。
英文書籍
Berlo, D. K. （1960）. The process of communication: An introduction to theory and practice, Rinehart & Winston
Chandler, F. G. （1995）. Fundamentals of business communication,Irwin Press.
Cornelissen, J. P. （2014）. Corporate Communication: A Guide to Theory and Practice,SAGE.
Davis, K. （1962）. Human Relations at Work,McGraw-Hill.
Goldhaber, G. M. （1979）. Information Strategies : New Pathways to Corporate Power, Prentice-Hall.
Gibson, W. J. & Hodgetts, M. R.（1991）. Organization Communication: a Managerial Perspective,Harper Collins Publishers.
Greenbaum, H. H. （1982）. The Audit of Organizational Communication, Contemporary Perspectives in Organizational Behavior,Allyn & Bacon.
Hall, R. H. （1996）. Organizations: Structures, processes, and outcomes ,Prentice- Hall.
Hoy, W. K. & Miskel, C. G.（1982）. Educational administration-Theory, research, and practice （2nd Ed.）, Random House.
Koehler, J. W., Anatol, K. W. E. & Applbau, R. L. （1981）. Organizational communication-behavioral perspectives （2nd ed.）,Holt, Rinehart & Winston.
McGregor, D. （1967）. The Professional Manager,McGraw-Hill.
Meyer, J. P. (2009). Commitment in a changing world of work ‘, Commitment in organizations: Accumulated wisdom and new directions, eds. H. Klein, T. Becker, and J. Meyer.
Mills, D. Q. (1989). Labor managements relations, McGrawHill.
Mowday, R. T. , Porter, L. M. , & Steers, R. M. （1982）. Employee organization linkages : The psychology of commitment, absenteeeism, and turnover,Academic Press.
O’Wiio, C. （1976）. Organizational communication: Interfacing system in different contingencies,International Communication Association.
Ramirez, R. L. （2012）. Organizational Communication Satisfaction and Job Satisfaction within University Foodservice. Master’s Science of Kansas State University in USA.
Redding, W. C. （1972）.Communication within the Organization,Industrial, Communication Council.
Reyes, P. （1990）.Teachers and Their Workplace: Commitment, Performance, and Productivity,Sage Publications/Corwin Press, 2455 Teller Rd., Newbury Park, CA 91320.
Robbins, S. P. （1998）. Organizational Behavior,Prentice Hall, Inc.
Rogers, E. M. & R. Agarwala-Rogers （1975）. Organizational Communication,Addison-Wesley Pub. Co.
Ruben （1988）. Communication and human behavior, Macmillan Publishing Company.
Schramm, W. （1954）. The process and effects of mass communication, University of Illinois Press.
Scott, W. G., and Mitchell, T. R. （1976）. Organizational Theory: A Structure and Behavior Analysis, Homewood.
Shannon, C. E. & Weaver, W. （1949）.The mathematical theory of communication, University of Illinois Press.
Short, J., Williams, E. and Christie, B. （1976）. The social psychology of telecommuni-cations,John Wiley & Sons.
Simon, H.A. （1976）.Administrative Behavior, The Free Press.
Shannon & Weaver （1949）. The mathematical theory of communication. University of Illinois Press.
Weick, K. （1979）. The Social Psychology of Organizing. Mc-Graw-Hill Publishing Co.
英文期刊
Alam, A. A. S. （2016）. Communication Satisfaction: A Study on Junior Executives, Working in Private Sector of Bangladesh. Journal of Business and Technology, 11（1-2）, 69-90.
Allen, N. J. & Grisaffe, D. B. （2001）. Employee commitment to the organization and customer reactions: Mapping the linkages, Human Resource Management Review, 11, 209–236.
Allen & Meyer （1990）. The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63, 1-18.
Angle, H. L., & Perry, J. L. （1981）. An empirical assessment of organizational commitment and organizational effectiveness, Administrative Science Quarterly, 26（1）, 1–14.
Becker, H.S. （1960）. Notes on the Concept of Commitment. American Journal of Sociology, 66, 32.
Buchanan （1974）. Building organization commitment, Administrative Science Quarterly, 19, 533-546.
Cacciattolo, K. （2015）. Defining Organizational Communication. European Scientific Journal, 11（20）, 79-87.
Cho, S., Woods, R.H., Jang, S. （S.）, & Erdem, M. （2006）. Measuring the impact of human resource management practices on hospitality firms` performances. International Journal of Hospitality Management, 25（2）, 262-277.
Clampitt, P. G. & C. W. Downs （1993）. Employee Perceptions of the Relationship between Communication and Productivity: A Field Study. Journal of Business Communication, 30（1）.
Cook, J., & Wall, T. （1980）. New work attitude measures of trust, organizational commitment and personal need non-fulfilment, Journal of Occupational Psychology, 53（1）, 39–52.
Costen, W.M. and Salazar, J. （2011） The Impact of Training and Development on Employees’ Job Satisfaction, Loyalty and Intent to Stay in the Lodging Industry. Journal of Human Resource in Hospitality and Tourism, 10, 273-284.
Crino, M. D. and M. C. White （1981）. Satisfaction in Communication: An Examination of the Downs-Hazen Measure. Psychological Report, 49, 831-838.
Csiernik, R. （2003）. Employee assistance program utilization: Developing a comprehensive scorecard. Employee Assistance Quarterly, 18（3）, 45-60.
Daft, R.L., Lengel, R.H. and Trevino, L.K. （1987） Message Equivocality, Media Selection, and Manager Performance: Implications for Information Systems. MIS Quarterly, 11, 355-366.
Downs, C. W., & Hazen, M. D. （1977）. A Factor Analytic Study of Communication Satisfaction, Journal of Business Communication, 14, 63-73.
Freund, A., & Carmeli, A. (2004). The relationship between work commitment and organizational citizenship behavior among lawyers in the private sector. Journal of Behavioral and Applied Management, 5(2), 93-113.
Fritz, M. B. W., Narasimhan, S., & Rhee, H. S. (1998). Communication and coordination in the virtual office. Journal of Management Information Systems, 14(4), 7-28.
Fulk, J., & Ryu, D. (1990). perceiving electronic mail system: A partial A partial test of social information processing model of communication media in organisations. In annual meeting of the International Communication Association, Dublin.
García-Cabrera, A. M., & García-Soto, M. G. （2011）. MNC commitment, OCB role definition and intent to leave in subsidiary top managers: The moderating effect of uncertainty avoidance values. International Journal of Intercultural Relations, 35（5）, 641–657.
Guzley, R. M. （1992）. Organizational climate and communication climate: Predictors of commitment to the organization. Management Communication Quarterly, 5（4）, 379-402.
Hecht, M. L. （1978）. The conceptualization and measurement of interpersonal communication satisfaction. Human Communication Research, 4（3）, 253-264.
Hemdi, M. A., Rahman, A., & Rahim, A. （2011）. The effect of psychological contract and affective commitment on turnover intentions of hotel managers. International Journal of Business and Social Science, 2（23）, 76-88.
Hrebiniak, L. G. （1974）. Effects of job level and participation on employee attitudes and perceptions of influence. Academy of Management Journal, 17（4）, 649–662.
Husain, Z. （2013）. Effective Communication Brings Successful Organizational Change. The Business & Management Review, 3（2）, 43-50.
Jaros, S. J., Jermier, J. M., Koehler, J. W., & Sincich, T. （1993）. Effects of continuance, affective, and moral commitment on the withdrawal process: An evaluation of eight structural equation models. Academy of Management Journal, 36（5）, 951-995.
Johanson, M. and Guchait, P. （2009） Employees Intent to Leave: A Comparison of Determinants of Intent to Leave versus Intent to Stay. International Journal of Hospitality Management, 28, 374-381.
Kanter, R. M. （1968）. Commitment and social organization: A study of commitment mechanisms in utopian communities. American Sociological Review, 33（4）, 499-517.
Kim, W. G., & Brymer, R. A. （2011）. The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance. International Journal of Hospitality Management, 30（4）, 1020-1026.
Ko, J.-W., Price, J. L., & Mueller, C. W. （1997）. Assessment of Meyer and Allen`s three-component model of organizational commitment in South Korea. Journal of Applied Psychology, 82（6）, 961–973.
Lasswell, H. D. （1948）. The structure and function of communication in society. The communication of ideas. 37（1）,37-51.
Luthans, F., McCaul, H. S., & Dodd, N. G. (1985). Organizational commitment: A comparison of American, Japanese, and Korean employees. Academy of Management journal, 28(1), 213-219.
Markovits, Y., Boer, D. & van Dick, R. （2013）. Economic crisis and the employee: The effects of economic crisis on employee job satisfaction, commitment, and self-regulation. European Management Journal, 32（3）, 413-422.
Mathieu, J. E. and D. M. Zajac （1990）. A Review and Meta-analysis of the Antecedents, Correlates, and Consequences of Organizational Commitment, Psychological Bulletin, 108, 171-194.
McNeese-Smith, D. （1996） Increasing Employee Productivity, Job Satisfaction, and Organizational Commitment, Hospital & Health Service Administration, 41（2）, 160-175。
Meyer, J. P. & Allen, N. J. （1991）. A three-component conceptualization of organizational commitment. Human Resource Management Review, 1（1）, 61-89.
Meyer, J. P., & Herscovitch, L. （2001）. Commitment in the workplace. Toward a general model. Human Resource Management Review , 11 （3）, 299-326.
Mayer, R. C. & Schoorman, F. D. （1992）. Predicting participation and production outcomes through a two-dimensional model of organizational commitment. Academy Management Journal, 35, 671-84.
Meyer, J. P., Stanley, D. J., Herscovitch, L., &Topolnytsky, L. （2002）. Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of Vocational Behavior, 61, 20-52.
Meyer, J. P., & Herscovitch, L. （2001）. Commitment in the workplace: Toward a general model. Human Resource Management Review, 11（3）, 299-326.
Mowday, R. T., Steers, R. M., & Porter, L. W. （1979）. The Measurement of Organizational Commitment. Journal of Vocational Behavior, 14, 224-247.
Near, J.P. （1989）. Organizational commitment among Japanese and U.S. workers. Organization Studies, 10（3）, 281-300
Noraazian and Khalip （2016）. The Impact of Transformational Leadership and Teacher Commitment in Malaysian Public Schools. International Journal of Academic Research in Business and Social Sciences, 6（11）, 388-397.
O`Reilly, C. & Chatman, J. （1986）. Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71 （3）, 492-499.
Ostroff, Cheri. （1992）. The relationship between satisfaction, attitudes, and performance: An organizational level analysis, Journal of applied psychology, 77（6）, 963.
Oso, O., Adebayo, K., & George, F. （2017）. Communication Satisfaction and Organizational Commitment of Agriculture Researchers in South-West Nigeria: Mediating Role of Job Satisfaction. Agriculturae Conspectus Scientificus, 82（4）, 403-408.
Poter, L. W., Steers, R. M., Mowday, R.T., & Boulian, P.V （1974） Organization commitment , job satisfaction, and turnover among psychiatric technicians, Journal ofApplied Psychology, 59, 603-609.
Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of vocational behavior, 14(2), 224-247.
Randall, D. M., & Cote, J. A. （1991）. Interrelationships of work commitment constructs. Work and Occupations, 18（2）, 194-211.
Reichers, A. E. （1985）. A review and reconceptualization of organizational commitment. The Academy of Management Review, 10（3）, 465-476.
Reinsch, N. L., & Beswick, R. W. （1990）. Voice mail versus conventional channels: A cost minimization analysis of individuals` preferences. Academy of Management Journal, 33（4）, 801–816.
Roberts, K. H., & O`Reilly, C. A. （1974）. Measuring organizational communication. Journal of Applied Psychology, 59（3）, 321–326.
Romzek, B. S. （1990）. Employee investment and commitment: The ties that bind. Public Administration Review, 50, 374-382.
Schmitz, J. & Fulk, J. （1991）. Organizational colleagues, media richness, and electronic mail: A test of the social influence model of technology use.Communication Research, 18（4）, 39-54.
Sheldon, M.E. （1971） Investments and Involvements as Mechanisms Producing Commitment to the Organization. Administrative Science Quarterly, 16, 143.
Staw, B. M. （1977）. Commitment to a policy decision：a multi-theoretical perspective, Administrative Science Quarterly, 23, 40-64.
Stevens, J. M., Beyer, J. M. & Trice, H. M. （1978）. Assessing personal, role and organization predictors of management commitment. Academy of Managemnet Journa, 21, 380-396.
Trevino, L. K., Daft, R. L., & Lengel, R. H. （1990）. Understanding managers` media choices: A symbolic interactionist perspective. Organizations and communication technology ,71–94.
Uygur, A. （2007）. A case study on investigation of the relation between organizational commitment and performance of the employee. Journal of Commerce and Tourism Education Faculty, l, 71-85.
Welsch, H. P., & LaVan, H. （1981）. Inter-relationships between organizational commitment and job characteristics, professional behavior, and organizational climate. Human Relations, 34, 1079-1089.
Whytc （1956）. The Rewards of Noncash Incentives, Sales and Marketing Management, April, 110-112.
Wiener, Y. （1982）. Commitment in Organization: A Normative View, Academy of Management Review, 7, 418-428.
Yaping, G., Kenneth S. L. & Katherine, R. X. （2009）. Human Resources Management and Firm Performance: The Differential Role of Managerial Affective and Continuance Commitment, Journal of Applied Psychology, 94, 1, 263–275. |
| Description: | 碩士
國立政治大學
行政管理碩士學程
106921114 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0106921114 |
| Data Type: | thesis |
| DOI: | 10.6814/NCCU202200688 |
| Appears in Collections: | [行政管理碩士學程(MEPA)] 學位論文
|
Files in This Item:
| File |
Description |
Size | Format | |
|---|
| 111401.pdf | | 1858Kb | Adobe PDF2 | 219 | View/Open |
|
All items in 政大典藏 are protected by copyright, with all rights reserved.
|
