政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/32104

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/32104

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Title:	組織信任與組織公民行為之研究:社會資本觀點之初探
Authors:	游宗憲
Contributors:	吳瓊恩游宗憲
Keywords:	組織信任組織公民行為社會資本
Date:	2005
Issue Date:	2009-09-14 13:07:34 (UTC+8)
Abstract:	近來信任的研究已引起不同學科的重視與興趣，從眾多領域中都可以發現與信任相關的文獻，不論是理論的建構與實證的探討，在國外學界皆已有一定的數量與規模。然而，「組織信任」受到關注，進而被深入探討，卻僅是近年來的事；再者在組織行為的領域中，學者們也注意到，組織若要能運行順暢，其成員除了必須依據組織所規定的正式角色規範，守份地行事之外，還必須展現一些非由組織正式規範所驅使的創新性、自發性或合作性行為，學者們將此稱為「組織公民行為」，並成為組織行為與管理領域當中頗受矚目的研究課題。一個組織的發展與競爭優勢，固然需要硬體設備的獲得與新興科技的研發，加以人力資本與知識資本的投資，但是能否使生產要素獲得有效地運用，以及整體的生產能量有所增加，還取決於另一個重要的因素—社會資本。社會資本原先是用來說明蘊藏在個人與個人之間鑲嵌關係的資源，以往與社會資本相關的理論或研究，大都圍繞在社會學、心理學、經濟學或政治學等專業領域，近年來才陸續有相關的研究將核心議題與概念的焦點移至組織管理方面的探討。迄今，國外已有不少學者投入研究組織信任與組織公民行為，累積了相當數量之文獻，但國內對於此主題研究仍為少見，由社會資本的觀點切入之相關研究，更是付知闕如，俾喚起國內對此主題之重視，本研究希望能夠儘可能深入檢視社會資本概念的理論意義，同時以「組織信任」和「組織公民行為」做為社會資本觀點初探的研究主題，進一步分析這兩者在運作上的形態特徵，累積相關之組織管理知識，做為日後組織管理方面之啟示。針對組織信任與組織公民行為相關之文獻進行系統式地彙整，分門別類地釐清觀念，並提出切入的主軸與研究架構，並且對於次級資料進行探討與詮釋後，分別歸結出組織信任和組織公民行為對於組織管理上之啟示：一、社會資本觀點下的組織信任（一）強調領導者與組織文化的重要性；（二）從教育著手，進行品格教育的紮根，以培養正確的價值觀；（三）暢通組織內的溝通管道、創造開誠佈公的環境、鼓勵員工對既定制度提出改進的意見；（四）建立透明公正的程序與完善的制度；（五）重視系統信任與信任陌生人。二、社會資本觀點下的組織公民行為（一）重視領導行為與支持性組織文化；（二）完善的甄選制度；（三）建立公平公正的程序與周全的績效評估制度；（四）舉辦各式社交活動。最後，本研究提出三點後續研究建議，供後續研究者參酌：首先，可以將文化系絡因素納入後續研究的考量，或是對於各個文化進行比較性研究；再者，則是需注意新興科技及網絡組織的出現；最後，則是建議日後研究的努力方向，可朝「建立相關的命題和健全的研究設計，進行實證研究，以量化數據加以驗證，或是針對個案進行深度的研究」等方面進行。第一章緒論……………………………………………………………………1 第一節研究背景與研究動機…………………………………………………1 第二節研究目的及研究問題…………………………………………………3 第三節研究方法與研究限制…………………………………………………3 第四節研究流程………………………………………………………………5 第五節重要名詞界定…………………………………………………………6 第二章文獻檢閱…………………………………………………………… 9 第一節組織信任之相關研究……………………………………………… 9 第二節組織公民行為之相關研究………………………………………… 21 第三節組織信任與組織公民行為關係之相關研究……………………… 34 第四節社會資本的概念…………………………………………………… 37 第五節研究架構…………………………………………………………… 51 第三章組織信任之理論基礎……………………………………………… 52 第一節信任對於組織之重要性…………………………………………… 52 第二節建立組織信任的條件……………………………………………… 55 第三節社會資本觀點下的組織信任……………………………………… 60 第四節小結………………………………………………………………… 66 第四章組織公民行為之理論基礎………………………………………… 72 第一節組織公民行為對於組織之重要性………………………………… 72 第二節組織公民行為之相關理論………………………………………… 74 第三節社會資本觀點下的組織公民行為………………………………… 81 第四節小結………………………………………………………………… 86 第五章結論與建議………………………………………………………… 90 第一節結論………………………………………………………………… 90 第二節後續研究建議……………………………………………………… 93 參考文獻…………………………………………………………………… 95 一、中文部分……………………………………………………………… 95 二、英文部分……………………………………………………………… 101 圖目錄圖1：本文之研究流程…………………………………………… 5 圖2：本文之研究架構…………………………………………… 51 表目錄表1 ：信任之定義列表…………………………………………… 10 表2 ：組織信任分類表…………………………………………… 15 表3 ：影響值得信任的重要特質………………………………… 17 表4 ：Podsakoff et al.所提出之組織公民行為七構面意涵… 26 表5 ：各學者對組織公民行為之定義…………………………… 27 表6 ：各學者對組織公民行為之分類…………………………… 28 表7 ：組織公民行為之主要研究………………………………… 31 表8 ：組織公民行為構面分類列表……………………………… 31 表9 ：組織公民行為相關研究變項……………………………… 33 表10 ：社會資本之定義列表………………………………………38 表11 ：社會資本的種類及其特性比較表…………………………44
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