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角色衝突對服務業員工離職意圖之影響 = The Influence of...

國立高雄大學亞太工商管理學系碩士班

角色衝突對服務業員工離職意圖之影響 = The Influence of Role Conflicts on Turnover Intention of Service Employees

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	The Influence of Role Conflicts on Turnover Intention of Service Employees
作者:	林豪偉,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2009[民98]
面頁冊數:	62面圖、表 : 30公分;
標題:	服務業員工
標題:	Role Conflicts
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/37632788389299765172
附註:	指導教授：黃明新、李亭林
附註:	參考書目：面
摘要註:	由於跨界的角色性質，會使服務業工作者很有可能遭遇到不相容的工作需求或預期，這將會產生角色衝突，相對其他產業來說，服務人員似乎會體驗到比較大的角色衝突，因為他們的工作內容是跨越了兩種工作環境，不僅要面對組織外部的需求，同時要滿足組織內部的要求，故常會發生角色預期衝突，而對組織而言員工的離職被視為是公司的營運成本，因此，本研究旨在探討了角色衝突與離職意圖之間的關係，並進一步提出概念模型來檢驗男女之間的差異問卷調查對象為台灣地區的餐廳及便利商店員工，期間總回收有效問卷457 份。本研究利用結構方程模式檢驗變數間的關係，並透過巢式模式(nestedmodel)檢驗男女之間的差異。結果發現，「角色衝突」會正向影響員工的工作壓力，且「角色衝突」也會透過工作壓力、工作對家庭衝突和家庭對工作衝突來影響離職意圖。此外，巢式模式的分析結果指出，女性員工一旦遭遇角色衝突時會產生較大的工作壓力和工作對家庭衝突，當遭遇到工作對家庭衝突時也會產生較大的工作壓力和離職意圖，而男性員工遭遇角色衝突時則是會產生較大的家庭對工作衝突，當遭遇到家庭對工作衝突時也會產生較大的工作壓力和離職意圖，最後提出本篇的管理意涵幫助管理者降低員工的離職率，為公司留下優秀的人才。 Research indicates that employees in boundary-spanning positions, whose jobs involve direct interaction with customers or clients, will face conflicting demands from customers, supervisors, and coworkers. These conflicting role expectations appear to be a major component of work-related role stress. Being viewed as the cost of organizational operations, employees’ turnover intention is one of the managerial issues that organization has been interested in among the issues of efficient management. Thus this study investigates the influence of role conflicts on turnover intensions of service employees. Specifically, a conceptual model is proposed to examine the differences between male and female employees. A survey with questionnaire conducted to collect data is sent to service employees in a restaurant and several convenience stores in Taiwan. A total of 457 participants complete the required information. We perform structural equation modeling (SEM) to examine the path estimates among constructs, and nested structural equation models are conducted to test the gender-based difference. Results indicate that role conflicts have significant and positive effects on employees’ job stress, and role conflicts influence turnover intention through work-family conflict,family-work conflict, and job stress. The results of nested models indicate that role conflicts affect female employees’ job stress and work-family conflict more strongly than it does male’s while work-family conflict has stronger effects on job stress and turnover intention among females. On the other hand, role conflicts affect male family-work conflict more strongly than it does female’s while family-work conflict has stronger effects on job stress and turnover intention among males. The managerial implications of this research may help service organizations for understanding the issues of turnover intention and role conflicts, and keep valuable human capital within the organization.

角色衝突對服務業員工離職意圖之影響 = The Influence of Role Conflicts on Turnover Intention of Service Employees
林, 豪偉

角色衝突對服務業員工離職意圖之影響 = The Influence of Role Conflicts on Turnover Intention of Service Employees / 林豪偉撰 - [高雄市] : 撰者, 2009[民98]. - 62面 ; 圖、表 ; 30公分.
指導教授：黃明新、李亭林參考書目：面.
服務業員工Role Conflicts

角色衝突對服務業員工離職意圖之影響 = The Influence of Role Conflicts on Turnover Intention of Service Employees
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