组织支持对教师顾客导向行为的影响－心理契约的中介角色

The Influence of Organizational Support on Teacher's Customer-Oriented Behavior-Mediating Role of Psychological Contract Abstract

组织支持是影响员工工作态度及行为的重要因素，本研究将员工工作态度及行为聚焦在教师对家长的顾客导向行为，且提出心理契约为中介变项，以验证心理契约在组织支持对教师顾客导向行为影响关系上的中介角色。本研究以高雄县国民小学正职教师为母群体，并以立意抽样方式回收有效问卷共362份，且以结构方程模式进行验证性因素分析及潜在变项路径分析。本研究结果显示知觉组织支持对教师心理契约有显着正向影响；心理契约对教师顾客导向行为也有显着正向影响。再者，知觉组织支持会经由心理契约的中介而影响教师的顾客导向行为。

Organizational support is an important factor that influences employees' work attitude and behavior. In this study, the work attitude is focused on the customer-oriented behavior of teachers when they interact with student's parents. Besides, this study proposes ”psychological contract” as a mediator to verify its mediating role on the impact of organizational support on teacher's customer-oriented behavior.The study is based on the formal teachers in public elementary schools in Kaohsiung County and there are 362 valid questionnaires acquired through purposive sampling method. Structural Equation Modeling (SEM) is used to test confirmatory factor analysis and analyze the path of the potential variables. The results are that perceived organizational support has significantly positive influence on teacher's psychological contract, and psychological contract also has significantly positive influence on teacher's customer-oriented behavior. In addition, the study also finds that organizational support has influence on teacher's customer-oriented behavior through psychological contract.