A Study of Relationships among Organizational Justice, Organizational Cmmitment and Service Attitude in the Financial Industry

• Main Authors: Chang,Hui-Chu, 張惠珠
• Other Authors: Yang,Ya-Tang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/93368413592378220008

碩士 === 育達商業技術學院 === 企業管理所 === 94 === This study empirically examines the relationship among organizational justice, organizational commitment and service attitude in the financial industry. Employees play important roles in dealing with customers in the financial industry as a result of service attributes. However, few researches have studied the subject. The purpose of this study is to explore the effects of organizational justice and organizational commitment to service attitude in the financial industry. Based on literature review and logic deduction, this study discovers that the relationship among the three variables needs further clarification and description. The 250 usable questionnaires were collected from 441 employees by adopting surveys as the instrument of data collection in 15 different financial groups in MiaoLi County（response rate=57%）. This study finds the shortage of procedure justice may be caused by the symbol that works standardization in financial industry. Summarized and analyzed the 250 screening samples by testing the research hypotheses through SPSS11.5 statistical software, the study provides the following three supports . （1）Different personal characteristics affect service attitude. A significant influence is found existing on different personal characteristics, such as gender, position, salary, age, marital status, educational level and job tenure. （2）Justice affects service attitude. Organization justice positively and directly affects cognitive attitude and affective attitude, but indirectly affects negative attitude which can be only influenced by organization commitment. （3）Commitment affects service attitude. Commitment positively and directly affects cognitive attitude and affective attitude; furthermore, it directly reduces negative attitude