| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 99 === The purpose of this study is to explore the relationship between positive psychological capital, job engagement, service climate and service-oriented organizational citizenship behavior.The research is analyzed with questionnaires collected from service persons in five different telecommunication companies in Taiwan.Total 634 questionnaires were administered and 605 effective respondents were acquired.The data was analyzed by factor analysis, reliability analysis, descriptive statistics, t-test, ANOVA, person product moment relationship analysis, and measured by SEM model to examine the relationship among the constructs.The major result of this study is as following:
1. Positive psychological capital has positive effect on the job engagement, service climate and service-oriented organizational citizenship behavior.
2. Job engagement has positive effect on the service climate and service-oriented organizational citizenship behavior.
3. Job engagement and service climate moderate positively the relationship between positive psychological capital and service-oriented organizational citizenship behavior.
4. Service climate moderate positively the relationship between job engagement and service-oriented organizational citizenship behavior.
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