| Summary: | 碩士 === 義守大學 === 管理碩博士班 === 105 === In September 2016, government of the Republic of China has launched the “New Southern Policy” to promote the corporations among Taiwan and Southeast Asia’ countries. Every countries and region have their own cultural characteristics. Therefore, cross-cultural research is necessary.
Service industries provide products (i.e., services) which are difficult to quantify, wherefore unable to be measured objectively. In many cases, scholars have been examed service quality from customer satisfaction. Moreover, measuring the interaction between customers and frontline employees is also an effective way to detect customer satisfaction. Employees are valuable assets of companies. They play crucial role for organizations’ business success. For this reason, how to improve firstline employee’s job attitude and work efficiency is a prominent issue both in academia and business. Employees’ mentality (e.g., job engagement) and activity (e.g., organizational citizenship behavior) are two main managial focuses. Employees from service industries are unable to avoid interacting with people. Therefore, companies should create unique and efficient work enviroment to improve their employees’ job performance. Thus, social support in workplace may influence employees’ job engagement, then lead to employees’ organizational citizenship behavior. When service climate as work context, it may also affect the relationship between social support and employees’ job engagement.
There are two research objects in this study. First, this research had taken frontline employees from service industries in Taiwan and Vietnam. Second, this research investigates the relationship between perceived social support of employees and employees’ OCB via employees’ job engagement under companies’ service climate. The questionnaire in this research adoptes many foreign scholars'' scales, and then modifies by expert opinions and step-by-step validation. There were 372 samples collected and 239 of them were valid. Response rate was 87.86%.
The result of this research shows there is partial positive relationship between social support and job engagement. So is the positive relationship between job engagement and OCB. More importantly, job engagement partially mediates the relationship between social support and OCB. Finally, service climate partially moderates the relationship between social support and job engagement. The research suggests that organizations should create better service climate to promote the interaction quality among employees in workplace, enhance employees’ well-being and job engagement, and then motivate employees to display more organizational citizenship behaviors.
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