How Ethical Climate and Organization Identification Affect Frontline Service Employees’ Work Engagement

• Main Authors: CHENG,PEI-HUA, 程姵樺
• Other Authors: YANG,JING-FUH
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/2nu94n

碩士 === 國立高雄科技大學 === 行銷與流通管理系 === 107 === In recent years the turnover rate of frontline employees has been rising. The frontline employees represent the image of the whole company in the eyes of customers. The managers of enterprises should pay attention to the management of personnel, and good employees can bring good services to customers. For a long-term competitive advantage, companies must also create a good ethical climate, retain good employees, reduce turnover intentions, and increase employee coherence. This study takes the frontline service employee as the research object. To explore a well-organized ethical climate can reduce the turnover intention of employees. Based on previous literature, this study proposes a research structure consisting of five variables: ethical climate, organizational identification, work engagement, work satisfaction, and turnover intention, and explores its relevance. Through the paper questionnaire , were collected total of 351 valid questionnaires . The analysis showed that the ethical climate will positively influence the organization's identification, and the organizational identification can positively influence the work engagement. The work engagement can positively affect the work satisfaction . Finally, work satisfaction has a negative impact on turnover. Finally, the theoretical and practical implications, research limitations and suggestion for future research.