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URN etd-0617110-114329 Statistics This thesis had been viewed 2872 times. Download 1341 times. Author Yu-Jiun Shin Author's Email Address No Public. Department Management Business Administration Year 2009 Semester 2 Degree Master Type of Document Master's Thesis Language zh-TW.Big5 Chinese Page Count 100 Title A STUDY ON THE RELATIONSHIP BETWEEN SERVICE CLIMATE AND EMPLOYEE WELL BEING IN THE METAL PROCESSING INDUSTRY Keyword job satisfactory employee well-being philological dysfunction job-induced tension Service climate and intentions to remain. and intentions to remain. Service climate job-induced tension philological dysfunction employee well-being job satisfactory Abstract After the migration of traditional industry to China, the metal processing industry faces the business environment with fierce competition, and only good service quality will enable the company to obtain the advantages of competition market. Hence, the latest business trend in the metal material processing industry is to increase non-price competitiveness. It means improving service climate to meet the requirements of customers, and to create new competitive advantages. From this we can understand that improving service climate is the key source of competitive advantages. However, few studies have investigated the correlation between service climate and employee well being, such as job-induced tension, psychological dysfunction, job satisfaction and intentions to remain. Therefore, the aim of this study is to investigate the relationship between service climate and employee well being in the metal processing industry by survey method. Service climate is the independent variable, job-induced tension, job satisfaction, psychological dysfunction are the mediator variables, and intentions to remain is dependent variable. The subjects are the employees of the metal processing industry in Taiwan.
The conclusion shows that service climate has a significant positive impact on job satisfaction, and a significant negative impact on job-induced tension; however, service climate has no effect on job satisfaction (mediated by job-induced tension). Job satisfaction has a significant positive impact on intentions to remain, and psychological dysfunction has a significant negative impact on it. The impact from service climate on intentions to remain is mediated by job-induced tension, psychological dysfunction and job satisfaction, and it is a significant positive impact.
To increase the employees’ intentions to remain at the metal processing industry, this study suggests that the company should :
1.Create a positive service climate and see the employees as internal customers, in order to strengthen the internal learning of employees, and increase their understanding of internal procedure. Hence, the company could improve the working efficiency of employees as well as increase its revenue and pretax profit. Eventually, they become the real rewards for employees. (visible employee well-being)
2.Increase employee’s well being/well being climate (invisible staff well- being), to improve the employees’ job satisfaction and intentions to remain.
3. Provide the employees with competitive salary and opportunity of promotion within the organization in order to reduce or eliminate the employee’s job-induced tension.
Advisor Committee Hao-Erl Yang - advisor
none - co-chair
none - co-chair
Files Date of Defense 2010-06-03 Date of Submission 2010-06-21