本研究為探討「組織公民行為」與「組織效能」之關係，以及其調節變數：「薪資系統」、「單位員工年資」、「工作任務相依性」、「員工技能」對於兩者關係的影響。

　　本研究之研究變數資料的取得主要以透過發放問卷的方式。問卷類型共包括兩種：主管問卷與員工問卷。總計本研究共發出145組問卷（主管問卷145份，員工問卷725份），回收131組問卷，回收率為90%。最後的有效樣本為108組（主管問卷108份，員工問卷517份），有效問卷率為82﹪。問卷資料經由初步統計分析歸納計算出各變數數值，再分別以相關分析、迴歸分析、層級迴歸分析來探討變數彼此之間的關係。

　　研究結果顯示：（1）組織公民行為與組織效能兩者呈現正向之關係。（2）薪資系統僅在「組織公民行為與薪水福利」、及「組織公民行為與工作」之關係上具有顯著地正向調節作用。（3）單位員工年資對於組織公民行為與組織效能之關係具有負向之調節作用。（4）工作任務相依性僅在「組織公民行為群體凝聚力」、「組織公民行為與薪水福利」、「組織公民行為與主管」之關係上達顯著的正向調節作用。（5）員工技能對於組織公民行為與組織效能之關係具有正向之調節作用。

　　本研究主要貢獻在於：嘗試驗證組織公民行為與組織效能間之調節變數的調節作用，並部分獲得證實；以及突破目前相關研究在抽樣對象僅限於單一組織與樣本數目上的限制。希望藉此提供給後續之研究者在思考該類相關研究與做法上的啟發，以及對於實務界人士在進行招募甄選、工作設計等人力資源措施上的思考方向。

　　Although the issue of organizational citizenship behaviors (OCB) has already attracted many academics and practitioners in exploring its antecedents, not much empirical evidence have been provided to validate its impact on firm success. This research tries to overcome this pitfall and investigate the relationship between OCB and organizational effectiveness. Taking service companies in Taiwan as our research target, this study aims to explore the connections between OCB and organizational effectiveness, namely unit performance, group cohesiveness and unit employees’ job satisfaction. Furthermore, the potential moderating effects coming from compensation system, unit member’s tenure, task interdependence and unit members’ skill were also examined. Hierarchical regression was used as main tool to test research hypotheses.

　　The empirical results can be summarized as following four points. First, three OCB dimensions, conscientiousness and harmony, identification with organization, and altruism toward colleagues are partially associated with group cohesiveness and unit employees’ job satisfaction. Second, the interaction between employees’ identification with organization and compensation system can significantly impact on the perceived satisfaction about their job and reward. Third, the interaction between OCB dimensions and unit member’s tenure negatively impacts on group cohesiveness and unit employees’ job satisfaction. Fourth, the interactions between conscientiousness, harmony and task interdependence have significant effects on group cohesiveness. On the other hand, task interdependence can also moderate the relationships between employees’ identification with organization and perceived satisfaction about their jobs, rewards and supervisor’ leadership. Fifth, the interaction between conscientiousness, harmony, and the unit members’ skill can significantly impact on unit employees’ job satisfaction.

　　Compared with other OCB research, this study is quite unique in the following three points. First, the sample size is relatively bigger. Second, research samples were collected from various companies rather than in one specific firm. These two characteristics mean that we have more confidence to generalize the research results into other service companies. Third, the impacts of moderating variables were examined in this study, which is not available in the relevant research.

1.李志宏，組織公民行為意圖影響因素之研究－以兩岸資訊從業人員為例，中央大學資訊管理研究所博士論文，民國89年。
2.林淑姬，薪酬公平、程序公正與組織承諾、組織公民行為關係之研究，政治大學企業管理研究所博士論文，民國81年。

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