服務業人員之組織歸屬感、心流經驗與正向行為之關係：瘦身美容業實證研究
摘要
This study attends to explore that how the positive behaviors of employees in a service organization setting can be triggered and also know its trajectory. By integrating the positive organizational behavior with self-determination theory, the current study hypothesizes that, in order to increase the work performance in the daily service job, service workers first need to search for internal social support and sense of belonging continually through building the employee-organizational relationships, which will consequently engage the employees’ flow experience in their service process by interacting with customers, and then this sense of flow experience will finally affect service workers’ job performances as well as innovative service behaviors. By collecting survey data from the largest beauty salon organization in Taiwan, we test those hypothesized relationships among organizational belonging, flow experience, and positive behaviors empirically. Results supports that there are some mediating effects existed between organizational belonging and two kinds of positive organizational behaviors, service performance and innovative behavior, but no mediating effect with sale performance. In the end, the paper concludes with theoretical and practical implications.