大專院校為因應少子化現象，因此積極招收境外學生，政府也逐步開放相關政策，使來台就學之境外學生人數逐年上升，讓校內境外生比率逐年成長。圖書館有服務讀者之使命，需理解不同讀者的需求及圖書館使用行為，讓圖書館在國際化的浪潮下，可以提供更好的資源與服務。 本研究之研究目的有五點：（一）探討本地與境外大學生之資訊需求。（二）探討本地與境外大學生之圖書館使用情形。（三）探討本地與境外大學生之學校圖書館滿意度看法。（四）探討大學生使用圖書館與滿意度的影響因素，以國藉、性別、年級、院別進行探討。（五）探討與比較境外生與本地生資訊需求、圖書館使用、滿意度的差異。 為獲得研究結果，本研究透過文獻分析具體建構出「圖書館使用」三構面19項指標及「使用滿意度」三構面24指標之調查問卷，做為調查大學生圖書館使用及使用滿意度的評鑑工具。本問卷對龍華科技大學日間部大學生實際發放問卷調查，獲得以下結論：（一）本地和境外生的資訊需求以課業及休閒為主。（二）本地生最多人使用圖書館空間，境外生則最多人使用圖書館館藏。（三）本地生最滿意圖書館服務，境外生最滿意圖書館空間。（四）國籍是影響圖書館使用及使用滿意度的重要因素。（五）境外大學生仍未全面使用過圖書館。（六）本地生對圖書館期望落差大於境外生。 針對所獲得的研究結果，本研究也提出幾點建議：（一）加強宣傳圖書館，提高大學生使用圖書館的頻率。（二）因應資訊化時代，電子出版興起，圖書館需提高學生電子資源使用率。（三）增加圖書館各項館藏資源新穎性與多元性，吸引讀者使用。（四）重視圖書館空間的各項指標，滿足本地及境外大學生的需求。（五）深入了解不同身分讀者之需求，提供差異化的資源與服務。（六）提升圖書館整體滿意度，增加大學生使用圖書館的意願與頻率。 / To cope with the phenomenon of low birthrate, universities actively recruit overseas students. The government also implements some relevant policies to increase the number of overseas student in Taiwan every year. With the mission of providing best resources and services to the users, the library should fulfill the needs of different users with different using behaviors under the tide of globalization. Purpose of this study has five points: The first is to investigate the information needs of local and overseas college students. The second is to investigate the library use of local and overseas college students.The third is to investigate the library use satisfaction of local and overseas college students. The fourth is to explore the influencing factors of library usage and satisfaction of college students based on nationality, gender, grade and institution. The fifth is to explore and compare the information needs, library usage, and satisfaction between overseas students and local students. To get the research results, a survey questionnarire has formed based on the methodology of literary analysis to evaluate local and overseas college students concerning library use, satisfation and importance. This questionnaire contains "library use" three facets of 19 indicators and "satisfaction" three facets of 24 indicators as an evaluation tool for the investigation of college students ' library use and satisfaction evaluation tool. The surveys are sent to Longhua University of Science and Technology students. Results are as shown below. A. Local and overseas information needs to focus on school work and leisure. B. The largest portion of local students use the library space, and the largest portion of overseas students use the library collection. C. Most of local students most satisfied with the library services, overseas students most satisfied with the library space. D. Nationality is an important factor influencing library use and satisfaction. E. Overseas students have not fully used the library collections, space and services. F. Local students are more dissatisfied library than the overseas students. According to the research results, this study also several suggestions: A. Intensify publicity on library collections and services, and increase the frequency of using the library. B. In response to the information age, the rise of electronic publishing, the library needs to improve students' electronic resource usage. C. Enhance the library collection novelty and diversity to attract readers to use. D. Focusing on indicators falling within the library space, meet the needs of both local and overseas college students. E. Understand the needs of different students and provide differentiated collections and services. F. To enhance the overall satisfaction of the library and increase the willingness and the frequency of library using rate.

本研究指在探討學校型態實驗教育學校之家長選擇權與學校滿意度，採用「學校型態實驗教育家長選擇權與學校滿意度之調查問卷」，以臺灣地區學校型態實驗教育學校之家長為研究對象，有效問卷共564份。資料回收以描述性統計、因素分析、項目分析、交叉分析、皮爾森積差相關、獨立樣本t考驗、單因子變異數分析、迴歸分析等統計方法進行分析，其研究結果如下： 一、 學校型態實驗教育學校之家長的入學資訊來源重要性依序為親身觀察學校、依孩子學習狀況與取向共同討論、學校辦理實驗教育情形、參與該校活動等為主要參考訊息。 二、 家長選擇權首重為學習與適應，接著為教育專業及行政與環境。 三、 家長對學校滿意高低依序為教師教學與學生表現、行政服務與家長參與。 四、 不同教育程度、家庭收入、職業、學區、是否為轉學生的學校型態實驗教育家長，在家長選擇權的知覺上有差異。 五、 不同教育程度、家庭收入、職業、學區的學校型態實驗教育家長，在對學校滿意度的態度上有差異。 六、 學校型態實驗教育的家長在家長選擇權與對學校滿意度具有高度正相關。 七、 學校型態實驗教育學校的家長在家長選擇權對學校滿意度具有預測力。 根據研究結果，對學校型態實驗教育之實務、規劃、未來研究提出相關建議。 / The purpose of this research was to understand a study of school choice and satisfaction survey of school-based experimental education. “Questionnaire of school choice and satisfaction survey of school-based experimental education” was delivered to the parents, whose children were studied in of school-based experimental education in Taiwan. There were 564 valied questionnaires. Statistical techniques used to analyze the collected data are descriptive statistics, t-test, one-way ANOVA, Pearson’s product-moment correlation and multiple regression analysis methods. The results were as follows: 1. As to admission information, parents put an emphasis on four factors, the degree in order is: personal observation, according to the child learning situation and orientation to discuss, view on school-based experimental, participate in school activities. 2. As to school choice, the degree in order is: student learning and adaptation, school education concept and teacher 's teaching, school administration and parental communication and environmental equipment. 3. As to satisfaction survey of school-based experimental education, in descending order is: teachers' teaching and student learning, school administration and parent-teacher communication. 4. Parents with different background showed significant differences on decision making for choosing school. 5. Parents with different background showed significant differences on school satisfaction. 6. There was significant canonical correlation between decision making for choosing school and school satisfaction. 7. The choosing school variables can significantly predict the parent’s satisfaction of school. The research findings and suggestions can serve as reference for educational authorities, elementary school principals and subsequent related studies.

本研究旨在瞭解臺北市國民中學校長服務領導、教師情緒勞務與教師工作滿意度之關係。本研究採問卷調查法，共計抽樣47所學校，發出565份問卷，回收408份有效問卷，問卷可用率達72.2%。資料處理採用描述性統計分析、獨立樣本t檢定、單因子變異數分析(ANOVA)、Pearson積差相關及多元迴歸分析等統計方式進行統計分析。本研究分析結果分述如下： 一、臺北市國民中學校長服務領導為中高程度，以「楷模倡導」最高，「真誠感召」最低。 二、臺北市國民中學教師情緒勞務為中高程度，以「真情演出」最高，「深層演出」最低。 三、臺北市國民中學教師工作滿意度為中高程度，以「同僚關係」最高，「校長領導」最低。 四、不同「性別」、「職務」及「學校規模」之教師知覺校長服務領導之整體或分層面上有顯著差異。 五、不同「學校規模」之教師知覺情緒勞務之整體或分層面上有顯著差異。 六、不同「年齡」、「教育程度」、「服務年資」、「擔任職務」及「學校規模」之教師知覺教師工作滿意度之整體或分層面上有顯著差異。 七、臺北市國民中學校長服務領導、教師情緒勞務與教師工作滿意度呈現中度正相關。 八、臺北市國民中學校長服務領導、教師情緒勞務對教師工作滿意度具有預測作用。 / The purposes of this study was to investigate the relationships among the principals’ servant leadership, the emotional labor of teacher and the teachers’ job satisfaction in the junior high schools in Taipei City. The Questionnaire survey method was applied. The samples include 47 schools and 565 questionnaires were distributed. There were 408 valid questionnaires used finally in the statistic analysis and the usable rate was 72.2%. The data was analyzed by the methods of descriptive statistics, independent t-test, one-way ANOVA, Pearson correlation and multiple regression analysis. The conclusions of this study are as follows: 1.Junior high schools teacher’s perception of principals’ servant leadership is above average, in which the item “model behavior persuasiveness” was the highest, and the “honesty” was the lowest. 2.Junior high schools teacher’s perception of teacher’ emotional labor is above average, in which the item “genuine acting” was the highest, and the “deep acting” was the lowest. 3.Junior high schools teacher’s perception of teacher’ job satisfation is above average, in which the item “colleague relationship” was the highest, and the “principal leadership” was the lowest. 4.There are significant differences in the junior high schools teachers’ perception of principals’ servant leadership in terms of gender, duty and the scale of the schools. 5.There are significant differences in the junior high schools teachers’ perception of teachers’ emotional labor in terms of the scale of the schools. 6.There are significant differences in the junior high schools teachers’ perception of teachers’ job satisfaction in terms of age, education, length of service of school, duty and the scale of the schools. 7.There is a positive correlation among the principals’ servant leadership, teachers’ emotional labor, and teachers’ job satisfaction. 8.Principals’ servant leadership and teachers’ emotional labor have a predictive effect on teachers’ job satisfaction.

從銷售角度看，目前音樂錄音市場中的CD已漸趨式微，而曾被CD逼向日薄西山的黑膠，反而自數年前起異軍突起，目前已和數位下載有不相上下的成長率。黑膠持續存在市場的原因，是因為數位的音質無法令聽覺敏感者滿意，加上近年來，黑膠的價格在市場競爭下，不若以往高不可攀，也讓許多年輕族群趨之若鶩。本研究著重黑膠市場復興之行銷策略，並且從「購買動機」、「認知價值」、「服務品質」、「顧客滿意度」以及「顧客忠誠度」作研究變數，檢視個案「古碟公司」銷售黑膠營運策略。研究目的有五點：（一）探討購買動機、認知價值、服務品質對顧客滿意度及顧客忠誠度構面之意涵。（二）檢定購買動機、認知價值、服務品質對顧客滿意度及顧客忠誠度構面之關係。（三）探究人口統計項與購買動機、認知價值、服務品質對顧客滿意度及顧客忠誠度構面是否具有顯著差異性。（四）檢定顧客滿意度對顧客忠誠度是否具有顯著差異性。（五）依據量化與質化的研究，對古碟公司提出行銷策略建議。 本研究主要調查對象為到誠品音樂館購買黑膠的消費者，由於黑膠市場屬於小眾市場，問卷樣本相當有限，經誠品音樂館北中南店長鼎力協助，總共蒐集到有效樣本100份。研究結果發現：購買黑膠之顧客最為重視的是「認知價值」，其中又以「商譽」「行為與貨幣價值」最為重視。 最後，本研究針對古碟公司提出七點建議，期盼研究能與實務作出結合。 關鍵字：黑膠、誠品音樂館、購買動機、認知價值、服務品質、顧客滿意度、顧客忠誠度 / From a sales perspective, current CD in the recorded music market has declined, while that vinyl was cornered by CD, but since a few years ago, a dark horse, now and digital downloads are comparable to the growth rate. Vinyl continued market reasons, is because digital sound quality cannot have satisfactory hearing sensitivity, coupled with recently, vinyl prices under market competition, if not unattainable in the past, so many young people in droves. This study focuses on vinyl marketing strategy, with “Purchase Motivation”, “Perceived Value”, “Service Quality”, “Customer Satisfaction” and “Customer Loyalty” as research variables. There are four research purposes：(A) Investigating the meaning of vinyl Purchase Motivation, Perceived Value, Service quality, Customer satisfaction and Customer loyalty. (B) Examing vinyl Purchase Motivation, Perceived Value, Service quality, Customer satisfaction and Customer loyalty. (C) Exploring demographic variables whether there are significant differences with vinyl Purchase Motivation, Perceived Value, Service quality, Customer satisfaction and Customer loyalty or not. (D) Based on quantitative and qualitative research, give the case ''Goodiscs'' Vinyl Company’s marketing suggestions. This research survey was conducted in consumers from Eslite Music Center. A total of 100 valid samples were collected. The results showed that, in ''Goodiscs'' Vinyl Company, customers value “Perceived Value”, among which "Reputation of a firm's product”, “Monetary value and Behavioral price" the most. Finally, this study presents seven recommendations for “Goodiscs'' vinyl company, hoping to combine research with reality. Keywords: Vinyl, Eslite Music Center, Purchase Motivation, Perceived Value, Service Quality, Customer Satisfaction, Customer Loyalty

人之性格與行為到底是由與生俱來的先天因素（nature）抑或環境行為等後天因素（nurture）決定呢？這方面的爭議是心理學家數十年來的興趣。然而，近十年中工業與組織心理學家才開始注意到，工作滿意與工作價值觀之氣質（disposition）源起與影響程度。本研究之目的，即在探討「五大人格特質」、「工作價值觀」、「工作滿意」三者間的關係。 本研究所使用的樣本乃為台灣之某一國營企業員工，有效樣本共568位。研究結果發現：五大人格特質與工作滿意是有所關係的，其中嚴謹自律性、外傾支配性、和善性分別對工作滿意具有預測力。五大人格特質對於內在滿意的影響則高於外在滿意；此外，研究者亦提出實徵數據佐證五大人格特質是可以有效地預測工作價值觀，解釋量約為45%；而且工作價值觀也會影響工作滿意且關係密切，與西方或是東方之台灣與韓國的研究相當一致。最重要的是本研究也發現工作價值觀(之工作目的性價值觀與工作手段價值觀均)為五大人格中之嚴謹自律性與內在滿意以及外向性與一般滿意之中介變項。此外，工作手段價值觀僅為五大人格中之和善性與一般滿意之中介變項。 綜合本研究結果與發現，研究者指出本研究之限制與未來研究方向，嘗試整合工作滿意之人格氣質緣起的架構並建立模式。以供工業與組織心理學家以及組織行為學者作為參考。 關鍵字：五大人格特質、工作價值觀、工作滿意、中介變項、氣質 / For decades, the debate over the issue of whether personalities and behaviors of human beings are determined by Nature or Nurture has been one of the major research interests of psychologists. However, it was not until the past ten years that industrial/organizational psychologists started to notice the dispositional sources of and their effects on job satisfaction and work values. In line with this trend, the present study aimed to investigate the relationships between the Five Factor Model of Personality (FFM, also known as the Big Five), work values, and job satisfaction. The study sampled 568 employees from one of the state-operated enterprises in Taiwan, and the Big Five was found to be related to job satisfaction, which could be predicted by Conscientiousness, Extraversion, and Agreeableness, respectively. The influence of the Big Five over intrinsic satisfaction was higher than that over extrinsic satisfaction. In addition, the researcher provided empirical data to substantiate the notion that the Big Five could predict work values effectively, accounting for 45% of the variance. The finding of a strong association between work values and job satisfaction was consistent not only with other research results obtained from eastern countries such as Taiwan and Korea, but also with those obtained in the West. Most important of all, terminal and instrumental work values were found to be the mediator between Conscientiousness and intrinsic satisfaction, as well as that between Extraversion and general satisfaction. However, only terminal work values served as the mediator between Agreeableness and general satisfaction. Summing up the results and discoveries of the present study, the limitations of it were pointed out, and directions for further investigation were suggested. Trying to construct a model by integrating the dispositional sources of job satisfaction and work values into a framework, the researcher wished to provide a footstone of future research for other industrial/organizational psychologists as well as organizational behaviorists. Keywords：Five Factor Model of Personality；FFM；Big Five；disposition；work values；job satisfaction；mediator

過去有關服務品質的研究大都以服務的特性(如可靠度、反應力等等..)做為服務品質的構面去探討每一構面對整體服務品質的影響，本研究則以服務的種類做為服務品質的構面去探討不同服務的服務品質對整體服務品質的影響。 根據Grönroos (1990) 對服務所做的分類，本研究將服務分成核心服務、輔助服務以及支援性服務，探討這三種服務對整體服務品質的影響力。 此外，在Zeithaml & Bitner (1996) 所提出的「顧客知覺品質與顧客滿意度關係圖」中認為滿意度直接受到知覺服務品質、知覺產品品質、知覺價格的影響，本研究便據此去探討整體服務品質對顧客滿意度的影響。此外，更進一步去探討顧客滿意度與顧客忠誠度之間的關係。 由於本研究主要著重在服務品質的探討，因此選定幾無實體商品的信用卡產業做為研究客體，探討知覺服務品質及知覺價格對滿意度的影響，而不探討知覺產品品質的影響。 根據Grönroos對核心服務、輔助服務以及支援性服務所下的定義，核心服務指的是企業在市場上生存的理由，應用在信用卡產業即為信用卡所提供「延遲付款」的利益以及旅遊保險、道路救援等等服務；輔助服務是企業為了讓顧客能使用核心服務所提供的服務，企業以此做為競爭的手段，增加差異化的程度，應用在信用卡產業即為客服中心所提供的服務；支援性服務是企業為了增加整體服務吸引力所提供的服務，應用在信用卡產業即為發卡銀行的企業形象及所參與的公益活動等等。 本研究共回收382份有效問卷，以247份進行LISREL分析，得到以下的結果。 在服務種類和整體服務品質的關係上，核心服務和支援性服務對整體服務品質並無顯著影響。唯有輔助服務(客服中心)對整體服務品質有顯著影響。顯示在核心服務與支援性服務易於模仿而日益趨同的情況下，輔助服務(客服中心)對消費者在評估整體服務品質時所具有的重要性已超越其他種類的服務。 在影響滿意度的因素上，研究結果顯示，整體服務品質與價格皆會影響顧客滿意度，且服務品質的影響力大於價格的影響力。此外，在滿意度和忠誠度的關係上，結果顯示，兩者之間呈正相關。 本研究以服務的分類去探討不同種類服務對整體服務品質的影響，並與Zeithaml & Bitner所提出的架構做一連結，提供未來學術研究在探討影響服務品質的構面時一個新的方向。 / In the past, in the literature research on service quality, the characteristics of service such as reliability, responsiveness, and etc. were regarding as the dimensions of service quality to study the influence of each dimension on whole service quality. This research is taking the category of service quality as the dimensions of service quality to study the influence of different kinds of service on whole service quality. According to Grönroos’s study on the category of service in 1990, this study is divided service into core service, facilitating services and supporting services to realize the influence of these three kinds of service on whole service quality. Furthermore, in the framework “Customer perception of quality and customer satisfaction” proposed by Zeithmal and Bitner’s, satisfaction is directly influenced by perceived service quality, perceived product quality, and perceived price. According to this reference, this study is to discuss the influence of whole service quality on satisfaction. In addition, this study would Because this study emphasizes on the study of service quality, the main focus in on credit card to investigate the influence of perceived service quality and perceived price on satisfaction, rather than the influence of perceived product. According to the definition of core service, facilitating services and supporting services proposed by Grönroos, core services are the reasons for being on the market. Applied to credit card, the core services are the benefit of deferred payment, travel insurance, road rescue, and etc. Besides, facilitating services are the services that facilitate the use of the core services. Applied to credit card, the facilitating services are the services call centers could supply. In addition, supporting services are used to increase the value and/or to differentiate the service from the services of competitors. Applied to credit card, supporting services are the image of the company and the activities for public warfare or charity the company holds or joins. This study collects 382 copies of valid questionnaires and later LISREL analysis is carried out with 247 copies. The results are as follows. With the relationship between service category and whole service quality, core service and supporting services has no significant influence on whole service quality. Only facilitating services—the services call center supplies—have significant influence on whole service quality. It shows that under the situation that the core services and supporting services are imitated easily and equaled gradually, the importance of facilitating services is beyond any other kinds of services when consumers evaluating the whole service quality. As to the factors that influence satisfaction, whole service quality and perceived price both have significant influence of satisfaction, and whole service quality has more influence than price. In addition, with the relationship between satisfaction and loyalty, the two variables are positively related. This study is to discuss the influence of different kinds of services on whole service quality and create a linkage between services category and the framework proposed by Zeithaml and Bitner. Also, the study wishes to provide a new direction for future literature research regarding the dimensions that would influence the service quality.

立足台灣，前瞻兩岸，放眼全球已經不再是台灣企業的未來策略方針了，而是台灣企業已陸續進入目標市場，進行開發和建立成長的階段中。近年來，全球貿易經濟加速全球化，跨國企業無不把握市場脈動，提早卡位捷足先登。台灣的企業也由製造、貿易、行銷到服務的轉型過程，提升自有品牌的附加價值，以便在握有許多產品的供應鏈優勢上，建造一條更順利又長遠的成長到路。尤其在高科技的資通訊產品，台灣有具有重要的全球地位。從代工到研發創新的轉變，使台灣的品牌，在激烈的全球化競爭下，已漸漸戴上的一道光環，那就是市場價值。 當進入到世界市場的行銷競爭時，如何掌握客戶的行為模式，達成最佳的產品最終使用者滿意度，往往過去都將焦點注目於消費性產品的市場研究居多，較少投入產業性產品與服務的研究，而對於以資通訊產品占出口相當大比例的台灣廠商，若能進一步研究探討各國產業市場的行為模式，相信對於產品的研發設計有所助益，並將擴大在全球市場的成長機會。 在拓展全球市場的同時，如何在起步較晚的狀況下，超越歐美、日本的國際企業，開創出新一代的優勢競爭模式，取得市場先機，強化企業組織效能，網羅培育各地人才，提供滿意的顧客服務品質，創立長遠的品牌價值。在Ben Q併購西門子的經驗，莫不是台灣企業整體的學費成本，在國際化的競合腳步快速邁向前的科技網路時代，如何培養更多的國內外人才來迎接這個台灣優勢，順利去延展我們的國際市場，相信對於國際市場的研究，台灣應該有更多的用心與重視。今年初，在美國航空公司JetBlue的誤點意外，對客戶滿意度造成衝擊的案例，引起媒體大眾和政府的關注，這對於在國際上正在開疆闢土的台灣企業，應該引以為戒，並在相關的國際市場顧客行為研究，應該同時給予相對的投入與支持。 吾人希望藉對於資通訊服務業在國際市場的客戶滿意度比較研究，探討相關在產業市場對科技服務的客戶行為，同時選擇一個全球型的國際企業，並且擁有各國子公司的資通訊科技的系統整合服務業者進行相關的個案研究，而調查訪談的對象，屬於跨國企業(MNCs)的經營模式超過一半，分布於不同產業。考慮如何透過提供資通訊的科技軟硬體產品與服務，經由銷售、解決方案、諮詢、設計、專案管理、安裝建置、維護到客服服務的各項服務功能，對於亞太地區13國家200個的主要客戶，進行客戶滿意度的調查和研究。預期從這些相關的分析探討，深一層比較研究各國的客戶在滿意度是否有差異？而藉此訪談的過程，收集分析影響客戶滿意度的因素為何？ 本研究共計分為五章，包含第一章 緒論、第二章 文獻探討、第三章 研究方法與架構、第四章 資料分析和第五章 結論與建議。期望這份研究，對於個案公司、相關業者和後續學術研究，都能提供一定的幫助。 / Today, the rapid movement towards globalization has forced enterprises in Taiwan to transform from manufacturing, trading, and marketing type of business model to a more services oriented one. During the process of transformation, enterprises realize that increasing the value of private brand could bring them more competitive advantages in the supply chain, and ultimately create the market value which allows them to stand out in the severe competition of the global marketplace. In recent years, customer satisfaction has become an important index to evaluate whether a product or commodity is being successful in the market. However, not many researches are focusing the satisfaction studies of the services or products provided by the Information and Communication Technology (ICT) industry. As Taiwan has been the major export country of ICT products, a case study in the Asia Pacific market will help us understand more about the industry and provide more insights for Taiwan companies. The paper will use a multinational company in the ICT industry to examine the key factors that impact the client satisfaction survey. Result shows that the gap between clients’ perceptions and expectations of service quality will vary based on products, services, level of usage, personal experience and organization. This fulfils the concept of P.Z.B. model and the theory of DeLone and McLean model of information systems success. Also cultural difference plays a significant role in the survey result and could lead to diverse interpretation of service quality. It is hoped that this paper could be a reference for ICT companies in Taiwan to understand clients in different countries, making them to gain better market value in today’s competitive global market.

本研究旨在探討僕人領導、組織信任與工作滿意之間的關係，並以組織信任為中介變項，檢驗組織信任在僕人領導對工作滿意關係上的影響與效果。本研究將組織信任分為同事信任與領導信任兩個層面，採用Barbuto和Wheeler所發展出的僕人領導問卷、改編自Jorde-Bloom的幼兒教師工作滿意調查問卷以及自編的組織信任問卷為研究工具，對台北市公私立幼稚園教師進行問卷調查，共發出608份問卷，有效問卷共256份，有效問卷回收率為42.1％。本研究採用結構方程模式（SEM）驗證僕人領導、組織信任與工作滿意之間的影響與效果，並根據研究結果獲得以下結論，最後提出建議作為後續研究及幼教政策與行政實務之參考。 一、僕人領導對同事信任、領導信任與工作滿意皆有顯著的正向影響。 二、組織信任的兩個研究層面中，同事信任對工作滿意有正向的顯著影響關係，領導信任對工作滿意也有正向的影響。 三、組織信任在僕人領導對工作滿意的中介影響關係上顯示：同事信任在僕人領導對工作滿意的影響上有顯著的中介效果；領導信任在僕人領導對工作滿意的影響上也有顯著的中介效果。 四、將同事信任與領導信任為中介變項的結構模式分析結果兩相比較後發現：（一）僕人領導對領導信任的影響高於對同事信任的影響；（二）領導信任在僕人領導對工作滿意影響路徑上的中介效果高於同事信任的中介效果。研究證實領導信任是僕人領導對工作滿意發揮影響的關鍵。 / This research aims to explore the relationship among servant leadership, organizational trust and job satisfaction. Organization trust was hypothesized as a mediator between servant leadership and job satisfaction. Two dimensions of organization trust were examined: faculty trust and leader trust. Survey data were collected from 256 kindergarten teachers and analyzed by using structural equation modeling (SEM) methods. The findings of the study revealed that: (1) servant leadership positively influenced faculty trust, leader trust and job satisfaction; (2) the influence of organizational trust on job satisfaction implied that both faculty trust and leader trust have a positive influence on job satisfaction; (3) both faculty trust and leader trust significantly influenced the mediating effect of servant leadership on job satisfaction; (4) the impact of servant leader on leader trust was higher than that on faculty trust, and leader trust had higher mediating effect than faculty trust. The result indicated that leader trust acted as a significant mediator between servant leadership and job satisfaction. Managerial implications and some suggestions for future research were provided at the end of this thesis.

我國近年來有關家庭的研究，均著重在女性就業、單親家庭、兒童、青少年、老人、受暴婦女議題。對於家庭主要生計負責人的男性角色，只有莫黎黎、王行等研究。軍人是特殊的群體，我國約有10萬名的志願役軍官，9成以上均為男性，但未受到重視，相關文獻與研究亦少。本研究是以我國軍官為研究樣本，他們平均每天的工作時間超過12小時，平均一週也只有1.96天，可以回家和家人相聚，其生活方式與一般百姓略有不同。 一位志願役軍官，職責是保國衛民，因此常留守部隊，或因任務需求而不斷調遷，國軍「精實案」期間，使得軍人責任加重、工作時間長、工作壓力大，這些都影響他們與家庭的互動關係。軍人會不會因為其特殊的角色、特殊工作時間、特殊工作型態，忽略了家庭的照顧呢？會因此產生角色衝突嗎？軍人與家人的互動關係如何？自己的生活滿意呢？這是本研究的動機。 本研究同時運用量化研究法與質化研究法，首先以量化研究，設計了「角色衝突」與「生活滿意」的封閉性問卷，施測了1390位軍官。再設計了「家庭狀況」、「工作狀況」及「角色衝突」的開放式問卷，深度訪談8位軍官。最後，邀請3組軍官，做焦點團體訪談，針對前述研究結果／進行深度討論。 本研究的自變項有人口變項及軍人特質變項，「角色衝突」則分為：因工作而疏忽與家人相處的衝突、因工作而干擾夫妻關係的衝突、家庭角色內的衝突、因家庭責任而犧牲自己的衝突、因工作而疏忽子女教養的衝突、工作角色家庭角色與自我角色的衝突、因家庭責任妨礙追求工作成就的衝突。「生活滿意」包括：家庭生活滿意、婚姻滿意、人際關係滿意、一般生活滿意、父母與配偶互動關係的滿意、休閒生活滿意等。 本研究在量化部份，共收集已婚軍官974人，平均結婚年齡為6.07年。研究發現，整體而言，軍官的角色衝突依序為：家庭角色內的衝突、因家庭責任而犧牲自己的衝突、工作角色家庭角色與自我角色的衝突」、因工作而疏忽與家人相處的衝突、困工作而疏忽子女教養的衝突、因工作而干擾夫妻關係的衝突、因家庭責任妨礙追求工作成就的衝突。而且一半的軍官有角色衝突的情形，沒有角色衝突的軍官較少，但亦有三分之一的軍官是介於二者之間，可知，軍官的角色衝突情形是值得重視的。 軍官的生活滿意依序為家庭生活、婚姻、家庭人際關係、父母與配偶互動關係、休閒生活、一般生活。也發現有三分之二的軍官是滿意自己的生活情形，不滿意自己生活的軍官很少，但有27%的軍官是介於二者之間。 影響角色衝突的變項當中，發現男性、配偶不是軍人、協助做家事、陸軍、上尉、基層單位、外島、配偶全職工作、回家頻率較少、生活最大滿足是父母、配偶、子女、以家庭為重、工作時間愈長、年餘愈輕、收入愈少、第一位子女出生年齡愈小、愈擔心退役以後工作與生活、精實案對工作與生活的影響愈大、長官愈不關心軍官工作與生活情形，其角色衝突較大。 影響生活滿意的變項當中，發現男性、非作戰單位、協助做家事、研究所、戰院教育、上校、其他軍種、軍團以上、結婚15年以上、配偶全職工作、房屋是自己購買、與父母配偶同住、生活最大滿足是父母、配偶、子女、以家庭為重、工作時間愈短、年齡愈大、收入愈高、愈不擔心退役以後工作與生活、精實案對工作與生活的影響愈小、長官愈關心軍官工作與生活情形，其生活滿意較高。而且角色衝突愈少者，其生活滿意度也愈高。 本研究在進行量化研究後，接著進行「深度訪談」，軍官雖然會運用一些方法，來減少角色衝突，但仍不免有衝突的產生，包括夫妻間的衝突、配偶與家人的衝突、軍官與家人的衝突等，也會尋求避免衝突和解決衝突的方式： 一、軍官和配偶衝突的解決方式：面對面的溝通；用比喻的方式，期待配偶將心比心；主動向配偶對不起；讓配偶盡情發洩情緒；選擇某些事才讓配偶知道；接受配偶的意見；面對婚後爭吵的事實，事先協調好，以避免衝突的發生。 二、配偶和家人衝突的解決方式：了解婆媳問題是必然會存在的；接受婆媳觀念不一致的現況；婚前先協調好，預防婆媳問題的發生；在媽媽與配偶之間，做一些取捨；在假日，盡量離開家裡，或者回娘家；減少配偶與婆婆接觸的機會，讓彼此的接觸有限，比較不會引發較大的衝突；軍官居於原生家庭、生殖家庭之間，二邊溝通協調；藉由退伍，調整生活方式，以改變現況；選擇不同時間，分別關心原生家庭和生殖家庭，避兔讓原生家庭和生殖家庭產生衝突。 本研究最後以三坎的「焦點團體」訪談法，針對量化研究獲得的資料，再進一步訪談軍官。發現軍官覺得家庭角色和工作角色的衝突滿大的，因為在工作上衝刺的話，可以得到很多工作滿意，但若沒有配偶或家庭的支持，則生活也不滿意。衝突處理的方式有：將工作與家庭儘量分開；把工作做完，再照顧家庭，回家後，多關心家人，或在休假日協助做家事，以體諒家人；覺得虧欠家人，會有補償家人的心態；會先處理家庭的事務，再處理工作事務；期望長官應同時關心部屬的生活和工作；利用家庭其他親戚的力量，協助照顧自己的家庭；加強夫妻、子女之間的溝通，以維繫感情；重視互相體諒，主動協助做家事；有些配偶會讓軍官盡量在工作上衝刺、盡力去發揮。綜合而言，軍官對生活滿意的看法，認為軍人是很好的職業，收入穩定。 最後，透過本研究的發現，提出以下建議： 一、對軍事組織的建議 (一) 減少工作時間或降低軍官的工作負荷 (二) 建立職務代理制度 (三) 建立眷屬來部隊省親的機制，並建設眷屬省親的臨時住所 (四) 增設職務官舍，解決軍官的居住問題，增進親情關係 (五) 長官應多傾聽部屬的意見，並關懷部屬的工作狀況與家庭生活 (六) 應重視軍官的生涯規畫 (七) 建議未來「精進案」應提早有整體的配套措施 二、對軍官的建議 (一) 認識自己面臨的角色衝突與生活滿意狀況 (二) 學習認知自己的角色與職責 (三) 建議婚姻不和諧的軍官應勇於向專業人員尋求協助 (四) 建議家庭不和諧的軍官應勇於向專業人員尋求協助 (五) 鼓勵軍官在適當時機，提出適當的建議，以促進部隊進步 三、對軍眷管理單位的建議 (一) 規畫軍人家庭政策 (二) 建立軍人家庭福利服務 (三) 上維護與發揮家庭功能 (四) 成立軍眷互助中心 (五) 加強托兒、托老服務 (六) 加強配偶的職業輔導 四、在現有組織中增進專業軍隊社會工作 (一) 強化「心理衛生中心」的服務功能 (二) 增設社會工作軍官 (三) 運用專業社會工作方法，預防角色衝突 (四) 建立軍事社區與民間社區之關係 五、對一般家庭協助機構的建議 (一) 建立良好的家庭支持系統 (二) 重視家庭和諧，加強家庭成員的情感連結 (三) 增加有關家庭關係相關課程，舉辦親職教育，增加親子互動 (四) 加強婚姻與家人關係的協助 (五) 營造兩性平權，促進家庭生活現代化 (六) 開設衝突管理的課程 軍人將人生最精彩的青壯年貢獻給國家，也將自己全副精力服務部隊，而家庭與配偶仍是軍官生活滿意的主要來源，尤其來自於配偶的支持是最大的，配偶無私的支持，竭盡心力，奉獻家庭，讓軍官能不斷往前衝刺，追求事業的成功。所以配偶扮演一種穩定的角色，讓我國軍官較無後顧之憂，因此軍人內心裡，對配偶都存在有愧疚感。自己的父母親、配偶的父母親，也是軍官的最佳資源，讓軍官可以無後顧之憂的投入工作。 關鍵字：志願役軍官、角色期待、角色衝突、生活滿意、量化研究法、質性研究法 / The recent relating family research in our country are mostly concentrated on the issue of women's occupation, single-parent family, the children, the youth, the aged, and female abuse. The research toward the male who actually support the family's income are found rarely from the article of "Mo Li Li"（莫藜藜） and "Wang Xing" （王行）. The soldiers is a distinguishing group, there are around hundred thousand of the volunteer officers in this country and more than 90% of them are male, they are an ignored group and not many articles and researches in this field have been really dedicated for them. The quantitative methods and qualitative methods were applied by this research. The close questionnaire of "role conflict" and "life satisfaction" that tested to 1,390 officers initiated the quantitative methods. The open questionnaire of "family status", "work status", and "role conflict" that proceeded by the depth interview to 8 officers was followed next. The focus group interview (session) to 3 groups of officers were the last that carried by the depth discussion toward the results of two previous methods. The officer's life satisfaction ranked by family life, marriage, family's human relationship, parent and spouse interaction, life resort, and normal life. It is found that two thirds of the officers are satisfied with their living life, only a few are dissatisfied, and 27% of them are in the between. The variables that affecting the role conflict mostly are with the characters of the male; the spouse is not the soldier; willing to share the house works; the army; the captain; the fundamental unit service; the out island service; the spouse works full time; not often back home; the parents, spouse, and children are the most satisfaction of life; the family care; long working time; younger; less income; the first kit born too late; concerning about the work and life after the retiring; facing the supervisor's carelessness toward the job and life that are affected greatly from "the troop reduction plan". The officers with these kinds of variables have the more serious role conflict. The variables that affecting the life satisfaction mostly are with the characters of the male; the not combating unit service; willing to share the house works; the master degree; the war academy educated; the colonel; not from the army; the regiment unit service at least; the marriage of 15 years; the spouse works full time; owns the housing; living with parents and spouse; the parents, spouse, and children are the most satisfaction of life; the family care; short working time; older; higher income; not concerning about the work and life after the retiring; receiving the supervisor's care toward the job and life that are not affected actually from "the troop reduction plan". The officers with these kinds of variables have the less role conflict and more life satisfaction. The depth interviews were proceeded after the quantitative methods in this research. The officers would manage to reduce their role conflict, but the conflict remains and still existed in the spouse, the spouse and family, and the officer and family. The ways they normally sought to avoid or solve the conflict are such as a face to face communication; a initiative apology to the spouse; to accept the spouse's complete oppression relief; to accept the spouse's point of view; an advanced agreement to avoid the conflict after married; an understanding of the realistic problem that existed in between the mother and daughter in law; to accept the facts of discordance that existed in between the mother and daughter in law. The three times of the "focus group" interviews were the last of this research, the further interviews to these officers were aimed at the data that achieved from the previous quantitative methods. In general, the officers all agreed that the solider is a good career with stable revenue, it is their recognitions to the life satisfaction. Based on the results of this research, we are having our suggestions as follows: 1. to the military organization (1) reduce the officer's working time or to improve their overload problem. (2) set up the job substitution system. (3) set up the capacity of family visit and the temporary residence to accept the visit. (4) expand the official dormitory to improve the officer's residential problem and family relationship. (5) the supervisor should listen more to the opinion from the staff and extend the highly concern toward their work and family life. (6) respect the officer's career planning (7) the project of "troop reduction plan" should be executed with the other cooperative methods to pursue the integrated achievement. 2. to the officers (1) recognize the role conflict facing and the status of life satisfaction. (2) learn to know the self-role and self-responsibility. (3) seek for the assistance from the professional for the unpleasant marriage. (4) seek for the assistance from the professional for the unpleasant family life. (5) it is encouraged to submit the right proposition in due time to accelerate the unit's development. 3. to the authority of the solider family administration (1) plan out the soldier's family policy. (2) set up the soldier's family service. (3) maintain and extend the function of family. (4) set up the dependant service center. (5) improve the welfare for the child and aged. (6) improve the spouse's vocational assistance. 4. enhancing the professional military social work in the present organizations (1) expand the service function of "the mental health center". (2) increase the social work officers. (3) prevent the role conflict by means of the professional social work. (4) set up the relationship between the military community and the civil community. 5. to the general organizations of the family service (1) set up a successful family supporting system. (2) respect the importance of a pleasant family by strengthen the emotional communications between the family. (3) expand the educational course of the family relationship, to promote the family education and improve the interaction of parents and children. (4) help the officers to manage the unpleasant marriage or family relationship. (5) create the equal rights of male and female to enhance the modernizing of family life. (6) set up the educational course of the conflict management. The soldiers dedicate the most significant golden age of their life to the country and devote themselves completely to the missions. The family and spouse are the main supporting resources of the officer's life satisfaction, and most of that are from the spouse, they make sacrifice to the family and act as a role of great stability. The officers are able to pursue the honor and success without too much cares and anxieties toward the family, the inner of soldiers all existing a deep regret to their spouse. The parents of their own and of the spouse are also the key factors of the supporting. By the completion of this research, we sincerely looking forward to the continual efforts from the government, to improve the welfare for the soldiers and the officers. keywords: professional officer、role expectation、role conflict、life satisfaction、quantitative methods、qualitative methods.

多重通路的經營型態於台灣已呈現穩定發展的狀態。然而，在過往研究中多重通路之間的關係較多從廠商的角度探討通路衝突與互補的情形，忽略了學者Stewart 與 Pavlou (2002)所強調：「多重通路間彼此互補或替代的關係，應由消費者的觀點來加以檢視」。本研究從消費者的角度，檢視在消費者心中不同通路之間呈現出替代亦或是互補的關係。以銀行業為研究背景，並以近半年內曾使用多重通路辦理銀行相關業務的民眾為抽樣對象，同時採用網路問卷以及人員訪問的方式，收回有效問卷共365份。藉由多元迴歸分析，針對銀行所提供之廣泛性決策與非廣泛性決策型業務，從服務品質的角度，探討消費者在實體通路與網路通路中的顧客滿意度對消費者未來持續與該銀行往來意願之影響。並藉由消費者對不同通路之顧客滿意度的交互作用分析，推論在消費者心中多重通路彼此間的互補或替代關係。 研究結果顯示，針對廣泛性決策型業務： 1. 消費者「對實體銀行服務人員相關的滿意度」以及「對網路銀行的整體滿意度」，皆對未來持續往來意圖有顯著的正向影響。 2. 網路銀行整體價值與實體銀行中的環境及便利性間呈現出互補的效果。 針對非廣泛性決策型業務： 1. 消費者「對實體銀行服務人員相關的滿意度」以及「對網路銀行的資訊提供滿意度」，皆對未來持續往來意圖有顯著的正向影響。 2. 網路銀行交易價值與實體銀行中的服務人員間呈現出互補的效果。 3. 網路銀行交易價值與實體銀行中的環境及便利性間呈現出替代的效果。 / The multi-channel business model has been stable development in Taiwan. However, most of the researches toward the channel relationship within the multi-channel environment focused on the corporation perspective in the past research, but ignored what Stewart and Pavlou (2002) have stressed that substitution and complementarity of different channels should be examined from a customer perspective. This research surveyed the channel relationship from the perspective of the consumer. The research chose the banking industry environment, and targeted the consumer who has applied multiple channels in dealing with banking related service in the last 6 months. The survey collected 365 valid questionnaires by adopting internet survey and people interview. By using multiple regression analysis, the research differentiated the extensive and non-extensive decision making services and probed the impact of the satisfaction in brick-and-motar (B&M) channel and internet channel toward the intention to continuous dealing with the bank company with the view of service quality. By adopting interactive analysis of customer satisfaction in different channels, the research deduced the relationship of multiple channels. The research concludes that for the extensive decision making services: 1. The satisfaction of the employee in the B&M bank and the satisfaction of the internet bank both have significant positive impact toward the intention to continuous dealing with the bank company. 2. There is complementarity effect between the overall value of the internet bank and the environment and convenience of the B&M bank. For the non-extensive decision making services: 1. The satisfaction of the employee in the B&M bank and the satisfaction of the information providing in the internet bank both have significant positive impact toward the intention to continuous dealing with the bank company. 2. There is complementarity effect between the trading value of the internet bank and the employee of the B&M bank. For the non-extensive decision making services: 3. There is substitution effect between the trading value of the internet bank and the environment and convenience of the B&M bank.