近來信任的研究已引起不同學科的重視與興趣，從眾多領域中都可以發現與信任相關的文獻，不論是理論的建構與實證的探討，在國外學界皆已有一定的數量與規模。然而，「組織信任」受到關注，進而被深入探討，卻僅是近年來的事；再者在組織行為的領域中，學者們也注意到，組織若要能運行順暢，其成員除了必須依據組織所規定的正式角色規範，守份地行事之外，還必須展現一些非由組織正式規範所驅使的創新性、自發性或合作性行為，學者們將此稱為「組織公民行為」，並成為組織行為與管理領域當中頗受矚目的研究課題。

一個組織的發展與競爭優勢，固然需要硬體設備的獲得與新興科技的研發，加以人力資本與知識資本的投資，但是能否使生產要素獲得有效地運用，以及整體的生產能量有所增加，還取決於另一個重要的因素—社會資本。社會資本原先是用來說明蘊藏在個人與個人之間鑲嵌關係的資源，以往與社會資本相關的理論或研究，大都圍繞在社會學、心理學、經濟學或政治學等專業領域，近年來才陸續有相關的研究將核心議題與概念的焦點移至組織管理方面的探討。

迄今，國外已有不少學者投入研究組織信任與組織公民行為，累積了相當數量之文獻，但國內對於此主題研究仍為少見，由社會資本的觀點切入之相關研究，更是付知闕如，俾喚起國內對此主題之重視，本研究希望能夠儘可能深入檢視社會資本概念的理論意義，同時以「組織信任」和「組織公民行為」做為社會資本觀點初探的研究主題，進一步分析這兩者在運作上的形態特徵，累積相關之組織管理知識，做為日後組織管理方面之啟示。

針對組織信任與組織公民行為相關之文獻進行系統式地彙整，分門別類地釐清觀念，並提出切入的主軸與研究架構，並且對於次級資料進行探討與詮釋後，分別歸結出組織信任和組織公民行為對於組織管理上之啟示：
一、社會資本觀點下的組織信任
（一）強調領導者與組織文化的重要性；（二）從教育著手，進行品格教育的紮根，以培養正確的價值觀；（三）暢通組織內的溝通管道、創造開誠佈公的環境、鼓勵員工對既定制度提出改進的意見；（四）建立透明公正的程序與完善的制度；（五）重視系統信任與信任陌生人。

二、社會資本觀點下的組織公民行為
（一）重視領導行為與支持性組織文化；（二）完善的甄選制度；（三）建立公平公正的程序與周全的績效評估制度；（四）舉辦各式社交活動。

最後，本研究提出三點後續研究建議，供後續研究者參酌：
首先，可以將文化系絡因素納入後續研究的考量，或是對於各個文化進行比較性研究；再者，則是需注意新興科技及網絡組織的出現；最後，則是建議日後研究的努力方向，可朝「建立相關的命題和健全的研究設計，進行實證研究，以量化數據加以驗證，或是針對個案進行深度的研究」等方面進行。

---

一、中文部分
王中天
2003 ＜社會資本：概念、源起與現況＞，《問題與研究》，第42卷第
5期：139-163。

王志卿
2001 ＜台灣經濟的動力：中小企業的網絡化＞，收錄於張維安主編之
《台灣的企業組織結構與競爭力》，台北：聯經。

王梅珍
2001 ＜業務人員人格特質、組織承諾與組織公民行為之研究:以中華電
信公司為例＞，國立中山大學人力資源管理所碩士論文。

左珩
2002 ＜社會資本與臺灣知識經濟發展＞，《自由中國之工業》，第92
卷第9期：33-71。

江福興
2004 ＜以社會資本觀點探討國內製造業員工之人格特質與工作價值觀
對其工作績效之影響＞，國立成功大學企業管理研究所碩士論
文。

宋東
2005 ＜為什麼信任現在這麼紅？＞，《天下雜誌》，第324期：58-
66。

汪昱
2004 ＜旅館領導行為對服務導向組織公民行為的影響＞，世新觀光學
系碩士論文。

李志宏
2000 ＜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
＞，國立中央大學資訊管理研究所博士論文。

李芳齡譯，Warren Bennis等著
2003 《未來式領導人：21位當代領導學權威智慧論壇》，台北：商智
文化。

李健鴻
2005 ＜社會資本與組織公民行為—複合式鑲嵌觀點＞，《關係管理研
究》，第1期：161-178。

余德成、溫金豐、陳泰哲
2002 ＜科技產業中領導行為與組織公民行為之關係：檢驗督導信任的
情境效應＞，《中山管理評論》，第10卷第1期：65-91。

林光明
2002 ＜領導風格對組織承諾及組織公民行為影響之研究—以桃園縣政
府為例＞，淡江大學教育政策與領導研究所碩士論文。

林俊宏
2004 ＜組織認同、個體動機對組織公民行為之影響探討＞，國立台北
大學企業管理研究所碩士論文。

林詩潁
2005 ＜組織公民行為之後設分析＞，銘傳大學管理研究所碩士論文。

林鉦棽
1996 ＜組織公正、信任、組織公民行為之研究：社會交換理論之觀點
＞，《管理科學學報》，第13卷第3期：391-415。
2003 ＜製造業從業人員之社會交換變數在組織公正與工作滿意度對組
織公民行為關係中的中介角色分析—以多重評量來源之研究設
計觀點＞，《中原企管評論》，第1卷第1期：81-110。
2004 ＜休閒旅館業從業人員的組織公正、組織信任與組織公民行為關
係：社會交換理論觀點的分析＞，《中華管理學報》，第5卷第
1期：91-112。

李惠斌、楊雪冬 主編
1998 《社會資本與社會發展》，北京：社會科學文獻出版社。

周慧菁
2005 ＜天下調查：百人談信任＞，《天下雜誌》，第324期：38-
52。

吳志男
2003 ＜組織文化、組織氣候與組織公民行為＞，中原心理學研究所碩
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吳恕偉
1997 ＜兩岸資訊從業人員之組織公民行為研究＞，國立中央大學資訊
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吳建國
2002 ＜交易成本、信任與統制結構之選擇＞，《企銀季刊》，第25卷
第3期：195-211。

吳肇展、彭于萍、吳碧松
2005 ＜銀行從業人員組織公民行為之研究＞，《今日合庫》，第361
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吳瓊恩
2001 《行政學》，台北：三民書局。
2002 ＜公共行政學發展趨勢的探究：三種治理模式的互補關係及其政
治理論的基礎 ＞，《政治大學公共行政學報》，第七期：
173-220。

姜定宇、鄭伯壎
2003 ＜組織忠誠、組織承諾及組織公民行為研究之回顧與前瞻＞，
《應用心理研究》，第19期：175-209。

孫國青
2000 ＜社會資本說的臺灣產業印證：社會資本的形成，發展與維繫
＞，國立臺灣大學國際企業學研究所碩士論文。

高承恕
1988 《理性化與資本主義》，台北：聯經出版事業公司。

唐銘聰
2003 ＜創業導向、市場導向與經營績效之實證研究：社會資本的觀點
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徐佳璋
2004 ＜組織公民行為、社會資本與團隊績效關係之研究＞，國立臺灣
科技大學企業管理系碩士論文。

郭怡君
2004 ＜組織公民行為與組織效能之關係及其相關調節變數之研究＞，
國立成功大學國際企業研究所碩士論文。

郭宣靆
2002 ＜虛擬組織與「信任」議題探索＞，2002年10月15日載於南華社
會研究所「網路社會學通訊期刊」第25期
（http://mail.nhu.edu.tw/~society/e-j/25/25-28.htm），瀏
覽日期2005年8月28日。

郭嘉珍
2003 ＜領導型態與組織公民行為的關係 －以信任為中介變項＞，發
表於2003年10月31日國立高雄應用科技大學「第二屆21世紀產
業經營管理國際學術研討會」。

許道然
2001 ＜公部門組織信任與組織公民行為關係之研究＞，國立政治大學
公共行政學系博士論文。
2003 ＜公部門組織信任與組織公民行為關係之研究＞，《空大行政學
報》，第13期：1-36。

黃家齊
2002 ＜組織公正與組織公民行為—認知型與情感型信任的中介效果
＞，《臺大管理論叢》，第12卷第2期：107-141。

陳心田
2003 ＜員工主管互動、知覺組織支持、組織承諾與組織公民行為：
我國科技產業研發人員之分析＞，《交大管理評論》，第23卷
第3期：23-70。

陳盼
2004 ＜社會轉型期社會資本分析＞，2004年5月19日載於「中國社會
學學網」
(http://www.sociology.cass.net.cn/shxw/zxwz/t20040519_2153.htm
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陳恆鈞
2002 《政策執行與治理互賴》，台北：商鼎文化。

陳孝庭
2004 ＜社會資本與公民參與關係之研究－以台北市為例＞，台北大學
公共行政暨政策學系研究所碩士論文。

陳佩秀
1996 ＜主管視察行為、個別化關懷行為與組織公民行為關係之實證研
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陳欽春
2005 ＜公共行政與社會資本＞，發表於2005年1月8日國立臺北大學公
共行政暨政策學系「公共行政與社會資本」圓桌論壇。

彭安麗
2004 ＜組織知識管理能力之研究：社會資本的觀點＞，國立政治大學
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彭泗清
2001 ＜信任的建立機制：關係運作與法制手段＞ 收錄於楊中芳主編
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曾冠球
2003 ＜從「代理」到「合夥」：組織建立社會資本的理論分析＞，
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張文華
2000 ＜組織信任之初探＞，《人力發展月刊》，第80期：14-27。

張美惠譯，Fukuyama著
2000 《跨越斷層:人性與社會秩序重建》：台北，時報文化。

張春興
1989 《張氏心理學辭典》，台北：東華書局。
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2004 ＜社會資本、創業導向、組織資源與創業績效之關係—以臺灣新
創企業為例＞，國立成功大學企業管理研究所碩士論文。

張萱儀
1996 ＜高科技公司研發人員組織公民行為之研究＞，國立中央大學人
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張紹勳
2004 《研究方法》，臺中：滄海書局。

張笠雲
2000 ＜制度信任及行為的信任意涵＞，《臺灣社會學刊》，第23期：
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葉至誠、葉立誠
1999 《研究方法與論文寫作》，台北：商鼎文化

楊坤修
2003 ＜社會資本觀點之多國籍企業知識流通之實證研究—以在台外商
為例＞，國立成功大學國際企業研究所碩士論文。

楊雪冬
2004 ＜社會資本：對一種新解釋範式的探索＞，2004年8月20日載於華
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楊濱燦
1999 ＜團隊成員間之衝突：領導者與部屬交換關係與組織公民行為之研
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詹益嘉
2002 ＜組織學習與知識創造關係之研究：社會資本的研究途徑＞，國
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蔡雅嵐
2001 ＜虛擬組織之信任問題—以個人理性、社會及倫理的觀點＞，國
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樊景立、鄭伯壎
2000 ＜華人組織的家長式領導：一項文化觀點的分析＞，《本土心理
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2002 ＜組織信任模型實證分析--以我國會計師事務所與其客戶為例
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1998 ＜企業組織中上下屬的信任關係＞，《社會學研究》，第80
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