本研究旨在探討銀行從業人員知覺主管之僕人領導對其組織公民行為之關係，並分析敬業精神與工作滿意度在其中所扮演之中介機制。近年來，台灣銀行業面臨金融自由化與數位轉型之雙重挑戰，第一線行員需承擔多元之關鍵績效指標，工作壓力顯著提升。特別是在公股銀行體制下，由於升遷與激勵機制相對僵化，如何透過主管領導風格之調整以激發行員之正向行為，成為當前銀行管理實務之重要課題。 本研究採問卷調查法，以國內銀行從業人員(包含公股與非公股銀行)為研究對象，共計回收 287 份有效問卷。運用 SPSS 與 AMOS 統計套裝軟體，進行敘述性統計、差異分析、相關分析，並以結構方程模型與拔靴法驗證各項研究假設與中介效果。 實證結果顯示：(一)不同銀行屬性與人口變項對僕人領導之知覺存在顯著差異，公股銀行基層行員與年輕世代(30歲以下)對於僕人領導有較高之期待與敏感度，且感知程度隨年資增加呈下滑趨勢；(二)僕人領導與行員之敬業精神及工作滿意度皆呈現顯著正向關係；(三)敬業精神與工作滿意度在僕人領導與組織公民行為之間具有完全中介效果；(四)模型中以工作滿意度之路徑影響力最強，敬業精神之路徑亦具顯著性；(五)公股行庫基層行員之工作滿意度顯著高於主管職。 綜合上述研究結論，本研究提出管理意涵與未來研究之建議。本研究建議銀行管理階層應重視主管之心理支持機制，並針對不同體制與族群實施差異化領導培訓，強化主管之情感療癒與實質賦權能力。透過提升行員之職場滿意度與內在敬業精神，方能有效化解分工本位之藩籬，驅動行員自發性展現利他之組織公民行為，從而強化組織整體競爭力以應對全員行銷之高壓環境。;This study aims to explore the relationship between servant leadership and organizational citizenship behavior among bank practitioners as well as the mediating mechanisms of work engagement and job satisfaction. Data are collected from employees of the state-owned and private-owned banks through online survey. It is found that (1) employee perception of servant leadership varies across bank attributes and demographics. Junior clerks in state-owned banks and those under age of 30 have higher expectations for servant leadership; (2) servant leadership is positively related work engagement and job satisfaction; (3) work engagement and job satisfaction fully mediate the relationship between servant leadership and organizational citizenship behavior; (4) job satisfaction has a greater effect than work engagement on the path to influence organizational citizenship behavior; (5) job satisfaction among state-owned bank clerks is higher than managers. Drawn on the findings， managerial implications and recommendations for future research are thus discussed.
