隨著社會經濟的發展及產業狀況的快速變化,使人力需求不穩定,加上全球化的衝擊,企業為了控制成本,調節人力需求所造成的壓力,開始使用派遣人力,因此全球勞動市場上,派遣人力的應用,已成為未來勞動市場趨勢,然而,企業運用派遣人力降低成本、增加彈性的同時,也面對如何提升派遣員工績效的難題。派遣員工受雇於派遣企業,並被配至要派企業中,接受其工作指揮以提供勞務,亦即派遣員工並不屬於要派企業組織編制中的正職員工,因此要派企業無法對派遣員工運用傳統的人力資源管理方式以提升績效,取而代之的是必須吸引派遣員工重視要派企業,以建立良好的勞雇關係,而此概念與關係行銷致力於建立、發展與維持交易雙方長久互利的關係相似。過去關係行銷乃是由企業對企業的角度出發,本研究將其應用在企業對個人的層次上,也就是要派企業對派遣員工身上,透過關係行銷管理活動,促使派遣員工對要派企業增加信任,並重視彼此關係的維持,以提升員工績效。依據文獻及實務上派遣人力運用狀況,建立研究架構,分別就要派企業在關係行銷的各項管理活動,包含了關係利益、互動公平、工作價值觀一致、溝通及避免投機行為,探討要派企業如何有效建立派遣員工對要派企業的關係承諾及信任,進而產生工作努力、組織公民行為、避免破壞性行為及合作等員工績效表現。本研究透過產業專家的訪談及問卷調查,針對臺灣各產業的派遣員工發放500份問卷,共回收234份,利用結構方程模式(SEM)確認要派企業在關係行銷上關鍵的管理活動,並期有效建立派遣員工對要派企業的信任及關係承諾,進而提升員工績效。研究發現如下:第一、關係利益及溝通正向影響關係承諾。第二、工作價值觀一致性及避免投機行為正向影響信任。第三、信任正向影響關係承諾、組織公民行為及避免工作破壞行為。第四、關係承諾正向影響努力工作、組織公民行為、避免工作破壞行為及合作。 透過本研究之發現與分析,將具體提供使用派遣人力的企業可透過增加教育訓練、續聘機會等關係利益,並加強溝通及促進派遣員工和企業之間對於派遣人力的工作價值觀一致,另一方面必須降低欺騙及不履行保證等投機行為,以期有效提升派遣員工績效,進而達成組織目標。 Examining the Determinants of Temporary Employee Performance from the Perspective of Relationship MarketingAbstractDue to the rapid changing industry environment and the impact of globalization, enterprises suffer the problems of instable labor demand and increasing human capital. The labor cost will be calculated carefully and budgeted strictly in the beginning of competition. For decreasing the labor cost and expanding flexibility of human resource, enterprises start to hire the temporary employees. The domestic market of temporary employees is forming and shaping a mature labor market. Enterprises acquire the advantages of utilizing the temporary employees, in the meantime, also trap into the management problems of temporary employees.With the advancement of the economic society, the organization no longer can rely on economic rewards to motivate their employees. Enterprises pay more attention to the management activities of relationship marketing, which has strong influences in the ultimate work results and the organizational citizenship behavior of employee. The aim of this research is to explore the causes and effects of using temporary employees in enterprises. It uses the perspective of relationship marketing to conduct the improving performance of temporary employee.Finally this study works out the determinants of temporary employee performance through the perspective of relationship marketing, is relationship with enterprise and employees “relationship benefit”, “shared values”, “communication”. Besides, enterprises should avoid opportunistic behavior to win the employees’ trust, and enhance the relationship commitment then get the goal of improving employees’ performance.