2.4. Gi違 thuy院t và mô hình nghiên c泳u
2.4.1. Các giＶ thuyｘt nghiên cとu
2.4.1.1. M嘘i quan h羽 gi英c"n逢挨pi"d鰻ng và s詠 hài lòng c栄a nhân viên.
Theo Spector (1997); Dgtmqykv¦"x "e瓜pi"u詠"*3;:9+ n逢挨pi"d鰻pi"x "u詠"j k"n”pi"e栄c"
nhân viên mj»pi"e„"v逢挨pi"swcp"o衣pj"x噂k"pjcw."e„"pij c"n "npi"dpi" v"e"ve"8pi"8p" u"j k"npi"ec"pjÔp"xkp0"Akw"p {"e"vj"e"vj"n "fq 8嘘k"x噂k"pj英pi"pi pj"pij隠"n pj" x詠e 8員e"vj́x噂k"o泳e"8«k"pi瓜"e詠e"ecq"pj逢pi"8k隠w"mk羽p"n o"xk羽e"x»"épimj逸e"pijk羽v"e pi"
khơng làm hài lịng nhân viên="Ov"mje."pw"pjÔp"xkp"n o"xke"vtqpi"8kw"mkp"e<pi" vjpi"x "d壱p"t瓜p"8院p"o泳e"j丑"mj»pi"e„"mj違"p<pi"vk‒w"vk隠p"vj·"n逢挨pi"d鰻pi"mj»pi"e”p"o医{" #"pij c"p英c="Piq k"tc."8嘘k"x噂k"pj英pi"e»pi"xk羽e"8”k"j臼k"8co"o‒."uƒpi"v衣q.Èpj逢"pijk‒p" ew"mjqc"je."x "vt."epi"jkp."rjv"okpj.ẩvjÃ"pjÔp"xkp"ej"{w"n o"xke"xÃ"8co"o." u"vj ej"jp"n "xÃ"8ơk"pi0"Vw{"pjkp."8"ej"n "pjpi"vtpi"jr"8e"vj."vtqpi"vje"v" mjằpi"vj"rj"pjp"xck"vt"ec"npi"dpi"8p"u"j k"npi"ec"pjƠp viên, 8c"u"pjÔp" xkp"8k"n o"eằpi o映e"8 ej"ew嘘k"épi"e pi"n "8吋"mk院o"vk隠p"8吋"vtcpi"vt違k"eƒeeƒe"pjw"e亥w"
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x"zơ"jk"ẻ x壱v"ej医v"Ỵ vkpj"vj亥p, nj医v"n "vtqpi"d嘘k"e違pj"ncq"8瓜pi"荏"Xk羽v"Pco"x嘘p"8逢嬰e" zgo"n "ncq"8瓜pi"ikƒ"t飲"x "x医p"8隠"8«k"pi瓜"ncq"8瓜pi"x磯p"e”p"pjk隠w"j衣p"ej院. Dq"8„"p院w" pjÔp"xkp"eo"vj{"oe"npi"dpi"n "rj"jr"pjkw"mj"p<pi"j"u"e pi"j k"npi"xk" e»pi"xk羽e"*曳pi"j瓜"d荏k< Vt亥p"Mko"Fwpi."4227; EjÔw"Vwp"Jw{."422:=ẩ+0"V"8."ve"ik" 8"zwv"ik"vjw{v"J1:
H1<"Npi"dpi"e"ve"8pi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"xkp
2.4.1.2. M嘘i quan h羽 gi英a phúc l嬰i và s詠 hài lòng c栄a nhân viên.
Theo Herzberg (1959) rje"nk"mjằpi"vte"vkr"ocpi"nk"u"j k"npi"ec"pjÔp"xkp" pjpi"pw"vjkw"u"ocpi"8p"u"mjằpi"j k"npi"ec"pjÔp"xkp"8k"xk"v"eje0"Dk"n" rje"nk"e pi"n "ov"vtqpi"pjpi"vkw"ej "8pj"ik"8ơk"pi"ec"v"eje"xk"pjƠp"xkp0" PjƠp"xkp"u"swcp"vƠo"x "c"vj ej"jp"8k"xk"pjpi"eằpi"v{"ewpi"er"rje"nk"zơ"jk" vv"jp"uq"xk"pjpi"eằpi"v{"mje0"Pw"pj""epi"ov"8kw"mkp"n o"xke"x "oe"8ơk" pi"pj"pjcw"vjÃ"pjƠp"xkp"e vj吋"u胤"n詠c"ej丑p"8挨p"x鵜"ewpi"e医r"rj¿e"n嬰k"v嘘v"pj医v"x "zgo" pj逢"8„"n "vk‒w"ej "8吋"ej丑p"n詠c"pj "vw{吋p"f映pi0"O嘘k"swcp"j羽"ik英c"rj¿e"n嬰k"x "u"j k"npi" ec"pjƠp"xkp"8ơ"8e"zgo"zv"dk"pjkw"ve"ik"mje"pjcw"pj<"Vtp"Mko"Fwpi"*4227+ ejq"t茨pi"Rje"nk"zơ"jk"e"pj"jpi"v ej"ee"8p"u"j k"npi"vtqpi"eằpi"xke"ec"pjƠp" xk‒p="V逢挨pi"v詠."Vt鵜pj"V¿"Cpj"("N‒"Vj鵜"Rj逢挨pi"Nkpj"*4236+ e pi"pj壱p"8鵜pj"u詠"j k"n”pi" ec"pjÔp"xkp"d"ve"8pi"v ej"ee"dk"rje"nk"eằpi"v{0"Vjgq"ov"u"je"ik"mje."vtqpi" u"pjpi"piw{p"pjÔp"vjằpi"vjpi"x "rj"dkp"pjv"ve"8pi"8p"j k"n”pi"e»pi"xk羽e" e栄c" pi逢運k" ncq" 8瓜pi" dcq" i欝o" e„" rj¿e" n嬰k" z«" j瓜k"(Robert & Angelo, 2007; Adams & Frankmann, 1962=" Urgevqt." 3;;9+" piq k" tc." pj英pi pijk‒p" e泳w" vtqpi" p逢噂e" e pi" ej泳pi" okpj"ejq"o嘘k"swcp"j羽"p {<"Vt亥p"Mko"Fwpi."4227="Mj»k"("Pij鵜."4236=È+. V瑛"8„"vƒe"ik違" 8隠"zw医v"ik違"vjw{院v"J4<
H2<"Rj¿e"nぢk"e„"vƒe"8じpi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"xkp
2.4.1.3. M嘘i quan h羽 gi英c"8k隠u ki羽n làm vi羽c và s詠 hài lòng c栄a nhân viên.
Theo Luthans (1995)."8kw"mkp"n o"xke"e"oe"pj"jpi"8p"u"j k"npi"ec" pjƠp"xkp0"E"vj"zgo"zv"8kw"mkp"n o"xke""pjkw"ie"8"mje"pjcw"pj"e"u"xv" ejv"*x<p"rjpi"n o"xke."d p"ij."vtcpi"vjkv"d"o{"oeẩ+."pjkv"8."pj"upi."Ơo"
thanh bên ngồi,È"jc{"pj英pi"8k隠w"mk羽p"x隠"vkpj"vj亥p"pj逢"x<p"j„c"e»pi"u荏."ikcq"vk院r."n宇" pijk0"Mjk"8pj"ik"u"j k"npi"xk"eằpi"xke."pjƠp"xkp"vjpi"uq"upj"8kw"mkp"n o"
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xk羽e"e栄c"o·pj"uq"x噂k"8k隠w"mk羽p"n o"xk羽e"vk‒w"ejw育p"e栄c"z«"j瓜k"jq員e"x噂k"v鰻"ej泳e"v逢挨pi"v詠" vtqpi"pi pj"pij隠."n pj"x詠e."sw{"o»"jq衣v"8瓜pi0 Ak隠w"mk羽p"n o"xk羽e"n "o瓜v"{院w"v嘘"x»"épi" swcp"vtpi"x "ep"vjkv"8k"xk"pjƠp"xkp"vtqpi"sw trỡnh tỏe"pijk羽r."ikcq"vk院r"x "z穎"n#" e»pi"xk羽e0 Pw"8kw"mkp"zơ"jk"mo"jp"8kw"mkp"n o"xke"ec"pjƠp"xkp."vjÃ"8kw"p {" u"fp"8p"u"j k"npi"ec"pjƠp"xkp"xÃ"j"pij "j"8cpi"e"ov"x"vt "v嘘v"j挨p"uq"x噂k" pj英pi"p挨k"mjƒe"(Kaya, 1995)0"Vw{"pjkp"vjgq"Urgevqt"*3;;9+"e pi"ejq"tpi"pw"pjÔp" xk‒p"o "e„"8”k"j臼k"swƒ"ecq"x隠"8k隠w"mk羽p"n o"xk羽e"vj逢運pi"u胤"mj»pi"j k"n”pi"x隠"e»pi"xk羽e" e栄c"j丑0"Pjk隠w"pijk‒p"e泳w"ejq"t茨pi."u詠"j k"n”pi"vtqpi"e»pi"xk羽e"ej鵜w"違pj"j逢荏pi"n噂p"fq" 8k隠w"mk羽p"n o"xk羽e"mj»pi"8違o"d違q"(Herzberg, 1987; Mj»k"("Pij鵜."4236+0"V瑛"8„."vƒe"ik違" 8隠"zw医v"ik違"vjw{院v"J5<
H3<"Akw"mkp"n o"xke"e"ve"8pi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"xkp
2.4.1.4. M嘘i quan h羽 gi英c"8 q"v衣o và s詠 hài lòng c栄a nhân viên.
Theo Landale (1999) 8 q"vq"vr"vtwpi"x q"xke"je"vr"ec"pjÔp"xkp"8"rjv"vtkp" eƒe"m悦"p<pi"x "mk院p"vj泳e"e亥p"vjk院v"ejq"x鵜"vt "e»pi"xk羽e0"Vtqpi"d嘘k"e違pj jk羽p"pc{."8 q"v衣q" n "o瓜v"mj c"e衣pj"t医v"swcp"vt丑pi"vtqpi"xk羽e"v嘘k"8c"j„c"n嬰k"pjw壱p"e栄c"v鰻"ej泳e0"Vjgq"Poh & Abd Hamid (2001)."8 q"vq"n "ov"jqv"8pi"ejkp"ne"swcp"vtpi"ec"v"eje"zÔ{"fpi" nk"vj"epj"vtcpj"dp"xpi"8"vp"vk"x "rjv"vtkp0"Ucw"mjk"8e"8 q"vq"x "rjv"vtkp."m" p<pi"ec"pjÔp"xkp"8e"pÔpi"ecq."8kw"p {"ikr"j"jq p"vj pj"vv"eằpi"xke"x "eo" vj{"j k"npi0"Dp"epj"8."pjÔp"xkp"e pi"e"vj"u"e"8e"npi"vkp"v"er"vtp."v"8" 8逢嬰e"vtcq"sw{隠p"pjk隠w"j挨p"x "pj壱p"8逢嬰e"pj英pi"rj亥p"vj逢荏pi"x隠"x壱v"ej医v."vkpj"vj亥p"pjk隠w" j挨p0 Ee"pijkp"ew"vte"8Ô{"ejq"vj{"8 q"vq"e"ve"8pi"v ej"ee"8p"u"j k"npi" eằpi"xke"(Chiang, Back, & Canter, 2005; Ock"Pi丑e"Mj逢挨pi"("D́k"Fk宇o"Vk院p."4236;
Tk¦ycp"x "e瓜pi"u詠."4234+. Vasudevan (2014) e pi"pj壱p"vj医{"t茨pi"8 q"v衣q"e„"vƒe"8瓜pi" v ej"ee"x "e"pj"jpi"8pi"m"8p"u"eco"mv"x "j k"npi"ec"pjÔp"xkp"xk"v"eje0 V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J6<
H4<"A q"vＴq"vƒe8じpi"v ej"eばe"8ｘp"uば"j k"npi"eằpi"xke"ec"pjÔp"xkp
2.4.1.5. M嘘i quan h羽 gi英c"e挨"j瓜k"vj<pi"vk院n và s詠 hài lòng c栄a nhân viên.
E挨"j瓜k"vj<pi"vk院p"n "mj違"p<pi"e„"8逢嬰e"pj英pi"x鵜"vt "eằpi"xke"vv"jp"vtqpi"eằpi" xke"pj"u"ev"pje."8"dv"v"pik"mje"x "rjp"8w"tp"nw{p"ec"dp"vjÔp0"Pjkw" pjƠp"xkp" owp"8e"vj<pi"vkp"8"e"8e"8ơk"pi"ecq"jp"x" xv"ejv"pjpi"swcp"
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vt丑pi"j挨p"pi逢運k"vj<pi"vk院p"u胤"e„"8逢嬰e"u詠"vj瑛c"pj壱p."u詠"sw#"p吋"e栄c"pjk隠w"pi逢運k0"N¿e"8„." eqp"pi逢運k"8逢嬰e"j k"n”pi"pjw"e亥w"8逢嬰e"v»p"vt丑pi0"X·"x壱{."o丑k pi逢運k"ncq"8瓜pi."8隠w"p厩"n詠e" n o"xk羽e"8吋"v·o"mk院o"o瓜v"x鵜"vt "mjƒ"j挨p"vtqpi"u詠"pijk羽r"e栄c"o·pj"vj»pi"swc"e挨"j瓜k"8逢嬰e" vj<pi" vk院p0" Vjgq" Mj»k" (" Pij鵜" *4236+" e挨" j瓜k" 8逢嬰e" 8 q" v衣q" x " vj<pi" vk院p" n " o瓜v" vtqpi" pj英pi"{院w"v嘘"swcp"vt丑pi"pj医v"vƒe"8瓜pi"8院p"u詠"j k"n”pi"e栄c"nhân viên. Vtqpi"n pj"x詠e"{" v院."e挨"j瓜k"vj<pi"vk院p"e pi"8逢嬰e"ej泳pi"okpj"n "e„"違pj"j逢荏pi"8院p"u詠"j k"n”pi"e»pi"xk羽e" *Ci{grqpi"x "e瓜pi"u詠."4226+0"M院v"nw壱p"v逢挨pi"v詠"e pi"8逢嬰e"ej泳pi"okpj"d荏k<"Vt亥p"Mko"
Dung, 2005; Mj»k" (" Pij鵜." 4236= EjÔw" Vwp" Jw{." 422:= Piw{宇p" Vj鵜" Pi丑e" Fk宇o." 4238=È Piq k"tc."Dtqyp"*4227+"e pi"ejq"tpi"pjÔp"xkp"e"vj"v"d"eằpi"xke"ec"j." vÃo"mko"xke"n o"ok"jqe"vjc{"8k"pij"pijkr"pw"oe"8"j k"npi"eằpi"xke"vjr" piw{p"pjÔp"ej pj"n "fq"pjÔp"xkp"eo"vj{"vjkw"e"jk"vj<pi"vkp"pij"pijkr0"V"8." ve"ik"8"zwv"ik"vjw{v"J7<
H5: E￢"jじk"vj<pi"vkｘp"vƒe"8じpi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"xkp
2.4.1.6. M嘘i quan h羽 gi英a s詠 trao quy隠n và s詠 hài lịng c栄a nhân viên.
U"vtcq"sw{p"ejq"pjƠp"xkp"z{"tc"mjk"ov"pjƠp"xkp"e"zw"jpi"ejkc"u"vjằpi"vkp" ec"pj."pƠpi"ecq"sw{p"v"sw{v"ec"pj"mjk"tc"sw{v"8pj"(Karim & Rehman, 2012). Wellins (1991) mjpi"8pj"tpi"ov"v"eje"vr"vtwpi"x q"vtcq"sw{p"ejq"pjÔp"xkp"u"e" vj"fw{"vtÃ"u"vp"vk"ec"p"x"nÔw"f k0"Ov"mje."Piw{p"Vj"Pie"Fko"*4238+ cho
t茨pi"{院w"v嘘"e違p"vt荏"swƒ"vt·pj"jq p"vjk羽p"o瓜v"v鰻"ej泳e"x "iÔ{"tc"u"mjằpi"j k"npg cho
pjÔp"xkp"n "pik"swp"n#0"Dk"xÃ"j"e"sw{p"sw{v"8pj"pjpi"j"mjằpi"jkw"m"ok" xp"8"ec"eằpi"xke."pie"nk."pjÔp"xkp"jkw"t "vÃpj"jÃpj"eằpi"xke"pjpi"j"mjằpi" e"sw{p"sw{v"8pj"fq"8"vtqpi"vtpi"jr"p {."xke"vtcq"sw{p"ejq"pjÔp"xkp"e"vj"n " o瓜v"ik違k"rjƒr"v嘘v0"Piq k"tc."Piw{宇p"Vj鵜"Pi丑e"Fk宇o"*4238+ ej雨"tc"t茨pi"u詠"vtcq"sw{隠p"e„" pj"jpi"v ej"ee"8pi"m"8p"u"j k"npi"ec"pjƠp"xkp0"Vpi"v."He, Murrmann, & Perdue (2010) 8«"ej泳pi"okpj"t茨pi"xk羽e"vtcq"sw{隠p ejq"pjƠp"xkp"e"pj"jpi"vv"8p" ejv"npi"fej"x"x "u"j k"n”pi"e»pi"xk羽e0"D‒p"e衣pj"8„."vjgq"Chang, Chiu, & Chen (2010) ov"u"npi"np"ee"mv"sw"pijkp"ew"ejq"vj{"tpi"u"vtcq"sw{p"ewpi"er" ov"vtk"pijko"eằpi"xke"v ej"ee"ejq"pjÔp"xkp"x "fq"8."p"fp"8p"oe"8"j k"npi" ecq"ec"pjÔp"xkp0"Jp"pc."Lwp"x "epi"u"*4228+e pi"8欝pi"#"x噂k"swcp"8k吋o"p {0"Zw医v" rjƒv"v瑛"vj詠e"v院"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J8<
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IkＶ"vjw{ｘv"J6<"U"vtcq"sw{p"ve"8pi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"
viên
2.4.1.7. M嘘i quan h羽 gi英a làm vi羽c nhóm và s詠 hài lịng c栄a nhân viên.
O嘘k"swcp"j羽"ik英c"n o"xk羽e"pj„o"x "u詠"j k"npi"ec"pjƠp"xkp"v"nƠw"8ơ"8e"ee" je" ik" pijkp" ew" x " swcp" vÔo" vtp" vq p" vj" ikk" vtqpi" pjkw" n pj" x詠e" pijk‒p" e泳w0"
Kalisch & Lee (2009) ejq"t茨pi"n o"xk羽e"pj„o"n "o瓜v"pj„o"pi逢運k"j厩"vt嬰"n磯p"pjcw"8吋"8衣v" 8逢嬰e"o映e"vk‒w"e栄c"v鰻"ej泳e0"V逢挨pi"v詠."Rwtf{"x "e瓜pi"u詠"*4232+"ejq"t茨pi"n o"xk羽e"pj„o" n "ov"sw"vtÃpj"v"eje"ee"pjo"ikc"ee"pjÔp"xkp"8"jq p"vj pj"eằpi"xke"pjv"8pj0" Fq"8„."n o"xk羽e"pj„o"n "o瓜v"nq衣k"v鰻"ej泳e"x "j嬰r"vƒe"8逢嬰e"vjk院v"m院"8吋"8衣v"8逢嬰e"o瓜v"o映e" vk‒w"e映"vj吋"e栄c"v鰻"ej泳e"*Ock"Pi丑e"Mj逢挨pi"("D́k"Fk宇o"Vk院p."4236+0"A嘘k"x噂k"pj英pi"e»pi" xk羽e"rj泳e"v衣r"nw»p"8k"mflo"x噂k"pjk隠w"t栄k"tq."pj医v"n "vtqpi"n pj"x詠e"{"v院"e pi"e亥p"vjk院v."8隠" ecq"x "pj医p o衣pj"xck"vt”"e栄c"n o"xk羽e"pj„o"8員e"dk羽v"8嘘k"x噂k"pj英pi"ec"o鰻"rj泳e"v衣r0
Theo Lwp"x "e瓜pi"u詠"*4228+n o"xk羽e"vjgq"pj„o"n "o瓜v"vtqpi"pj英pi"{院w"v嘘"swcp"vt丑pi"f詠" dq"x"u"j k"npi"ec"pjÔp"xkp0"Vpi"v."Lwp"x "epi"u"*4228+ e pi"ejq"t茨pi"n o" xke"vjgq"pjo"e"pj"jpi"v ej"ee"8pi"m"8k"xk"u"j k"npi"ec"pjÔp"xkp0"Vtqng
n pj"x詠e"{"v院."eƒe"{"dƒe"u "rj違k"vj逢運pi"zw{‒p"j瓜k"ej育p"x "n o"xk羽e"pj„o"x噂k"pjcw"8隠"8逢c" tc"pjpi"rje"8"8kw"vt"rj"jr"ejq"dpj"pjÔp"jc{"xke"vjpi"zw{p"rjk"vjco"ikc" pjpi"8"p"pijkp"ew"ejw{p"uÔw."pjpi"ec"rjw"vjwv"rje"vr.ẩ"fq"8e"vj"ec" pi pj"pij隠"fq"8„"xck"vt”"e栄c"n o"xk羽e"pj„o"vj壱v"u詠"swcp"vt丑pi"x "mj違"p<pi"e pi"u胤"違pj" j逢荏pi"8院p"u詠"j k"n”pi"vtqpi"e»pi"xk羽e"e栄c"j丑0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J7 sau:
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viên
2.4.1.8. M嘘i quan h羽 gi英a m泳e"8瓜 tôn tr丑ng và s詠 hài lòng c栄a nhân viên.
Vjgq"vjw{院v"pjw"e亥w"e栄c"Ocunqy."pjw"e亥w"8逢嬰e"v»p"vt丑pi"x "8逢嬰e"vj吋"jk羽p"n "荏"e医r" ecq"pj医v0"Clark (2002) ejq"tpi"oe"8"8e"vằp"vtpi"n "pjÔp"v"swcp"vtpi"pjv"ikk" vj ej"u"vjc"p"vtqpi"eằpi"xke"ec"pjƠp"xkp0"Mje"xk"{w"v"npi"vkp."u"vằp"vtpi" vj"jkp"xke"pjƠp"xkp"e"8e"u"vkp"vpi"jc{"8pj"ik"ecq"v"pik"mje"jc{"mjằpi." e"vj"n "u"vằp"vtpi"v"mjej"j pi."8pi"pijkr"jc{"nơpj"8q"vtqpi"mjk"npi"vkp"nk"zwv" rjv"v"dp"vjƠp"pjƠp"xkp"8p"xk"pik"mje0"Vtp"vje"v."mjằpi"ck"n "mjằpi"e"pjw" ew"8e"vằp"vtpi."f"n "ov"pjƠp"xkp"swv"fp"jc{"nơpj"8q"er"ecq."vw{"pjkp"e pi" 8違o"pjk羽o"pj英pi"ej泳e"x映"荏"pj英pi"x鵜"vt "e pi"ecq."pjw"e亥w"e亥p"8逢嬰e"v»p"vt丑pi"e pi"n噂p0"
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O泳e"8瓜"v»p"vt丑pi"8逢嬰e"vj吋"jk羽p"荏"pjk隠w"mj c"e衣pj"mjƒe"pjcw."e„"vj吋"n "u詠"v»p"vt丑pi"x隠" eằpi"xke."8ơk"pi."u"vằp"vtpi"x"nk"pk."uw{"pij ."#"mkp"ec"e"pjƠp"jc{"u"vjc"pjp" v"e"swcp"jc{"v"eje0"U"vằp"vtpi"vje"ejv"n "u"vjc"pjp"ik"vt"ec"pik"mje" vjằpi"swc"pjpi"8pj"ik"ec"dp"vjƠp0"E"8e"u"vằp"vtpi"v"pik"mje"vje"ejv"n " e"8e"u"vjc"pjp"v"pik"mje"x"ik"vt"dp"vjƠp."fq"8."ov"mjk"8ơ"8e"vjc" pjp."8e"8pj"ik"8pi"xk"p<pi"ne."rjo"ejv."vtÃpj"8"ec"pj"pjƠp"xkp"u"j k" npi"ov"eej"e"8kw"mkp"xk"eằpi"xke0"Pie"nk."pw"j"mjằpi"8e"vằp"vtpi"8pi" pij c"xk"xke"ik"vt"ec"dp"vjƠp"mjằpi"8e"vjc"pjp."j"u"p{"ukpj"vƠo"n#"mjằpi"
hài lịng, chán ghét."vj壱o"ej "d臼"xk羽e0"Pjk隠w"vƒe"ik違"ejq"t茨pi"o泳e"8瓜"v»p"vt丑pi"n "o瓜v" vtqpi"pj英pi"{院w"v嘘"8亥w"x q"swcp"vt丑pi"vtqpi"xk羽e"v衣q"n壱r"u詠"j k"npi"x "vkp"vpi"ec" mjej"j pi"*EjÔw"Vwp"Jw{."422:+0"V"8."ve"ik"8"zwv"ik"vjw{v"J:<
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2.4.1.9. M嘘i quan h羽 gi英a s詠 h泳ng thú cơng vi羽c và s詠 hài lịng c栄a nhân viên.
U"jpi"vj"vtqpi"eằpi"xke"8"er"8p"xke"pjƠp"xkp"e"pko"vj ej"vj"x "jpi" mjk"8k"xk"vj pj"sw"ec"eằpi"xke"jc{"mjằpi"jqe"n "pjÔp"xkp"e"eo"vj{"eằpi"xke" jkp"vk"ec"j"n "vj"x"jc{"mjằpi0"Vje"v"ejq"vj{"n "eqp"pik"e"zw"jpi"nc"ejp" pj英pi"e»pi"xk羽e"rj́"j嬰r"x噂k"p<pi"n詠e."ejw{‒p"o»p"x "u荏"vj ej"x "j丑"vj逢運pi"8衣v"8院p"u詠" vj pj"e»pi"pj医v"8鵜pj"p院w"n o"8¿pi"e»pi"xk羽e"o·pj"vj ej."u荏"vt逢運pi"x "8co"o‒0"Pi逢嬰e" nk."xk"pjpi"eằpi"xke"mjằpi"e"u"vj ej"vj."pjƠp"xkp"ej"n "xke"ov"eej"8k"rj."vtÃ" jqơp"x "p<pi"uwv"vjr0"Vtqpi"vje"v."u"jpi"vj"8ằk"mjk"ep"8e"8pj"ik"ecq"jp"e" pj英pi"8«k"pi瓜"x隠"x壱v"ej医v"8嘘k"x噂k"pj英pi"e»ng xk羽e"ocpi"v pj"ej医v"8員e"vj́0"Phân viên
p q"pij "e»pi"xk羽e"o·pj"n o"n "vj¿"x鵜"vj·pjk隠w"mj違"p<pi pjÔp"xkp"8"j k"npi"jp"vtqpi" eằpi"xke"x "8e"8pi"xkp"vv"jp"n "pjÔp"xkp"o "mjằpi"vj ej"vj"x"eằpi"xke"ec" j丑0"V瑛"8„."u詠"j泳pi"vj¿"vtqpi"e»pi"xk羽e 8逢嬰e"ejq"n "o瓜v"{院w"v嘘 ej pj"f詠"8qƒp"ejq"u詠"j k" npi"ec"pjƠp"xkp"(Luthans, 1995)0"D‒p"e衣pj"8„.""pjk隠w"pijk‒p"e泳w"8«"ej泳pi"okpj"u詠" j泳pi"vj¿"vtqpi"e»pi xk羽e"e„"u詠"vƒe"8瓜pi"v ej"e詠e"8ƒpi"m吋"8院p"u詠"j k"n”pi"vtqpi"e»pi"xk羽e" ec"pjƠp"xkp"(Plate & Stone, 1974; Vtp"Mko"Fwpi."4227."EjÔw"Vwp"Jw{."422:=ẩ+0" X噂k"d嘘k"e違pj"pi pj"{"v院."x噂k"v pj"ej医v"8員e"vj́"tk‒pi"dk羽v."e„"vj吋."u詠"j泳pi"vj¿"x "8co"o‒" xk"eằpi"xke"n "ov"{w"v"8{"vko"p<pi"8"ikk"vj ej"u"j k"npi"vpi"vj"ec"pjÔp" xk‒p0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J;<
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2.4.1.10. M嘘i quan h羽 gi英a lòng tin và s詠 hài lịng c栄a nhân viên.
N”pi"vkp"n "o瓜v"mjƒk"pk羽o"vt瑛w"v逢嬰pi"8逢嬰e"f́pi"8吋"8q"n逢運pi"e違o"pj壱p"vkp"e壱{"e栄c" ov"e"pjƠp"8k"xk"e"pjƠp"jc{"v"eje"mje0"Npi"vkp"e"8e"swc"vjk"ikcp"vkr"ze" jc{"swc"u"vkr"pjp"ov"eej"xằ"vÃpj"jc{"e"#"pjpi"vjằpi"vkp"x"8k"vpi"8e"tin
vpi0"Npi"vkp"vtqpi"pijkp"ew"p {"8e"zgo"zv"ikc"jck"mj c"epj"dcq"io"npi"vkp" xk"8pi"pijkr"x "npi"vkp"xk"er"vtp0"Ak"xk"er"vtp."npi"vkp"ec"pjƠp"xkp"vj"jkp" 荏"u詠"vkp"v逢荏pi"x q"pj英pi"8逢運pi"n嘘k."ej pj"uƒej."8«k"pi瓜."ejk院p"n逢嬰e"rjƒv"vtk吋p"v鰻"ej泳e.È=" Ak"xk"8pi"pijkr."npi"vkp"vj"jkp""u"vằp"vtpi."ek"o"x "vkp"e{.ẩ"Pjkw"pijkp" ew"ejq"vj{"npi"vkp"ec"pjƠp"xkp"8k"xk"er"vtp"e"ve"8pi"opj"8p"u"j k"npi" pjƠp"xkp"pj"Driscoll (1978) ejq"tpi"npi"vkp"n "pjƠp"v"sw{v"8pj"ikr"n o"v<pi"u" j k" npi" ec" pjÔp" xkp." vtqpi" mjk" 8" Nciceg" x " e瓜pi" u詠" *3;;3+ e pi" ejq" t茨pi" u詠" vkp" v逢荏pi"n磯p"pjcw"ik英c"e医r"vt‒p"Ỵ pjƠp"xkp"er"fk"8ơ"n o"v<pi"u"j k"npi"ec"pjƠp"xkp" e医r" f逢噂k0" Pj英pi" m院v" nw壱p" v逢挨pi" v詠" e pi" v·o" vj医{" vtqpi" eƒe" pijk‒p" e泳w e栄c<"Dirks & Ferrin (2001), Flaherty & Pappas (2000)=È"D‒p"e衣pj"8„."Matzler & Renzl (2006) e pi" 8«"ej雨"tc t茨pi"n”pi"vkp"*mj»pi"ej雨"8嘘k"x噂k"n«pj"8衣q"o "e”p"8嘘k"x噂k"8欝pi"pijk羽r+"e„"vƒe" 8瓜pi"v ej"ee"8p"u"j k"npi"ec"pjƠp"xkp"vtqpi"eằpi"xke0"Vtqpi"ok"swcp"j"eằpi" xke"pk"eằpi"u."pw"ejwpi"swcpj"pjƠp"xkp"n "pjpi"pik"8pi"vkp"e{"*v"er"vtp" ejq"8p"8pi"pijkr+."pjƠp"xkp"u"e"8e"ov"oằk"vtpi"n o"xke"cp"vq p."jkw"sw" x "8o"dq0"Pj"x{."npi"vkp"*8k"xk"er"vtp"x "8pi"pijkr+"e"ve"8pi"opj"x " vte"vkr"8p"u"j k"npi"ec"pjÔp"xkp0"V"8."ve"ik"8"zwv"ik"vjw{v"J32"x "J33<
H10: Lũng vkp"xk"8pi"pijkr"e"ve"8pi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"
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H11<"Npi"vkp"xk"er"vtp"e"ve"8pi"v ej"ee"8p"u"j k"npi"eằpi"xke"ec"pjÔp"
viờn
2.4.1.11. M嘘i quan h羽 gi英a s詠 hài lòng và lòng trung thành c栄a nhân viên.
Pjkw"pijkp"ew"8ơ"ejpi"okpj"8e"tpi"u"j k"npi"ec"pjƠp"xkp"e"vo"swcp" vtpi"8p"xk"v"eje"pj"vj"p q0"Piq k"xke"ikr"ejq"pjÔp"xkp"n o"xke"jkw"sw"jp." v<pi"p<pi"uwv"(Eskildsen & Dahlgaard, 2000)."u"j k"npi"ec"pjÔp"xkp"ep"n "{w"v" sw{v"8pj"8p"u"eco"mv"x "npi"vtwpi"vj pj"ec"v"eje"*pj"Mak & Sockel, 2001; Grønholdt & Martensen, 2018)0"Xke"ewpi"er"u"j k"npi"ejq"pjƠp"viên cịn giúp làm
35
o·pj" v<pi" fqcpj" vjw"(Tutuncu & Ozturk, 2001). Piq k" tc." u詠" j k" n”pi" ec" pjƠp" xkp" vtqpi"eằpi"xke"ep"ve"8pi"8p"u"j k"npi"vtqpi"ewe"upi."pjpg ai hài lịng trong
e»pi"xk羽e"vj逢運pi"e違o"vj医{"j k"n”pi"vtqpi"ew瓜e"u嘘pi"e栄c"j丑"Spector (1997+0""8Ô{"ep" rjÔp"dkv"u"j k"npi"ec"pjÔp"xkp"x "8pi"xkp"pjÔp"xkp."8pi"xkp"n "fp"fv"pjÔp" xkp"8v"8e"pjpi"oe"vkw"8ơ"8"tc"xk"p"ne"np"pjv0"Pj"x{."8pi"xkp"n "ee" j pj"8pi"8"mjkp"pjƠp"xkp"e"ipi."ep"u"j k"npi"ec"pjÔp"xkp"ej"oằ"v"u"jpj" rje"ec"j"vtqpi"eằpi"xke0"K院v"sw違"pijk‒p"e泳w"e栄c Kim Dung x "e瓜pi"u詠 (2005) cho
vj{"e"u"vpi"ve"fpi"ikc"u"j k"npi"ec"pjÔp"xkp"vtqpi"eằpi xk羽e"x "n”pi"vtwpi vj pj"e栄c"j丑"8嘘k"x噂k"v鰻"ej泳e0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J34<
H12<"Uば"j k"n”pi"e„"vƒe"8じpi"v ej"ee"8p"npi"vtwpi"vj pj"eằpi"xke"ec"pjÔp"xkp