國內大專院校圖書館為顧客導向的服務型組織，面對日益提高的校內研究與社會公益服務需求，在獎酬制度彈性不足及競爭壓力低的環境下，人員產生熱情不足，創新有限，士氣低落的問題，如何從人力資源發展面向著手，達到持續創新永續發展的目標，「服務導向組織公民行為」成為圖書館組織中的關鍵議題。
本研究從正向組織行為學的角度，將研究重心放在圖書館從業人員的心理層面，目的在於以跨層次模式驗證真誠領導與服務導向組織公民行為的關係，並探討個人層次的心理資本與組織層次的服務氣候的中介效果。
本研究採問卷調查法，以國立大學圖書館館員為研究對象，共發送870份問卷，經過兩階段的調查程序，共回收來自28所國立大學圖書館，510份有效的問卷。運用階層線性模式分析，從圖書館組織與個人層面，分別檢測主管的真誠領導、館員的心理資本、組織的服務氣候與館員服務導向組織公民行為間的關係，結果指出館員對直屬主管的真誠領導知覺、組織服務氣候知覺以及館員本身的心理資本，對館員的服務導向組織公民行為均有顯著的正向影響。在中介效果分析方面，館員的心理資本完全中介真誠領導對館員服務導向組織公民行為的影響，以及服務氣候對服務導向組織公民行為的影響；圖書館組織的服務氣候亦完全中介真誠領導對館員服務導向組織公民行為的影響。
本研究正視巢套型資料的特性，採用跨層次的分析模式進行組織與個人層次的資料分析，研究成果可充實組織行為學在圖書館領域的學術研究，在實務方面則可提供圖書館實務工作上的助益，並可延伸提供公部門的服務單位參考運用。

The university libraries are customer-oriented service organization. In recent years, the university libraries take stress from the increasing demand of research and social welfare service. Due to the insufficient reward system and the low competitive climate of workplace, the librarians become lacking of enthusiasm and morale, and with limited innovation. In order to proceed from the development of human resources to achieve sustainable development, "Service-oriented organization citizenship behavior" has become a key issue in the library organization.
This study focuses on the psychological aspects of the university librarians from the perspective of positive organizational behavior. The purpose of the study is to examine empirically a multilevel model of cross-level interactions between authentic leadership at the group level and the service-oriented organizational citizenship behavior at the individual level. This study also investigates the mediating role of personal psychological capital and organizational service climate.
Through conducting two stages questionnaire survey, this study totally distributed 870 questionnaires to the university librarians and got 510 paired returned questionnaires from 28 university libraries. With hierarchical linear modeling (HLM) analysis, the results demonstrated that authentic leadership, psychological capital, and service climate all have positive effects on the service-oriented organizational citizenship behavior. In addition, the relationship between authentic leadership and service-oriented organizational citizenship behavior is fully mediated by psychological capital and organization service climate.
This study uses cross-level approach to analysis multilevel data from organizational and individual level. The findings of study makes a significant empirical contribution to the university libraries and can be applied extended to non-profit public service organization.

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