校務研究（Institutional Research）人力資源管理議題，漸獲校務研究者關注； 如何有效地提升高等教育機構行政人員的工作態度與績效產出，進而滿足學校利害 關係人各項需求，是校務治理中重要的課題之一。本研究旨在：一、探討大學內部 服務補救能否提升學校與行政人員間關係品質；二、了解大學進行內部關係的投資 程度，是否影響內部服務補救對內部關係品質的提升；三、分析在不同交換關係 （高／低品質領導—成員交換）下，大學內部服務補救所產生的效果（內部關係品 質）是否有所差異。本研究以公、私立大學250位行政人員為研究對象，採問卷調 查方式，並利用階層迴歸分析與Chow test來檢驗內部服務補救與內部關係品質間 的關聯性，以及干擾變數（領導成員交換和內部關係投資）程度上的差異是否會影 響上述兩者關係的變化。實證結果發現，研究假設皆獲支持。最後，研究結論針對 理論與實務意涵及後續研究提出具體建議。

Recently, issues of human resource management in institutional research (IR) gradually attract lot of attention from IR researchers, thus how to effectively improve administrative staffs’ job attitude and performance to meet the needs of stakeholders is one of the key issues in institutional governance. This study aims to explore: (1) whether internal service recovery enhances internal relationship quality; (2) whether universities’ internal relationship investment positively moderates relationship between internal service recovery and internal relationship quality; (3) whether effectiveness of internal service recovery differentiates under different exchange relationship (high/low quality leader-member exchange). The participants in this study were 250 administrative staffs from national and private universities. Hierarchical regression analysis and Chow test were adopted to seek relationship between internal service recovery and internal relationship quality, and whether degree of difference of moderators (leader-member exchange and internal relationship investment) had significant impact on relationship between internal service recovery and internal relationship quality. Empirical results showed that all hypotheses were supported. Finally, based on the results, this study provides some discussions, suggestions and managerial implications for future studies in higher education.