中華航空公司品質管理導入、顧客導向、知識分享對組織公民行為與工作績效的影響

The Effects of Quality Management Implementation, Customer Orientation and Knowledge Sharing on Organizational Citizenship Behavior and Job Performance in the Airline Industry: Evidence from China Airlines

顧景昇(Edward Ku) ； 楊俊明(Chun-Ming Yang) ； 賴妙妍(Miao-Yen Lai)

《運輸計劃季刊》 40卷3期 (2011/09) Pp. 309-334

https://doi.org/10.6402/TPJ.201109.0078

摘要

本研究目的在探討以顧客為導向的中華航空公司，導入品質管理計劃時，如何影響中華航空空服團隊之組織公民行為及其工作績效。同時，本研究也分析知識分享在組織公民行為與工作績效之間的調節效果，將有助於了解其對於空服員品質觀念的落實及工作績效提升之影響。本研究以中華航空公司空服組員為研究對象，共計592個有效樣本；結果發現，組織公民行為對顧客導向與工作績效具有中介的效果，而品質管理導入對提升組織公民行為較不明顯，但品質管理導入可直接影響工作績效。此外，知識分享意願在品質管理導入過程中，有助於組織公民行為及工作績效的提升。本研究提出企業對品質管理導入過程中應該注意的建議事項，減少企業在導入品質計畫過程所耗費的成本。

關鍵字

顧客導向 ； 品質管理 ； 組織公民行為 ； 工作績效 ； 知識分享

並列摘要

Enforcing for the raising of customer service quality and seriously competitive situation, many organization implement the total quality management (TQM) practices to enchant operation process improving and service quality. The purpose of this study is to determine how TQM, customer orientation and knowledge sharing affect organizational citizenship behavior and job performance in China-Airlines.In this study, 592 effective respondents are randomly selected from China-Airlines flight attendants. Findings demonstrated that organizationalcitizenship behavior has mediating effect between customer orientation and jobperformance; TQM has not significant direct positive relationship with organizational citizenship behavior, but has significant direct positiverelationship with job performance. However, the important result is the strong evidence that customer orientation enhances organizational citizenship behavior, which in turn helps to improve job performance, and knowledge sharing moderates effects between organizational citizenship behavior and jobperformance.

並列關鍵字

Customer orientation ； Quality management ； Organizationalcitizenship behavior ； Job performance ； Knowledge sharing

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