國際線空服員對轉換型領導、服務氣候與服務導向公民行為之研究：以內、外控人格特質為干擾變項

Study of Transformational Leadership, Service Climate and Service-oriented Citizenship Behavior of Cabin Attendants in the International Airline: Locus of Control Personality Traits as a Moderator

許順旺(Shun-Wang Hsu) ； 林笠倫(Li-Lun Lin) ； 張姮燕(Heidi H. Chang)

《人力資源管理學報》 10卷1期 (2010/03) Pp. 53-77

https://doi.org/10.6147/JHRM.2010.1001.03

摘要

本研究以國際線空服員爲研究對象，探討空服員對轉換型領導、服務氣候與服務導向公民行爲之研究，以及透過內、外控人格特質的干擾，是否會對服務氣候與服務導向公民行爲之間產生影響。研究採便利抽樣方式進行問卷調查，受測對象爲某一航空公司國際線之本國籍空服員，問卷共計發放400份，回收有效問卷320份。研究結果顯示：轉換型領導與服務氣候存在顯著正相關；服務氣候與服務導向公民行爲及其子構面服務傳遞、主動參與及忠誠度均存在顯著正相關；轉換型領導與服務導向公民行爲及其子構面均存在顯著正相關；服務氣候對轉換型領導與服務導向公民行爲及其子構面服務傳遞、主動參與及忠誠度的關係皆會產生中介的效果；內控人格特質對於服務氣候與服務傳遞的關係具有干擾的效果；而外控人格特質對於服務氣候與主動參與及忠誠度的關係具有反向干擾的效果。

關鍵字

轉換型領導 ； 服務氣候 ； 服務導向公民行為 ； 內 ； 外控人格特質

並列摘要

This research targets at cabin attendants serving in the international flights, and aims to explore the relationship among cabin attendants' transformational leadership, service climate and service-oriented citizenship behavior. We also examine the moderator effect of locus of control personality traits on the relationship between service climate and service-oriented citizenship behavior. The questionnaire survey method was used to collect data through convenience sampling. The samples of this research were native cabin attendants who have served international flights for an Airline company in Taiwan. There are 400 questionnaires sent to cabin attendants, and 320 questionnaires were received. The research results found (1) a positive correlation between transformational leadership and service climate; (2) a positive correlation between service climate and service-oriented citizenship behavior (i.e., service delivery, participation, and loyalty); (3) a positive correlation between transformational leadership and service-oriented citizenship behavior (i.e., service delivery, participation, and loyalty); (4) a mediator effect of service climate on the relationship between transformational leadership and service-oriented citizenship behavior; (5) a moderation effect of internal locus of control personality trait on the relationship between service climate and service-oriented citizenship behavior (i.e., service delivery) while external locus of control personality trait has a negative moderation effect on the relationship between service climate and service-oriented citizenship behavior (i.e., participation, and loyalty).

並列關鍵字

transformational leadership ； service climate ； service-oriented citizenship behavior ； locus of control in personality

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