以組織要素對服務傳遞影響服務品質之探討－以高雄市交通警察局為例

The Influence of Organizational Elements on Service Delivery to Service Quality: A Case Study of Street Level Police Officer in Kaohsiung City

朱國光(Kuo-Kuang Chu) ； 曾建榮(Chien-Lung Tseng) ； 蔡蕙嬪(Hui-Pin Tsai)

《行銷評論》 11卷1期 (2014/03) Pp. 51-78

摘要

組織要素中以組織溝通、組織承諾與組織文化來影響服務品質，當提升服務品質時，需藉由上級傳達訊息至執行單位，本文以交通事故對服務傳遞溝通為研究議題。然交通事故處理服務品質不僅影響警察機關之威信，更攸關日後事故案件在申請保險理賠或肇因責任歸屬時及進入鑑定、偵查及研判階段能否還原事故真相與維護民眾雙方當事人之公平正義，本研究動機探究交通事故處理員警在面對民眾處理事故時的外部溝通與傳遞服務過程之差距，並探討警察內部組織在組織溝通、組織承諾、組織文化與服務傳遞溝通之間的影響。以高雄市警察局交通大隊事故處理的第一線員警及管理者為研究對象，採立意抽樣法加以衡量。研究結果發現在組織中擁有高度組織溝通與組織承諾之員警對服務傳遞愈具有顯著正向影響效果；研究建議在組織承諾的部分從高階領導者開始落實於組織的政策與制度中，才能有效化解部門界線，並將員警視為資產，藉由訓練、專業技能發展及升遷管理來影響員警的態度與行為，除可提升能力外，也讓員警感受到其自我價值並值得投資。對於組織思考，未來可透過內部人力資源管理措施，有效增強員警組織文化、組織溝通、組織承諾並獎勵對組織具有高度滿意之員警，以提昇組織服務品質。

關鍵字

組織溝通 ； 組織承諾 ； 組織文化 ； 服務傳遞 ； 服務品質

並列摘要

The study investigates the relationships between the internal organizations on service delivery communication and the different forms of organizational communication, organizational commitment, and organizational culture that outline the service delivery. The subjects that were studied included some frontline employees and a lieutenant who are currently working in The Kaohsiung City Police Department of Traffic Police Corps. This research used a questionnaire and purposive method sampling. The findings showed that the affective organizational communication and organizational commitment had a significant influence on service delivery and the affective service delivery had a significant influence on service quality. In organizational thinking, to go through internal human resources management practices in the future can effectively boost the police organizational culture, organizational communication, organizational commitment and retain a high degree of satisfaction within the police force while improving organizational quality of service.

並列關鍵字

organizational communication ； organizational commitment ； organizational culture ； service delivery ； service quality

參考文獻

Boshoff, J.,Tait, M.(1996).Quality perceptions in the financial services sector: the potential impact of internal marketing.International Journal of Service Industry Management.7(5),5-31.

Brady, M. K.,Cronin, J. J.,Brand, R. R.(2002).Performance-only measurement of service quality: a replication and extension.Journal of Business Research.55(1),17-31.

Buyukozkan, G.,Cifci, G.,Guleryuz, S.(2011).Strategic analysis of healthcare service quality using fuzzy AHP methodology.Expert Systems with Applications.38(8),9407-9424.

Christensen, L. T.,Cornelissen, J.(2011).Bridging corporate and organizational communication: review, development and a look to the future.Management Communication Quarterly.25(3),383-414.

Chu, K. K.,Li, C. H.,Chiu, P. H.(2010).A study of the quality of police services in exercising public power in Taiwan.Total Quality Management & Business Excellence.21(5),537-551.