國際觀光旅館主管魅力型領導、員工組織公民行為與服務品質之相關研究—以組織文化為干擾變項

A Study of Managers' Charismatic Leadership, Employees' Organizational Citizenship Behavior and Service Quality of International Tourist Hotels in Taiwan-organizational Culture as a Moderator

許順旺(Shun-Wang Hsu) ； 蘇紅文(Hung-Wen Su) ； 黃鉅勝(Chu-Sheng Huang)

《商管科技季刊》 13卷4期 (2012/12) Pp. 397-425

https://doi.org/10.30083/CMQ.201212.0003

摘要

本研究以台灣地區國際觀光旅館員工為研究對象，探討員工認知的主管魅力型領導、組織公民行為、服務品質與組織文化間的關係，經由文獻整理與業界的深度訪談，萃取題項輔助現成量表，受測對象為國際觀光旅館工作滿三個月以上之正式員工外，另請其直線主管以配對方式協助填答員工之服務品質。員工問卷共計發出500份問卷，回收有效問卷403份，有效問卷回收率為80.6%；主管問卷共計發放100份，回收有效問卷為81份，有效問卷回收率為81%。研究發現魅力型領導與員工組織公民行為、服務品質均存在顯著的正相關；員工組織公民行為與服務品質存在顯著的正相關，而組織公民行為會對魅力型領導與服務品質之間產生中介效果。組織文化（創新型與支持型）對魅力型領導與員工的組織公民行為會產生干擾效果。

關鍵字

魅力型領導 ； 組織公民行為 ； 服務品質 ； 組織文化 ； 國際觀光旅館

並列摘要

Targeting at the employees of international tourist hotels in Taiwan, this research aimed to explore the relationships between employees' perceptions on charismatic leadership, organizational citizenship behavior, service quality and organizational culture. The questionnaire was developed by literature review and in-depth interviews with hotel employees.. The research samples were full time employees and managers who have worked more than three months in the international tourist hotels in Taiwan. Sample matching method was applied so that direct managers were invited to evaluate service quality of their subordinate employees. Five hundred questionnaires were sent to employees and 100 questionnaires to the manager-level. A total of 403 valid questionnaires were received from employees, yielding a 80.6% response rate, while 81 valid questionnaires from manager-level were received, yielding a 81% response rate. Research results indicated that: (1) charismatic leadership had a significant positive effect on organizational citizenship behavior and service quality; (2) organizational citizenship behavior had a significant positive effect on service quality; (3) organizational citizenship behavior mediated the effect between charismatic leadership and service quality; and (4) organizational culture moderated the effect between charismatic leadership and organizational citizenship behavior.

並列關鍵字

Charismatic Leadership ； Organizational Citizenship Behavior ； Service Quality ； Organizational Culture ； International Tourist Hotel

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