在今天勞工意識抬頭的時代,企業領導者越來越注重員工的想法,也越來越明白優秀的人才能使組織基業長青。因此,領導者風格對於組織影響力的相關議題則日益受到重視。本研究透過個案企業中之客服人員的角度以進行探討領導者風格、組織氣候與組織公民行為之關聯性,研究發現如下: (1)交易型領導對組織公民行為產生影響。這類的領導者與部屬的關係建立於交換關係之上,一方有所求,而另一方則提供滿足所求。當部屬的所求得到滿足後,便會展現出組織公民行為。 (2)轉換型領導對組織公民行為產生影響。此類型的領導者傾向滿足部屬的心靈層次需求,樹立典範甚或成為部屬的學習標竿。當部屬接受了轉換型領導風格後,即展現公民行為來回饋其效力的組織。 (3)組織氣候對組織公民行為產生影響。而本研究之組織氣候量表,其三個構面 — 責任風氣、人際關係和團體互動中,則以責任風氣的相關分析係數最高。此可解釋,在客服人員的工作環境中,因其工作獨立性高,同時需要較佳的立即應變能力處理客訴問題,故當其責任風氣越好時,影響所及展現出組織公民行為越顯著。 (4)當轉換型領導與交易型領導同時存在時,交易型領導對組織公民行為產生的影響大於轉換型領導。 (5)本研究驗證領導者風格會影響組織氣候,並進而影響其組織公民行為的展現;而組織氣候還是影響組織公民行為展現的最直接因素。
Nowadays, the business owners care more about the thoughts of staff and realize the importance of having the excellent staff for a long-term development. Thus, the influence of leadership to an organization has been studied and getting popular in these years. This study focused on the relationship among leadership style, organizational climate and organizational behavior through the viewpoints of the staff who act as the customer service in the selected telecom companies. The findings of this study are as follows. (1) Transactional leadership affects the organizational. This kind of leadership style is built on the relationship of transaction of each other, one provides and another accepts. When the staff is satisfied with what he/she wants or needs, the organizational behavior shows. (2) Transformational leadership affects organizational behavior. The leader prefers to achieve the mental needs of the staff and like to establish the good model for the followers. The Staff will feedback with the effort to the organization. (3) Organizational climate affects organizational behavior. The questionnaire of organizational climate has three aspects: responsibilities, relationships and group interaction. (4) When transformational leadership and transactional leadership exist at the same time, the transactional leadership is more significant then the transformational leadership. (5) The results of this study prove that the leadership style affects organizational climate, as well as the performance of organizational behavior.