轉換型領導、個人特質與服務氣候對員工服務績效之多層級探討

A Multilevel Investigation of Transformational Leadership, Personality Traits of Employees and Climate on Employee Service Performance

林靖紋(Ching-Wen Lin)

指導教授 ： 林欣美

國立暨南國際大學/管理學院/國際企業學系/碩士(2011年)

https://doi.org/10.6837/NCNU.2011.00143

摘要

現今產業環境變化快速，競爭日益激烈，各公司無不思索如何創造競爭優勢以增進經營績效，近來學者的研究也指出領導者管理方式會影響員工服務績效，因此本研究從個體的層級出發，探討組織成員所認知的領導者之『轉換型領導』、員工之『人格特質』、工作環境之『服務氣候』、及『組織績效』對於『員工服務績效』行為會造成怎樣的影響，此外，在轉換型領導對於員工服務績效的影響過程中，『服務氣候』是否會產生干擾作用。
本研究針對波菲爾連鎖美髮產業之主管及設計師發放問卷，成套之有效問卷為254份（回收率為27%），以階層線性模式對假設進行驗證，發現當員工所感知到主管的轉換型領導時，對於員工服務績效的影響最大，而員工之人格特質及工作環境之服務氣候越高，則對員工服務績效的影響越大，組織績效對員工服務績效為負向影響，而服務氣候對轉換型領導與員工服務績效會產生干擾作用。
本研究從相關組織行為的理論探討中，推論出轉換型領導、員工人格特質、工作環境之服務氣候、組織績效對員工服務績效之影響，以及連帶地對於服務氣候於轉換型領導與員工服務績效上所造成的間接影響，提供予企業在往後意圖建立管理策略上的重要參考憑據。

關鍵字

轉換型領導 ； 人格特質 ； 服務氣候 ； 組織績效 ； 階層線性模式（HLM）

並列摘要

With the national income enhancement, the quality of life for the people of the requirements, & more emphasis on modern external maintenance, female consumer sentiment began changing & beauty industry in the late 1990s began to rapid & successful development. So it is important the beauty industry creating greater operating performance. Customer service quality & employee behavior have played major roles in business success, customer satisfaction & marketing results. As a result, those firms with heavy emphasis on customer service were more likely to survive & succeed. Apparently, the front line service staffs have to meet customers’ needs & gain their feedback out of their satisfaction while offering services. Therefore, how to properly evaluate the employee service performance of front line service staff as well as transformational leadership, personality traits & climate for outperforming their jobs is very important in the customer-oriented business.
This study focuses on the relationships among locus of control transformational leadership, personality traits & climate, & employee service performance. The judgment sampling was used in the study. Questionnaires were distributed out to the hairdressing salon chains of Pro-Feel in the Taiwan area. A total of 700 questionnaires were h&ed out & 254 effective ones were received batch, & analysis was based on those samples.
To test the assumptions & the structure of the theories, hierarchical linear modeling analysis was used to study the structural properties & the analysis employee service performance among transformational leadership, personality traits & climate of the differences was used to see if there are obvious sensitivities to various factors. According to statistical analysis, several conclusions are summarized:
1. The feeling of designer for transformational leadership experience affects the impulsive employee service performance.
2. Personality traits of employees have an effect on employee service performance.
3. The more positive climate is, the higher employee service performance will be.
4. Different types of transformational leadership affect the behavior of employee service performance.
5. Through the Organizational Performance will affect employee service performance.
6. The moderating role of climate condition study on the differences between transformational leadership & employee service performance.

並列關鍵字

Transformational Leadership ； Personality Traits ； Climate ； Organizational Performance ； Employee Service Performance ； Hierarchical Linear Modeling (HLM)

參考文獻

參考文獻

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