餐飲從業人員知覺主管僕人式領導與員工服務導向公民行為關係之研究：以領導與成員交換關係為調節變項

A Study on the Relationship between Restaurant Industry Employees'' Perceptions of the Supervisor''s Servant Leadership and Employees'' Service-Oriented Citizenship Behavior: Leader-Member Exchange as a Moderator

吳政築(Cheng-Chu Wu)

指導教授 ： 張純莉

朝陽科技大學/管理學院/企業管理系/碩士(2010年)

摘要

本研究探討餐飲從業人員知覺主管僕人式領導、領導與成員交換關係品質與員工服務導向公民行為之相關研究，進而探究領導與成員交換關係品質對主管僕人式領導行為與員工服務導向公民行為之調節效果。首先藉由文獻分析、探討理論基礎與相關研究；其次，以台中市四大餐飲連鎖集團(王品集團、統一星巴克、爭鮮餐飲集團與85度C咖啡)之外場服務人員為研究樣本，共發出問卷414 份，回收371 份，回收率為89.61%。其中，有效問卷為352 份，有效回收率為94.88%。本研究採用階層迴歸法分析資料，結果發現：
1. 餐飲服務業員工知覺主管使用僕人式領導行為、領導與成員交換關係與服務導向公民行為三者皆屬於中上程度
2. 主管僕人式領導與員工服務導向公民行為有顯著正向關係，領導與成員交換關係與主管僕人式領導有顯著正向相關，領導與成員交換關係與員工服務導向公民行為有顯著正向相關。
3. 領導與成員交換關係品質對主管僕人式領導與員工服務導向公民行為具有部份調節的效果
根據研究結果，餐飲服務業主管應重視僕人式領導行為的培養，與員工建立良好的交換關係對於主管僕人式領導及員工服務導向公民行為具有正向的影響作用，將有助於餐飲服務業對顧客服務表現的提升，達到高度的顧客滿意度，在競爭激烈的餐飲服務業取得競爭優勢。
根據研究發現，本研究進一步探討實證結果在實務上之意涵、研究限制與未來研究發展方向，期望提供餐飲服務業管理與未來研究之參考。
關鍵字：僕人式領導、領導與成員交換關係、服務導向公民行為

關鍵字

服務導向公民行為 ； 領導與成員交換關係 ； 僕人式領導

並列摘要

The main purpose of this study is to explore the relationship among Servant-Leadership, Leader-member Exchange and Service-oriented citizenship behavior, the study also try to examine the moderating effect of Leader-member exchange on the relationship between employees’ perceived on service-oriented citizenship behavior. First of all, through literature analysis, discussed theoretical fundamentals and related researches. Secondly, the sample of this study is collected from the restaurant industry employees of the top four dining groups in Taichung city area (Wangsteak Dining Group, President Starbucks Coffee Crop. Sushi Express Group, and 85°C Café) and the sample consists of restaurant industry servers. A total of 414 questionnaires were delivered and 378 copies of questionnaires were returned, 352 copies were valid, and the valid respondent rates were 94.88%.This study uses Hierarchical Regression Analysis to examine data. The main findings of this study were summarized as follows:
1. The restaurant Industry employees'' perceptions of the supervisor''s Servant Leadership, Leader-member exchange and Employees'' service-oriented citizenship behavior was at the intermediate level or higher.
2. There were significant positive correlations between supervisor''s Servant leadership and employees'' service-oriented citizenship behavior, between Leader-member exchange and supervisor''s Servant leadership, and between Leader-member exchange and employees'' Service-oriented citizenship behavior
3. Leader-member exchange has partial moderate effect on the relationship of supervisor''s Servant leadership and employees'' Service-oriented citizenship behavior
In conclusion, the restaurant industry leader should pay attention to the cultivation of the servant leadership behavior and in good relationship with members shows that LMX significantly positively influences on supervisor''s Servant leadership and employees'' Service-oriented citizenship behavior, it will increase customer service behavior of restaurant industry to higher customer satisfaction and then enhance competitive advantage in competes intensely restaurant industry.
According to the finding, this study further discusses the implication for the practice, the limitation of the study, and direction for future research.
Keywords：Servant Leadership, Leader-Member Exchange, Service-oriented Citizenship Behavior

並列關鍵字

Servant Leadership ； Leader-Member Exchange ； Service-oriented Citizenship Behavior

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