旅館領導行為與服務人員公民行爲的關聯

The Relation between Leader Behaviors and Service Employees' Organizational Citizenship Behaviors in Hotel Context

汪昱(Yu Wang)

《中華技術學院學報》 32期 (2005/05) Pp. 253-271

https://doi.org/10.7095/JCIT.200505.0253

摘要

在領導形態的研究中，轉換型領導行為強調的是對成員的激勵，而其與信任、組織公司行為等議題也一直在服務業組織研究領域中被討論。本研究從服務人員的角度，以轉換型領導、交易型領導為自變項，成員對領導的信任為仲介變項，服務導向組織公民行為為依變項。其主要目的的係探討風景區渡假旅館成員對於轉換型領導、信任及服務導向組織公民行為間的關係。
以三家風景區渡假旅館的外場部門員工為探討對象，收集172對主管和部屬的對偶資料，探討部屬對直屬主管的信任在轉換型、交易型領導行為中對員工服務導向組織公民行為的影響。本研究結果發現：轉換型領導、交易型領導對於信任具有正向預測效果。轉換型號領導對於服務導向組織公民行為具有正向預測效果；交易型領導對於服務導向組織公民行為具有部分預測效果。信任對於服務導向組織公民行為具有正向預測效果。信任在轉換型領導與服務導向組織公民行為之間具有中介影響效果；但信任在交易型領導與服務導向組織公民行為之間則不具中介影響效果。
最後，本研究從信任的觀點，對領導行為與服務導向組織公民行為的關係提出相關管理意涵，期能對理論與實務有所助益，並提供後續研究者參考。

關鍵字

轉換型領導 ； 交易型領導 ； 信任 ； 服務導向組織公民行為

並列摘要

Transformational leadership has become one of the most popular paradygm in leadership theories with which trust and organizational citizenship Behaviors are often disscissed. This study, focusing on the service employees' work attitudes, intends to conceptualized transformational and transactional leadership as independent variables, the trust towards leaders as intermediating variables, and the service-oriented organizational citizenship behaviors as dependent variables.
This study scrutinezed 172 dyadic data collected from employees in the division of fronts-of-house of 3 hotels. Descriptive analysis, factor analysis, reliability analysis, correlation analysis and hierarchical regression analysis were utilized. As a whole, the results of this study showed that transformational leadership had positive relation with service-oriented organizational citizenship behaviors. Transactional leadership also had significant predictability on the service-oriented organizational citizenship behaviors. Trust shed positive influence on service-oriented organizational citizenship behaviors. In addition, transformational and transactional leadership both had positive relation with trust. The trust variable was proved to be a mediater between transformational leadership and service-oriented organizational citizenship behaviors, but did not mediate the relationship between transactional leadership and service-oriented organizational citizenship behaviors. Finally, several managerial implications and suggestions for future research were discussed.

並列關鍵字

transformational leadership ； Transaction leadership ； trust ； service-oriented organizational citizenship behaviors