現今無論是在企業界或是政府單位,服務品質幾乎已是各種公民營組織普遍追求的關鍵績效指標。真誠領導是一種源自於正向心理能力和道德氣候的領導模式,本研究欲探討真誠領導領導者如何能夠提升部屬的服務品質,並檢驗主管認同的中介效果,以及部屬權力距離傾向的干擾效果。本研究收集了200份警察人員對偶樣本,並依據干擾型中介模式驗證步驟進行假設檢驗。結果發現主管的真誠領導與服務品質有正向關係,且主管認同會部分中介上述效果。此外,我們發現部屬的權力距離傾向會干擾真誠領導與主管認同的關係,並干擾真誠領導與服務品質之間的中介效果。最後,本研究提出研究意涵與未來建議之討論。
Nowadays service quality is a critical performance goal that organizations want to achieve in business or public sectors. Authentic leadership is a kind of leadership style derived from positive psychological ability and moral climate. The present study aims to examine the meditating effect of supervisor identification and the moderating effect of followers' power distance orientation on the relationship between authentic leadership and service quality. We collected dyadic data from 200 police officers and their supervisors, and we examined the hypotheses based on scholars' suggestions for testing moderated mediation. The results showed that authentic leadership was positively related to service quality, and supervisor identification partially mediated the relationship between authentic leadership and service quality. Moreover, follower's power distance orientation moderated the relationship between authentic leadership and supervisor identification, and also moderated the indirect relationship between authentic leadership and service quality through supervisor identification. Finally, the implications and suggestions were discussed.