顧客接觸人員與上司、同事關係對賦能及服務工作之影響－社會交換的觀點

The Impacts of Customer-Contact Employees' Relationships with Their Supervisors and Co-workers on Their Empowerment and Service Work Outcomes: A View of Social Exchange

黃品全(Pin-Chyuan Hwang)

《管理評論》 22卷4期 (2003/10) Pp. 57-80

https://doi.org/10.6656/MR.2003.22.4.CHI.57

摘要

本研究以Spreitzer(1995)心理認知層面的賦能理論為核心，並且從社會交換的觀點，說明顧客接觸人員與其上司及同事所建立的交換關係(LMX、TMX)對其賦能認知的正面作用，以及此作用對其待客適應性、顧客服務承諾以及工作滿意度之回饋效果。在以旅行社業務部員工為對象的226個樣本中，使用結構模式分析工具AMOS 4.0的檢驗後發現，LMX與TMX對賦能認知有正向影響作用，並透過賦能認知的中介效果提升待客適應性、服務承諾及工作滿意度。同時，研究結果亦發現，LMX對工作滿意度具直接作用，而TMX對待客適應性、服務承諾以及工作滿意度皆能發揮直接的影響。此外，若待客適應性愈佳則服務承諾也將相對提昇。最後，研究結果更進一步地釐清了賦能認知在LMX和TMX在與服務工作的關聯性中，具中介效果的實質意涵及研究價值。

關鍵字

與上司交換關係 ； 與團隊同事交換關係 ； 賦能 ； 待客適應性 ； 顧客服務承諾

並列摘要

The purpose of this study was to investigate the impact of customer-contact service employees' reported LMX and TMX on their empowerment, and how these variables could foster greater service adaptability, commitment to customer service and overall job satisfaction. With its focus on Spreitzer's (1995) psychological empowerment, the theoretical structure of this study was considered from the point of view of social exchange. This study tested the mediating role of perceived empowerment in relations between the two interpersonal variables and work outcomes. By utilizing AMOS as a statistical tool, the results of a field investigation of 226 employees in travel agents' sales departments showed that the individual's perceived empowerment mediated the positive relations of LMX and TMX to adaptability, service commitment and job satisfaction. In addition, LMX was proved to have direct effects on job satisfaction. Yet, TMX had direct effects on the three studied dependent variables. In addition, this study also found that adaptability was related to service commitment. Through this empirical examination, some implications were discussed.

並列關鍵字

LMX ； TMX ； empowerment ； service adaptability ； commitment to customer service

參考文獻

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