Relationships among Social Loafing, Negative Mood, Emotional Exhaustion and Service Performance: Transformational Leadership as Moderators

本研究旨在檢視知覺社會賦閒、負面心情、情緒耗竭、轉換型領導與服務績效的關係。以台灣國際觀光旅館的前線服務人員與其團隊的組長為問卷調查的對象，發出884份員工問卷，回收515份有效問卷，問卷有效回收率58.26%；發出116份團隊組長問卷，回收91份有效問卷，問卷有效回收率78.45%。結果顯示：（1）社會賦閒正向影響負面心情；（2）轉換型領導調節社會賦閒與負面心情的關係；（3）負面心情正向影響情緒耗竭；（4）負面心情負向影響服務績效；（5）情緒耗竭負向影響服務績效；（6）情緒耗竭部分中介負面心情和服務績效之間的關係；（7）轉換型領導調節情緒耗竭與服務績效的關係。最後，依據研究結果提出服務管理的建議，以供觀光旅館業者參考。

關鍵字

社會賦閒；負面心情；情緒耗竭；服務績效；轉換型領導

並列摘要

This study sets out to examine supervisors and employees in the international tourism hotels, utilizing information from various sources to facilitate a discussion on the relationship among perceived social loafing, negative mood, emotional exhaustion, transformational leadership, and service performance. In total, 884 questionnaires were distributed to hotel personnel who deal with travelers. The valid response rate was 58.26% as 515 valid questionnaires were returned. Additionally, 116 questionnaires were distributed to team leaders; out of these, 91 valid questionnaires were returned, for a valid response rate of 78.45%. The research results reveal that: (1) Perceived social loafing has a positive influence on negative mood; (2) Transformational leadership moderates the relationship between perceived social loafing and negative mood; (3) Negative mood has a positive influence on emotional exhaustion; (4) Negative mood has a negative influence on service performance; (5) Emotional exhaustion has a negative influence on service performance; (6) Emotional exhaustion partially mediates the relationship between negative mood and service performance; (7) Transformational leadership moderates the relationship between emotional exhaustion and service performance. Based on these results, suggestions regarding service management are presented as a reference for international tourism hotels.

並列關鍵字

social loafing ； negative mood ； emotional exhaustion ； transformational leadership ； service performance

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