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  • 學位論文

金融服務業主管僕人式領導、部屬溝通滿足與服務績效關係模式之研究

A Study of the Relationship Model among Executives’ Servant Leadership, Employees’ Communication Satisfaction and Service Performance for Financial Services Industry

指導教授 : 陳璧清
共同指導教授 : 李瓊映
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摘要


在現今競爭激烈和變遷急遽的大環境中,組織為了追求理想的效能,必須要有良好的領導與管理。組織的領導者更需發揮其影響力,激勵其成員達成未來的遠景,並共創組織永續經營的生機,因此,領導者的領導行為亦成為值得探討的問題之ㄧ。而隨著國內產業結構的改變,我國服務業正逐年的快速成長,而金融服務業的比重也日漸增加。在金融服務業中,服務人員扮演著重要的角色,在市場上和顧客互動的優劣有密切的關係;主因自於服務具有無形性、不可分割性、易逝性及異質性。然員工是企業最重要的資產,但員工更需要受到鼓舞、關心及激勵才能創造更大價值,而企業如何使員工獲得最大的滿足去達到最大績效,以完成公司目標,則是企業的一大課題。 本研究目的在於探討金融服務業主管僕人式領導和部屬溝通滿足及服務績效間之影響關係。透過文獻分析和問卷調查研究方法,蒐集研究資料進行比較分析。本研究以雪球抽樣方式發放問卷,有效問卷回收率為七成四,並主要以結構模式分析(SEM)來驗證本研究之假設。根據統計分析結果歸納出研究結論臚陳如下:1. 僕人式領導和溝通滿足有顯著正向影響;2. 溝通滿足和服務績效有顯著正向影響;3. 溝通滿足在僕人式領導和服務績效中具有顯著之中介效果。根據此研究結果實證上的發現提供給業界做為經營上的考量,以對其人力資源管理有所貢獻。

並列摘要


Fiercely competitive and rapid changing business environment is pressing the corporate need for efficiency optimization. That requires better practice of leadership. Senior managements are to take responsibility in leading staffs to plan on and work towards business continuity. It therefore renders the importance to discuss leadership styles by top management. Financial service sector has increased its share in the growing service industry in recent years. Frontline personnel have ever become more important in the industry as customer relationship managed by these personnel is paramount in business success for its intangibility, inseparatability, perishability, and heterogeneity. Staffs are important business assets. They need to be taken good care of by senior managements to create great values. Management needs to discuss approaches to maximize staff satisfaction for driving business results. This paper studies the relationship model among executives’ servant leadership, employees’ communication satisfaction and service performance for financial services Industry. Results were gathered via snow ball sampling questionnaires and summarized through methodologies used in referred journals. Approximately 74% of questionnaire returned were deemed valid for this research. The findings of this study included: (1) servant leadership has a significant positive effect on communication satisfaction, (2) communication satisfaction has a significant positive effect on service performance, and (3) communication satisfaction is regarded as a significant mediating effect on the servant leadership and service performance. The empirical results of this study provide financial services industry to be the base of consideration and have contribution to human resources management.

參考文獻


黃惠惠(民86)。自我與人際溝通。台北:張老師文化事業股份有限公司。
蔡明達、沈易利、蔣秀姿(民96)。僕人領導於健身產業之應用。中華體育季刊,21(3),67-74。
林思伶(民93)。析論僕人式/服務領導(Servant-Leadership)的概念發展與研究。高雄師大學報,16,39-57。
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被引用紀錄


黃文鎮(2013)。主管僕人式領導與員工組織承諾及其工作績效關係之研究─以臺南市戶政事務所為例〔碩士論文,長榮大學〕。華藝線上圖書館。https://doi.org/10.6833%2fCJCU.2013.00061
劉慧萍(2012)。幼兒園園長僕人領導之研究〔碩士論文,朝陽科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0078-1511201214173189

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