員工工作適應、家長式領導效能對服務品質與員工績效影響之研究

洪淑娟

44.197.230.180，Hello！

Close
Search Quick Search Advanced Search Publication Search	Personal Service Member Login Searching History Use Bonus Card SYMSKAN
Browse Browse by University of Graduate Thesis Browse by Pinyin of Graduate Thesis Browse by Conference Proceedings Topic Browse by Conference Proceedings Publisher Browse by Pinyin of Conference Proceedings Browse by eBook Category Browse by eBook Topic Browse by eBook Publisher
Customer Services Authorize Airiti Recommend a Journal

Search Symbol (Half-width)	Description of Search Symbols
Space	"AND" indicates the intertwining of key terms used in a search
Double Quotation Marks ("") ( " " )	Double quotation marks indicate the beginning and end of a phrase, and the search will only include terms that appear in the same order of those within the quotations. Example: "image process" ： " image process "
?	Indicates a variable letter. Entering two ? will indicate two variable letters, and so on. Example: "Appl?", search results will yield apple, apply… e , appl y … ( (often used to English word searches) )
*	Indicates an unlimited number of variable letters to follow, from 1~n. Example: Enter "appl*", search results will yield apple, apples, apply, applied, application…(often used in English word searches) e , appl es , appl y , appl ied , appl ication … ( (often used to English word searches) )
AND、OR、NOT	Boolean logic combinations of key words is a skill used to expand or refine search parameters. (1) AND (1) AND: Refines search parameters (2) OR (2) OR: Expands search parameters (3) NOT: Excludes irrelevant parameters

DOI stands for Digital Object Identifier （ D igital O bject I dentifier ） ,
and is the unique identifier for objects on the internet. It can be used to create persistent link and to cite articles.

Using DOI as a persistent link

To create a persistent link, add「http://dx.doi.org/」「 http://dx.doi.org/ 」 before a DOI.
For instance, if the DOI of an article is 10.5297/ser.1201.002 , you can link persistently to the article by entering the following link in your browser: http://dx.doi.org/ 10.5297/ser.1201.002 。
The DOI link will always direct you to the most updated article page no matter how the publisher changes the document's position, avoiding errors when engaging in important research.

Cite a document with DOI

When citing references, you should also cite the DOI if the article has one. If your citation guideline does not include DOIs, you may cite the DOI link.

DOIs allow accurate citations, improve academic contents connections, and allow users to gain better experience across different platforms. Currently, there are more than 70 million DOIs registered for academic contents. If you want to understand more about DOI, please visit airiti DOI Registration （ doi.airiti.com ）。

Data Source

College of Management > Executive MBA Program of Business Management
Social Sciences > Management

Bibliography Management Tool

Related Links

Report an Issue

Search for full text in Holdings

There is no full-text available at the moment. Airiti would like to request author's authorization. I would like to provide authorization.

員工工作適應、家長式領導效能對服務品質與員工績效影響之研究

The Impacts of Work Adjustment and Paternalistic Leadership on Service Quality and Employee Performance

洪淑娟 , Masters　　Advisor：林鳳儀　　

繁體中文

員工適應程度；領導效能；員工忠誠度；服務品質；顧客滿意度；顧客忠誠度； Work Adjustment ； Paternalistic Leadership ； Employee loyalty ； Service quality ； Customer satisfaction ； Customer loyalty

Abstract │ Reference (108) │ Times Cited (1) │ Altmetrics

Abstract 〈TOP〉

Parallel Abstract 〈TOP〉

In order to fit the needs of customers and increase their performance, banks put more effort on service quality improvement when they faced the challenge of the economic recession in global. This study focuses on the effect of employee’s work adjustment and managers’ paternalistic leadership on the performance of employees in bank industry by using Service-Profit Chain which is developed by Heskett et al.(1994). This study analyzes the mediating effect of employee’s loyalty, service quality and customer’s satisfaction in Service-Profit Chain to understand how the employees’ feeling and surrounding environment affect the service quality and performance. The results can assist banks to improve and increase their performance, operating efficiency and strategy. We find that, first, the employee’s work adjustment and managers’ leadership can affect employee’s service quality and the employee’s loyalty has mediating effect between work adjustment, leadership and service quality. Second, employee’s loyalty can affect the customer’s satisfaction, and the service quality has mediating effect on the relationship between employee’s loyalty and customer’s satisfaction. Third, there significant relationship between employee’s service quality and customer’s loyalty, and the customer’s satisfaction has mediating effect on the relationship between them. Finally, the service climate of divisions has moderating effect on the relationship between employee’s work adjustment and loyalty, director’s leadership and service quality, and employee’s work adjustment and service quality.

Reference ( 108 ) 〈TOP〉

[1] 牛君白，民95。家長式領導及其效能之再探：一項情境故事法的分析，台灣大學心理研究所碩士論文。
連結：
[2] 王美慧、陳瑞龍與許立武，民95。證券業網路下單消費者行為與服務品質之探討，品質學報，第13卷，第3期，頁313-328。
連結：
[4] 吳宗祐，民97。主管威權領導與部屬的工作滿意度與組織承諾：信任的中介歷程與情緒智力的調節效果，本土心理學研究，第30卷，頁3 -63。
連結：
[8] 林佳琦，民101。信用卡顧客滿意度與服務品質、顧客忠誠度、行銷策略與市場佔有率關聯性之研究，朝陽科技大學財務金融系研究所碩士論文。
連結：
[10] 張淼江，民92。兩岸員工工作價值觀、工作滿意與工作績效關係之研究－以定期貨運運送業為例。國立成功大學交通管理科學研究所未出版碩士論文。
連結：

Times Cited (1) 〈TOP〉

黃鈺婷(2016)。員工在家工作意願與目前工作績效、工作滿意度間之關係。淡江大學管理科學學系碩士班學位論文。2016。1-64。

Altmetrics

〈TOP〉

E-mail ：

When an article is available to download, a notice will be sent to your mailbox address.

E-mail ：