轉型與交易領導對心理賦能及服務導向組織公民行為之影響：模式建立及全職、部份工時餐飲人員比較分析

The Effects of Transformational and Transactional Leader Behaviors on Psychological Empowerment and Service Oriented Citizenship Behaviors: A Model and Test of Potential Differences between Full-Time

黃品全(Pin-Chyuan Hwang)

《觀光研究學報》 11卷3期 (2005/09) Pp. 233-258

https://doi.org/10.6267/JTLS.2005.11(3)3

摘要

本研究目的包括二層面。第一，針對餐廳服務人員，檢視轉型、交易領導行為對待客人員心理賦能的作用，及伴隨而來的服務導向組織公民行為。第二，有鑑於餐旅業全職、部份工時人員人力相輔為用的普遍現象，比較本理論架構對全職、部份工時人員解釋的異同。在以台北市國際觀光旅館餐廳372位（221位全職及151位部份工時）基層人員之有效樣本為實証對象，採結構方程模式分析發現：轉型、交易領導對心理賦能具正向影響，並透過心理賦能對三項組織行為產生正面作用。再以此架構作為比較基礎，檢驗各構面關係在全職、部份工時人員樣本之異同。結果發現，全職人員心理賦能僅受轉型領導之影響，反之，部份工時人員心理賦能則受交易領導的影響。而此二樣本人員心理賦能對三項組織公民行為之提升皆具顯著的作用，但全職人員的心理賦能對服務導向組織公民行為，正面作用高於部份工時人員。同時，研究變項在僱用身份上的議題在文中亦作深入探討。

關鍵字

轉型領導 ； 交易領導 ； 心理賦能 ； 服務導向組織公民行為 ； 全職／部份工時人員

並列摘要

The purpose of this study has two facets. First, this study examined the mediating role of psychological empowerment in the relation of transformational and transactional leader behaviors to service oriented citizenship behaviors (loyalty, service delivery and participation) in restaurant context. Second, owing to the prevalent human resource phenomenon in this industry, this study tried to elucidate the potential differences of the theoretical model in terms of full-time and part-time service employees. By utilizing AMOS as a statistical tool in the analyses of SEM, the results of a field investigation of 372 (221 full-time/151 part-time) hospitality employees showed that hat the psychological empowerment mediated the positive relations of the two types of leader behaviors to citizenship behaviors. In addition, transactional leader behavior exerted direct effects on loyalty and participation. With respect to the cross validation of invariant pattern of causal structure model, the results showed that only transformational leader behavior could enhance full-time employees' psychological empowerment. In contract, transactional leader behavior could enhance part-time employees' psychological empowerment. The positive effects of empowerment on citizenship behaviors for these two sub-samples were universal; yet, the causal relations were stronger for full-time sample than its counterpart. Through this empirical examination, some implications were discussed.

並列關鍵字

transformational leader behavior ； transactional leader behavior ； psychological empowerment ； service oriented citizenship behavior ； full-time/part-time employees

參考文獻

黃品全(2005)。內部行銷及其對餐旅服務人員的影響：從組織中自我肯定與顧客的觀點。觀光研究學報。11(2)，89-112。

黃品全(2004)。旅館餐飲人員賦能認知與服務導向組織公民行為之關聯－從領導者與成員交換理論的觀點。觀光研究學報。10(4)，19-37。

嚴秀茹、林育理、戴淑賢(2004)。服務氣候對服務導向公民行為之影響歷程探討－心理授權與角色界定之中介模式。管理評論。23(1)，25-48。

黃品全(2003)。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。管理評論。22(4)，57-80。

Anderson, J. C.,Gerbing, D. W.(1988).Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin.103(3),411-423.