臺灣博碩士論文加值系統

僕人領導逐漸受到許多管理學者的關注，乃是因為其能打破過去僵化的領導模式，以服務為中心思想，強調先服務後領導，因此如何透過僕人領導進而影響績效就成為一項重要的管理課題。而過去有關於僕人領導之研究，大多關注於基層員工的部分，本研究將不同以往，針對基層主管進行探討，欲探究如何透過直屬主管(區經理)的僕人領導行為進而影響基層主管(店長)之績效(即單位績效)。過去組織在經營管理中多半聚焦在僕人領導與績效的直接關係，其中的間接的影響過程容易被忽略，企業與其欲透過速成有效的領導模式影響員工進而達到績效，不如了解領導模式是如何影響員工，而透過這些影響因子的發酵，才能對症下藥。在學術上針對此方向的研究著墨不多，也未見前因後果的討論，因此本研究以管理裁量權與自我效能為中介變項進行探討。
本研究以台灣某連鎖服務業為對象，問卷發放總共全部寄發某房仲業全台433間直營店門市，其中有效樣本共有242份，亦代表242家商店。而服務情境中，與顧客接觸最為頻繁的第一線業務人員是很關鍵的，因此業務人員的管理顯的格外重要，其基層主管(店長)也擔任不可或缺之角色。根據結果顯示，主管實施僕人領導將會增加部屬之管理裁量權與自我效能部分；另外，基層主管(店長)的管理行動及其經營績效深受管理裁量權程度的影響，進而影響到單位績效，而本研究在學術上，亦補足僕人領導在服務情境的研究缺口，而在實務上，依研究結果延伸管理意涵，給予公司在管理層面實際建議。

Servant leadership has been receiving more and more attention because it is able to overthrow the rigid leadership model from the past.It is based on the central idea of service, which emphasizes on serving first, then leading. Therefore, how to affect performance through servant leadership has become an important managerial issue. Most previous studies concerning servant leadership focus on employees.What’s different about our research is that we focus on supervisor. Most of the management in the past focus on servant leadership’s direct effect on performance, but the indirect effect was often neglected. Rather than applying quick and effective leadership model to affect performance, it is better for businesses to understand how leadership model affect employees in the first place.Only by discovering the key factors, we are able to implement the right solutions. Relevant studies are very limited and have not been discussed enough .To investigate how servant leadership can affect unit performance in our study, managerial discretion and self-efficacy were added as mediators.
A real estate chain in Taiwan was investigated in this study.The surveys are released to a total of 433 real estate managers in Taiwan. 242 of the total surveys were valid, which represent 242 of the total stores.In a servicing context, those in the first-line employee are very crucial. Therefore, the management of first-line employee is very essential, and the supervisor also plays a very important role.According to statistic, supervisor’s managerial actions and performance are greatly influenced by the degree of managerial discretion, which in turn affect unit performance.This research intends to fill in the gaps with respect to Servant Leadership in the servicing context.Practical implications will be illustrated based on the result of our study, and provide businesses with both theoretical and managerial suggestions.

目錄
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第二章 理論基礎與研究假設 4
第一節 僕人領導 4
第二節 自我效能 9
第三節 管理裁量權 13
第三章 研究方法 17
第一節 研究資料蒐集程序 17
第二節 變數衡量 19
第三節 統計分析方法 21
第四章 研究結果 24
第一節 研究變數相關分析 24
第二節 測量模式分析 26
第五章 討論與建議 34
第一節 研究發現 34
第二節 理論意涵 34
第三節 管理意涵 37
第四節 研究限制與後續研究建議 38
參考文獻 40
表目錄
表 3-1研究樣本基本資料 18
表 3-2各項指標適配度標準 23
表 4-1 相關係數表 25
表 4-2 各構面信度值 26
表 4-3 整體測量模式分析結果 27
表 4-4 因素模式分析比較表 28
表 4-5 結構方程模式及Bootstrap分析結果 32
表 4-6 研究假設之驗證分析結果 33
圖目錄
圖2-1 研究架構圖 16
圖4-1 整體結構模式一 30
圖4-2 整體結構模式二 31

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