臺灣博碩士論文加值系統

服務氣侯雖然在現有的學術研究中，己有許多不同的角度發展出其與服務品質間關係的看法，如有相關研究提出二者之間具正向影響(Schneider & Bowen,1995)，但仍有學術研究認為，服務氣侯與服務品質間之直接影響關係，仍缺乏足夠的支持(Reynoso & Moores,1995)。因此服務氣侯與服務品質之間，便有可能存在著中介變數的影響性。本研究擬從服務氣侯影響服務品質的中介歷程作為進一步探討的問題。
本研究之研究樣本係以金融服務業的第一線服務人員與其顧客做為研究樣本對象，以問卷發送方式，共分為兩個部份，第一部份內容包括金融機構服務人員的問卷，採定點與部門別發送，分別由曾有過顧客服務與接觸的第一線金融服務的人員填答，第二部分為顧客問卷，受訪對象為曾經接受該融機構服務人員所服務的顧客；共實際發出1000份問卷(A問卷400份；B問卷600份)，回收(A問卷343份；B問卷430份)共計773份問卷，扣除填答不完整或無法配對之(A問卷43份；B問卷達130份) 共計173份問卷，有效問卷皆為300份，有效回收率分別為A問卷75.00%；B問卷達50.00% 。
本研究透過SPSS與LISREL兩種統計方法進行資料分析，研究結果顯示：1.整體服務氣候與忠誠式公民行為、服務傳遞式公民行為呈現顯著正向關係；與參與式公民行為沒有正向關係存在。2. 顧客回饋與忠誠呈現顯著正向關係；與服務傳遞式公民行為、參與式公民行為沒有正向關係存在。3.忠誠式公民行為與反應性、確實性、關懷性呈現顯著正向關係；與有形性、可靠性沒有正向關係存在。4. 服務傳遞式公民行為與反應性呈現顯著正向關係；與有形性、可靠性、確實性、關懷性沒有正向關係存在。5. 參與式公民行為與有形性、可靠性、確實性、關懷性呈現顯著正向關係；與反應性沒有正向關係存在。

Many scholars and practitioners have presented, in their research literatures, relations between service climate and service quality from different points of view. On the one hand, both are mutually affected in positive ways, as presented in Schneider & Bowen’s work (Schneider & Bowen, 1995.) On the other hand, some researchers do not think that there are significant evidences that can support the relation between them (Reynoso & Moores, 1995.) Consequently, the author attempts, in this thesis, to exhibit the certain existence of intervening variables between service climate and service quality. Additionally, the issue will be further analyzed about how service quality is affected by service climate in the mediation process.
I choose and distribute questionnaires to the front-end tellers and customers who have received the services from those for my sampling population. On the one hand, 400 copies made for the financial employees (named “Group A”) are issued to the tellers working in the specific departments and branches. On the other hand, 600 copies made for customers (named “Group B”) are issued to those having received the services from those tellers. Of 1000 copies, 773 are returned and the number included 343 in Group A and 430 in Group B. Finally, I respectively take 43 copies out of Group A and 130 copies of Group B because those questionnaires covered incomplete answers or the one is not a match for the other. Accordingly, 300 copies were effective in each group and the percentage of valid returned questionnaires on Group A and B are 75 and 50%, respectively.
The author analyzes the collected data through SPSS and LISREL and achieves the five results. First, the correlation is significantly positive between global service climate and citizenship behaviors of loyalty and service delivery and however, does not positively affect citizenship behavior of participation. Second, the correlation is significantly positive between customer feedback and loyalty but customer feedback does not positively influence citizenship behaviors of participation and service delivery. Third, the correlation is significantly positive between citizen behavior of service delivery and responsiveness, assurance and empathy and however, that citizenship behavior does not positively affect tangibles and reliability. Fourth, instead of tangibles, reliability, assurance and empathy, citizenship behavior of service delivery significantly influences responsiveness. Finally, citizenship behavior of participation does not significantly affect responsiveness and instead, tangibles, reliability, assurance and empathy.

中文摘要　．．．．．．．．．．．．．．．．．．．．． iii
英文摘要　．．．．．．．．．．．．．．．．．．．．． v
誌謝辭　　．．．．．．．．．．．．．．．．．．．．． vii
內容目錄　．．．．．．．．．．．．．．．．．．．．． viii
表目錄　　．．．．．．．．．．．．．．．．．．．．． x
圖目錄　　．．．．．．．．．．．．．．．．．．．．． xi
第一章　　緒論．．．．．．．．．．．．．．．．．．． 1
　　第一節　　研究背景．．．．．．．．．．．．．．． 1
　　第二節　　研究問題與研究目的．．．．．．．．．．．．．．． 3
第三節　　研究架構與假設．．．．．．．．．．．．．．． 4
第二章　　文獻探討．．．．．．．．．．．．．．．．． 17
　　第一節　　服務氣侯．．．．．．．．．．．．．．． 17
　　第二節　 服務導向公民行為．．．．．．．．．．．．． 19
　　第三節 服務品質．．．．．．．．．．．．．．． 25
第三章　　研究方法．．．．．．．．．．．．．．．．． 36
　　第一節　　研究變項之操作性定義與測量工作．．．．．． 36
　　第二節　　研究樣本與資料收集．．．．．．．．．．．． 40
第三節 資料分析方法．．．．．．．．．．．．． 42
第四章 資料分析與結果．．．．．．．．．．．．．． 44
第一節 基本資料分析．．．．．．．．．．．．．．． 44
第二節 驗證性因素分析．．．．．．．．．．．．． 49
第三節 相關與共線性分析．．．．．．．．．．． 65
第四節 因果模式路徑分析．．．．．．．．．．．．． 67
第五章 結論與建議．．．．．．．．．．．．．．．． 86
第一節 結論．．．．．．．．．．．．．．．．． 86
第二節 建議．．．．．．．．．．．．．．．．． 98
參考文獻　．．．．．．．．．．．．．．．．．．．．． 103
附錄A　　服務人員(銀行員工)研究問卷．．．．．．．．．．．．． 117
附錄B　　顧客研究問卷．．．．．．．．．．．．．．．．．． 120

一、中文部分:
Christian Grönroos(2003)，服務業管理與行銷(潘成滿譯)，台北：普林斯頓國際有限公司。
Dawn lacobucci & Teresa A. Swartz(2002)，服務業的行銷管理(李茂興，戴靖惠，吳偉慈譯；許長田校閱)，台北：弘智文化事業有限公司。
Valarie A. Zeithaml & Mary Jo Bitner(2002)，服務行銷，(黃鵬飛譯)，台北：華泰文化事業股份有限公司。
丘宏昌(1998)，以需求理論為基礎所建立之服務品質衡量及其適用性分析，台灣大學商學研究所未出版之博士論文。
林陽助(2003)，服務行銷，台北：精湛行銷企劃工作室。
姜承孝(2005) ，服務導向公民行為之組織層次前因與對互動品質影響之研究－以財政部國稅局為例, 南華大學管理科學研究所未出版之碩士論文。
陳明邦(1995)，西式速食連鎖店行銷組合與服務品質滿意度對顧客滿意度之影響,國立中正大學企業管理研究所未出版之碩士論文。
陳思秀(2003)，服務導向組織公民行為、顧客信任與顧客自發行為之研究，中國文化大學國際企業管理研究所未出版之碩士論文。
彭湘雯(2002)，組織服務氣侯與服務品質之中介歷程-任務性績效與組織公民行為之探討，國立台灣科技大學管理系研究所未出版之碩士論文。
戴淑賢(2002)，服務氣侯與服務導向公民行為之關連性探討，元智大學管理研究所未出版之碩士論文。
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