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研究生:陳琨富
研究生(外文):Chen, Kun-Fu
論文名稱:主管領導型態對服務品質的影響:組織雙歧之干擾效果
論文名稱(外文):Supervisor's leadership style impact on service quality: The moderating effect of organizational ambidexterity
指導教授:張火燦張火燦引用關係林鉦棽林鉦棽引用關係
指導教授(外文):Chang, Huo-TsanLin, Cheng- Chen
學位類別:碩士
校院名稱:國立彰化師範大學
系所名稱:人力資源管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:79
中文關鍵詞:轉換型領導交易型領導組織雙歧服務品質
外文關鍵詞:transformational leadershiptransactional leadershiporganizational ambidexterityservice quality
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為了回應競爭激烈的市場,提供優質的服務品質為增加組織競爭力的重要課題。在組織管理研究中,研究指出主管領導型態是影響員工績效的重要角色。除此之外,學者認為組織動態能力亦是影響企業的生存與競爭之重要因素,且對員工績效具有潛在的影響。因此本研究依據內在激勵理論,推論轉換型領導者由於具有鼓舞、靈感的激勵及個別關懷等特質,故較能凝聚部屬為達成提高服務品質的目標而努力。另外,基於以組織情境理論,說明組織具有高度凝聚成員朝共同目標努力的能力時,將有助於轉換型領導凝聚員工的意識,達成提昇服務品質的共同目標。根據交換理論的觀點,說明交易型領導者透過經濟交換關係,要求員工遵循約定,達成服務工作,即維持及控制服務品質的目標,便可獲得報酬,因此本研究認為交易型領導者有助於維持與控制服務品質。但在組織具有高度因應環境變動的能力時,中高階管理哲學與基層領導存在不一致的情況,因此在高度適應能力的情況下,會削弱交易型領導與服務品質之間的正向關係。基於上述,本研究將深入探討組織雙歧對主管領導型態與服務品質關係的跨層次干擾效果,並提出四點研究目的:一、探討轉換型領導對服務品質之正向影響效果;二、探討交易型領導對服務品質之正向影響效果;三、探討組織調整能力對轉換型領導與服務品質關係之跨層次干擾效果;四、探討組織適應能力對交易型領導與服務品質關係之跨層次干擾效果。在樣本對象方面,為交通部觀光局公佈之觀光類旅館共90家,並抽取每家觀光旅館3位以上的各部門中高階主管、1位餐飲部門主管搭配3至5為服務員為樣本對象,有效問卷為154份中高階主管問卷與172份餐飲部門配對問卷。在資料回收後,以驗證性因素分析、相關分析及階層線性模式等方法驗證研究假設。研究結果發現:(1) 組織調整能力會增強轉換型領導與服務品質之間的正向影響;(2) 組織適應能力會削弱交易型領導與服務品質之間的正向影響。最後,本研究提出以下的管理意涵:(1) 對組織雙歧理論的學術貢獻;(2) 觀光旅館應創造組織調整能力。
In response to an increasingly competitive marketplace, supplying high quality service is a key issue to advance organizational competity. In the field of organizational research, some researches indicated supervisor’s leadership style playing an important role of employee’s performance. In addition to supervisor’s leadership style, other researches suggest organizational dynamic ability is an important factor to an organizational and have potential influce on employee performance. Based on the intrinsic motivation theory, this study infers that transformational leader’s trait could induce employees to achieve higher service quality. Besides, based on organizational context theory demonstrates the higher cohesion ablitity of organization, the transformational leader easy to cohere employee achieving common goal, arised the service quality.Accoding to exchange theory, the subordinates got reward if they obey transactional leader’s instruction finished the job. In view of above point, we infer transactional leader positively effect service quality. But under higher adaptablilty, transactional leader’s trait wasn’t consisting with the junior and senior manager’s managerial philosophy, couldn’t help to maintain and control employee’s service quality. Based on above statement, this study investigated the cross-level effect of organizational ambidexterity, and proposed four research purposes. First, this study aimed to explore the effect of transformational leadership impact on service quality. Second, we tested the relationship between transactional leadership and service quality. Third, we examed the alignment moderated the relationship between transformational leadership and service quality. Forth, we intended to exaime the adaptability moderating the relationship between transactional leadership and service quality.
In this study, the target samples were the tourist hotels published by the Taiwan Tourism Bureau totaling 90 hotels. Respondents were the junior and senior manager and the employees working in the food and beverage department. We matched every supervisor with 3 to 5 waiters or waitresses and above 3 junior and senior managers as a set of data. And there were 172 valid pair responses and 154 junior and senior manager valid pair reposes that were empirically analyzed using the method of hierarchical linear modeling. The finding revealed: (1) The alignment has a cross-level moderating effect reinforce the positive relationship between transformational leadership and service quality; (2) The adaptability has a cross-level moderating effect buffer the positive relationship between transactional leadership and service quality. Finally, this study proposes implications as follow: (1) Present an academic contribution to organizational ambidexterity; (2) the travel hotels can development different organizational ability through the organizational contextual.
摘要 II
Abstract III
目錄 IV
表目次 VI
圖目次 VII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究流程 5
第四節 名詞釋義 6
第二章 文獻探討 8
第一節 組織雙歧之探討 8
第二節 主管領導型態對服務品質的影響 10
第三節 組織雙歧的跨層次干擾效果 12
第三章 研究方法 15
第一節 研究架構與假設 15
第二節 研究對象 16
第三節 研究工具 17
第四節 調查實施 27
第五節 資料分析 28
第四章 研究結果與討論 32
第一節 樣本描述 32
第二節 共同方法變異之檢測 35
第三節 階層線性模式特性檢視 36
第四節 主管領導型態對服務品質之影響 38
第五節 組織調整能力與組織適應能力之跨層次干擾效果 39
第五章 結論與建議 44
第一節 研究主要發現 44
第二節 研究結論 46
第三節 研究建議 49
第四節 研究限制 54
參考文獻 56
附錄 72
附錄一 餐飲部門服務人員正式問卷 73
附錄二 餐飲部門主管正式問卷 76
附錄三 各部門中高階主管正式問卷 78

表3-1:轉換型領導之驗證性因素分析結果摘要 19
表3-2:交易型領導之驗證性因素分析結果摘要 21
表3-3:主管領導型態量表之區別效度 21
表3-4:服務品質之驗證性因素分析結果摘要 23
表3-5:組織雙歧各構面題項之驗證性因素分析結果摘要 24
表3-6:組織雙歧量表之區別效度 25
表3-7:組織層次資料驗證摘要 26
表3-8:問卷實際發放份數與實際回收份數統計 28
表3-9:本研究各模式的驗證條件 30
表4-1:樣本特性統計 34
表4-2:各主要變項之平均數、標準差與相關係數 34
表4-3:單因子測試法之分析結果 35
表4-4:服務品質之虛無模式 38
表4-5:主管領導型態對服務品質之階層線性模式結果彙整 43
表5-1:資料分析結果彙整 46

圖3-1:研究架構 15
圖4-1:調整能力對轉換型領導與服務品質之干擾作用 40
圖4-2:適應能力對交易型領導與服務品質之干擾作用 42
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