臺灣博碩士論文加值系統

受到電子商務影響，電視購物、網路購物逐漸成為民眾忙碌生活中的消費主流，對物流業的需求日益劇增。即時、方便與快速的到府服務，不僅營造給消費者購物零距離的感受，也能藉配送滿意度使消費者對物流企業及寄件端企業產生信賴，而為企業形象加分。因此物流業已跳脫早期運輸業的框架定義，成為服務業中重要發展的產業之一。
本研究以物流業為例，蒐集物流從業人員訪談資料，經由個案訪談法了解領導風格對於工作滿意度與工作績效的影響再進而影響離職傾向，三者間接影響之關係，並以半結構式訪談蒐集資料，再以編輯式分析法進行資料分析。
本研究透過問卷訪談的樣本，分析實證結果發現領導風格會影響物流從業人員的工作滿意度，亦會直接影響到組織中的任務績效；而工作滿意度同樣會影響工作績效。這些情況都會直接或間接影響到物流從業人員的離職傾向。透過研究可藉降低離職傾向，減少消費者對於區域內物流從業人員職務流動率高的不信任感，進而提升物流企業的形象與業績，培養忠誠顧客，形成良性循環。

As the TV home shopping and online-shopping become more and more popular in Taiwan, the demand of logistics service also increases. On-time, convenient and swift delivery service not only contributes to consumer satisfaction as it effectively eliminate the limitation of distance, it also helps to build up a trust relationship between consumers, senders and logicistics service providers. As result, logistics become one of the most important developing sector in service industry, and has developed beyond tradicational definition of what transportation industry is in ealiers days.
This research aims to explore how different leadership styles influcnece job satisfaction and job performance, and then subseqnetly contribute to turnover intention of employee. Research data was collected from logistics operators by using in-deepth interview with semi-structured questions, followed by editing analysis method to understand the relationship among the three research variables.
Results of this research show that leadship styles will effect the job satisfaction of logistics operators. It will also affect mission performance directly. Besides, job satisfaction will affect job performance. Most importantly, these condisiotns will affect turnover intention of logistics operators directly or indirectly. Therfore we suggest that managers should try to decrease the turnover intention in order to reduce the distrust between consumer and logistic operator caused by ther high turnover rate. So that it can enhance the impression of logistics service providers and cultivate loay customer relationship.

致謝..................................................................I
摘要.................................................................II
Abstract............................................................III
目錄..................................................................V
表目錄..............................................................VII
圖目錄.............................................................VIII
第一章 緒論.........................................................1
第一節 研究動機與背景...............................................1
第二節 研究目的.....................................................2
第三節 研究流程.....................................................2
第四節 研究範圍.....................................................3
第二章 文獻探討.....................................................5
第一節 領導風格.....................................................5
第二節 工作滿意度..................................................18
第三節 工作績效....................................................23
第四節 離職傾向....................................................28
第三章 研究方法....................................................35
第一節 研究方法....................................................35
第二節 研究設計....................................................38
第三節 研究架構與研究假設..........................................40
第四節 研究對象與訪談設計..........................................42
第五節 資料處理與分析..............................................47
第四章 研究結果與討論..............................................49
第一節 領導風格對物流從業人員工作滿意度的影響......................49
第二節 領導風格對物流從業人員工作績效的影響........................52
第三節 物流從業人員的工作滿意度、工作績效與離職傾向的關係..........55
第五章 結論與建議....................................................57
第一節 結論........................................................57
第二節 研究限制....................................................58
第三節 建議........................................................59
參考文獻.............................................................61
附錄一 訪談問卷表..................................................66
附錄二 訪談記錄....................................................68

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三、網頁資料：
(一) 台灣宅配通網站：http://www.e-can.com.tw/
(二) 新竹物流網站： http://www.hct.com.tw/