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研究生:劉盈君
研究生(外文):Ying-Chun Liu
論文名稱:真誠領導與前瞻性顧客服務績效關聯性之研究:探討組織基礎自尊的中介效果與部屬真誠夥伴關係的調節效果
論文名稱(外文):A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
指導教授:梁欣光梁欣光引用關係
指導教授(外文):Shin-Guang Liang
口試委員:李庭閣張妤玥林雅惠梁欣光
口試委員(外文):Ting-ko LeeYu-Yueh ChangYa-Hui LinShin-Guang Liang
口試日期:2014-05-03
學位類別:碩士
校院名稱:國防大學
系所名稱:運籌管理學系
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:61
中文關鍵詞:真誠領導組織基礎自尊前瞻性顧客服務績效部屬真誠夥伴關係
外文關鍵詞:authentic leadershiporganization-based self-esteemproactive customer service performanceauthentic followership
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本研究的主要目的乃是探討真誠領導與部屬前瞻性顧客服務績效之間的關聯性,並檢測部屬的組織基礎自尊的中介效果和部屬真誠夥伴關係的干擾效果。本研究以台北地區服務業店家(包括服飾店、3C產品銷售店、金融服務業、餐飲店等)之第一線服務人員為研究對象,並採取兩階段之資料蒐集方式,共計回收158份有效問卷。透過階層迴歸分析的結果顯示:(1)主管的真誠領導可以正向預測部屬的組織基礎自尊與前瞻性顧客服務績效;(2)部屬的組織基礎自尊會中介真誠領導與前瞻性顧客服務績效之間的關係。最後,本研究提出研究結果之理論與實務意涵、研究限制與未來研究方向。
The aim of this research is to explore the relationship between authentic leadership and proactive customer service performance (PCSP) and is to examine the mediating role of subordinate’s organization-based self-esteem (OBSE) and the moderating role of authentic followership. The author collected survey data at two points in time separated by approximately one month and obtained 158 participants of the first-line employees from service industry in Taipei. Result indicated authentic leadership was related to OBSE and PCSP. Further, OBSE could mediate the relationship between authentic leadership and PCSP. Finally, I provide some suggestion and discussion for academic and practical implications and future directions.
誌謝 i
摘要 ii
Abstract iii
目錄 iv
表目錄 vi
圖目錄 vii
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 6
1.3研究流程 6
第二章 文獻探討 8
2.1真誠領導 8
2.2真誠領導與前瞻性顧客服務績效 10
2.3真誠領導與組織基礎自尊 12
2.4組織基礎自尊的中介角色 14
2.5部屬真誠夥伴關係的調節角色 16
第三章 研究方法 19
3.1研究架構 19
3.2研究樣本與施測程序 19
3.3衡量工具 21
3.3.1真誠領導 21
3.3.2組織基礎自尊 22
3.3.3部屬真誠夥伴關係 23
3.3.4前瞻性顧客服務績效 23
3.3.5控制變數 24
3.4量表信效度檢測 24
第四章 資料分析與結果 28
4.1描述性統計 28
4.2假設檢定 30
第五章 結論與建議 34
5.1 研究結果與討論 34
5.2管理意涵 36
5.3研究限制與未來研究建議 37
參考文獻 39
附錄A 49
附錄B 52


一、中文部份

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