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研究生:楊博丞
研究生(外文):Bo-Cheng Yang
論文名稱:心理資本會提升空服員的服務行為嗎? 兼論工作敬業與服務氣候之調節式中介角色
論文名稱(外文):心理資本會提升空服員的服務行為嗎? 兼論工作敬業與服務氣候之調節式中介角色
指導教授:鄭天明鄭天明引用關係
指導教授(外文):Tien-Ming Cheng
學位類別:碩士
校院名稱:國立嘉義大學
系所名稱:行銷與觀光管理學系研究所
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
畢業學年度:104
語文別:中文
論文頁數:110
中文關鍵詞:心理資本工作敬業服務行為服務氣候空服員
外文關鍵詞:Psychological capital;Work engagementService behaviorService climateFlight attendants
相關次數:
  • 被引用被引用:2
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航空業者近幾年面對許多新興業者強勢競爭,組織管理者無不費盡心思增加競爭優勢,而空服員又常被視為影響公司整體表現與服務的重要因素之一。倘若能瞭解如何強化員工心態與表現,將有助航空業者之市場競爭。因此,本研究旨在探究心理資本、工作敬業與服務行為間之中介關係,並檢視服務氣候在此中介關係所扮演的調節角色。本研究採用問卷調查法,針對我國籍航空空服員進行抽樣,總計共376位受訪者填答,並運用階層迴歸分析方法進行假設驗證。研究結果發現,心理資本愈豐厚之空服工作者,會表現出較佳的工作敬業與服務行為。工作敬業程度愈高之空服員,較能表現出優質的服務行為。工作敬業在心理資本與服務行為間扮演著中介角色。最後,服務氣候可正向調節工作敬業與服務行為間之關係;亦即,相較於低服務氣候,在高服務氣候條件下,心理資本經工作敬業對服務行為之間接效果較強。本研究依據結果,提出若干實務意涵與建議供航空業者參考。
Nowadays, the airlines companies face with the competition emerging among airlines companies. The duty of the supervisor should have the excellent strategic advantage. In the airlines, flight attendants are deemed an important factor in service and performance as the providers. Thus, the purpose of this study was to investigate the effect of psychological capital on service behavior by using the mediating role of work engagement as well as using the moderating role of service climate. A total of 376 flight attendants and they filled out questionnaires. Hierarchical regression analysis was conducted. The results showed that psychological capital in flight attendants are higher, consequently work engagement and service behavior level are increased as well. Flight attendants who have higher level of work engagement showed increase level of service behaviors. In addition, work engagement mediated the positive relationships between psychological capital and service behavior. Finally, service climate positive moderated the relationships between work engagement and service behavior. In other words, the indirect relationship between psychological capital and service behavior through work engagement, they was also more pronounced when service climate was higher rather than lower. The findings of this research could be provided for the human resource in the airlines company. Implications and suggestions, and limitations were also discussed.
中文摘要 I
英文摘要 II
致謝辭 III
目錄 V
表目錄 VII
圖目錄 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究問題與目的 3
第三節 研究內容與流程 7
第二章 文獻回顧與假設建立 9
第一節 心理資本 9
第二節 工作敬業 16
第三節 服務行為 21
第四節 服務氣候 28
第五節 假設建立 33
第三章 研究設計 38
第一節 研究架構 38
第二節 研究變數之操作型定義 39
第三節 問卷設計 41
第四節 樣本選取與資料蒐集 45
第五節 資料分析方法 46
第六節 問卷前測 51
第四章 研究結果分析 54
第一節 樣本結構分析 54
第二節 差異分析 55
第三節 研究變數之描述性分析 58
第四節 信效度分析 62
第五節 假說檢定 68
第五章 結論與建議 72
第一節 研究結論 72
第二節 管理意涵 74
第三節 研究限制與未來建議 75
參考文獻 77
附錄一 調查問卷 101

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