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研究生:許佳雯
研究生(外文):Jia-Wen Hsu
論文名稱:僕人領導對於單位服務績效之涓滴效果
論文名稱(外文):The Trickle-Down Effect of Servant Leadership on Unit Service Performance
指導教授:莊智薰莊智薰引用關係
口試委員:周瑛琪卓信佑
口試日期:2017-07-04
學位類別:碩士
校院名稱:國立中興大學
系所名稱:企業管理學系所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:42
中文關鍵詞:僕人領導服務氣候單位服務績效涓滴效果
外文關鍵詞:servant leadershipservice climateunit service performancetrickle-down effect
相關次數:
  • 被引用被引用:2
  • 點閱點閱:188
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:1
僕人領導是近年來領導研究領域中持續發展的主題,研究也證實其對績效確實有正面影響,因此組織如何透過僕人領導提升組織績效就成為一項重要的管理課題。
過去關於僕人領導的研究,被領導者多數是指基層員工,本研究將不同以往,改視單位主管為被領導者。另外,過去相關研究多數著重於僕人領導對績效的影響,鮮少探討僕人領導是如何形成的,而僕人領導的核心概念之一是領導者希望透過此領導方式能灌輸部屬也願意成為僕人領導者,此具有涓滴效果的概念,因此本研究欲探討上層主管(區經理)僕人領導行為是否透過涓滴效果影響單位主管(店長)僕人領導行為。然而,僕人領導相當強調服務的重要性,因此會將高品質服務設為組織目標,進而在組織中形成高度的服務氣候。根據以上所述,本研究以涓滴效果作為理論基礎,探討上層主管的僕人領導是否藉由影響單位主管的僕人領導來形塑服務氣候,繼而對單位服務績效產生正面影響。
本研究以台灣的連鎖零售商店為研究對象,以親自發放問卷的方式蒐集資料,問卷共分為三個階段,填答對象包含店長及店員,研究最終有效樣本的商店數為137家。本研究以整家商店為單位來探討,研究結果發現,單位主管僕人領導與服務氣候之間有正向關係;服務氣候與單位服務績效之間亦有正向關係;服務氣候在單位主管僕人領導與單位服務績效之間具有完全中介效果。而本研究在學術上,亦補足僕人領導在服務情境的研究缺口;在實務上,能依研究結果延伸到管理意涵,提供公司在管理層面的實質建議。
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第二章 文獻探討與假設推論 4
第一節 僕人領導 4
第二節 上層主管與單位主管之僕人領導 8
第三節 單位主管僕人領導與服務氣候 9
第四節 服務氣候與單位服務績效 10
第五節 僕人領導之涓滴效果 11
第六節 研究架構 13
第三章 研究方法 14
第一節 研究資料蒐集程序 14
第二節 變數衡量 16
第三節 統計分析方法 19
第四章 資料分析結果 22
第一節 評分者間一致性 22
第二節 研究變數相關分析 22
第三節 測量模式分析 24
第四節 結構方程式分析 26
第五章 討論與建議 30
第一節 理論意涵 30
第二節 管理意涵 32
第三節 研究限制與未來建議 33
參考文獻 35
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