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題名:高績效工作系統、領導、服務氣候、銷售適應力與服務績效間關係之探討-跨層次分析
作者:湯大緯 引用關係
作者(外文):Ta-wei Tang
校院名稱:國立雲林科技大學
系所名稱:管理研究所博士班
指導教授:林尚平
學位類別:博士
出版日期:2007
主題關鍵詞:transformational leadershipselling adaptabilityservice climatecustomer satisfactionHPWScustomer loyalty轉換型領導高績效工作系統服務氣候銷售適應力
原始連結:連回原系統網址new window
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儘管許多研究證實服務氣候可以提昇組織的顧客服務績效,然而對於服務氣候如何被塑造以及服務氣候是透過何種機制提昇顧客服務績效仍所知甚少。服務業的許多特性有別於製造業,例如無形的服務被同時生產與消費、顧客接觸員工在動態的服務傳遞過程中扮演關鍵的角色,以及顧客積極參與服務傳遞的過程。因此組織如何創造服務氣候以確保顧客接受到高品質的服務是非常重要的。
為探討服務業如何透過顧客接觸員工能力的提昇以滿足顧客多樣化的需求。本研究探討高績效工作系統(HPWS)與轉換形領導如何塑造有益於個別員工銷售適應力的服務氣候,進而提昇單位的服務績效。
本研究以眼鏡零售店為樣本,研究樣本由25間店之25位店長、165位服務接觸員工以及262位顧客所組成。為驗證本研究所提出之跨層次模式,本研究使用階層線性模式分析進行跨層次假設模型的檢測。
研究結果顯示高績效工作系統與轉換型領導皆對服務氣候與個別服務接觸員工的銷售適應力間關係有完全中介的效果。結果顯示人力資源活動可以透過服務氣候的塑造以提昇個別服務接觸員工的銷售適應力。此外,商店的領導者也可透過轉換型領導行為,在單位中塑造有利於員工銷售適應力的服務氣候。而且階層線性模式的分析結果亦證實單位的銷售適應力可以提昇個別顧客對商店的滿意度與忠誠度。
Despite there are substantial research have found the positively association between service climate–customer service performance, however, we still know little about how service climate shaped, and how service climate results in customer service performance.
Particularly because of the intangible services are produced and consumed simultaneously, and the service providers play a critical role in dynamic service delivery processes. Thus, how an organization creates a climate for superior service is important to ensure that customers received high-quality service.
This study has developed a proposal model of how high-performance work systems (HPWS) and store level transformational leadership affect the store level service climate conditions that facilitate service contact employees’ selling adaptability and resultant store service performance.
A total of 25 store managers, 165 customer contact employees and 262 customers from 25 glasses store constituted the sample for this study. Models were tested using both employee ratings and manager ratings of individual-level selling adaptability. Based on employee rating of selling adaptability but manager rated, the results of cross-level analyses using hierarchical linear modeling (HLM) indicated that HPWS and transformational leadership fully mediated the relationship between service climate and individual employee’ selling adaptability. The results from HLM also demonstrated that store-level selling adaptability improve individual customer’ attitudes toward the store in terms of customer satisfaction and loyalty.
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