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題名:團隊賦權氣候與自我領導能力對服務績效與醫療服務滿意度影響研究─工作滿意度之中介角色
作者:邱晏麟
作者(外文):Chiu,Yen-Lin
校院名稱:國立彰化師範大學
系所名稱:工業教育與技術學系
指導教授:鍾瑞國
學位類別:博士
出版日期:2008
主題關鍵詞:賦權氣候自我領導工作滿意度服務績效服務滿意度Empowerment climateSelf-leadershipJob satisfactionService performanceService satisfaction
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本研究旨在探討團隊賦權氣候與自我領導能力對工作滿意度與服務績效影響。同時驗證工作滿意度對賦權氣候與服務績效關係之中介效果,以及工作滿意度對自我領導能力與服務績效之中介效果。進一步探討賦權氣候對團隊服務績效影響、團隊服務績效對顧客服務滿意度影響,以及團隊服務績效對賦權氣候與服務滿意度關係之中介效果。
本研究採用調查研究法,修改相關研究之量表作為測量工具。針對四家醫院分別蒐集26個病房的護理人員資料,包含賦權氣候、自我領導能力、工作滿意度與服務績效量表等資料。同時針對26個病房蒐集住院患者資料,包含服務績效以及醫療服務滿意度等資料。各量表皆經由驗證性因素分析,確立量表的模式適配度、組成信度以及解釋變異量。
之後並使用階層線性模式以及廻歸分析,進行各項假設的檢驗。研究結果顯示,團隊賦權氣候正向影響工作滿意度、工作滿意度也正向影響服務績效,同時工作滿意度對團隊賦權氣候與服務績效產生中介效果。自我領導能力正向影響工作滿意度,而且工作滿意度對自我領導能力與服務產生中介效果。此外,團隊賦權氣候正向影響醫療服務滿意度與團隊服務績效,而且團隊服務績效對團隊賦權氣候與醫療服務滿意度產生中介效果。
最後,根據實證研究分析結果,本研究針對管理實務以及未來的研究,提出相關建議。
The purpose of this study was to explore the influence of team empowerment climate and personal self-leadership ability on job satisfaction and service performance. We also tested the mediating effect of job satisfaction between team empowerment climate and service performance. Moreover, we analyzed the mediating effect of job satisfaction between self-leadership and service performance. Furthermore, we examined the influence of team service performance on service satisfaction. Finally, the mediating effect of team service performance between empowerment climate and service satisfaction was tested.
The survey method was conducted. The measures used in the survey were modified from other researches. The clinical nurses of 26 wards from 4 hospitals were surveyed with empowerment climate scale, self-leadership scale, job satisfaction scale and service performance scale. Also, the patients from 26 of those wards were surveyed with service performance scale and medical service satisfaction scale.
The Hierarchical Linear Modeling and hierarchical regression were used to test the hypothesis. The results showed the empowerment climate and self-leadership ability were import influence factor on job satisfaction and service performance. And the job satisfaction was the mediator between empowerment climate and service performance. Also, job satisfaction was the mediator between self-leadership ability and service. The results also indicated the service climate positive influence team service performance. And the team service performance was the mediator between empowerment climate and service satisfaction.
According to the results of empirical study the suggestions for management practice and future study were proposed.
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