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題名:領導雙歧對服務品質影響:創新、標準化與職場友誼的中介干擾效果
作者:林嬿惠
作者(外文):Lin, Yen-Hui
校院名稱:國立彰化師範大學
系所名稱:人力資源管理研究所
指導教授:張火燦
趙志揚
學位類別:博士
出版日期:2017
主題關鍵詞:領導雙歧服務品質職場友誼標準化創新Ambidextrous LeadershipService QualityWorkplace FriendshipStandardizationInnovation
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本研究主要探討領導雙歧對服務品質影響,透過創新與標準化的中介效果,及職場友誼的干擾效果。以台灣國際觀光旅館共75家,抽樣50家為研究對象,每家旅館抽取3位餐飲部門主管,每位主管搭配3位直屬部屬。有效問卷36家旅館中,有345位服務人員及115位直屬主管。本研究方法採用PROCESS路徑分析驗證研究假設,研究結果發現:(一)領導雙歧會透過創新正向影響服務品質。(二)領導雙歧會透過標準化正向影響服務品質。(三)職場友誼會強化領導雙歧對創新有正向的影響。(四)職場友誼會強化創新對服務品質有正向的影響。(五)職場友誼會強化領導雙歧對標準化有正向的影響。最後,本研究針對研究結果進行討論,並提出研究建議與未來研究方向。
This study is aimed at how ambidextrous leadership affects service quality with innovation and standardization as mediators and workplace friendship as moderator. 50 out of 75 international hotels in Taiwan were sampled for this study. The subjects worked in the catering section of the hotels. For each hotel, three supervisors and three their direct subordinates were requested to respond to the questionnaire. Eventually, valid questionnaires were completed by 345 servers and 115 management directors in 36 hotels. The research hypotheses were tested by PROCESS the path analysis. The findings are as follows: (1) The relationship between ambidextrous leadership and service quality is mediated by innovation. (2) The relationship between ambidextrous leadership and service quality is mediated by standardization. (3) Workplace friendship makes the effect between ambidextrous leadership and innovation stronger. (4) Workplace friendship makes the effect between innovation and service quality stronger. (5) Workplace friendship makes the effect between ambidextrous leadership and standardization stronger. Based on results and analysis, some conclusions and recommendations are made for future research.
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行政院主計總處。(2016)。國民所得統計摘要,台北市,行政院主計總處。
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