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題名:企業服務回應、員工社會情緒、服務結果間關係之研究
作者:梁榮達 引用關係
作者(外文):Rong-Da Liang
校院名稱:國立東華大學
系所名稱:企業管理學系
指導教授:巫喜瑞
學位類別:博士
出版日期:2008
主題關鍵詞:主管-員工和諧程度員工社會情緒服務結果機械式-有機式服務回應系統理論supervisor – employee rapportemployee social emotionservice outcomesystem theorymechanistic - organic service responsiveness
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服務回應已成為行銷領域重要的研究議題。因此,本研究根據組織回應、情緒管理等服務行銷研究,配合9場深度訪談結果,形成兼具理論性及實證性之研究架構。本研究藉由文獻探討,提出以系統理論隱喻:機械式-有機式方法,來探討服務回應的定義及構面。另外,藉由社會互動與服務接觸的理論概念,探討服務回應、員工社會情緒及服務結果之間的關係,並且導入主管與員工和諧程度,探討其在社會情緒與服務結果間的調節效果。同時,依照嚴謹標準選擇兩家便利商店公司及一家壽險公司為抽樣對象,共抽取有效樣本-203位主管與406位部屬的成對資料。統計結果發現:機械式與有機式服務回應,均正向顯著影響正面社會情緒,並且以有機式服務回應影響程度較高。機械式與有機式服務回應,均負向顯著影響負面社會情緒,並且以機械式服務回應的影響程度較高。正面社會情緒正向顯著影響員工的工作滿足感受,以及顧客滿意。主管與員工間和諧程度,調節負面社會情緒與工作滿足間關係。更進一步地,作者討論某些重要的研究議題,如學術、管理意涵,以及未來研究方向。
Service responsiveness becomes an important research issue in marketing domain. Therefore, according to the related service marketing research of organizational responsiveness, emotion management, this study combines nine in-depth interviews to form an empirical and theoretical framework. This study based on the metaphor of system theory and provides mechanistic – organic approach is to examine the definition and dimensions of service responsiveness. In addition, this study explores the relationships among service responsivness, employee social emotion and job outcomes with the dyadic information of manager and employee. This study also investigates the moderator of supervisor-employee rapport between social emotion and job outcomes. The sampling industries are convenience store and insurance industry based on market share to choice two convenience stores and one insurance company to be the sampling list. The samples are 203 managers and 406 employees respectively. Statistic results shows: mechanistic and organic service responsiveness significantly positive influence positive social emotion, and organic service responsiveness is higher than mechanistic service responsiveness. Mechanistic and organic service responsiveness significantly negative influence negative social emotion, and mechanistic service responsiveness is higher than mechanistic service responsiveness. Positive social emotion is positive influence employee’s work satisfaction and customer satisfaction. Supervisor – employee rapport moderate the relationship between negative social emotion and job satisfaction. Furthermore, author discusses several important research issues, such as research, managerial implications and future research avenues.
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