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題名：國際線空服員對轉換型領導、服務氣候與服務導向公民行為之研究：以內、外控人格特質為干擾變項
書刊名：人力資源管理學報
作者：許順旺 引用關係／林笠倫／張姮燕 引用關係
作者(外文)：Hsu, Shun-wang／Lin, Li-lun／Chang, Heidi H.
出版日期：2010
卷期：10:1
頁次：頁53-77
主題關鍵詞：轉換型領導；服務氣候；服務導向公民行為；內控人格特質；外控人格特質；Transformational leadership；Service climate；Service-oriented citizenship behavior；Locus of control in personality
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(10) 博士論文(1) 專書(0) 專書論文(1)
  • 排除自我引用排除自我引用:5
  • 共同引用共同引用:34
  • 點閱點閱:125
本研究以國際線空服員爲研究對象，探討空服員對轉換型領導、服務氣候與服務導向公民行爲之研究，以及透過內、外控人格特質的干擾，是否會對服務氣候與服務導向公民行爲之間產生影響。研究採便利抽樣方式進行問卷調查，受測對象爲某一航空公司國際線之本國籍空服員，問卷共計發放400份，回收有效問卷320份。研究結果顯示：轉換型領導與服務氣候存在顯著正相關；服務氣候與服務導向公民行爲及其子構面服務傳遞、主動參與及忠誠度均存在顯著正相關；轉換型領導與服務導向公民行爲及其子構面均存在顯著正相關；服務氣候對轉換型領導與服務導向公民行爲及其子構面服務傳遞、主動參與及忠誠度的關係皆會產生中介的效果；內控人格特質對於服務氣候與服務傳遞的關係具有干擾的效果；而外控人格特質對於服務氣候與主動參與及忠誠度的關係具有反向干擾的效果。
This research targets at cabin attendants serving in the international flights, and aims to explore the relationship among cabin attendants' transformational leadership, service climate and service-oriented citizenship behavior. We also examine the moderator effect of locus of control personality traits on the relationship between service climate and service-oriented citizenship behavior. The questionnaire survey method was used to collect data through convenience sampling. The samples of this research were native cabin attendants who have served international flights for an Airline company in Taiwan. There are 400 questionnaires sent to cabin attendants, and 320 questionnaires were received. The research results found (1) a positive correlation between transformational leadership and service climate; (2) a positive correlation between service climate and service-oriented citizenship behavior (i.e., service delivery, participation, and loyalty); (3) a positive correlation between transformational leadership and service-oriented citizenship behavior (i.e., service delivery, participation, and loyalty); (4) a mediator effect of service climate on the relationship between transformational leadership and service-oriented citizenship behavior; (5) a moderation effect of internal locus of control personality trait on the relationship between service climate and service-oriented citizenship behavior (i.e., service delivery) while external locus of control personality trait has a negative moderation effect on the relationship between service climate and service-oriented citizenship behavior (i.e., participation, and loyalty).
期刊論文
1.Yagil, D.(2001)。Ingratiation and Assertiveness in the Service Provider-Customer Dyad。Journal of Service Research，3(4)，345-353。  new window
2.汪昱(20050600)。旅館領導行為與服務人員公民行為的關聯。中華技術學院學報，32，253-271。  延伸查詢new window
3.Spector, P. E.(1987)。Interactive Effects of Perceived Control and Job Stressors on Affective Reactions and Health Outcomes for Clerical Workers。Work and Stress，1(2)，155-162。  new window
4.彭于萍(20070200)。大學圖書館員服務導向組織公民行為初探 : 由服務品質觀點探討。圖書與資訊學刊，60，49-65。new window  延伸查詢new window
5.Podsakoff, P. M.、MacKenzie, S. B.(1997)。Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestion for Future Research。Human Performance，10(2)，133-151。  new window
6.嚴秀茹、林育理、戴淑賢(20040100)。服務氣候對服務導向公民行為之影響歷程探討--心理授權與角色界定之中介模式。管理評論，23(1)，25-48。new window  延伸查詢new window
7.Rotter, J. B.(1966)。Generalized expectancies for internal versus external control of reinforcement。Psychological Monographs: General and Applied，80(1)=609，1-28。  new window
8.Bettencourt, Lance A.、Gwinner, Kevin P.、Meuter, Matthew L.(2001)。A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors。Journal of Applied Psychology，86(1)，29-41。  new window
9.Cran, David J.(1994)。Towards Validation of the Service Orientation Construct。The Service Industries Journal，14(1)，34-44。  new window
10.Hogan, J.、Hogan, R.、Busch, C. M.(1984)。How to Measure Service Orientation。Journal of Applied Psychology，69(1)，167-173。  new window
11.Schneider, Benjamin、Ehrhart, Mark G.、Mayer, David M.、Saltz, Jessica L.、Niles-Jolly, K.(2005)。Understanding organization-customer links in service settings。Academy of Management Journal，48(6)，1017-1032。  new window
12.Schneider, B.、Wheeler, J. K.、Cox, J. F.(1992)。A passion for service: Using content analysis to explicate service climate themes。Journal of Applied Psychology，77(5)，705-716。  new window
13.George, William R.(1990)。Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level。Journal of Business Research，20(1)，63-70。  new window
14.吳靜吉、潘養源、丁興祥(19800500)。內外控取向與工作滿足及績效之關係。國立政治大學學報，41，左61-74。  延伸查詢new window
15.Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management。Human Resource Planning，19(2)，20-31。  new window
16.Podsakoff, Philip M.、MacKenzie, S. B.、Paine, J. B.、Bachrach, D. G.(2000)。Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research。Journal of Management，26(3)，513-563。  new window
17.Mackenzie, Scott B.、Podsakoff, Philip M.、Rich, Gregory A.(2001)。Transformational and transactional leadership and salesperson performance。Journal of the Academy of Marketing Science，29(2)，115-134。  new window
18.Schneider, B.、White, S. S.、Paul, M. C.(1998)。Linking service climate and customer perceptions of service quality: Tests of a causal model。Journal of Applied Psychology，83(2)，150-163。  new window
19.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
20.House, Robert J.(1971)。A Path-Goal Theory of Leader Effectiveness。Administrative Science Quarterly，16(3)，321-339。  new window
21.Johnson, Jeff W.(1996)。Linking Employee Perceptions of Service Climate to Customer Satisfaction。Personnel Psychology，49(4)，831-851。  new window
22.高瑞新(20060900)。領導行為、組織氣氛與服務品質關係之研究--以高雄港務警察局為例。人力資源管理學報，6(3)，95-117。new window  延伸查詢new window
23.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
24.凌茜、汪純孝(2007)。服務氣團與服務導向的人力資源管理策略。現代管理科學，5，3-4。  延伸查詢new window
25.Heskett, J. L.(1987)。Lesson in the service sector。Harvard Business Review，65，118-126。  new window
26.Lytle R. S.、Hom, P. W.、Mokwa, M. P.(1998)。Servqual: A managerial measure of organizational service-orientation。Journal of Retailing，74，455-489。  new window
會議論文
1.莊璦嘉、廖苑君、許惠貞(2007)。領導風格與顧客導向行為關係之探討--以員工知覺支持為中介。中國上海。  延伸查詢new window
2.陳銘薰、蔡杏雪(2007)。主管領導行為與員工工作投入關係之硏究--以內外控人格特質、自我效能為干擾變數。台北。  延伸查詢new window
學位論文
1.陳玉鎂(2006)。轉換型領導對工作滿足及組織承諾的影響--以工作特性為中介變項(碩士論文)。國立中央大學。  延伸查詢new window
2.陳美伶(2005)。空中服務員之內外控人格特質、組織服務氣候與服務導向公民行為之關係研究--以本國航空公司為例(碩士論文)。世新大學，台北市。  延伸查詢new window
3.張一心(2000)。私立大學「教育學程」創辦負責人領導行為與組織氣候關係之研究(碩士論文)。輔仁大學。  延伸查詢new window
4.廖思先(1999)。轉換型領導、組織承諾與組織公民行為之相關研究--以臺灣公立美術館為例(碩士論文)。國立中山大學。  延伸查詢new window
5.蘇永富(2001)。轉換型領導、組織承諾與組織公民行為關係之研究--以派外人員為例(碩士論文)。國立中山大學。  延伸查詢new window
6.傅益泰(2005)。人格特質對義工行為與組織公民行為之影響研究--以某研究機構為例(碩士論文)。國立中央大學。  延伸查詢new window
7.王志平(2007)。教師知覺校長轉換型領導對於組織氣氛之影響--以桃園某大學為例。開南大學。  延伸查詢new window
8.湯大緯(2006)。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。雲林科技大學。new window  延伸查詢new window
9.董倩倩(2005)。空服員的人格特質、組織承諾與生涯發展傾向之相關硏究。銘傳大學。  延伸查詢new window
圖書
1.Schneider, B.、White, S. S.(2004)。Service quality: Research perspectives。Thousand Oaks, California：Sage。  new window
2.Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。  new window
3.Bass, Bernard M.(1985)。Leadership and Performance Beyond Expectations。Free Press。  new window
4.林欽榮(2002)。組織行為。揚智文化事業股份有限公司。  延伸查詢new window
5.Bass, B. M.、Avolio, B. J.(1990)。Transportational leadership development: Manual for the multifactor leadership questionnaire。Consulting Psychologists Press。  new window
6.Costa, P. T. Jr.、McCrae, R. R.(1986)。The NEO personality inventory manual。Psychological Assessment Resources。  new window
7.Burns, James MacGregor(1978)。Leadership。Harper & Row。  new window
8.Schneider, B.(1986)。Notes on climate and culture。Creativity in services marketing what's new, what works, what's developing。Chicago, IL。  new window
圖書論文
1.Kopelman, R. E.、Brief, A. P.、Guzzo, R. A.(1990)。The role of climate and culture in productivity。Organizational climate and culture。San Francisco：Jossey-Bass。  new window
2.Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。  new window
 
 
 
 
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