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題名:大學行政服務品質初探:領導行為、服務氣候及組織公民行為的效果
書刊名:人力資源管理學報
作者:孫思源 引用關係潘豐泉 引用關係林重均
作者(外文):Sun, Szu-yuanPan, Feng-chuanLin, Chung-chun
出版日期:2011
卷期:11:4
頁次:頁1-22
主題關鍵詞:服務品質服務氣候組織公民行為領導行為Service qualityService climateOrganizational citizenship behaviorLeadership behavior
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(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:10
  • 共同引用共同引用:304
  • 點閱點閱:95
過去研究顯示,服務氣候及組織公民行為是影響服務品質的重要因素。鑑於員工在服務品質塑造與維持之不可替代性,本研究以兩構面領導理論為基礎,探討領導行為對員工服務氣候、組織公民行為及學生所覺知之服務品質之間的關係。研究樣本以115 位員工及333 位學生為對偶研究樣本,研究結果顯示:(1) 較突出的體恤型領導與結構型領導對於服務氣候均具有顯著正向影響,但對組織公民行為的影響效果則不顯著;(2) 服務氣候對於組織公民行為有顯著正向影響效果;(3) 服務氣候及組織公民行為對於服務品質都有顯著正向影響效果;(4) 組織公民行為對服務氣候與服務品質的關係有中介影響。本研究亦討論本研究之研究限制,並建議未來研究之方向以及在管理實務上之意涵。
The literature suggests that service climate and organizational citizenship behavior (OCB) have substantial effects on quality of service. This study adopts conventional two-dimension leadership theory of the Ohio State University to examine the effect of varied leading behavior on the service climate, organizational citizenship behavior, and service quality. Data gathered for analyses are 115 administrative matching students who received administrative services in the beginning of a new semester. Major research findings include first, both consideration and initiation of structure of leading behavior positively influence the service climate, yet not on OCB. Second, the service climate significantly influences OCB. Third, the service climate and OCB positively influence service quality respectively. Fourth, OCB partially mediates the relationship between the service climate and the service quality. This report ends with suggestions for future research direction and managerial implication.
期刊論文
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2.Shortell, Stephen M.、Devers, Kelly J.、Gillies, Robin R.、Rousseau, Denise M.、Simons, Tony L.(1991)。Organizational Assessment in Intensive Care Units (ICUs): Construct Development, Reliability, and Validity of the ICU Nurse-Physician Questionnaire。Medical Care,29(8),709-726。  new window
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4.Hui, C. H.、Chiu, W. C. K.、Yu, P. L. H.、Cheng, K.、Tse, H. H. M.(2007)。The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysis。Journal of Occupational and Organizational Psychology,80(1),151-172。  new window
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11.Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。  new window
12.Dimitriades, Zoe S.(2007)。The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: A survey。Employee Relations,29(5),469-491。  new window
13.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
14.Schneider, B.、Parkington, J. J.、Buxton, V. M.(1980)。Employee and Customer Perceptions of Service in Banks。Administrative Science Quarterly,25(2),252-267。  new window
15.Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology,70(3),423-433。  new window
16.Walumbwa, F. O.、Hartnell, C. A.、Oke, A.(2010)。Servant leadership, procedural justice climate, service climate, employee attitudes, and organizational citizenship behavior: A cross-level investigation。Journal of Applied Psychology,95(3),517-529。  new window
17.汪美伶、鄭雯憶(20071200)。組織支持與服務導向組織公民行為--服務氣候之干擾角色。人力資源管理學報,7(4),71-93。new window  延伸查詢new window
18.鄭伯壎、楊國樞(19770900)。影響工人工作滿足感的因素:領導方式、情境因素及人格特質。中央研究院民族學研究所集刊,44,13-45。  延伸查詢new window
19.Kerr, Steven、Jermier, John M.(1978)。Substitutes for leadership: Their meaning and measurement。Organizational behavior and human performance,22(3),375-403。  new window
20.Bateman, Thomas S.、Organ, Dennis W.(1983)。Job Satisfaction and the Good Soldier: The Relationship between Affect and Employee "Citizenship"。Academy of Management Journal,26(4),587-595。  new window
21.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
22.Smith, C. Ann、Organ, Dennis W.、Near, Janet P.(1983)。Organizational citizenship behavior: Its nature and antecedents。Journal of Applied Psychology,68(4),653-663。  new window
23.Babcock-Roberson, M. E.、Strickland, O. J.(2010)。The relationship between charismatic leadership, work engagement, and organizational citizenship behaviors。Journal of Psychology,144(3),313-326。  new window
24.Euwema, M. C.、Wendt, H.、van Emmerik, H.(2007)。Leadership styles and group organizational citizenship behavior across cultures。Journal of Organizational Behavior,28(8),1035-1057。  new window
25.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
26.Morrison, E. W.(1996)。Organizational Citizenship Behavior as a Critical Link between HRM Practices and Service Quality。Human Resource Management,35(4),493-512。  new window
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28.蔡維奇、吳姮憓(20011200)。組織服務氣候對服務品質的影響:以員工正面情緒表達為中介變項。臺大管理論叢,12(1),149-169。new window  延伸查詢new window
29.鄭仁偉、廖瓊瑤(20001200)。臺灣地區文化中心員工組織公民行為模型之研究。交大管理學報,20(2),79-112。new window  延伸查詢new window
30.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics,21(4),39-52。  new window
31.Podsakoff, Philip M.、MacKenzie, Scott B.、Moorman, Robert H.、Fetter, Richard(1990)。Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors。The Leadership Quarterly,1(2),107-142。  new window
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33.鄭伯壎、謝佩鴛、周麗芳(20020600)。校長領導作風、上下關係品質及教師角色外行為:轉型式與家長式領導的效果。本土心理學研究,17,105-161。new window  延伸查詢new window
34.許金田、胡秀華、凌孝綦、鄭伯壎、周麗芳(20041200)。家長式領導與組織公民行為的關係:上下關係品質之中介效果。交大管理學報,24(2),119-149。new window  延伸查詢new window
35.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
36.林鉦棽、彭台光(20061200)。多層次管理研究:分析層次的概念、理論和方法。管理學報,23(6),649-675。new window  延伸查詢new window
37.Farh, Jiing-Lih、Earley, P. Christopher、Lin, Shu-Chi(1997)。Impetus for Action: A Cultural Analysis of Justice and Organizational Citizenship Behavior in Chinese Society。Administrative Science Quarterly,42(3),421-444。  new window
38.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology,88(5),879-903。  new window
39.Salvaggio, A. N.、Schneider, B.、Nishii, L. H.、Mayer, D. M.、Ramesh, A.、Lyon, J. S.(2007)。Manager personality, manager service quality orientation, and service climate: Test of a model。Journal of Applied Psychology,92,1741-1750。  new window
圖書
1.Stogdill, R. M.(1963)。Manual for the Leadership Behavior Description Questionnaire-Form XII。Oxford, UK。  new window
2.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
3.Schneider, B.、Bowen, D. E.(1992)。Personnel and human resource management in the service sector。Research in personnel and human resources management。Greenwich, CT。  new window
圖書論文
1.Halpin, A. W.、Winer, B. J.(1957)。A factorial study of the leader behavior descriptions。Leader behavior: Its description and measurement。Columbus, OH:Bureau of Buisness Research, Ohio State University。  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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