Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/97824
標題: 僕人領導之串聯效應對單位服務品質之影響
The Cascading Effect of Servant Leadership on Unit Service Quality
作者: 黃佳盈
Chia-Yin Huang
關鍵字: 僕人領導;單位服務品質;串聯效應;servant leadership;unit service quality;cascading effect
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摘要: 
僕人領導近年來在領導相關研究方面持續被討論,在過去僕人領導的研究中談論的被領導者大多為基層員工,較少討論僕人領導之形成,以及被領導者是否也願意成為僕人領導者影響他人,因而產生串聯效應。本研究以社會學習理論為基礎,將單位主管(店長)同時視為被領導者與領導者,探討上層主管(區域主管)採用僕人領導帶領單位主管(店長),單位主管(店長)是否會學習上層主管(區域主管)之領導風格,進而採用同樣模式去帶領部屬(店員),形成串聯效應;透過僕人領導形成之串聯效應,部屬(店員)是否也會有犧牲奉獻之意識而將其轉化為對顧客之服務行為,對單位服務品質有正面之影響。

本研究以台灣連鎖零售商店為研究對象,透過親自發放問卷的方式進行資料蒐集,問卷分為兩個階段,填答對象為商店店長及店員,以整家商店為單位討論,研究最終商家有效樣本為125家,研究結果顯示,單位主管僕人領導與單位服務品質之間有正向關係,表示商店店長的僕人領導會影響店員,使店員也帶著相同的概念透過行為展現到服務品質上;然而上層主管僕人領導與單位主管僕人領導之間無法有此回饋,可能藉由其他內外部環境影響,能進一步使上層主管僕人領導有效的傳遞給單位主管。本研究在學術上補足僕人領導在服務品質的研究缺口,亦將研究結果延伸至管理意涵,提供公司在管理層面的建議與參考。

The leadership of servants has continued to be discussed in leadership research in recent years. In past servant leadership studies, most of the leaders talked about were grass-roots employees. They rarely discussed the formation of servant leadership, and whether leaders were willing to become servants. The leader influences others and thus has a tandem effect. Based on the social learning theory, this study considers the head of a unit (store manager) as both a leader and a leader, and discusses whether the head supervisor (regional supervisor) employs the servant leader to lead the head of the unit (store manager) and whether the head of the unit (store manager) will Learn the leadership styles of the top managers (regional directors), and then use the same model to lead the subordinates (the clerk) to form a tandem effect; through the tandem effect formed by the servant leadership, whether the subordinate (the clerk) will also sacrifice their dedication consciousness to The conversion into customer service behavior has a positive impact on the unit service quality.

In this study, a chain retail store in Taiwan was selected as the research object. The questionnaire was collected in person. The questionnaire was divided into two phases. The target audience was the store manager and clerk. The entire store was used as the unit to discuss the final sample of the business. For 125 companies, the research results show that there is a positive relationship between the unit supervisor servant leadership and the unit service quality, which means that the servant leader of the store manager will influence the clerk, and the clerk also shows the service quality through the same concept through the behavior. However, there can be no such feedback between the supervisory servant leadership and the unit supervisor servant leader, which may further influence the leadership of the senior supervisor to the supervisor of the unit through other internal and external environmental influences. This research complements the research gap of servant leadership in service quality academically, and also extends the research results to management implications, providing advice and reference for the company at the management level.
URI: http://hdl.handle.net/11455/97824
Rights: 同意授權瀏覽/列印電子全文服務,2019-01-21起公開。
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