| Abstract: | 顧客購買的不只是員工的服務行為，在享受服務時的心情與情緒也是所購買服務的一部分。然而，過去研究僅分別探討員工服務行為與情緒表達的影響，忽略此二者可能存在的交互作用效應。再者，由於轉換型領導者能轉換組織內部的社會氣候，且此組織的社會氣候會進而引導員工的行為與情緒表現，最終影響組織所提供服務的品質。
因此，本研究主要探討轉換型領導風格提升服務品質的機制，並把研究焦點聚焦於組織氣候(包括服務氣候與支持氣候)的塑造以及組織氣候對於員工適應性行為(adaptability)與正向情緒表達(displayed positive emotions)的影響。本研究預計以服務業從業人員為調查對象(包括髮型設計師、銀行理財專員)，並以層級線性模式分析(Hierarchical Linear Model, HLM)來探討轉換型領導風格對顧客服務品質知
覺的跨層次影響效應。
本研究希望透過此一實證研究，至少達到下列貢獻：一、了解服務氣候、支持氣候、員工正向情緒表達與適應性行為在轉換型領導風格影響服務品質的機制中所扮演的角色。同時了解員工適應性行為與正向情緒表達之交互作用對顧客服務品質評估的影響。
Author of “Brand Sense” mentioned that whereas the senses of visual and auditory prospect to be
highlighted in the past only, other senses such as olfactory, tasting, tactile from consumers are being
overlooked, thus, Martin Lindstrom stands for uniting Five Senses in 21st century. In recent years,
driving forces tend to be awaken as Five Senses in buying behaviors, needs of high-priced, top-quality,
live-experienced is expanding, but as the Five senses theory extend, it causes the anxious for deeming
extravagant design equal to Five Senses, excessive packaging will cause environmental issue.
According assessment of WHO, packaging wastages is taking 35% in general wastages worldwide,
Taiwan Environmental Protection Department’s reports show that Taiwanese people produce 1kg trash
on each day, packaging wastages is taking one third of volume. Packaging design is originated to
resolve daily chores for human’s life, designers should stand out whilst excessive packaging
implementation had set off an issue. By launching Study of〝Five Senses〞Design Theory, our
anticipation is to collaborating Five Sense design theory with green concept, adding sense of aesthetic
by using minimum wastages to refine essential Five Senses.
The use of assessment divided in 5 following segments:
(1) In the first stage of "literature data survey ", Five Senses flu-related domestic and foreign
documents. and abroad and collecting samples of green design, and laws and regulations at
home and abroad into the green design and understanding.
(2) The second stage is a "green packaging design point of important issues", which focused on the
public's awareness of green packaging cases to incorporate the emerging green packaging
problem, this stage will be a "survey" to environmental protection set regulations, with the focus
on design of the questionnaire content, and use of Likert scale 5:00 Scale measurement; to the
use of " Focus Group ", in view of environmental practitioners and packaging designer for deep
interview, and the two cross-analysis summarized results, access to the preliminary green
packaging design criteria.
(3) The third stage of the "five principles of the design sense," according to the findings of the
second phase, in the light of General Clauses sense of design, integration, summarize, the five
senses to the general packaging design principles, provided to the packaging design.
(4) The fourth stage of a "Grounded theory" of five senses green packaging design and the
assessment of the five senses building design model.
(5) The fifth stage of the "experimental verification", in accordance with the first four stages from
the "five senses and green packaging design principle," to meet the five senses of green
packaging design and test samples. Improved packaging for goods before and after the
improvement of assessment, the results of the five to this sense of design principles for
cross-analysis to obtain the five senses design specific conclusions.
The study is expected:
(1) Five Senses flu-related design theory and the practical application of circumstances.
(2) Understand the Five Senses and green packaging design of the association.
(3) To explore five senses design and the combination of green packaging design mode.
(4) Five Senses view of the design model domestic green packaging design problems.
(5) Construction of the Five Senses to the initial green packaging design mode.
(6) Discussion on the country into an advanced green design criteria. Construction of Taiwan
demand that accords with the model of green design.
(7) Five Senses as a principle of design concept, the whole to meet the demand of green packaging
design criteria.
(8) To meet the demand of domestic laws and regulations green packaging design principles, design
and improvement of laboratory tests with a view to the theory and practice of mutual
authentication, and obtained the best design.
(9) Based on the above results, domestic design industry, as well as five senses design and green
packaging design teaching reference. |
