轉換型領導風格與服務品質間中介機制的探討－跨層次觀點

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题名:	轉換型領導風格與服務品質間中介機制的探討－跨層次觀點
作者:	湯大緯
贡献者:	管理學院休閒與遊憩管理學系
关键词:	轉換型領導風格;服務氣候;支持氣候;適應性行為;正向情緒表達 Five Senses;Five Senses Design;Green Design;Package Design
日期:	2008
上传时间:	2010-05-14 08:08:35 (UTC+0)
摘要:	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.
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