| 摘要: | 主管人格特質與員工服務品質承諾之關係： 工作品質與互動品質途徑 研究背景、研究問題及研究目的 高品質的顧客服務已成為服務性組織提升競爭力與影響顧客偏好的重要的 因素(Peccei and Rosenthal, 1997)，而與顧客互動的第一線員工的服務品質更是關 鍵。服務員工經由兩方面影響顧客認知的品質，他們一方面需要相關的知識及能 力來幫助顧客解決問題(工作品質途徑)，另一方面他們需要妥善處理顧客情緒問 題(互動品質途徑)，由於服務組織的主管較不易控制服務品質(Bowen and Schneider, 1988)，因此主管的監督往往顯得有所不足，反之，主管如何使員工將 組織的期望內化，主動提升自身的服務品質承諾將是較佳的方式。 服務品質承諾包含顧客導向服務承諾(工作品質承諾)及情緒勞動承諾(互動 品質承諾)。很少研究探討發展員工服務品質承諾的因素，Pecei and Rosenthal (2001)為少數例外，他們發現一些情境因素及員工能力會影響顧客導向服務承 諾；就情緒勞動承諾的發展因素而言，則尚無研究加以探討。由於主管的人格特 質會影響其自身的作為，而主管的作為(例如，領導型態)則是影響員工態度與行 為的重要因素，因此主管的人格特質可能影響員工的服務品質承諾，然而相關研 究尚付之闕如。 因此本研究試圖整合及擴充服務工作品質與情緒勞動兩領域之現有知識， 探討主管的某些人格特質(例如，顧客導向特質及競爭特質)，如何影響其對顧客 服務與情緒表達規則的承諾(主管的顧客服務承諾及情緒規則承諾)，進而影響員 工的服務品質承諾，以及主管與員工的互動公平如何產生干擾效果。 研究方法： 與顧客互動之第一線主管及員工為本研究之抽樣對象，預計調查主管150 人 及員工1200 人。問卷分為兩部分，一部份由主管評估，另一部份則由部屬評估， 本研究將翻譯國外具有效度及信度之相關問卷，再由相關領域的資深學者審訂內 容效度，並進行預試。本研究為一跨層級的研究，因此採用多層級線性模式(HLM) 從事資料分析，以檢驗研究假設。 研究重要性與預期貢獻： 雖有少數學者探討服務承諾的發展因素，然而他們只探討單一途徑(工作品 質途徑)及單一層級(員工層級)的影響因素，本研究則由雙途徑(工作及互動品質途 徑)及跨層級(主管及員工層級)以探討過往研究不足之處，換言之，探討主管的人 格特質如何影響員工的服務品質承諾，希冀擴充情緒勞動及服務品質之知識，並 對於現有文獻有所貢獻。在實務管理上，本研究將有助於管理者了解主管的人格 特質如何提升員工的服務品質承諾，進而提出相關實務之建議。
The relationship between supervisor’s personality and employee’s service quality commitment: The approaches of task quality and interaction quality Abstract Research background, problem, and objectives： The high quality of customer service has become the important factor to promote the competitive advantage of service organizations and to affect their customer’s preference (Peccei and Rosenthal, 1997). Especially, the service quality of the frontline employees who interact with customers is highly critical. The service employee affects the customer perceived quality by way of two aspects; on the one hand they apply their knowledge and ability to help the customer to solve problems (task quality approach), on the other hand they deal with the customer’s emotion (interaction quality approach). Because it is rather difficult for service organization to control service quality (Bowen and Schneider, 1988), the supervision often appears insufficient. On the contrary, it will be the better way to achieve high service quality, that employees internalize the organization’s expectation and initiatively commit to the service quality. Service quality commitment includes customer orientation service commitment (task quality commitment) and emotional labor commitment (interaction quality commitment). Very little studies have explored the factors that develop the service quality commitment. Pecei and Rosenthal (2001) is the only exception. They found that some situational factors and employee ability will affect customer orientation service commitment. Further, no research has studied the factors affecting emotional labor commitment. Because the supervisor’s personality will affect their conduct and then their conduct (e.g., leadership styles) will influence the employee’s attitudes and behaviors, the supervisor’s personality may influence employee’s service quality commitment. However, the existing literature has not clarified these relations, thus the further exploration and examination is needed. The current studies intend to integrate and extend the knowledge in the fields of service quality and emotional labor. We argue that supervisor’s personality (customer orientation trait and competitiveness trait) could influence their commitment to customer service and to rule of emotional labor, and then affects employee’s service quality commitment. Further, we argue that the interaction justice will be a moderator in the framework. Research methods: Frontline managers and employees that interact with customers will be the sampling objects, including about 150 supervisors and 1200 employees. The questionnaires include two parts, one part appraised by the manager and another part appraised by the employee. The Chinese translations of the valid and reliable questionnaires of previous studies will be used. The translations will be reviewed by scholars to assure the content validity and then be checked by a pretest. This study is a cross level research, therefore we use hierarchical linear model (HLM) to analysis the data in order to examine the research hypotheses. Research importance and expected contribution: Few researchers explore how to develop the service commitments. Further, they only investigate the relationship through one approach (task quality approach) and one level 表C011 共2 頁第2 頁 (employee level). To supplementing the deficiency in previous studies, the current study explores this issue by two approaches (task and interaction approaches) and two levels (supervisors and employees). In other words, the study will investigate the effects of supervisor’s personality on employee’s service quality commitment. It will extend the knowledge in the fields of emotional labor and service quality, and contribute to the existing literature. In addition, regarding managerial practices, the results of this study will provide evidences to understand how supervisor’spersonality will promote employee’s service quality commitments. This will be helpful for managers to apply appropriate practices. |
