本研究之研究問題主要在於探討主管不同的領導風格對第一線服務人員情緒勞務的影響與服務品質間的關係，針對不動產代銷公司營業員為探討對象。本研究透過問卷調查總共回收201份有效問卷樣本，研究結果顯示不動產代銷公司營業員情緒勞務與服務品質關係中以體制領導風格最具有影響力，體制領導風格對服務品質中的服務態度、服務效率都具有正向顯著之影響，亦為善用體制領導風格之領導技巧，可激發第一線服務人員對工作服務之熱忱。透過本研究之探討，可作為各企業、組織、團體管理措施之參考，除影響服務品質更進而可以提昇組織的績效。進而將本研究成果進一步運用在作為各項管理措施之建議。
This Research questions in this study aims to explore the impact of supervisors’ different leadership styles on front- line service personnel’s emotional labor and the relationship with service quality. The subjects weare real estate agency brokers, and 201 valid samples were collected from the. By questionnaire survey. The results showed that in, this study retrieved 201 valid samples. According to research findings, in the relationship between real estate agency brokers’ emotional labor and service quality, system leadership style is the most influential one. System leadership style positively and significantly influences service attitude and service efficiency of service quality. Proper use employment of techniques of system leadership style can trigger front-line service personnel’s passion at work. The findings is study can serve as reference for management measures in enterprises, organizations and groups, thereby affecting. It not only influences service quality and enhancing organizational performance. The findings study can also be employed as suggestions for different managerial measures.
