上行下效！不當督導與顧客滿意度：服務行為之角色

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题名:	上行下效！不當督導與顧客滿意度：服務行為之角色 Where the Dam Leaps Over, The Kid Follows! Abusive Supervision and Customer Satisfaction：The Role of Service Performance
作者:	趙唯宇
贡献者:	國際企業管理學系碩士在職專班
关键词:	不當督導涓滴效應服務績效顧客滿意度 abusive supervision service performance customer satisfaction trickle-down theory
日期:	2024
上传时间:	2024-08-02 15:35:24 (UTC+8)
摘要:	不當督導的涓滴模型指出，不當督導行為的負面影響會被部屬模仿並沿組織層級傳遞。當部屬接收到來自主管的不當督導行為時，會藉由涓滴效應，向下傳遞給在下級的部屬，或是藉由服務績效傳遞給顧客。並探討主管的不當督導行為，是否會造成員工的服務破壞，間接影響員工服務績效。而第一線服務人員在服務業中佔有非常重要的一個角色，因為顧客上門消費時，第一個面對到的即是第一線服務人員，當第一線服務人員因為受到不當督導的間接影響導致服務績效不佳時，顧客所感受到的服務品質也會受影響，間接導致顧客滿意度下降。在本文章中，我們研究了服務業中不當督導行為與顧客滿意度間的關係，及服務績效對於不當督導及顧客滿意度間之中介效果。此外，我們假設(1)不當督導會藉由涓滴效應對部屬的服務績效產生負向影響。(2)員工的服務績效對於不當督導及顧客滿意度具有中介效果。相關問卷數據來自200位從事服務業的第一線服務人員，採用兩階段發放，兩階段時間總共歷時一個月。 The trickle-down model of improper supervision points out that the negative ef-fects of improper supervision will be imitated by subordinates and passed along the organizational hierarchy. When subordinates receive improper supervision from the supervisor, they will be passed down to the subordinates in the lower level through the trickle-down effect, or passed to the customers through service performance. And ex-plore whether the supervisor’s improper supervision behavior will cause service dam-age to employees and indirectly affect employee service performance. The front-line service personnel occupies a very important role in the service industry, because when customers come to consume, they are the first to face the front-line service personnel. When the front-line service personnel are indirectly supervised due to improper super-vision When the impact leads to poor service performance, the quality of the service customers feel will also be affected, which indirectly leads to a decline in customer satisfaction. In this article, we studied the relationship between improper supervision and cus-tomer satisfaction in the service industry, and the mediating effect of service perfor-mance on improper supervision and customer satisfaction. In addition, we assume (1) improper supervision will have a negative impact on the service performance of sub-ordinates through the trickle-down effect. (2) The service performance of employees has an intermediary effect on improper supervision and customer satisfaction. The relevant questionnaire data comes from 200 first-line service personnel engaged in the service industry, and it is distributed in two stages, which lasts a month in total.
显示于类别:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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