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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/67974

    Title: 主動性人格、轉換型領導、服務氣候、服務績效與顧客滿意度--多層次之研究;The relationship among proactive personality, transformationalleadership, service climate, service performance, and customer satisfaction: A Multi-level Study
    Authors: 葉靜輝;Yeh,Ching-Hui
    Contributors: 人力資源管理研究所
    Keywords: 主動性人格;轉換型領導;服務氣候;服務績效;顧客滿意度;階層線性模式;proactive personality;transformational leadership;service climate;employee service performance;customer satisfaction;hierarchical linear modeling
    Date: 2015-07-27
    Issue Date: 2015-09-23 10:06:12 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 近視是全世界相當普遍的眼睛疾病,台灣近視率亦為亞洲地區最高之一,眼鏡儼然已成為大多數人日常生活的必需品。此外,在全球服務產業日趨重要的情況下,服務業面臨日趨競爭的產業環境,使得競爭優勢的掌握成為一項重要的課題。由於眼鏡零售業在技術與人才的轉變已與過往大不相同,技術提升與員工素質等因素成了影響企業經營績效的重要因素。而在此情境下,若能提升員工服務績效,提升顧客滿意度則其所彰顯
    ;With an increasingly competitive marketplace in the service industry, front-line service employees play a critical role in service encounters. According to empirical evidence shows that customers would increase their purchases while they experience higher satisfaction. So,
    it is important to know what predicts employee service performance.
    The purpose of this study is to examine the relationships among proactive personality, transformational leadership, service climate, service performance, and customer satisfaction. This study develops a proposal model of how employee proactive personality, store-level transformational leadership, store-level service climate affect employee service performance and how store-level service performance affect customer satisfaction. Optical stores are chosen as samples in which include 51 managers, 175 employees, and 557 customers from 51
    This study employs a cross-sectional design and uses HLM analysis to test the hypotheses. This study’s findings provided support for our main hypotheses. Proactive personality, store-level transformational leadership, store-level service climate are found to have a positive and significant effect on service performance. In addition, the relationship between store-level transformational leadership and service performance was full mediated by store-level service climate. Store-level service performance is found to have a positive and significant effect on
    customer satisfaction. This study concludes with a discussion of the theoretical and practical
    implications of findings.
    Appears in Collections:[人力資源管理研究所] 博碩士論文

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