| dc.description.abstract | This study aims for investigating if the attitude of employees under difference leadership styles indeed influences the sincereness feeling of customers. By collating previous study, this paper developed the research model throughout three-level, organization, employee and customer levels, investigating the influence of employees′ working behavior and servicing attitude on customers’ perceived service provider’s authenticity under different supervisor leadership styles. The present study adopts hierarchical liner modeling to assess the hypotheses. 650 surveys were distributed, and a total of 474 valid samples were retrieved from 29 famous service industry in Taiwan （employee sample size: 235; customer sample size: 239; a valid response rate of 72.9%）.
According to the viewpoints and recommendations of previous studies, our study divides the research framework into organization, employee and customer levels. The first part explores the impact of different supervisory styles on employees′ working attitudes and emotions. The second part discusses the result of how employees’ working attitude and emotions influence the actions employees’ take while servicing customers. The third part reveals the impact of employees′ attitude and emotional expression on customer perceived service provider’s authenticity. Outcomes above show that the supervisor′s leadership styles indeed affect the emotional attitude and behavior of each employee. The emotional attitude behavior of employees at work has a great impact on the emotional attitude of employees while serving customers; The employees’ emotional attitude towards customer service has an influence on the customer perceived service provider’s authenticity.
The contribution of this study is divided into four parts. Firstly, at the organizational level, this study expands and integrates relevant studies on leadership styles to show how leaders with different leadership styles influence employees with different organization values, thus reform employees′ inauthenticity behaviors at work. Secondly, at the employees’ level, this study moves away from the variables that previous employees′ behavior focused on their work attitude performance, incorporates insincere behavior or impression management behavior, and explorations of the impact between employees’ behavior to customers. Thirdly, the framework of this study spans across levels to the customer levels and contributes to the fields of customer perceptions of service experiences, and focus on the importance of service attitude on customer perceived service provider’s authenticity.Last but not the least, when it comes to methodology, this study is different from previous studies because of the relationship between single level variables and adopts hierarchical linear model to conduct cross-level analysis, so as to make accurate measurement and evaluate the relationship between behavior performance of organizations, employees and customers. | en_US |