政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/72862
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 92429/122733 (75%)
造访人次 : 26439999      在线人数 : 269
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧:
  • 您可在西文检索词汇前后加上"双引号",以获取较精准的检索结果
  • 若欲以作者姓名搜寻,建议至进阶搜寻限定作者字段,可获得较完整数据
  • 进阶搜寻
    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/72862


    请使用永久网址来引用或连结此文件: http://nccur.lib.nccu.edu.tw/handle/140.119/72862


    题名: Examining the Mechanisms Linking Transformational Leadership, Employee Customer Orientation, and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support
    作者: Liaw, Yuann-jun;Chi, Nai-wen;Chuang, Aichia
    紀乃文
    贡献者: 企管系
    关键词: Transformational leadership;Customer orientation;Supervisor support;Service performance;Trickle-down process;Coworker support;Multilevel analysis;Taiwan
    日期: 2010-09
    上传时间: 2015-01-14 14:27:45 (UTC+8)
    摘要: The aim of this study is to test whether store-level transformational leadership influences service employees' customer orientation via two different mechanisms--supervisor support and coworker support--and whether customer orientation leads to favorable customer-perceived employee service performance. Data were collected from multiple sources, comprising 212 service employee-customer dyads in 55 stores within Taiwan. Hierarchical linear modeling analysis (HLM) was employed to test the hypotheses. Our results indicate that transformational leadership not only directly increased employee customer orientation, but also indirectly enhanced employee customer orientation through employee-perceived supervisor support. However, employees' perceived coworker support did not mediate the transformational leadership-customer orientation linkage. Moreover, although employee customer orientation was unrelated to customer-rated service performance, we found that the customer relationship moderated this association. Our results show that: 1. transformational leadership can enhance employees' customer orientation, and 2. supervisor support serves as the dominant mediator for the relationship between transformational leadership and employee customer orientation. Previous studies have predominantly examined the main effects of transformational leadership on employee customer orientation. This study extends our understanding of this relationship by highlighting the important mediating role of perceived supervisor support in the transformational leadership-customer orientation linkage. [PUBLICATION ABSTRACT]
    關聯: Journal of Business and Psychology, 25(3), 477-492
    数据类型: article
    DOI 連結: http://dx.doi.org/10.1007/s10869-009-9145-x
    DOI: 10.1007/s10869-009-9145-x
    显示于类别:[企業管理學系] 期刊論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    447.pdf335KbAdobe PDF712检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈