轉換型領導對旅館餐廳服務人員行為態度之影響：社會認定與自我肯定之認知機制

The Effect of Transformational Leadership on Hotel Restaurant Employees' Work Attitudes and Behaviors: The Mechanism of Social Identity and Self-Esteem

10.6267/JTLS.2007.13(1)1

黃品全(Pin-Chyuan Hwang)；蔣明親(Ming-Chin Chiang)

社會認定 ； 轉換型領導 ； 組織中自我肯定 ； 利他行為 ； 待客適應性 ； social identity theory ； transformational leadership ； organization-based self-esteem ； altruistic behavior ； service adaptability

觀光研究學報

13卷1期（2007 / 03 / 01）

1 - 22

繁體中文

本研究從社會認定的理論觀點，探討餐旅業轉換型領導如何引發服務人員對其單位的群體認同及在組織中的自我肯定，並繼而緩解服務工作中的自我設限，提昇利他行為、待客適應性及服務承諾。針對267位國際觀光旅館餐廳服務人員的實証研究發現，轉換型領導對群體認同及組織中自我肯定具正面影響。研究結果也顯示，組織中自我肯定對成員待客適應性及服務承諾有直接的助益。群體認同的作用則在於提昇利他行為、降低自我保護心態。

A theoretical framework based on social identity was developed to investigate the relationships among transformational leadership, group identification, organization-base self-esteem, self-handicapping, altruism, service adaptability and commitment to customer service. Results of the survey on 267 hospitality employees indicated that transformational leadership positively influenced followers' group identification and organization-base self-esteem. Group identification was positively related to altruism behavior, but negatively related to self-handicapping. On the other hand, organization-base self-esteem was positively related service adaptability and commitment to customer service.

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