题名

Relationships among LMX, coworker support, feedback seeking behavior, and service performance: the moderating roles of service climate

并列篇名

領導成員交換關係、同事支持、回饋尋求行為和服務績效之間的關係：服務氣候的調節角色

DOI

10.29423/JSRR.202012_15(2).05

作者

葉晶雯(Ching-Wen Yeh)

关键词

LMX ； coworker support ； feedback seeking behavior ； service climate ； service performance ； 領導成員交換關係 ； 同事支持 ； 回饋尋求行為 ； 服務績效 ； 服務氣候

期刊名称

運動與遊憩研究

卷期/出版年月

15卷2期（2020 / 12 / 01）

页次

52 - 67

内容语文

英文
中文摘要

We integrated this study with social exchange theory and social information processing theory to examine the relationship among leader-member exchange (LMX), coworker support, feedback seeking behavior (FSB), service climate and service performance. This goal was achieved by distributing 745 questionnaires to hotel personnel who deal with travelers. The valid response rate was 47.92% as 357 valid questionnaires were returned. Additionally, 120 questionnaires were distributed to team leaders; out of these, 71 valid questionnaires were returned, for a valid response rate of 59.16%. The research results reveal that: 1. FSB partially mediates the relationship between LMX and service performance; 2. FSB partially mediates the relationship between coworker support and service performance; 3. Service climate has a positive influence on service performance; 4. Service climate moderates the relationship between LMX and FSB; 5. Service climate moderates the relationship between coworker support and FSB. Based on these results, suggestions regarding service management are presented as a reference for international tourism hotels.
英文摘要

本研究整合社會交換理論和社會訊息處理理論，驗證領導成員交換關係、同事支持、回饋尋求行為和服務績效之間的關係。以台灣國際觀光旅館的前線服務人員與其團隊的組長為問卷調查的對象，發出745份員工問卷，回收357份有效問卷，問卷有效回收率47.92%；發出120份團隊組長問卷，回收71份有效問卷，問卷有效回收率59.16%。結果顯示：一、回饋尋求行為部分中介領導成員交換與服務績效的關係。二、回饋尋求行為部分中介同事支持和服務績效之間的關係。三、服務氣候對服務績效有顯著正向影響。四、服務氣候調節領導成員交換與回饋尋求行為之間的關係。五、服務氣候調節同事支持和回饋尋求行為之間的關係。最後，依據研究結果提出服務管理的建議，以供觀光旅館業者參考。
主题分类 醫藥衛生 > 預防保健與衛生學
社會科學 > 體育學
参考文献
  1. Anseel, F.,Lievens, F.,Levy, R. E.(2007).A self-motive’s perspective on feedback-seeking behavior: Linking organizational behavior and social psychology research.International Journal of Management Reviews,9(3),211-236.
  2. Ashford, S. J.,Blatt, R.,VandeWalle, D.(2003).Reflections on the looking glass: A review of research on feedback seeking behavior in organizations.Journal of Management,29(6),773-799.
  3. Ashford, S. J.,Cummings, L. L.(1983).Feedback as an individual resource: Personal strategies of creating information.Organizational Behavior and Human Performance,32,370-398.
  4. Ashford, S. J.,Cummings, L. L.(1985).Proactive feedback seeking: The instrumental use of the information environment.Journal of Occupational Psychology,58,67-79.
  5. Ashford, S. J.,Tsui, A. S.(1991).Self-regulation for managerial effectiveness: The role of active feedback seeking.Academy of Management Journal,34,251-280.
  6. Bakker, A. B.,Demerouti, E.,Schaufeli, W. B.(2005).The crossover of burnout and work engagement among working couples.Human Relations,58,661-689.
  7. Bandura, A.(1986).Social Foundations of Thought and Action: A Social Cognitive Theory.Englewood Cliffs, NJ:Prentice Hall.
  8. Borucki, C. C.,Burke, M. J.(1999).An examination of service-related antecedents to retail store performance.Journal of Organizational Behavior,20(6),943-962.
  9. Callister, R. R.,Kramer, M. W.,Turban, D. N.(1999).Feedback seeking Following Career Transition.Academy of Management Journal,42(4),429-438.
  10. Chen, W. J.,Cheng, H. Y.(2012).Factors affecting the knowledge sharing attitude of hotel service personnel.International Journal of Hospitality Management,31,468-476.
  11. Chiaburu, D. S.,Harrison, D. A.(2008).Do peers make the place? Conceptual synthesis and meta-analysis of coworker effects on perceptions, attitudes, OCBs, and performance.Journal of Applied Psychology,93,1082-1103.
  12. Coyle-Shapiro, J. A.,Kessler, I.,Purcell, J.(2004).Exploring organizationally directed citizenship behavior: Reciprocity or “it’s my job”?.Journal of Management Studies,41,85-106.
  13. Dahling, J. J.,Chau, S. L.,O’Malley, A.(2012).Correlates and consequences of feedback orientation in organizations.Journal of Management,38(2),531-546.
  14. Dean, J. W., Jr.,Brass, D. J.(1985).Social interaction and the perception of job characteristics in an organization.Human Relations,38,571-582.
  15. Fedor, D. B.,Rensvold, R. B.,Adams, S. M.(1992).An investigation of factors expected to affect feedback seeking: A longitudinal field study.Personnel Psychology,45(4),779-805.
  16. Ferris, G. R.(Ed.)(1998).Research in personnel and human resources management.Greenwich, CT:JAI Press.
  17. Graen, G. B.,Uhl-Bien, M.(1995).Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective.The Leadership Quarterly,6(2),219-247.
  18. Higgins, E. T.(1997).Beyond pleasure and pain.American Psychologist,52,1280-1300.
  19. Ilgen, D. R.,Fisher, C. D.,Taylor, M. S.(1979).Consequences of individual feedback on behavior in organizations.Journal of Applied Psychology,64(4),349-371.
  20. Johns, G.(2006).The essential impact of context on organizational behavior.Academy of Management Review,31,386-408.
  21. Johnson, J. W.(1996).Linking employee perceptions of service climate to customer satisfaction.Personnel Psychology,49(4),831-851.
  22. Karatepe, O. M.,Tizabi, L. Z.(2010).Work-related depression in the hotel industry: a study in the United Arab Emirates.International Journal of Contemporary Hospitality Management,23(5),608-623.
  23. Karatepe, O. M.,Yorganci, I.,Haktanir, M.(2010).An investigation of the role of job resources in mitigating customer-related social stressors and emotional exhaustion.Services Marketing Quarterly,31(1),72-88.
  24. Klein, K. J.(Ed.),Kozlowski, S. W. J.(Ed.)(2000).A multilevel approach to theory and research in oganizations: Contextual, temporal, and emergent processes Multilevel Theory, Research, and Methods in Organizations.San Francisco, CA:Jossey-Bass.
  25. Kluger, A. N.,DeNisi, A.(1996).The effects of feedback interventions on performance: A historical review, a meta-analysis, and a preliminary feedback intervention theory.Journal of Applied Psychology,119(2),254-284.
  26. Kramer, M. W.(1995).A longitudinal study of superior-subordinate communication during job transfers.Human Communication Research,22,39-64.
  27. Lam, W.,Huang, X.,Snape, E.(2007).Feedback-seeking behavior and leader-memberexchange: Do supervisor attributed motives matter?.Academy of Management Journal,50(2),348-363.
  28. Levy,Albright, M. D.,Cawley, B. D.,Williams, J. R.(1995).Situational and individual determinants of feedback seeking: A closer look at the process.Organizational Behavior and Human Decision Processes,62,23-37.
  29. Liao, H.,Chuang, A.(2007).Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships.Journal of Applied Psychology,92,1006-1119.
  30. Liao, H.,Chuang, A.(2004).A multilevel investigation of factors lnfluencing employee service performance and customer outcomes.Academy of Management Journal,47(1),41-58.
  31. Liden, R. C.,Wayne, S. J.,Sparrowe, R. T.(2000).An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes.Journal of Applied Psychology,85,407-416.
  32. Mitchell, T. R.,Holtom, B. C.,Lee, T. W.,Sablynski, C. J.,Erez, M.(2001).Why people stay: Using job embeddedness to predict voluntary turnover.Academy of Management Journal,44,1102-1121.
  33. Morrison, E. W.,Bies, R. J.(1991).Impression management in the feedback seeking process: A literature review and research agenda.Academy of Management Review,16,522-541.
  34. Northcraft, G. B.,Ashford, S. J.(1990).The preservation of self in everyday life: The effects of performance expectations and feedback context on feedback inquiry.Organizational Behavior and Human Decision Processes,47,42-64.
  35. Roloff, M. E.(Ed.),Miller, G. R.(Ed.)(1987).Interpersonal processes.Newbury Park, CA:Sage.
  36. Salancik, G. R.,Pfeffer, J.(1978).A social information processing approach to job attitudes and task design.Administrative Science Quarterly,23(2),224-253.
  37. Scandura, T. A.,Graen, G. B.,Novak, M. A.(1986).When managers decide not to decide autocratically: An investigation of leader-member exchange and decision influence.Journal of Applied Psychology,71(4),579-584.
  38. Schaufeli, W. B.,Bakker, A. B.(2004).Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study.Journal of Organizational Behavior,25,293-315.
  39. Schneider, B.(Ed.)(1990).Organizational climate and culture.San Francisco, CA:Jossey-Bass.
  40. Schneider, B.,Bowen, D. E.(1993).The service organization: Human resources management is crucial.Organizational Dynamics,21(4),39-52.
  41. Schneider, B.,Ehrhart, M. G.,Mayer, D. M.,Saltz, J. L.(2005).Understanding organizational customer linkages in service settings.Academy of Management Journal,48(6),1017-1032.
  42. Schneider, B.,White, S. S.,Paul, M. C.(1998).Linking service climate and customer perceptions of service quality: Test of a causal model.Journal of Applied Psychology,83(2),150-163.
  43. Schulte, M.,Ostroff, C.,Shmulyian, S.,Kinicki, A.(2009).Organizational climate configurations: Relationships to collective attitudes, customer satisfaction, and financial performance.Journal of Applied Psychology,94,618-634.
  44. Scott, S. G.,Bruce, R. A.(1994).Determinants of innovative behavior: A path model of individual innovation in the workplace.Academy of Management Journal,37,580-607.
  45. Sekiguchi, T.,Burton, J. P.,Sablynski, C. J.(2008).The role of job embeddedness on employee performance: The interactive effects with leader-member exchange and organization-based self-esteem.Personnel Psychology,61,761-792.
  46. Staw, B. M.(Ed.),Cummings, L. L.(1987).Research in organizational behavior.Greenwich, CT:JAI Press.
  47. Susskind, A. M.,Kacmar, K. M.,Borchgrevink, C. P.(2003).Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange.Journal of Applied Psychology,88,179-187.
  48. Thomas, J.(1986).Sources of social information: A longitudinal analysis.Human Relations,39,855-870.
  49. VandeWalle, D.,Ganesan, S.,Challagalla, G. N.,Brown, S. P.(2000).An integrated model of feedback-seeking behavior: Disposition, context, and cognition.Journal of Applied Psychology,85(6),996-1003.
  50. Yoon, M. H.,Seo, J. H.,Yoon, T. S.(2004).Effects of contact employee supports on critical employee responses and customer service evaluation.Journal of Services Marketing,18,395-412.
  51. Zheng, X.,Diaz, I.,Jing, Y.,Chiaburu, D. S.(2015).Positive and negative supervisor developmental feedback and task-performance.Leadership & Organization Development Journal,36(2),212-232.
  52. Zhou, J.(2003).When the presence of creative coworkers is related to creativity: role of supervisor close monitoring, developmental feedback, and creative personality.Journal of Applied Psychology,88,413-422.
被引用次数
  1. 羅譽翎,鍾政偉,錢俐伶,歐純妤,李沛儒(2021)。身在「服」中不知「服」－應用劇場理論建構旅遊服務中心人員服務績效之研究。休閒產業管理學刊，14(2)，43-68。
print cancel