A Study of the Relationship among Personal Characteristics , Organizational Characteristics, and Front-line Employees’ Service Attitude－Examples of Chain Industry

• Main Authors: Wei-Chung Tung, 唐薇娟
• Other Authors: Melien Wu
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/76420740022547436955

碩士 === 中原大學 === 企業管理研究所 === 91 === ABSTRACT To follow the change of the era, the development of the service industry has become the core essence for many countries’ economy. Our country has stridden to the service economical era for years, but service quality seems to be the most problem that customers complained about. In every aspect of the service quality, service attitude seems to be the worst part of it, even thou it is the solution to improve the quality of service. In which, the most important demand for service attitude based upon the improvements of the chain industries which contiguity with people. Since the attitude can easily affect to the way people criticize the service quality of chain industries. In the increasingly competitive service industry, consumers are aware of their right. But, generally speaking, the service attitude of front-line employees is still worse. Do the personal or organizational factors help the front-line employees provide good service attitude and what are the relationships between them? Consequently, the purpose of this research is to explore the relationships between the front-line employees’ personal characteristics, organizational characteristics and the service attitude. In the practical research, the study questionnaire the front-line employees of the chain industries in the northern Taiwan and have conclusions by the statistical analysis listed below: 1.Under the characteristics of front-line employees’ background, the job functions and the average monthly salaries of the official front-line employees significantly differ from the service attitude. Also, the age and seniority of the first-line employees have positive correlation with the service attitude. 2.There is a positive correlation between the service industry front-line employees’ personalities and the service attitude; that is the more service employees’ personalities an employee has, the better service attitude he/she will have. 3.There is a positive correlation between the organizational characteristics and the service attitude; it means that the front-line employees’ will have better service attitude on condition that they feel the company’s service- oriented culture, the leadership of the high-up and the good quality of work life. 4.On the whole, the personal characteristics of front-line employees and the organizational characteristics have significant predictions with service attitude. Keywords: Service Attitude；Personality；Organizational Culture；Quality of Work Life(QWL)；Leadership