The impact of supervisors’ leadership on employees’ customer orientation behavior in gas stations: The moderating effect of organizational justice.

• Main Authors: Chia-chih Chang, 張嘉芷
• Other Authors: Pao-long Chang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/41515437286440842416

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 94 === After Gas Station open to privatization in Taiwan, the market has grown highly competitive and leads to increase their employee’s work volume as well as demand more and more each day. To capture the primary key point to overcome the market should transform the customer’s overall image to customer’s service satisfaction toward the supplier. This research is to measure the objective evaluation and give proper advice through the impact between gas station supervisors’ leadership style and employees’ customer -oriented conduct. The analysis theory in this research uses hierarchical regression theory to examine the related factors. It shows the result as follows; (1) Transaction leadership style has positive effect to demand-oriented performance. (2) Transformation leadership style has positive effect to satisfaction-oriented performance. (3) Interaction fair has decreased influence to relative conduct between Transaction leadership style and demand-oriented performance. (4) Distribution fair has increased influence to relative conduct between Transformation leadership style and satisfaction-oriented performance. (5) Procedure fair has decreased influence to relative conduct between Transformation leadership style and satisfaction-oriented performance. (6) Distribution fair has decreased influence to relative conduct between Transaction leadership style and satisfaction-oriented performance. The management system becomes the production capability’s know-how to the gas station. It’s important to design square and fair administration and to enhance the capability of the leader supervisors. Basically, to cultivate a long-term, passionate and loyal man-power can maintain the gas stations to survive during these limitations of environmental changes and organization structure.