| Summary: | 碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 96 === Under the circumstances of fierce competition, service quality is regarded as having great important. If good service quality can be provided, then competitive power can be increased effectively. The managers also play a very important role in employees’ service quality. However, there existed different views in the past research on how to upgrade the service quality. Some researchers regard innovative behavior can enhance performance effectively, while there are other researchers who maintain that job standardization can improve employee’ service quality. There seems some contradiction between the two. This study aims to explore among different levels of hotels the innovative behavior and job standardization, which can either play the role of enriching or depleting effect in the relationship of management leadership styles having influence on service quality. Based on the intrinsic motivation theory, this study infers that because of the special traits of transformational leadership’s encouragement, inspirational stimalation and individual concerns, it is easier for the employees to create innovative behavior to provide standardized service as well as to effectively upgrade service quality. Accoding to institutional system theory, the organization can institute standardized operational procedures for the employees to follow, to reduce the risk caused by mistakes, can to in crease the speed of customer service. Furthermore, because one of the characteristics of transactional leaders is that the subordinates can get reward as long as they finish their missions according to instructions, this study regards the transactional leaders as having the ability to help the employees achieve service quality through job standization. In view of this, this study will investigated the path about how the leadership style influence the employee’s service quality, and it proposed two research purposes: 1. To explore in international tourist hotels whether transformational leadership can have a positive influence to enrich service quality through innovative behavior； 2. To explore in the average levels of hotels whether transactional leadership can have a positive influence to enrich service quality through job standardization. The study takes the international tourist hotels and the average levels (including the average tourist hotels and average hotels) published by the Taiwan Tourism Bureau totaling 2653 hotels as sampling subjects among which 52 hotels are sampled. Respondents were the employees working in the food and beverage department of hotel. We matched every supervisor with 3~5 waiters or waitresses as a set of data. And there were 686 valid pair responses. By means of confirmatory factor analysis, correlation analysis and multi-group SEM, the hypotheses of this study will be tested. After hypotheses testing, we figured out: 1. The innovative behavior is the mediate role on the relationship between transformational leadership and service quality in the international tourist hotels. 2. Job standardization was the mediate role on the relationship between transactional leadership and service quality in the general hotels. Finally, this study proposes four implications: 1. Present academic contribution to leadership theory； 2. Hotels can recruit different managers according to their different needs； 3. International tourist hotels should emphasis on the employees’ innovative behaviors to advance service quality； 4. The general level hotels should emphasize job standardization to improve service quality. Keywords：transformational leadership, transactional leadership, innovation behavior, job standardization, service quality
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