A Study of Manager’s Leadership Behaviors, Employee’s Organizational Citizenship Behavior and Service Quality of International Tourist Hotels – Using Organizational Culture as a Moderator

• Main Authors: Chu-Sheng Huang, 黃鉅勝
• Other Authors: Shun-Wang Hsu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/24464250635052016314

碩士 === 輔仁大學 === 餐旅管理學系碩士班 === 99 === This research aims to explore the relationship between international tourist hotel employees’ recognition of managerial leadership, organizational citizenship behavior, service quality and organizational culture in Taiwan. The questionnaire was developed by in-depth interviews and literatures’ review. The questionnaire survey method was used to collect data through convenience sampling. The samples of this research are employees who have worked in the international tourist hotels in Taiwan over 3 months. The total amount of the questionnaires is 600 which 500 were dispatched to firstline employees and 100 to directors. A total of 403 questionnaires from firstline employee were received, with a response rate of 80.6%; 81 questionnaires from directors, with a response rate of 81%. The results indicated: 1. Employees with different ages, education job title and job positions showed significant contrast on their managerial leadership behavior, including charismatic leader behavior and transformational leader behavior.2. Employees with different ages showed significant contrast on their organizational citizenship behavior. 3. Employees with different job positions showed significant contrast on Organizational Culture, including innovative organization and supportive culture. 4. Employees with different job title showed significant contrast on Organizational Culture, including supportive culture.5. Managerial leadership behaviors have positive impact on organizational citizenship behavior and service quality.6. Organizational citizenship behaviors have positive impact on service quality.7. Organizational citizenship behaviors have mediated effect between managerial leadership behaviors and service quality. 8. Organizational Culture (innovative culture and supportive culture) has moderate effect between managerial leadership behavior (charismatic leader behavior and transactional leader behavior) and organizational citizenship behavior.9. Organizational Culture (innovative culture) has moderate effect bwteen managerial leadership behavior (transformational leader behavior) and organizational citizenship behavior.