A Multilevel Investigation of Transformational Leadership, Personality Traits of Employees and Climate on Employee Service Performance

• Main Authors: Lin, Chingwen, 林靖紋
• Other Authors: Lin, Hsinmei
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/50167601015922790835

碩士 === 國立暨南國際大學 === 國際企業學系 === 99 === With the national income enhancement, the quality of life for the people of the requirements, & more emphasis on modern external maintenance, female consumer sentiment began changing & beauty industry in the late 1990s began to rapid & successful development. So it is important the beauty industry creating greater operating performance. Customer service quality & employee behavior have played major roles in business success, customer satisfaction & marketing results. As a result, those firms with heavy emphasis on customer service were more likely to survive & succeed. Apparently, the front line service staffs have to meet customers’ needs & gain their feedback out of their satisfaction while offering services. Therefore, how to properly evaluate the employee service performance of front line service staff as well as transformational leadership, personality traits & climate for outperforming their jobs is very important in the customer-oriented business. This study focuses on the relationships among locus of control transformational leadership, personality traits & climate, & employee service performance. The judgment sampling was used in the study. Questionnaires were distributed out to the hairdressing salon chains of Pro-Feel in the Taiwan area. A total of 700 questionnaires were h&ed out & 254 effective ones were received batch, & analysis was based on those samples. To test the assumptions & the structure of the theories, hierarchical linear modeling analysis was used to study the structural properties & the analysis employee service performance among transformational leadership, personality traits & climate of the differences was used to see if there are obvious sensitivities to various factors. According to statistical analysis, several conclusions are summarized: 1. The feeling of designer for transformational leadership experience affects the impulsive employee service performance. 2. Personality traits of employees have an effect on employee service performance. 3. The more positive climate is, the higher employee service performance will be. 4. Different types of transformational leadership affect the behavior of employee service performance. 5. Through the Organizational Performance will affect employee service performance. 6. The moderating role of climate condition study on the differences between transformational leadership & employee service performance.