| Summary: | 碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 102 === Market competition is intense in service industry. The success of the service industry relies on its customer service quality. Transformational leadership can propose changes to customer service, however, past research can’t certainly show the relationship between transformational leadership and service quality. In this study, based on fit theory and social cognitive theory perspective, we explore the mediated effect on stress between transformational leadership and service quality, and moderated mediation by extrinsic motivation and intrinsic motivation.
The data were collected from 36 tourist hotels in Taiwan. A total of 400 subject participated and 226 valid samples were obtained. To test the research hypotheses, moderated path analysis was adopted. The result showed that：First, transformational leadership have a positive effect on service quality through eustress. Second transformational leadership does not have a negative effect on service quality through distress. Third, extrinsic motivation can enhance the positive effect of transformational leadership through eustress on service quality more than intrinsic motivation. Fourth, extrinsic motivation can buffer the negative effect of transformational leadership through distress on service quality more than intrinsic motivation. Based on the results, three practical implications were illustrated as following. First, the organization can take advantage of transformational leadership to improve service quality. Second, the organization should enhance eustress and decrease distress. Third, organizations should to strengthen the extrinsic motivation to enhance work motivation.
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