A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership

A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership

碩士 === 國防大學 === 運籌管理學系 === 102 === The aim of this research is to explore the relationship between authentic leadership and proactive customer service performance (PCSP) and is to examine the mediating role of subordinate’s organization-based self-esteem (OBSE) and the moderating role of authentic f...

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Main Authors: Ying-Chun Liu, 劉盈君
Other Authors: Shin-Guang Liang
Format: Others
Language:zh-TW
Published: 2014
Online Access:http://ndltd.ncl.edu.tw/handle/bhrbmk
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spelling ndltd-TW-102NDU007150162019-05-15T21:13:59Z http://ndltd.ncl.edu.tw/handle/bhrbmk A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership 真誠領導與前瞻性顧客服務績效關聯性之研究：探討組織基礎自尊的中介效果與部屬真誠夥伴關係的調節效果 Ying-Chun Liu 劉盈君 碩士 國防大學 運籌管理學系 102 The aim of this research is to explore the relationship between authentic leadership and proactive customer service performance (PCSP) and is to examine the mediating role of subordinate’s organization-based self-esteem (OBSE) and the moderating role of authentic followership. The author collected survey data at two points in time separated by approximately one month and obtained 158 participants of the first-line employees from service industry in Taipei. Result indicated authentic leadership was related to OBSE and PCSP. Further, OBSE could mediate the relationship between authentic leadership and PCSP. Finally, I provide some suggestion and discussion for academic and practical implications and future directions. Shin-Guang Liang 梁欣光 2014 學位論文 ; thesis 61 zh-TW
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language zh-TW
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description 碩士 === 國防大學 === 運籌管理學系 === 102 === The aim of this research is to explore the relationship between authentic leadership and proactive customer service performance (PCSP) and is to examine the mediating role of subordinate’s organization-based self-esteem (OBSE) and the moderating role of authentic followership. The author collected survey data at two points in time separated by approximately one month and obtained 158 participants of the first-line employees from service industry in Taipei. Result indicated authentic leadership was related to OBSE and PCSP. Further, OBSE could mediate the relationship between authentic leadership and PCSP. Finally, I provide some suggestion and discussion for academic and practical implications and future directions.
author2 Shin-Guang Liang
author_facet Shin-Guang Liang
Ying-Chun Liu
劉盈君
author Ying-Chun Liu
劉盈君
spellingShingle Ying-Chun Liu
劉盈君
A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
author_sort Ying-Chun Liu
title A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
title_short A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
title_full A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
title_fullStr A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
title_full_unstemmed A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
title_sort study of the relationship between authentic leadership and proactive customer service performance: investigating the mediating role of organization-based self-esteem and the moderating role of authentic followership
publishDate 2014
url http://ndltd.ncl.edu.tw/handle/bhrbmk
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