A Study of Relationships Among Transactional Leadership, Emotion Labor and Service-Oriented Organizational Citizenship Behavior-A Case of Salespersons in The Department Store

• Main Authors: CHANG,YU-CHEN, 張育甄
• Other Authors: YANG, BIN-TSANN
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/ma6a4m

碩士 === 中國文化大學 === 國際企業管理學系碩士在職專班 === 106 === Upon the changing of economic environment and the industry structure, the per-centage of service industry within the global economic structure for people keeps growing up, especially in the competitive department store industry which tent to be more customer oriented than product oriented, hence the service contact is the main topic in department store industry. The quality of service is also one of the key to suc-cess. Therefore, it is very essential to operate business management in service industry, and important for a company to know how to encourage staffs presenting ser-vice-oriented organizational citizenship behavior, prompting the service quality and customer satisfactions, and creating the performance for company operation. The pur-pose of this study is to 1. examine the relationship between transactional leadership and service-oriented organizational citizenship behavior. 2. Emotional labor as the Interme-diary variables to verify the relationship between transactional leadership and ser-vice-oriented organizational citizenship behavior. The research objects are those sales-persons who work in department stores in Taipei city and New Taipei city. This research used convenience sampling method to collect data, and results came to 268 effective samples. Through the descriptive statistical analysis, reliability analysis, correlation analysis and hierarchical regression analysis verification and analysis. The results of this research indicated that 1. Positive relationship between transactional leadership and ser-vice-oriented organizational citizenship behavior. 2. Emotional labor is as an intermedi-ary variable between transactional leadership and service-oriented organizational citi-zenship behavior. Finally, the suggestion from this study is based on the actual analysis results and focusing on the practice of business administration as well as the related research in the future.