科技部專題研究計畫主持人
MOST 108-2410-H-128-018-SSS
服務場域中的積極活力管理:非正式場域學習與優化工作要求雙路徑模式
Proactive vitality management in service settings: The dual pathway model of informal field-based learning and optimizing demands
科技部
Ministry of Science and Technology
世新大學
Shih Hsin University
黃品全
Pin-Chyuan Hwang
世新大學
Shih Hsin University
黃品全
教授
0927140587
pin169@mail.shu.edu.tw
計畫執行期間起:2019-08-01
計畫執行期間迄:2021-07-31
2021-01-01
2021-05-01
旅行社員工
1
004
01
活力管理;非正式場域學習;優化工作要求;揚長/補短組織支持知覺
vitality management;informal field-based learning;optimizing demands;perceived organizational supports for strengths use and deficit correction
本研究論述積極活力管理與積極顧客服務表現之關係,並聚焦於非正式場域學習、優化工作要求在此關係中的中介效果。亦著眼於揚長、補短組織支持知覺在此中介效果中的調節意涵。從台灣旅行社蒐集而來的上司與成員之225份有效配對問卷,研究結果顯示,非正式場域學習與優化工作要求,可以中介積極活力管理與積極顧客服務表現之間的關係。此外,補短組織支持知覺能強化積極活力管理對積極顧客服務表現的間接效果。揚長組織支持知覺會弱化積極活力管理經優化工作要求至積極服務表現的間接關係。本研究將工作積極性之文獻與揚長補短組織支持知覺之文獻相連結,對於學理之整合與應用有所貢獻,對文獻論述之延伸提供新的觀點。
Addressing the association between proactive vitality management (PVM) and proactive customer service performance (PCSP), this study focused on how informal field-based learning (IFBL) and optimizing demands mediated the relationship between PVM and PCSP. It also looked at how perceived organizational supports for strengths use (POS for strengths use) and perceived organizational support for deficit correction (POS for deficit correction) may moderate this mediated relationship. Using a sample of 225 supervisor–subordinate matched data collected from Taiwan’s travel agencies. Results indicated that IFBL and optimizing demands mediated the positive relationship between PVM and PCSP. As hypothesized, POS for deficit correction positively moderated both paths of the mediated relationships. POS for strengths use negatively moderated the indirect relationship between PVM and PCSP via optimizing demands. This study offered new search direction by integrating literatures of proactivity and POS for strengths use and deficit correction, and shed new light on unexplored theoretical predictions.
是,已處理
僅就有無可識別個人身份資料進行檢查及處理,不對變項名稱、變項及選項數值說明與問卷是否一致或有定義進行核對或修改。
追蹤清單
下載(0)
申請(0)
遠距(0)