标题: | 被动回避型领导、销售导向、顾客导向与顾客满意度跨层次之研究 The Relationship among Passive avoidant leadership, Sales orientation, Customer orientation and Customer satisfaction:A Cross-level Study |
作者: | 叶峻福 张家齐 Yeh, Chun-Fu Chang, Chia-Chi 管理学院管理科学学程 |
关键字: | 被动回避型领导;销售导向;顾客导向;顾客满意度;阶层线性模型;Passive Avoidant Leadership;Sales Orientation;Customer Orientation;Customer Satisfaction;Hierarchical Linear Model |
公开日期: | 2017 |
摘要: | 本论文主要是探讨与主管层次之被动回避型领导、部属层次之销售导向、顾客导向与顾客满意度,研究对象为半导体封装测试产业中与顾客对应窗口之相关人员,涵盖部门有业务部、市场企划部与客服部,其中共计有9位主管与126位部属人员。透过问卷填答方式进行信度与叙述性统计分析,再透过阶层线性模型进行其跨层次之分析。而结果显示主管层次之被动回避型领导与部属层次之顾客导向呈现显着负相关,主管层次之被动回避型领导与部属层次之销售导向无显着相关,部属层次之顾客导向与顾客满意度呈现显着正相关,部属层次之销售导向与顾客满意度呈现无显着相关,且透过分析了解其解释意义为被动回避型领导越弱之主管可以使得以顾客导向越强的部属,更可以获得越强的顾客满意度。 本研究希望以其分析结果能提供后续研究者针对被动回避型领导与顾客满意度间之量化研究提供参考,并导入至其他产业进行研究探讨其被动回避型领导之影响。 This paper is mainly to study the executive level of passive avoidant leadership, subordinate level of sales orientation, customer orientation and customer satisfaction, the main research object of this paper in the semiconductor packaging and testing industry is for the corresponding window of the customer. The study department which is the business department, the planning & marketing department and the customer support department, among which there are 9 supervisors and 126 subordinate personnel. Through the questionnaire to analyze the reliability and narrative statistical analysis, and then through the hierarchical linear model(HLM) of the cross-level analysis. The results show that the passive avoidant leadership at the executive level has a significant negative correlation with the customer orientation at the subordinate level. The passive avoidant leadership at the executive level has no significant correlation with the sales orientation of the subordinate level, and the customer orientation and customer satisfaction are significant correlation, subordinate level of sales orientation and customer satisfaction showed no significant correlation. And through the analysis to understand the passive avoidant leadership of the more vulnerable to the supervisor can make the stronger customer orientation subordinates, but also get the stronger customer satisfaction. This study hopes to provide a follow-up researcher with reference to the quantitative study of passive avoidant leadership and customer satisfaction, and to implement into other industries to study the impact of passive avoidant leadership. |
URI: | http://etd.lib.nctu.edu.tw/cdrfb3/record/nctu/#GT070463134 http://hdl.handle.net/11536/142134 |
显示于类别: | Thesis |