Service Climate in the Ocean Freight Forwarding Industry: Antecedents and the Effects on Service-Oriented Organizational Citizenship Behaviors

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Project title

Code/計畫編號

MOST107-2410-H019-016

Translated Name/計畫中文名

服務氣候在海運承攬運送業之研究：前置因素及其對與服務導向組織公民行為的影響

Project Coordinator/計畫主持人

Kuo-Chung Shang

Funding Organization/主管機關

National Science and Technology Council

Department/Unit

Department of Transportation Science

Website

https://www.grb.gov.tw/search/planDetail?id=12678226

Year

2018

Start date/計畫起

01-08-2018

Expected Completion/計畫迄

31-07-2019

Bugetid/研究經費

1004千元

ResearchField/研究領域

經濟學

臺灣為一海島型經濟體，經濟發展高度仰賴國際貿易。臺灣進出口貨物量約有99%以上是採用海運之方式來運送，可知海運在我國國際貿易扮演重要之角色。我國又是以中小企業為主要的經濟力量，但由於中小企業在貨物進出口量上相對較少，大型航商並無過多人力用於滿足出貨量少量多樣之中小企業，此也促使海運承攬運送業順勢而生，透過其提供專業的物流服務來滿足中小企業之國際運輸需求。海運承攬運送業領導者如何領導企業，創造公司本身優質的服務氣候，使公司員工有優良的服務導向的織公民行為，以提供顧客最好的物流服務，就成為我國海運承攬運送業重要的議題。本研究將以海運承攬運送業第一線的業務員，OP人員及其主管為問卷調查的對象，以解釋主管和員工間領導-成員交換變數和員工之間的團隊-成員交換變數如何影響海運承攬運送業的服務導向組織公民行為。此外，也檢視服務氣候對領導-成員交換變數與團隊-成員交換變數和服務導向組織公民行為之間關係的干擾作用。這項研究將有助於了解領導-成員交換、團隊-成員交換、服務氣候和服務導向組織公民行為變數對海運承攬運送業實務和理論的影響。
This research builds on the theories of social exchange, service climate, and service-oriented organizational citizenship behaviors in proposing an integrated model to explain how the quality of social exchange relationships between a leader and members (leader-member exchange; LMX) and among members (team-member exchange; TMX) affect service-oriented citizenship behaviors. Further, the moderating effect of service climate on the relationships between LMX, TMX, and service-oriented citizenship behaviors will be examined. Data for this research will be collected using a questionnaire survey from sales, operation, and their leaders in ocean freight forwarding companies. This research will contribute to the practical implications on service field and theoretical implications for both service research and social exchange theory such as LMX and TMX.

Keyword(s)

海運承攬運送業
領導者-部屬交換
團隊-成員交換
服務氣候
服務導向組織公民行為
Ocean Freight Forwarding Industry
Leader-Member Exchange (LMX)
Team-Member Exchange(TMX)
Service-Oriented Organizational Citizenship Behaviors

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Service Climate in the Ocean Freight Forwarding Industry: Antecedents and the Effects on Service-Oriented Organizational Citizenship Behaviors

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