A Study of the Relationship Between Organizational Climate and Service Quality from the Perspective of Displayed Positive Emotions and Job Satisfaction.---Using Clothing Retail Stores as an Example.

• Main Authors: Lin Cheng-Yu, 林政祐
• Other Authors: Liaw Gou-Fong
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/55572260721995867271

碩士 === 輔仁大學 === 織品服裝學系 === 91 === Dawkins (1990) expressed that increasing service quality has been the most important key to success and survival in nowadays-competitive environments. 　Since 1980’s, management started to emphasize developing service tactics. Providing the service quality as customer’s expected. As high-consumerism, their demands are variety. Therefore, many organizations begin to launch different kinds of methods of management to improve service quality. Deshpande, Farley & Webster (1993) said, “Satisfying customer with positive thinking of service quality could keep them with organization and bring in high profits. ”Hence, studying in knowing the element of service quality particulate signification. Meanwhile, more and more companies are service quality-oriented. According to relationship reference, organizational climate has positive relationship with service quality. However, there are no specific research identify how and what kind of element affects service quality through organizational climate. In this research, we will figure out the relationship between organizational climate and service quality, base on the aspects of worker’s displayed positive emotions and job satisfaction. To verify if these two elements have mediating effect between organizational climate and service quality. Interviewing customers and sales in fashion retail with 250 copies questionnaire including 208 copies effective questionnaire returns. After receiving, with LISREL to analyse the comment degree of path and hypothesizes for variety elements. Meanwhile, through Nested-Model Analysis to evaluate the externality of mediating effect. To choice the best model for our research as following: 1. Organizational warmth climate has remarkable positive relationship with service quality. 2. Organizational structure、reward、risk、support、conflict and identity climates have remarkable positive relationship with job satisfaction. 3. Displayed positive emotion has remarkable positive relationship with service quality. 4. Job satisfaction has remarkable positive relationship with service quality. 5. Displayed positive emotion has completely mediating effect between organizational climate and service quality. 6. Job satisfaction has completely mediating effect between organizational climate and service quality.