A Study of the Relationship between Authentic Leadership and Proactive Customer Service Performance: Investigating the Mediating Role of Organization-Based Self-Esteem and the Moderating Role of Authentic Followership
碩士 === 國防大學 === 運籌管理學系 === 102 === The aim of this research is to explore the relationship between authentic leadership and proactive customer service performance (PCSP) and is to examine the mediating role of subordinate’s organization-based self-esteem (OBSE) and the moderating role of authentic f...
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
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2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/bhrbmk |
| Summary: | 碩士 === 國防大學 === 運籌管理學系 === 102 === The aim of this research is to explore the relationship between authentic leadership and proactive customer service performance (PCSP) and is to examine the mediating role of subordinate’s organization-based self-esteem (OBSE) and the moderating role of authentic followership. The author collected survey data at two points in time separated by approximately one month and obtained 158 participants of the first-line employees from service industry in Taipei. Result indicated authentic leadership was related to OBSE and PCSP. Further, OBSE could mediate the relationship between authentic leadership and PCSP. Finally, I provide some suggestion and discussion for academic and practical implications and future directions.
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