| Summary: | 碩士 === 元智大學 === 管理碩士在職專班 === 102 === This research primarily investigates into the leadership styles of “The Government Service Quality Award” winning agencies, and the influence of organizational learning on organizational innovation ability and organization performance. Furthermore, an investigation is also carried out on the winning agencies’ “Additional Innovative Services”, a category included in the entry application form, analyzing the types and the trends of innovative services to widely benchmark the learning goals.
Research questionnaires targeted at 143 winning agencies from the first 5 years as evidential research subjects. Questionnaires were posted out and replied by 80 agencies with a total of 344 copies, of which 290 were valid. According to the analysis and verification provided by SPSS statistics software. The result of the research shows:
1. Leadership style and organizational learning have a positive influence on organizational innovation ability.
2. Leadership style and organizational learning have a positive influence on organization performance.
3. Organizational learning is comparatively more influential on organizational innovation ability and organization performance than leadership style.
4. Organizational innovation ability has a positive and the most impactful influence on organization performance.
5. Organizational innovation ability is the factor of how leadership style can influence organization performance and organizational learning.
This research classified public departments’ innovative services into 8 categories: “New Mode of Service”, “New Customer Interface”, “New Service Delivering System”, “Technical Options (Information Technology)”, “Cross-Agency Integration Service”, “Public-Private Sector Corporation”, “Regulation Easing and Adjustment” and “Marketing Strategy”. According to the investigation of “Government Service Quality Award” entry forms from the winning facilities between the first 5 years, the result of the types and the trends of innovative services show that:
1. Awarded agencies are distributed mainly over the northern area; central and the southern areas come in second; the eastern area and surrounding islands are in the minority.
2. The types of innovative services that have the highest ratios from the winning agencies are “New Mode of Service” and “Cross-Agency Integration Service”; “Technical Options (Information Technology)”, “Public-Private Sector Corporation” and “New Service Delivering System” come in second; “Marketing Strategy”, “New Customer Interface” and “Regulation Easing and Adjustment” are the least adopted types of innovative services by public departments.
3. First-Line Service Agencies focus on “New Mode of Service” as their main type of innovative service, whereas Service Planning Agencies focus on “Cross-Agency Integration Service” primarily. According to the result of this research, there is indeed a difference between the types of innovative services between the 2 categories. First-Line Service Agencies are more service-oriented, and Service Planning Agencies are more innovative planning-oriented.
The implications of management practices that this research suggests are stated in the following: 1. Leaders that are able to use the right person at the right place is the most influential factor of organization performance; 2. The promotion of organizational learning by public departments supports the establishment of systematic learning mechanism; 3. The promotion of organizational innovation by public departments supports the establishment of innovative mechanism and incentives; 4. Organizational innovation ability is the most influential factor of organization performance.
Regarding the practical strategic suggestions of Government Service Quality Award are stated in the following: 1. Establish a mechanism of guidance to improve the difference in service quality between agencies; 2. Encourage agencies from different categories to participate in the award to further emphasize on the benefits and raise the benchmark; 3. Innovation is not equal to quality. Agencies should provide the public heart-felt services; 4. Improve on selling the service examples of winning agencies.
Keywords: Government Service Quality Award, leadership style, organizational learning, organizational innovation ability
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