A Study on the Relationships among Leader Behavior, Subordinate's Emotional Work and Service Quality : The Military Comptrollers as Empirical Samples
| Autor: | Shu-Kuo Chao, 趙樹國 |
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| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 A comptroller can be a decision-maker and a staff as well at the same time. For playing the dual roles duly, firstly, comptroller has to be well acquainted with accounting process, and submit workable and feasible solutions to prove the ultimate effectiveness; secondly, comptroller should also be a finance supervisor to monitor all accounting process for keeping off cheating. In fundamental education of military, “Obedience” is the essential concept and request. Under this concept and request, it makes a military comptroller’s work full of challenges and tests. Being a military comptroller for years, I perceive that the leader behavior of comptrollers’ supervisor has great impact on the explicit emotional expression to subordinates who work in service unit, more even, greater impact on their quality service of the whole team. Therefore, the main purpose of this study is to explore the relationship among leader behavior, subordinates’ labor work, and service quality. The followings are the findings of this study: 1. It shows significant correlation between the initiating structure, consideration structure of leader behavior and the expression of subordinates’ emotional work. 2. It shows significant correlation between the primary emotional expression, the emotional disguise of subordinates’ emotional work and their quality service. 3. It shows significant correlation between the consideration structure of leader behavior and subordinates’ service quality. According to the above findings, the suggestion submitted as below: 1. Supervisor should adopt different leader behaviors to lead subordinates: with initiating structure of leader behavior to enhance the performance of the existing members; and with consideration structure of leader behavior to help the new comer to fit in the environment quickly. As regards the service unit, with consideration structure of leader behavior to communicate with them, so that to increase fellows’ satisfaction of the service quality provides by comptrollers. 2. Comptrollers should convert their own personal emotions appropriately, build up good emotional expression and disguise to provide better service quality to fellows. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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