|標題:||The Study of the Relationship among Service Climate, Goal Orientation, Affective Professional Commitment and Service Performance|
Department of Management Science
|關鍵字:||服務氣候;目標導向;專業承諾;服務績效;服務管理;Service climate;Goal orientation;Affective professional commitment;Service performance;Driving schools|
We set out in this study to examine the relationships between service climate, goal orientation, affective professional commitment and service performance, exploring the influence on service performance stemming from service climate and goal orientation through affective professional commitment. Driving schools (122) in three regional markets of Taiwan (Taipei, Kaohsiung and Hsinchu) are taken as examples to clearly illustrate these relationships. The present study contributes to the current knowledge on service performance, with its main strengths being the examination of data from multiple sources, the multi-level approach to the testing of the constructs, and the use of HLM to test the multi-level model of the antecedents of employee service performance. Our results reveal that: (i) service climate has a positive influence on affective professional commitment; (ii) a learning-goal orientation has a positive influence on affective professional commitment; (iii) a performance-goal orientation has a positive influence on affective professional commitment; (iv) affective professional commitment has a positive influence on service performance, (v) affective professional commitment partially mediates the relationship between service climate and service performance, (vi) learning goal orientation has a positive influence on service performance, and (vii) performance goal orientation is positively related to service performance.We conclude by providing suggestions for improvements in service management within the driving school industry in Taiwan.
Chiao Da Mangement Review
|Appears in Collections:||Chiao Da Mangement Review|
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