中介、調節角色：高低主管的轉換型領導、員工人格特質與服務氛圍對組織績效之複雜關係──以綜合旅行業為例

The Mediating and Moderating Roles：Transformational Leadership, Employee Personality Traits and Service Climate to Organizational Performance: A Case Study of the Consolidated Travel Agencies

背景：疫情之下世界各國的旅行業受到極大的衝擊，臺灣也無法倖免。因此，目前的相關文獻，對於綜合旅行業職員的人格特質以及影響其績效的服務氛圍與主管的轉換型領導，尚未說明與研究。目的：本研究旨在驗證影響旅行業的組織績效，以旅行業職員的人格特質、服務氛圍與主管的轉換型領導，變數間的影響關係與程度。材料與方法：研究的內容驗證過程包括制定問卷和回收分析步驟。研究設計為三個階段，並廣泛查閱文獻。設計問卷後，針對綜合旅行業機構的218 位職員進行調查，以5 分 Likert 評分對兩個參數進行評分，即相關統計分析與解釋。結果：旅行業職員的人格特質、服務氛圍、主管的轉換型領導對組織績效產生關聯性。結論：旅行業職員的服務氛圍對於組織績效扮演中介角色、高度/低度主管的轉換型領導對服務氛圍與組織績效兩者間產生干擾效果。

Background: Under the epidemic, the travel industry of various countries in the world has been greatly impacted, and Taiwan is not immune. Therefore, the current literature has not explained and studied the personality traits of travel workers, the service climate that affects their performance, and the transformational leadership of supervisors. Objective: The purpose of this study is to verify the organizational performance that affects the travel industry, and the relationship and degree of influence among the variables of personality traits, service climate and supervisors' transformational leadership in the travel industry. Materials and Methods: The content validation process of the study included the development of a questionnaire and a recovery analysis step. The study was designed in three phases, and the literature was extensively reviewed. After designing the questionnaire, a survey was conducted on 218 travel industry employees of consolidated travel agencies, and two parameters were scored with a 5-point Likert score, namely related statistical analysis and interpretation. RESULTS: Personality traits, service atmosphere, and executive transformational leadership of travel workers were associated with organizational performance. Conclusion: The service climate of travel workers plays an intermediary role in organizational performance, and the transformational leadership of high/low supervisors has an interfering effect on the relationship between service climate and organizational performance.