Yang Yi-Feng
Graduate School of Business and Administration, Shu-Te University, No. 59 Hun Shang Rd., Yen Chao District, Kaohsiung City 82445, Taiwan.
Psychol Rep. 2012 Oct;111(2):545-64. doi: 10.2466/01.21.PR0.111.5.545-564.
The present paper evaluates the effect of transformational leadership on job satisfaction and change commitment along with their interconnected effects (mediation) on cooperative conflict resolution (management) in customer service activities in Taiwan. The multi-source samples consist of data from personnel serving at customer centers (workgroups), such as phone service personnel, customer representatives, financial specialists, and front-line salespeople. An empirical study was carried out using a multiple mediation procedure incorporating boot-strapping techniques and PRODCLIN2 with structural equation modeling (SEM) analysis. The results indicate that the main effect of the leadership style on cooperative conflict resolution is mediated by change commitment and job satisfaction.
本文评估了变革型领导对工作满意度和变革承诺的影响，以及它们在台湾客户服务活动中对合作冲突解决（管理）的相互关联效应（中介作用）。多源样本包括来自客户中心（工作团队）服务人员的数据，如电话服务人员、客户代表、金融专家和一线销售人员。使用包含自抽样技术和PRODCLIN2的多重中介程序以及结构方程模型（SEM）分析进行了实证研究。结果表明，领导风格对合作冲突解决的主要影响是通过变革承诺和工作满意度来介导的。
