預應性格與領導部屬交換關係對工作滿意與績效表現的關係研究： 一個泰國汽車維修廠的個案研究

Abstract

領導部屬交換關係對提升部屬工作表現扮演重要角色。在此同時，員工性格也會影響員工工作表現。因此，本研究的目的是為了判斷預應性格與領導部屬交換關係對工作滿意與績效表現的關係。根據文獻與理論背景，建立六個假說以檢視變數間關係。本研究以某泰國汽車服務中心為對象，採用問卷與訪談收集員工的意見等實徵資料進行量化與質性分析，希望能夠了解領導部屬交換關係的影響機制。在問卷調查部分共收集200份問卷，員工來自不同年齡層、教育背景、薪資、經驗，並詢問他們的工作滿意度，員工的績效表現則由主管評定。訪談部分是三位主管的面對面會談，蒐集他們對於員工表現的資料。問卷分析結果指出預應性格與工作滿意度和績效表現的相關不顯著。但領導部屬交換關係與工作滿意度和績效表現的相關為顯著正相關，其中工作滿意度正向影響績效表現，此外，工作滿意度於領導部屬交換與工作表現有中介效果。本研究除了討論學術意義與實務意義，尤其是對於多文化的服務產業管理進行說明。

The exchange relationship between leaders and employees play a critical role for enhancing the employee’s work outcomes. At the same time, the personality of employees in terms of proactively also has significant impact on their work outcomes. Therefore, the aim of this thesis is to determine whether the impact of proactive personality and leader member exchange on job satisfaction and performance. A survey along with interview will be executed on an automobile service center at Thailand as a case for collecting the empirical data about the relationship among the variables and, furthermore to understand the managerial practices in the field about the mechanism of LMX and work outcomes from the viewpoint of leaders. The Methodologies for study, in the survey section, a total of 200 questionnaires were employees of YL Dynamo automobile service centers, which each worker has a different age, education, salary and experience, cause of various attitudes, decision, and satisfaction to their leader which is major factor relate to their relationship.

According to the literature of proactive personality and leader member exchange (LMX), proactive personality can encourage worker effort to develop a better work and personal relationship. Literature review helped to summarize factors job satisfaction and performances.

Based on the literature and theoretical background, six hypotheses are established for examining the relationship among variables collected from the questionnaire. In the interview part, a series of questions about attitude, relationship, expect of leader to worker, including framework and job performances of workers.

The results of survey analysis indicate that proactive personality is not significant and negative impact on job satisfaction and performance. Leader-member exchange (LMX) significantly has a positive impact on job satisfaction and performance, and the job satisfaction has a significantly positive impact on job performance and there is a mediation effect between leader member exchange (LMX) and job performance by job satisfaction. The findings of this study may not only have academic contribution but also have benefit for the managerial practices, especially for the multicultural nature of service industrial management