Dissertation > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management

The Study on the Relationship of Servant Leadership and Service Quality of Financial Enterprise

Author ZhangYanLei
Tutor LiangYanJun
School Tianjin University of Finance and Economics
Course Business management
Keywords Servant Leadership Organizational Citizenship Behavior Service Quality Leader-Member Exchange The grass-roots Service Employees
CLC F274
Type Master's thesis
Year 2013
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Leadership effectiveness is the key to organizational success or failure. Leader’s quality and ability is not only related to personal performance of the work of improvement, at the same time will affect employee behavior and attitude, even for organizations to improve overall performance. In our country, the third industry, service industry’s role is becoming more and more important. The fierce competition between industries puts forward higher requirements to the service enterprise’s service quality. The study selects the financial industry as the research object, through to study the relationships between the grass-roots employee behavior, the superior leadership and the service quality of organization, aiming at offer some ideas and methods to improve the quality of service for the service enterprise. By means of questionnaire, the study carries on empirical research, at the same time processes the recovery of the questionnaire data through SPSS19.0statistical software analysis, and proceeds reliability and validity analysis, correlation analysis, regression analysis and so on to verify the proposed assumptions, finally draws the following conclusions:(1)The servant leadership has important positive effects on service quality.In every dimension of servant leadership and the relations between the dimensions of service quality research has confirmed that two dimension relationship dimension and characteristics of servant leadership hard quality dimension of service quality have significant positive influence, but the soft quality of the relationship between service quality and relationship dimension more significant impact on the quality of soft, characteristic dimension of quality is soft but not significant.(2) The servant leadership on organizational citizenship behavior has a significant positive relationship.In two dimensions of servant leadership and organizational citizenship behavior in the study of their relationship, found that both have positive effects on organizational citizenship behavior, but the relationship between dimensions of organizational citizenship behavior have a greater impact, explain degree is higher.(3)Organizational citizenship behavior has positive effects on service quality,but their impact on the quality of soft and hard quality relationship, organizational citizenship behavior a greater impact on the quality of soft. (4) Organizational citizenship behavior between the servant leadership and the quality of service has partial intermediary role.(5) Leader-member exchange on the relationship between the servant leadership and organizational citizenship behavior has a mediating effect, when the leadership and employees are in a high quality leadership-membership, a greater role of servant leadership will affect on employee organizational citizenship behavior.According to research conclusions, and ultimately on the improvement of the enterprise service quality put forward some management countermeasures and Suggestions, and analyzes the defects of the research, then puts forward the future research direction.

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