近年，由於公車運輸產業競爭劇烈，消費者意識抬頭，使得企業在追求管理策略時，除講究營運績效外，更要重視產品品質、彈性及服務等各種品質項目，台北市公車現有十四家業者經營，業者如欲謀生存，必需設法追求更有效的服務方式及更高的服務品質，才能贏得顧客的青睞，同時也要以具有服務導向行為之員工為要務。為了使公車運輸服務在這個產業當中更具有差異化、創新能力，公司內部必需扮演更強而有力的後勤支援角色，來提供優良的服務品質予員工，同時藉由員工對工作的滿意度及員工對顧客的服務行為，能夠讓公司更具競爭力及提升公司獲利能力，本論文研究以Heskett 服務利潤鏈架構為基礎，並結合內部服務品質八項因子，探討不同公車駕駛員之人口屬性特徵對公車運輸公司內部服務品質的認知與其服務行為的表現是否有差異；再以典型相關分析(Canonical Correlations Analysis)探討內部服務品質與服務行為間之關係為何。 研究結果顯示，內部服務品質認知程度越高，則服務行為表現越好。經統計分析後，綜合以上實證結果，歸納研究結論如下： 1. 人口統計變項中以性別、工作年資及薪資收入之不同與公車駕駛員服務行為有顯著性差異。 2. 內部服務品質與服務行為間具有高度正向相關，由典型相關分析結果得知，角色內服務行為與「管理支持與團隊合作」、「有效訓練」、「溝通與獎賞肯定」及「工具設備」等構面存在有高度的正向關係，而「政策與程序」構面則低度正向關係。故欲提升駕駛員服務行為需從「管理支持與團隊合作」、「有效訓練」、「溝通與獎賞肯定」及「工具設備」等方面著手規劃。 3.內部服務品質之優劣對服務行為表現具有高度正向之預測能力。 關鍵詞: 內部服務品質、服務行為、駕駛員 / As a result of the turbulent rivalry in the bus transportation industry and the raising consumer consciousness, an organization will not only strive for the profits, also further focus on their product quality, elasticity, service and any products that focus on their quality. With 14 rivals in bus transportation in Taipei, any one has to attempt to seek for more effective service ways and higher service quality to meet customers if they want to subsist. In addition, they also regard having the staffs with the service-oriented behavior as the important thing. To have more distinction and creation ability for the bus transportation service in the bus transportation industry, an organization in the internal party has to play a stronger logistic support role to offer their employees good service quality. Meanwhile, by way of employees’ satisfactions to their jobs and their service behavior to the customers, it enables the institution to have more competitive ability. Besides, it is able to gain more profits. This dissertation is going to explore the comprehension of the internal service quality in the bus transportation for different bus driver with different personality, and whether the performance of their service behavior is different in terms of Services Value Chain by Heskett combining with 8 factors of the internal service quality. After that, it is addressed what the relationship between the internal service quality and the service behavior which will be based on Canonical Correlations Analysis. It is showed the more perception of the internal service quality, the better performance of the service behavior. With the above-mentioned results, it makes the conclusion as below. 1. It is obviously diversity for bus drivers’ service behavior among the difference of the demographic variation in terms of the gender, the working duration, and the salary. 2. The internal service quality to the service behavior is with high positive relationship. According to the Canonical Correlations Analysis, the service behavior inside the party to some factors in terms of management supports and team works, effective trainings, communication and awards approval, and tooling facilities are having high positive relationship. Nevertheless, the factor of the policy and procedure to the service behavior are with low positive relationship. Therefore, they have to start from the management supports and team works, effective trainings, communication and awards approval, and tooling facilities if they would like to enhance drivers’ service behavior. 3. The goodness and the badness of the internal service quality to the performance of the service behavior are with high positive predicted ability. Keywords: the internal service quality, the service behavior, driver

儘管多數研究已證實顧客與員工特徵變數、以及交易情境因素會影響員工服務行為之展現，然而目前探討這些因素之間是否存在特殊的交互作用之相關研究仍相對缺乏。本研究除探討顧客外顯特徵 (如：顧客年齡、顧客穿著打扮)對於員工服務行為之影響關係外，同時，亦探討顧客要求與員工對顧客承諾，是否會干擾顧客外顯特徵與員工服務行為之間的關係。 本研究以中華郵政股份有限公司之第一線窗口服務人員與其互動之顧客為研究對象；首先，本研究先歸納中華郵政股份有限公司內部組織文件，並深度訪談2位具備服務經驗的第一線窗口服務員工與1位顧客，發展本研究之員工服務行為量表，並且實地蒐集中華郵政公司不同分局之100位顧客所填答之資料，以確認量表之信度與效度。再者，本研究延伸過去員工服務行為的研究，驗證顧客外顯特徵 (顧客年齡、顧客穿著打扮)對員工服務行為的影響，並在真實的服務情境中，檢視顧客要求與員工對顧客承諾的干擾角色。由74位第一線窗口服務員工與201位顧客中所蒐集之201筆交易層次資料，部分地證實本研究的假設。結果顯示在交易互動過程中，當顧客年齡愈高，員工會展現愈多良好的服務行為，且當顧客提出的要求愈多時，會削弱顧客年齡與員工服務行為之正向關係。

服務業已成為國家經濟發展的重要基礎，如何提供良好的服務來滿足顧客，也成為相當重要的議題。而在組織中，員工面對顧客所展現的態度及行為皆代表著組織，員工服務的行為與經驗在與顧客互動的過程中，影響顧客對服務品質的認知，再者，房屋仲介業在服務業中具有相當重要的地位，房仲業者分店數全台已達五千多家，僅次於便利商店，因此本研究將以房仲業者為例，進行員工服務行為之內涵之探索，並探討房屋仲介業務人員，在銷售價格高低不同之房屋時，或面對不同類型的顧客需求時，所展現的服務行為內涵是否具有相同、相異之處。 　　本研究以台北市之房屋仲介業業務人員為研究對象，深度訪談49位具有8個月以上服務經驗之房仲業務人員與店主管，並將訪談內容逐字稿轉為可研究的項目 (item)，依內容相似性作分類，共產生10種不同的服務行為類別。研究結果顯示，不論房仲業務人員在銷售價格較高或較低的房屋時，或是其面對自住型或投資型需求之顧客時，大多會展現出公司所規定之服務行為；然而，當其在銷售價格較高的房屋時，與當其面對投資型需求（而非自住型需求）之顧客時，尚會展現出公司未明文規定之服務行為。 / Service industry has become an important foundation for national economic development. So how to provide better service to make customer satisfied has become an important issue. In service organization, employee’s behaviors and attitude toward customers are on behalf of organization. And employee’s service behavior in the process of interacting with customer will influence how customer perceives service quality. What’s more, the real estate brokerage industry plays an important role in service industry. The number of stores of real estate brokerage industry in Taiwan is more than 5,000 stores, only less than the number of convenience stores. Therefore, this study used the salespersons in real estate brokerage industry as sample to explore the first-line employee service behaviors. And this study discussed the similarities and differences in service behaviors when salesperson sold the houses with higher or lower price, and faced customers with different needs. 　　This study used a sample of the salespersons of real estate brokerage industry in Taipei. After interviewing 49 salespersons, whose working experience is more than 8 months, the study turned the transcripts into analyzable items. By the similarity of the items, this study classified the items into 10 categories. The result is that no matter the salespersons sold the house with higher or lower price, or faced customer need of consumption or investment, they mostly provided the organization expected customer service behaviors. But when they sold the house with higher price, or faced the customer need of investment, they even provided the more customer service behaviors which are not required.