The study of leaders' skills, organizational culture, perception of customer need, coping strategies of financial crisis, customer satisfaction, organizational competitiveness, and organizational performance / 領導技能、組織文化、顧客需求知覺、因應金融海嘯策略、顧客滿意、組織競爭力、與績效之相關研究

碩士 / 國立政治大學 / 心理學系 / 106 / This study starts with Sternberg's WICS leadership model, investigating the effect of leaders' wisdom, practical intelligence, analytic intelligence, creativity, and synthesized on organizational culture, and perception of customer need, coping strategies of financial crisis, customer satisfaction, and ultimately, on organizational competitiveness, organizational performance. In addition, this study tries to construct a macro model, which assists organizations in diagnosing and developing.
This study compiles related scales and use survey method to collect data. Moreover, it chooses employees in enterprises as research population and uses convenience sampling. The total number of effective sample is 327. All questionnaires were factor analysis examined, and confirmed to have highly reliability (.90~.98) and validity (.41~.74). The conclusion drawn from result of hierarchical regression analysis and structural equation modeling analysis indicates:1. leaders' skills have positive and significant effect on organizational culture and organizational performance; 2. organizational culture have positive and significant effect on perception of customer need; 3. perception of customer need have positive and significant effect on coping strategies of financial crisis; 4. coping strategies of financial crisis have positive and significant effect on customer satisfaction and organizational competitiveness; 5. customer satisfaction have positive and significant effect on organizational competitiveness; 6. organizational competitiveness have positive and significant effect on organizational performance; 7. above variables in benchmarking enterprises are significant better than normal and deficit enterprises. Furthermore, this study also applied interview with 6 professionals as a method to gather opinions on variables and confirm the model.
Finally, the contribution of this study includes "integration and innovation of theories" and " practical applications". This study proposes the model of leadership, perception of customer need, coping strategies of financial crisis and customer satisfaction from macro view point. It not only initiates follow-up academic studies, but also provides an innovative model for enterprises to change and develop.

Identiferoai:union.ndltd.org:TW/106NCCU5071008
Date January 2018
CreatorsHong, Wan Ting, 洪宛廷
Contributors張裕隆
Source SetsNational Digital Library of Theses and Dissertations in Taiwan
Languagezh-TW
Detected LanguageEnglish
Type學位論文 ; thesis
Format152

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