過去文獻指出工作標準化與服務品質呈現正向關係，而且員工的服務行為與服務品質之間也具有正向關係。然而，工作標準化是公司達成服務一致性的政策，員工的服務行為會遵從公司的標準作業流程。由此可知，工作標準化會影響服務品質，應該是要透過員工的服務行為。所以，服務行為是否在工作標準化與服務品質間扮演中介角色，為本研究之研究目的。
本研究依據文獻建構出工作標準化、服務行為與服務品質之關係，並提出研究假設。本研究是運用問卷調查及相關統計方法的實證研究。研究樣本為觀光產業中的48家公司，包含旅行業、旅館業以及觀光遊樂業。並針對觀光產業中的第一線服務員工以及接受服務的顧客進行問卷調查。在分析的過程中，為純化工作標準化、服務行為與服務品質三者之間的關係，採用員工的服務能力作為控制變數。
研究結果發現：整體而言，工作標準化與服務品質呈現正向關係。工作標準化與員工的服務行為亦呈現正向關係。員工的服務行為與服務品質亦呈現正向關係。此外，員工的角色內與角色外服務行為在工作標準化與服務品質間確實扮演中介角色。
The literature showed that job standardization is positively related to service quality, and employee service behavior is also positively related to service quality. However, job standardization provide uniformity in service quality, employees could follow the standard operation procedure of the firm to accomplish the tasks. Thus, the perceived service quality of customers might be affected by job standardization through employees' service behavior. Therefore, the purpose of the study is to examine the mediating effects of employee service behavior on the relationship between job standardization and service quality.
The study framework and hypotheses were established through literature review, and the empirical study is conducted by employing questionnaire investigation and re-lated statistics techniques. The sample with 48 companies in tourism industry was collected, including travel agencies, hotels, and tourist amusement enterprises. Two kinds of data from customer-contact employees’ viewpoint and customers’ viewpoint were collected separately. Moreover, this study adopted service capability of employees as control variable in order to purify the relationships among the three constructs.
The results indicated that job standardization of customer-contact employee is positively related to both customer perceptions of service quality, and service behavior of employee. Employee service behavior is positively related to perceived service quality. And both role-prescribed and extra-role service behavior mediate the relationship between job standardization and service quality.
