隨著經濟環境與產業結構的改變，服務業產值占各國國民經濟結構的比重不斷攀升，在高度競爭的百貨服務業中，消費模式已從過去的產品導向轉換成顧客導向。百貨業是高度服務接觸的產業，服務品質亦是企業致勝關鍵之一。因此，企業如何激發第一線銷售人員展現出服務導向組織公民行為，以提升服務品質及顧客滿意度，創造企業營運績效，對服務業經營而言，具有相當大的重要性。本研究主要目的為：1.檢視交易型領導與服務導向組織公民行為間之關係。2.以情緒勞務為中介變項，檢視交易型領導與服務導向組織公民行為間之關係。研究對象以大台北地區百貨業專櫃銷售人員為研究樣本，採用便利抽樣方式進行問卷調查，有效回收問卷268份，透過敘述性統計分析、信度分析、相關分析及階層迴歸分析等檢定與分析。研究結果發現：1.交易型領導與服務導向組織公民行為呈現顯著正向關係。2.情緒勞務對交易型領導與服務導向組織公民行為間具有中介效果。本研究依據實證分析結果，針對管理實務及後續研究方面，提出相關建議之說明。
Upon the changing of economic environment and the industry structure, the per-centage of service industry within the global economic structure for people keeps growing up, especially in the competitive department store industry which tent to be more customer oriented than product oriented, hence the service contact is the main topic in department store industry. The quality of service is also one of the key to suc-cess. Therefore, it is very essential to operate business management in service industry, and important for a company to know how to encourage staffs presenting ser-vice-oriented organizational citizenship behavior, prompting the service quality and customer satisfactions, and creating the performance for company operation. The pur-pose of this study is to 1. examine the relationship between transactional leadership and service-oriented organizational citizenship behavior. 2. Emotional labor as the Interme-diary variables to verify the relationship between transactional leadership and ser-vice-oriented organizational citizenship behavior. The research objects are those sales-persons who work in department stores in Taipei city and New Taipei city. This research used convenience sampling method to collect data, and results came to 268 effective samples. Through the descriptive statistical analysis, reliability analysis, correlation analysis and hierarchical regression analysis verification and analysis. The results of this research indicated that 1. Positive relationship between transactional leadership and ser-vice-oriented organizational citizenship behavior. 2. Emotional labor is as an intermedi-ary variable between transactional leadership and service-oriented organizational citi-zenship behavior. Finally, the suggestion from this study is based on the actual analysis results and focusing on the practice of business administration as well as the related research in the future.
