本研究旨在深入了解客戶服務產業中，主管的領導型態、企業組織文化與組織成員之公民行為，本研究藉從事客服產業之經歷，進行相關研究，經研究實證發現領導型態除可直接影響組織文化外，還能直接影響組織公民行為，而組織文化亦會影響組織公民行為，在本研究之研究產業與研究架構中，組織文化為一不完全中介變數，簡單來說，領導型態可藉由組織文化來影響組織公民行為，還可直接影響組織公民行為。當主管領導型態與企業的組織文化愈高，則組織成員間的組織公民行為也就愈好。再深入探討組織文化中介效果，則是領導型態並不一定須透過組織文化來正向影響組織公民行為。一個領導者對於組織或是成員的影響力有多深遠，經由本研究之實證分析即可見，良好的領導者不僅塑造出良好的組織文化與氛圍，還可正向帶動影響組織成員之公民行為，但若是不理想的領導者，則其效果卻會反之。
The purpose of this research is to gain a deeper understanding of the leadership style, corporate organizational culture, and citizenship behavior of members in the customer service industry. Based on the experience in the customer service industry, this study conducts relevant research. It is found that leadership style can be directly In addition to affecting organizational culture, it can also directly affect organizational citizenship be-havior. Organizational culture also affects organizational citizenship be-havior. In the re-search industry and research framework of this study, organizational culture is an incom-plete intermediary variable. In simple terms, leadership styles Or-ganizational culture can be used to influence organizational citizenship behavior, and it can also directly affect or-ganizational citizenship behavior. The higher the executive leadership style and the or-ganizational culture of an enterprise, the better the organiza-tional citizenship behavior among organizational members. Further discussion of the intermediary effect of organiza-tional culture is that leadership does not necessarily have to positively influence organiza-tional citizenship behavior through organizational culture. How far a leader's influence on an organization or a member can be seen through the empirical analysis of this research. Good leaders not only shape a good organizational culture and atmosphere, but also posi-tively influence the citizenship behavior of organizational members. But if it is not the ideal leader, the effect will be reversed.
