The Exploratory Study of Conflict Factor and Conflict Response in the Leader-Member Relationship
張素鳳、張景旭
E-mail: 9801360@mail.dyu.edu.tw
ABSTRACT
Nowadays, human capital has become the key to success in business competition, and the relationship between subordinates and their supervisor is no longer the traditional controlled-controlling relation. Therefore, the word “customer” has been extended internally by enterprises in the hope of establishing the consciousness of “internal customer”.
As there are frequent interactions between subordinates and their supervisor, and the relationship of the two sides is highly interdependent, conflicts are apt to arise from any internal mistakes. This study, therefore, explores the causes of and responses to subordinate-supervisor conflicts from the perspective of the subordinates.
Conflicts between subordinates and their supervisor are one of the problems which enterprises are apt to encounter in their operation. Such conflicts may, if managerial staffs fail to find the imperceptible causes of and responses to these conflicts hidden in the subordinates’ side and solve the conflicts, become intensified and poison the relationship between subordinates and their supervisor.
The study results reveal that links of conflicts between subordinates and their supervisor under various circumstances comprise a continuous series of interactive processes, that is to say, such conflicts are usually the result of a series of conflict causes, rather than merely a single cause. There are halo effects and domino effects in the subordinate’s response to factors which lead to negative emotions, and negative attribution may arise from the subordinate’s negative opinions on the next interactive process out of his/her previous factors which lead to negative emotions. Because of this, the conflicts may develop continuously and eventually end up with a violent clash.
Keywords : internal customer、internal service encounter、conflict factor、conflict response Table of Contents
中文摘要 ．．．．．．．．．．．．．．．．．．．．． iii 英文摘要 ．．．．．．．．．．．．．．．．．．．．． iv 誌謝辭 ．．．．．．．．．．．．．．．．．．．．． vi 內容目錄 ．．．．．．．．．．．．．．．．．．．．． vii 表目錄 ．．．．．．．．．．．．．．．．．．．．． ix 圖目錄 ．．．．．．．．．．．．．．．．．．．．． x 第一章 緒論．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．．．．．．．．．． 1 第二節 研究目的．．．．．．．．．．．．．．． 3 第三節 名詞解釋．．．．．．．．．．．．．．． 4 第二章 文獻探討．．．．．．．．．．．．．．．．． 6 第一節 衝突理論．．．．．．．．．．．．．．． 6 第二節 衝突類型與轉化關係．．．．．．．．．． 15 第三節 權力與衝突反應．．．．．．．．．．．． 18 第四節 內部服務失誤相關研究．．．．．．．．． 20 第三章 研究方法．．．．．．．．．．．．．．．．． 26 第一節 研究方法的選擇．．．．．．．．．．．． 26 第二節 研究架構與流程．．．．．．．．．．．． 27 第三節 以SSIT方法研究之步驟與設計 ．．．．． 28 第四章 研究結果與分析．．．．．．．．．．．．．． 33 第一節 上司部屬衝突類型及環節．．．．．．．． 33 第二節 上司部屬衝突類型與環節之共同特徵．．． 47 第三節 與內部服務失誤與品質衝量構面比較．．． 54
第五章 研究結論與建議．．．．．．．．．．．．．． 58 第一節 研究結論與管理意涵．．．．．．．．．． 58 第二節 研究價值．．．．．．．．．．．．．．． 62 第三節 研究限制．．．．．．．．．．．．．．． 63 參考文獻．．．．．．．．．．．．．．．．．．．．．． 64
表目錄
表 2- 1 Donohue and Kolt衝突階段 ．．．．．．．．．． 8 表 2- 2 Blake and Mouton衝突因應方式 ．．．．．．．． 13 表 2- 3 內部學習量表因素分析結果．．．．．．．．．．． 17 表 2- 4 Hallowell內部服務品質衡量構面之定義．．．．． 22 表 2- 5 Bitner內部服務失誤三大構面 ．．．．．．．．． 23 表 3- 1 案例提供者基本資料 ．．．．．．．．．．．．． 30 表 3- 2 單一故事SSIT分析表格．．．．．．．．．．．． 31 表 3- 3 單一階段氣點聯集表：初稿．．．．．．．．．． 32 表 3- 4 類型聯集表：正式格式．．．．．．．．．．．． 32 表 4- 1 實際衝突案例(一)類型聯集表 ．．．．．．．．． 35 表 4- 2 實際衝突案例(二)類型聯集表 ．．．．．．．．． 39 表 4- 3 實際衝突案例(三)類型聯集表 ．．．．．．．．． 43 表 4- 4 實際衝突案例(四)類型聯集表 ．．．．．．．．． 45 表 4- 5 實際衝突案例(五)類型聯集表 ．．．．．．．．． 46 表 4- 6 上司部屬衝突類型及環節之簡表．．．．．．．． 47 表 4- 7 上司部屬衝突類型的轉化點分析表．．．．．．． 50 表 4- 8 上司回應不當環節之案例資料分析表．．．．．． 51 表 4- 9 部屬密祕偵察環節之案例資料分析表．．．．．． 54 表 4-10 衝突環節與Bitner三大構面分析 ．．．．．．．． 55 表 4-11 衝突環節與Hallowell品質衝量構面分析．．．．． 56
圖目錄
圖 2-1 Robbins衝突階段圖 ．．．．．．．．．．．．． 7 圖 2-2 Rahim衝突處理模式圖 ．．．．．．．．．．．． 14 圖 3-1 本研究架構 ．．．．．．．．．．．．．．．．． 28 REFERENCES
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