主管領導特質對員工績效之影響：以A房仲公司為例

Abstract

103年，全台房屋買賣案件數僅32萬棟，較前一年降低14%，且為近12年新低，房仲業大為萎縮，競爭也變得更劇烈。房仲業屬服務業，必須高度密集與客人接觸，須提供大量顧客服務，如介紹、看房、辦理手續等，過程中除佣金比例可能影響員工表現外，品牌力、案源的質與量等也可能為影響因子。另外，各分店之主管對於屬下的領導風格亦是一個可能影響員工表現和績效的關鍵因素。本研究藉由房仲業的個案分析對於各種領導者和領導模式進行比較，作學術和實務間的比照，並提供給其他組織作為參考；其中將會探討各店主管領導風格和領導效能、績效表現及工作滿意度的關係和影響程度。研究結果顯示，本研究個案公司之主管領導風格對員工績效表現無直接影響，但可能間接透過影響領導效能和工作滿意度，進而對員工績效產生影響。

The Taiwanese real estate industry sold a mere 320 thousand properties in 2014, 14% less than the year previous, and also marking the lowest amount of sales in the past 12 years. Market opportunities have greatly decreased over the past few years, and because of this, competition within the industry is intense. The real estate industry relies heavily on customer service, and consumer satisfaction and employee performance is highly influenced by factors such as commission rates, brand recognition, and the quantity and quality of projects undertaken. Additionally, manager leadership is a key factor that can influence employee performance. Our study takes real estate company A as our case study, surveying employees to analyze the relationship between leadership styles and employee performance and employee work satisfaction, as well as making comparisons with academic and empirical results. Our results show that leadership styles do not directly influence employee performance, but may indirectly influence performance through influencing employee outcome behavior and work satisfaction.