|
主計處( 2007)。內政部主計處統計資訊網。上網日期96 年7月。取自: http://www.dgbas.gov.tw/mp.asp?mp=1 林鉦棽、彭台光(2006)。多層次管理研究: 分析層次的概 念、理論和方法。管理學報, 23 (6), 649-675。 彭台光、高月慈、林鉦棽( 2006)。管理研究中的共同方法 變異:問題本質、影響、測試和補救。管理學報,23(1), 77-98。 黃芳銘(2006)。社會科學統計方法學: 結構方程模式。台 北: 五南。 溫福星(2006)。階層線性模式:原理、方法與應用。台北: 雙葉。 Aderson, J. S., & Prussia, G. E. (1997). The self-leadership questionnaire: Preliminary assessment of construct validity. The Journal of Leadership Studies, 4, 119-143. Cohen, J. (1988). Statistical power analysis for the behavioral sciences. (2nd ed.). Hillsdale, NJ: Eribaum. Baltes, B. B., Bauer, C. C., Bajdo, L. M., & Parker, C. P. (2002). The use of multitrait-multimethod data for detecting nonlinear relationships: The cause of psychological climate and job satisfaction. Journal of Business and Psychology, 17(1), 3-17. Baron,R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual strategic & statistical consideration. Journal of Personality and Social Psychology,51, 1173-1182. Batt, R. (1999). Work organization, technology and performance in customer service and sales. Industrial and Labor Relations Review 52, 539-63. Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. In N. Schmitt & W. C. Borman (Eds.). Personnel selection in organizations (pp. 71-98). San Francisco: Jossey-Bass. Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human Performance, 10(2), 99-109. Borucki, C. C., & Burke, M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20, 943-962. Bowen, D. E., & Lawer III, E. E. (1992). The empowerment of service workers: What, Why, How, and When. Sloan Management Review, 33(3), 31-39. Bowen, D. E., & Lawer III, E. E. (1995). Empowering service employees. Sloan Management Review, 36(4), 73-84. Brayfield, A. H., & Rothe, H. F. (1951). An index of job satisfaction. Journal of Applied Psychology, 35(5), 307-311. Bureau of Economic Analysis (2007). Bureau of Economic Analysis Industry Economic Account. Retrieved June 23, 2007, from http://www.bea.gov/bea/industry /gpotables Campbell, J. P. (1990). Modeling the performance prediction problem in industrial and organizational psychology. In M. D. Dunnette & L. M. Hough (Eds.), Handbook of industrial and organizational psychology (Vol. 2, pp. 687-732.), Palo Alto, CA: Consulting Psychologists Press. Chan, D. (1998). Functional relations among constructs in the same content domain at different levels of analysis: A typology of composition medels. Journal of Applied Psychology, 83, 234-246. Chandler, G. (1986). The relationship of nursing work 148 environment to empowerment and powerlessness. Unpublished Doctoral Dissertation, University of Utah. Chebat, J. A., & Kollias P. (2000). The impact of empowerment on customer contact employees role in service organizations. Journal of Service Research, 3(1), 66-81. Chen, G., & Bliese, P. D. (2002). The role of different levels of leadership in predicting self- and collective efficacy: Evidence for discontinuity. Journal of Applied Psychology, 87, 549-556. Cheng, H.C., & Chen, S. C. (2008).Medical team satisfaction with nurse practitioner clinical performance. Journal of Nursing Research,16(1), 26-35. Cheng, Y., Luh, W. M., & Guo, Y. L. (2003). Reliability and validity of the Chinese version of the job content questionnaire in Taiwanese workers. International Journal of Behavioral Medicine, 10(1), 15-30. Chiu, Y. L., Chung, R. G., Wu, C. S., & Ho, C. H. (2008). The effects of job demands, control, and social support on hospital clinical nurses' intention to turn over. Applied Nursing Research (in press). 149 Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Hillsdale, NJ: Eribaum. Cohrs, J. C., Abele, A. E., & Dette, D. E.(2006). Integrating situational and dispositional determinants of job satisfaction: Findings from three samples of professionals. The Journal of Psychology, 140(4), 363-395. Conger, J. A., & Kanungo, R. N. (1988). The empowerment process: Integrating theory and practice. Academy of Management Review, 13, 471-482. Cox, J. F. (1993). The effects of superleadership training on leader behavior, subordinate self-leadership behavior and subordinate citizenship, unpublished doctoral dissertation, University of Maryland, College Park, MD. Cronin, J. J., & Taylor S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. Crosby, L. A., Evans, K. R. & Cowles D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54, 68-81. Cummings, T. G. (1978). Self-regulating work groups: A socio-technical synthesis. Academy of Management Review, 3(3): 625-634. Dietz, J., Pugh S. D., & Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47(1), 81-92. Dolbier, C. L., Soderstrom, M., & Steinhardt, M. A. (2001). The relationships between self-leadership and enhanced psychological, health, and work outcomes. The Journal of Psychology, 135(5), 469-485. Donabedian, A. (1966). Evaluation the quality of medical care. Milbank Memorial Fund Quarterly, 44, 166-203. Donabedian, A. (1980). Explorations in quality assessment and monitoring (Vol. I). The definition of quality and approach to it’s assessment. Ann Arbor, MI: Health Administration Press. Donabedian, A. (1988). The quality of care-how can it be assessed? Journal of American Medical Association, 26, 1743-1748. Dwyer, D. J., & Ganster, D.C. (1991). The effects of job demands and control on employee attendance and satisfaction. Journal of Organizational Behavior, 12, 595-608. Farrell, G. A. (1991). How accurately do nurses perceive patients’ need? A comparison of general and psychiatric setting. Journal of Advanced Nursing, 16, 1062-1070. Fisher, A. W. (1971). Patients’ evaluation of outpatient care. Journal of Medical Education, 46, 238-244. Fitzsimmons, J., & Fitzsimmons, M. (1998). Service management: Operations, strategy, & information technology(2nd ed.). Boston: Irwin/McGraw Hill. Flanagan, N. A., & Flanagan, T. J. (2002). An analysis of the relationship between job satisfaction and job stress in correctional nurse. Research in Nursing & Health, 25, 282-294. Fulford, M. D., & Enz, C. A. (1995). The impact of empowerment on service employees. Journal of Managerial Issues, 7, 161-175. Gardner, C. A. (1987). The marketing implications of the relationship between role expectation and consumer satisfaction in professional services encounter. Unpublished Doctoral Dissertation, The George Washington University. Gittell, J. H. (2002). Relationships between service providers and their impact on customers. Journal of Service Research, 4(4), 299-300. Gronroos, C. (1996). Relationship marketing: Strategic and tactical implications. Management Decision, 34(3), 5-14. Grove, S. J., Fisk, R. P., & Dorsch, M. J. (1998). Assessing the theatrical components of the service encounter: a cluster analysis examination. The Service Industries Journal, 18(3), 116-134. Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16, 250-279. Hechanova, M. R. M., Almpay, R. B. A., & Franco, E. P. (2006). Psychological empowerment, job satisfaction and performance among Filipino service workers. Asian Journal of Social Psychology, 9, 72-78. Herzberg, F. (1968). One more time: How do you motivate employees? Harvard Business Review, 46(1), 53-62. Heskett, J. L. (1987). Lessons in the service sector. Harvard Business Review, 65(2), 118-126. Heskett, J. L., Tomas O. J., Gary W., Loveman W., Earl S., Jr., & Leonard A. S. (1994). Putting the service profit chain to work. Harvard Business Review, 72(2), 164-174. Hoppock, (1935). Job satisfaction. New York: Harper & Row. Houghton, J. D., & Neck, C. P. (2002). The revised self-leadership questionnaire: Testing a hierarchical factor structure for self-leadership. Journal of Managerial Psychology, 17(8), 672-691. Howell, J. P. (1997). Substitutes for leadership: Their meaning and measurement-An historical assessment. Leadership Quarterly, 8(2): 113-116. James, L. R., & Jones, A. P. (1974). Organizational climate: A review of theory and research. Psychological Bulletin, 81, 1096-1112. James, L. R. (1982). Aggregation bias in estimates of perceptual agreement. Journal of Applied Psychology, 67, 219-229. James, L. R., Joyce, W. F., & Slcum, J. W. (1988). Comment: Organizations do not cognize. Academy of Management Review, 13, 129-132. Jermier, J. M., & Kerr, S. (1997). Substitutes for leadership: 154 Their meaning and measurement. Contextual Recollections and Current Observations, 8(2): 95-101. John, J. (1992). The impact of past experience. Journal of Health Care Marketing, 12(3): 56-64. Johnson, J. V., & Hall, E. M. (1988). Job strain, work place social support, and cardiovascular disease: A cross-sectional study of a random sample of the Swedish working population. American Journal of Public Health, 78, 1336-1342. Jöreskog, K. G., & Sörbom, D. (1989). Lisrel 7: A guide to the program and applications. Chicago: SPSS Inc. Judge, T. A., & Larsen, R. J. (2001). Dispositional affect and job satisfaction: A review and theoretical extension. Organizational Behavior and Human Decision Processes, 86(1), 67-98. Keller, R. T., Julian, S. D., & Kedia, B. L. (1996). A multinational study of work climate, job satisfaction and the productivity of R&D teams. IEEE Transactions on Engineering Management, 43(1), 48-55. Kanter, R. M. (1977). Men and women of the corporation. New York: Basic Books. Kanter, R. M. (1979). Power failure in management circuits. 155 Harvard Business Review, 57, 65-75. Kanter, R. M. (1989). The new managerial work. Harvard Business Review, 68, 85-92. Kaplan, R. S., & Norton, D. P. (1996). The balance scorecard: Translating strategy into action. Boston. Harvard Business School Press. Karasek, R. A., & Theorell, T. (1990). Healthy work: Stress, productivity, and the reconstruction of working life. New York: Basic Books. Katz, D., & Kahn, R. (1978). The social psychology of organizations (2nd ed.). New York: Wiley. Kerr, S., & Jermier, J. M. (1978). Substitutes for leadership: Their meaning and measurement. Organizational Behavior and Human Performance, 22, 375-403. Kirkman, B. L., & Rosen, B. (1997). A model of work team empowerment. Research in Organizational Change and Development, 10, 131–167. Kirkman, B. L., & Rosen, B. (1999). Beyond selfmanagement: Antecedents and consequences of team empowerment. Academy of Management Journal, 42(1), 58-74. Klakovich, M. D. (1996). Registered nurse empowerment:model testing and implications for nurses’ administrators. Journal of Nursing Administration, 26(5), 29-35. Koeske, G. F., Kirk, S. A., Koeske, R. D., & Rauktis, M. B. (1994). Measuring the Monday blues: Validation of a job satisfaction scale for the human services. Social Work Research, 18(1), 27-35. Kozlowski, S. W. J., & Hattrup, K. (1992). A disagreement about within group agreement: Disentangling issues of consistency versus consensus. Journal of Applied Psychology, 77, 161-167. Larrabee, J. H., & Bolden, L. V. (2001). Defining patient-perceived quality of nursing care. Journal of Nursing Care Quality, 16(1), 74-75. Laschinger, H. K. S. (1996). A theoretical approach to studying work empowerment in nursing: A review of studies testing Kanter’s theory of structural power in organizations. Nursing Administration Quarterly, 20(2), 25-41. Laschinger, H. K. S. (2004). Home Page of Dr. Laschinger. Retrieved October 7, 2007, from http://publish.uwo.ca/ ~hkl/public.html 157 Laschinger, H. K. S., Finegan, J., Shamian, J., & Wilk, P. (2001). Impact of structural and psychological empowerment on job strain in nursing work settings: Expanding Kanter's model. Journal of Nursing Administration, 31(5), 260-272. Laschinger, H. S., Hall, L. M., & Almost, J. (2005). A psychometric analysis of the patient satisfaction with nursing care quality questionnaire. Journal of Nursing Care Quality, 20(3), 220-230. Laschinger, H. S., Havens, D. S. (1996). Staff nurse work empowerment and perceived control over nursing practice: conditions for work effectiveness. Journal of Nursing Administration, 26(9), 27-35. Laschinger, H. S., & Havens, D. S. (1997). The effect of workplace empowerment on staff nurses’ occupational mental health and work effectiveness. Journal of Nursing Administration, 27(6), 42-50. Lee, M., & Koh, J. (2001). Is empowerment really a new concept? International Journal of Human Resource Management, 12, 684-95. Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and 158 customer outcomes. Academy of Management Journal, 47(1), 41-58. Liao, H., & Chuang, A. (2007).Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships. Journal of Applied Psychology, 92(4), 1006-1019. Lin, C. C. (1996). Patient satisfaction with nursing care as an outcome variable: Delimmas for nursing evaluation Researchers. Journal of Professional Nursing, 12(4), 207-216. Linder-Pelz, S. (1982). Toward a theory of patient satisfaction. Social Science and Medicine, 16, 577-589. Linn, L. S., Dimatteo, M. R., Chang, B., & Cope, D. W. (1984). Consumer values and subsequent satisfaction ratings of physician behavior. Medical Care, 22(9), 804-812. Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunrette (ed.) Handbook of industrial and organizational psychology (pp. 1297-1350). Chicago: Rand McNally. Loher, B. T., Noe, R. A., Moeller, N. L., & Fitzgerald, M. P. 159 (1985). A meta- analysis of the relation of job characteristic to job satisfaction. Journal of Applied Psychology, 70, 280-289. Lohr, K. N. (1990). A strategy for quality assurance (Vol. 1). Washington D.C. : National Academy Press. Manz, C. C., & Sim Jr., H. P. (1980). Self-management as a substitute for leadership: A social learning theory perspective. Academy of Management Review, 5(3), 361-367. Manz, C. C., & Sims, H. P. (1987). Leading workers to lead themselves: The external leadership of self-managing work teams. Administrative Science Quarterly, 32, 106-128. Manz, C. C. (1983). Improving performance through self-leadership. National Productivity Review, 2(3), 288-297. Manz, C. C. (1986). Self-Leadership: Toward an expanded theory of sel-influence processes in organizations. Academy of Management Review, 11(2), 585-600. McCance, T. V., McKenna, H. P., & Boore, J. R. P. (1997).Caring: Dealing with a difficult concept. International Journal of Nursing Studies, 34(5), 241-248. Mcdaniel, C., & Nash, J. G. (1990). Compendium of instrument measuring patient satisfaction with nursing care. Quality Research Bulletin, 22, 182-188. Meichior, M., Krieger, N., Kawachi, I., Berkman, L., Niedhamer, I., & Goldberg, M. (2005). Work factors and occupational class disparities in sickness absence: finding from the GAZEL cohort study. American Journal Public Health, 95, 1206-1212. Merkouris, A., Ifantopoulos, J., Lanara, V., & Lemonidou, C. (1999). Patient satisfaction: A key concept for evaluating and improving nursing services . Journal of Nursing Management, 7(1), 19-28. Neck, C. P., & Manz, C. C. (1996). Thought self-leadership: the impact of mental strategies training on employee cognition, behavior, and affect. Journal of Organizational Behavior, 17, 445-467. Neck, C. P., & Houghton, J. D. (2006). Two decades of self-leadership theory and research. Journal of Managerial Psychology, 21(4), 270-295. Norman, R. (2002). Service Management Strategy and Leadership in Service Business(3rd ed.). NY: John Wiley & Sons. Neubert, M. J., & Wu, J. C. (2006). An investigation of the generalizability of the Houghton and Neck revised self-leadership questionnaire to a Chinese context. Journal of Managerial Psychology, 21(4), 360-373. Omachona, V. K. (1990). Quality of Care and Patient: New Criteria for Evaluation. Health Care Management Review, 15(4), 43-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 48(3), 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988a). SERVQUAL: A multiple-item scale for measuring Ccnsumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Parasurman, A., Zeithaml, V. A., &. Berry, L. L. (1988b). Communication and control process in the delivery of service quality. Journal of Marketing, 52, 35-48. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450. Parasurman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectation as a comparsion standard in measuring service quality: Implication for further research. Journal of Marketing, 17, 111-124. Podsakoff, P. M., & MacKenzie, S. B. (1997). Kerr and Jermier ’s substitutes for leadership model: Background, empirical assessment, and suggestions for future research. Leadership Quarterly, 8(2): 117-125. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903. Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12, 531-544. Politis, J. D. (2006). Self-leadership behavioural-focused strategies and team performance. Leadership & Organization Development Journal, 27(3), 203-216. Randolph, W. A. (1995). Navigating the journey to empowerment. Organizational Dynamics, 24(4), 19-32. Risser, N. (1975). Development of an instrument to measure patient satisfaction with nurses and nursing care in primary care settings. Nursing Research, 24, 45-52 Robbins, S. P. (2003). Essentials of organizational behavior (7th ed.). New Jersey: Prentice-Hall. Robbins, S. P., & Coulter, M. (2005). Management (8th ed.). New Jersey: Prentice-Hall. Roberts, H. E., & Foti, R. J. (1998). Evaluating the interaction between self-leadership and work structure in predicting job satisfaction. Journal of Business and Psychology, 12, 256-267. Rubin, H. R. (1990). Can patients evaluate the quality of hospital Care? Medical Care Review, 47, 267-326. Rust, R., & Zahorik, A. (1993). Customer satisfaction, customer retention and market share. Journal of Relating, 69, 193-215. Salanova, M., Agut, S., & Peirό, J. M. (2005). Linking organizational resource and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of Applied Psychology, 90 (6), 1217-1227. Sarmiento, T. P., Laschinger, H. K. S., & Iwasiw, C. (2004). Nurse educators’ workplace empowerment, empowerment, burnout, and job satisfaction: Testing Kanter’s theory. Journal of Advanced Nursing, 46(2), 134-143. Schneider, B. (1975). Organizational climates: An essay. Personnel Psychology, 28, 447-480. Schneider, B., & Bowen, D. (1985). Employee and customer perceptions of service in banks: Relationship and extension. Journal of Applied Psychology, 70(3), 423-433. Schneider, B., Gunnarson, S. K., & Niles-Jolly, K. (1994). Creating the climate and culture of success. Organizational Dynamics, 23(1):17-29. Schneider, B., Parkington, J. J., & Buxtopn, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science quarterly, 25, 252-267. Seashore, S. E., & Taber, T. D. (1975). Job satisfaction indicators and their correlates. American Behavior Scientist, 18(3), 333-368. Seibert, S. E., Silver, S. R., & Randolph, W. A. (2004). Taking empowerment to the next level: A multiple-level model of empowerment, performance, and satisfaction. Academy of Management Journal, 47(3), 332-349. Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of satisfaction in work and retirement. Skokie, IL: Rand McNally. Snipes, R. L., Oswald, S. L., LaTour, M., Armenakis, A. A. (2005). The effect of specific job satisfaction facets on customer perceptions of service quality: An employee-level analysis. Journal of Business Research, 58, 1330-1339. Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99-111. Spector, E. (1985). Measurement of human service staff satisfaction : Development of the job satisfaction survey. American Journal of Community Psychology, 13(6), 693-713. Spreitzer, G. M. (1995). Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of Management Journal, 38, 1442-1465. Stewart, G. L., & Barrick, M. R. (2000). Team structure and performance: Assessing the mediating role of intrateam process and the moderating role of task type. Academy of Management Journal, 43 (2), 135-148. 166 Stewart, G. L., & Manz, C. C. (1995). Leadership for self-managing work teams: A typology and integrative model. Human Relations, 48(7), 747-770. Stewart, G. L., Carson, K. P., & Cardy, R. L. (1996). The joint effects of conscientiousness and self-leadership training on employee self-directed behavior in a service setting. Personal Psychology, 49(1), 143-164. Storbacka, J., Strandvik, T., & Gronoos, C. (1994). Mapping customer relationship quality. International Journal of Service Industry Management, 5, 21-28. Thomas, K. W., & Velthouse, B. A. (1990). Cognitive elements of empowerment: An interpretive model of intrinsic task motivation. Academy of Management Review, 15, 666-681. Tzeng, H. M., Ketefian S., Redman R. W. (2002). Relationship of nurses’ assessment of organizational culture, job satisfaction, and patient satisfaction with nursing care. International Journal of Nursing Studies, 39(1), 79-84. Urden, L. D. (2002). Patient satisfaction measurement: Current issues and implications. Outcomes Management, 6(6), 125-131. US Department of Labor. (2007). U.S. Department of Labor Bureau of Labor Statistics. Retrieved June 23, 2007, from http://data.bls.gov/PDQ/servlet/SurveyOutput Servlet Van Yperen, N. W., & Hagedoorn, M. (2003). Do high job demand increase intrinsic motivation or fatigue or both? The role of job control and job social support. Academy of Management Journal, 46(3), 339-348. Vuori, H. (1991). Patient satisfaction-does it matter? Quality Assurance Health Care, 3, 183-189. Warr, P., Cook, J., & Wall, T. (1979). Scales for the measurement of some work attitudes and aspects of psychological well-being. Journal of Occupational Psychology, 52, 129-148. Weiss, D. J., Dawis, R. V., England, G. W., & Lofquist, L. H. (1967). Manual for the Minnesota satisfaction questionnaire. Minneapolis: University of Minnesota Industrial Relations Center. Weiss, H., & Sherman, J. (1973). Internal-external control as a predictor of task effect and satisfaction subsequent to failure. Journal of Appiled Psychology, 57, 132-136. Williams, L. J., & Brown, B. K. (1994). Method variance in organizational behavior and human resources research: effects on correlations, path coefficients, and hypothesis testing. Organizational Behavior and Human Decision Processes, 57, 185-209 Winsted, K. F. (1993). Service encounter dimensions: A crosscultural analysis. Unpublished Doctoral Dissertation, University of Colorado at Boulder. Woodside, A. G., Frey, L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 9(4), 5-17. World Bank. (2000), Entering the 21st Century: World Development Report 1999/2000(p. 252). NY: Oxford University Press. Zeithaml, V. A., Berry, L.L., & Parasuraman, A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40. Zohar, D. (2000). A Group-level model of safety climate: testing the effect of group climate on microaccidents in manufacturing jobs. Journal of Applied Psychology, 85(4), 587-596.
|