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題名：工作生活品質對服務品質與組織公民行為的影響
書刊名：東吳經濟商學學報
作者：林鉦棽／李彥廷
作者(外文)：Lin, Cheng-chen／Lee, Yen-ting
出版日期：2004
卷期：46
頁次：頁1-30
主題關鍵詞：工作生活品質；服務態度；服務品質；組織公民行為；Quality of work life；Service attitude；Service quality；Organizational citizenship behavior
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:138
  • 點閱點閱:29
本研究主旨在驗證工作生活品質、服務態度，與工作績效 (服務品質與組織公民行為) 之間的關係。根據針對汽車修護保養業的員工、主管、與顧客之問卷調查發現，工作生活品質對員工之服務態度具有顯著的影響效果。而員工之服務態度對於顧客所知覺到之服務品質具有顯著的影響效果，此外員工之服務態度對於主管所知覺到的員工組織公民行為之助人與一般順從等二構面上皆產生顯著的影響效果。證明工作生活品質與服務態度對於組織的重要性。本研究依據上述結果分別對實務界及學術界提出相關建議。
The main purpose of present research is placed upon the relationship among quality of work life, service attitude' and job performance. The data is collected from the sources of employees, supervisors, and customers. According empirical result, quality of work life has significant influence upon service attitudes of employee. Besides, service attitudes of employees have significant impacts upon service quality customers perceived and organizational citizenship behaviors supervisors rated. Based on the important roles of quality of work life, some suggestions toward practices and future studies will be offered.
Other
1.Schlesinger, L. A. & Zornitsky, J.(1991)。Job satisfaction, service capability & customer satisfaction: An examination of linkages & management implications。  new window
期刊論文
1.Ahmed, N.(1981)。Quality of work life: A need for understand。Indian Management，20(11)，29-33。  new window
2.Holbrook, M. B.、Corfman, K. P.(1985)。Quality and value in the consumption experience: Phaedrus rides again。Perceived Quality，31(2)，31-57。  new window
3.Guest, R. H.(1979)。Quality of work life- Learning from Tarrytown。Harvard Business Review，57，76-87。  new window
4.Orr, J. M.、Sackett, P. R.、Mercer, M.(1989)。The Role of Prescribed and Nonprescribed Behavior in Estimating the Dollar Value of Performance。Journal of Applied psychology，74，34-40。  new window
5.MacKenzie, S. B.、Podsakoff, P. M.、Fetter, R.(1991)。Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salespersons' performance。Organizational Behavior and Human Decision Processes，50(1)，123-150。  new window
6.Shamir, B.、Salomon, I.(1985)。Work-at-Home and The Quality of Working Life。Academy of Management Review，10(3)，455-464。  new window
7.林淑姬、樊景立、吳靜吉、司徒達賢(1994)。薪酬公平、程序公正與組織承諾、組織公民行為關係之研究。管理評論，13(2)，87-108。new window  延伸查詢new window
8.Bagozzi, Richard P.(1992)。The self-regulation of attitudes, intentions, and behavior。Social Psychology Quarterly，55(2)，178-204。  new window
9.Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology，70(3)，423-433。  new window
10.Bateman, Thomas S.、Organ, Dennis W.(1983)。Job Satisfaction and the Good Soldier: The Relationship between Affect and Employee "Citizenship"。Academy of Management Journal，26(4)，587-595。  new window
11.Smith, C. Ann、Organ, Dennis W.、Near, Janet P.(1983)。Organizational citizenship behavior: Its nature and antecedents。Journal of Applied Psychology，68(4)，653-663。  new window
12.Katz, D.(1964)。The motivation basis of organization behavior。Behavior Science，9(2)，131-133。  new window
13.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
14.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
15.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
16.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
會議論文
1.Park, O.-S.,、Sims, H. P. J.(1989)。Beyond cognition in leadership: Prosocial behavior and affect in managerial judgment。Washington, DC。  new window
學位論文
1.林靜黛(1987)。自動化影響企業員工工作生活品質之研究(碩士論文)。國立政治大學。  延伸查詢new window
2.翁英傑(1995)。銷售力控制系統、組織公民行為與銷售人員績效之關聯性研究(碩士論文)。東吳大學。  延伸查詢new window
3.黃文賢(1991)。基層員工工作生活品質之研究(碩士論文)。中原大學。  延伸查詢new window
4.歐陽玲(1994)。工作生活品質與臨床護理人員離職意願之研討：以台南地區綜合醫院為例(碩士論文)。東海大學，臺中市。  延伸查詢new window
5.翁崇雄(1993)。評量服務品質與服務價值之研究：以銀行業為實證對象(博士論文)。國立臺灣大學，臺北市。new window  延伸查詢new window
6.江秋蓮(1995)。工作生活品質、員工個人屬性與工作績效之關係研究--中、美、日企業之比較(碩士論文)。文化大學。  延伸查詢new window
7.陳彩(1994)。工作生活品質、工作滿足與離職意願關聯性研究：以高科技產業專業人員為例(碩士論文)。國立交通大學。  延伸查詢new window
8.蔡蕙如(1994)。員工工作生活品質與服務態度之研究：以百貨公司、便利商店、速食店、餐廳之服務人員為例(碩士論文)。國立中山大學。  延伸查詢new window
圖書
1.Stein, B. A.(1983)。Quality of work life in action: Managing for effectiveness。NY：American Management Association。  new window
2.黃英忠(1997)。人力資源管理。台北：三民書局。  延伸查詢new window
3.Schiffman, L. G.、Kaunk, L. L.(1994)。Consumer Behavior。Englewood Ciffs, N.J.：Prentice-Hall, Inc.。  new window
4.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
其他
1.林炯堯(1992)。「勞工家庭理財與工作生活素質」、提升工作生活品質與企業發展國際研討會宣讀論文，台北：師範大學。  延伸查詢new window
2.徐純慧(1993)。員工對其工作生活品質之期望滿意度與工作績效之關係，台北：華泰書局。  延伸查詢new window
3.莊元志(1995)。組織公民行為於員工績效關係之實證研究。  延伸查詢new window
4.陳柄宏(1995)。服務業類型與服務品質關係之研究。  延伸查詢new window
5.楊宗威(1995)。態度對服務品質及服務滿意的影響--以台灣南部地區超市為實證。  延伸查詢new window
6.劉國峰(1993)。汽車售後服務品質及策略研究。  延伸查詢new window
7.盧炳宏(1991)。影響銷售人員績效之探討。  延伸查詢new window
8.簡昆祥(1991)。汽車業服務品質之研究--以自用轎車市場為例。  延伸查詢new window
9.Delamotte, Y. and K. K. Walker(1974)。Humanization of Work and the Quality of Work Life。  new window
10.Delamotte, Y. and S. Takezwa(1984)。Quality of Work Life in International Perspective。  new window
11.Efraty, D. and M. J. Sirgy(1990)。The Effects of Quality of Working Life (QWL) on Employee Behavioral Responses。  new window
12.Garvin, D. A.(1984)。What Does “Product Quality。  new window
13.Hackman, J. R. and L. Suttle(1977)。Improve Life at Work。  new window
14.Levine, M. F.(1983)。Self-Developed Quality of Working Life Measures。  new window
15.Levine, M. F, J. Taylor, and M. Davis(1984)。Defining Quality of Working Life。  new window
16.Marks, M. L., E. J. Hackett, P. H. Marvis, and J. F. Grady(1986)。Employee Participation in a Quality Program: Impact on Quality of Work Life, Productivity, and Absenteeism。  new window
17.Maynes, E. S.(1976)。The Concept and Measurement of Product Quality。  new window
18.Middlemist, R. D. and M. A. Hitt(1981)。Personnel Management: The Logic of Organizations。  new window
19.Nachmias, M. and J. David(1988)。The Quality of Work Life in the Federal Bureaucracy: Conceptual and Measurement。  new window
20.Nadler, D. A. and E. E. Lawler(1983)。Quality of Work Life: Perspectives and Direction。  new window
21.Nirenberg, J.(1986)。The Quality of Work Life Issue。  new window
22.Schmit, M. and K. Allscheid(1995)。Employee Attitudes and Oustomer Satisfaction: Making Theoretical and Empirical Connections。  new window
23.Trist, E. B., H. Murray, and A. Pollock(1969)。Organizational Choice，London：Tavisyock。  new window
24.Walton, R. E(1975)。Criteria for Quality of Working Life。  new window
圖書論文
1.Stanely, S. E.(1975)。Defining and measuring the quality of work life。The Quality of Working Life: Problem, Prospectsy, and the State of the Art。New York：Free Press。  new window
 
 
 
 
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