| 期刊論文1. | Moorman, R. H.、Blakely, G. L.、Niehoff, B. P.(1998)。Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?。Academy of Management Journal,41(3),351-357。 | 2. | Blumberg, M.、Pringle, C. D.(1982)。The missing opportunity in organizational research: Some implications for a theory of work performance。Academy of Management Review,7(4),560-569。 | 3. | Shore, Lynn Mcfarlane、Barksdale, K.、Shore, T. H.(1995)。Managerial Perceptions of Employee Commitment to the Organization。Academy of Management Journal,38(6),1593-1615。 | 4. | Becker, H. S.(1960)。Notes on the concept of commitment。American Journal of Sociology,66(1),32-40。 | 5. | Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management,6(5),53-71。 | 6. | Van Dyne, L.、Ang, S.(1998)。Organizational Citizenship Behavior of Contingent Workers in Singapore。Academy of management Journal,41(6),692-703。 | 7. | Lewis, R. C.(1989)。Hospitality marketing: The internal approach。The Cornell Hotel and Restaurant Administration Quarterly,30(3),40-45。 | 8. | Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking,3(3),24-25。 | 9. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。 | 10. | Gummesson, Evert(1991)。Marketing-orientation Revisited: The Crucial Role of the Part-time Marketer。European Journal of Marketing,25(2),60-75。 | 11. | Yılmaz, D.、Kılıçoğlu, G.(2013)。Resistance to change and ways of reducing resistance in educational organizations。European Journal of Research on Education,1(1),14-21。 | 12. | Ferris, K. R.、Aranya, N.(1983)。A comparison of two organizational commitment scales。Personnel Psychology,36(1),87-99。 | 13. | Podsakoff, P. M.、Ahearne, M.、MacKenzie, S. B.(1997)。Organizational citizenship behavior and the quantity and quality of work group performance。Journal of Applied Psychology,82(2),262-270。 | 14. | Bettencourt, Lance A.、Gwinner, Kevin P.、Meuter, Matthew L.(2001)。A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors。Journal of Applied Psychology,86(1),29-41。 | 15. | Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management。Human Resource Planning,19(2),20-31。 | 16. | Graham, J. W.(1991)。An essay on organizational citizenship behavior。Employee Responsibilities and Rights Journal,4(4),249-270。 | 17. | Van Dyne, Linn、Graham, Jill W.、Dienesch, Richard M.(1994)。Organizational citizenship behavior: construct redefinition, measurement, and validation。Academy of Management Journal,37(4),765-802。 | 18. | Katz, Daniel(1964)。The Motivational Basis of Organizational Behavior。Behavioral Science,9(2),131-146。 | 19. | Morris, James H.、Sherman, J. Daniel(1981)。Generalizability of an organizational commitment model。Academy of Management Journal,24(3),512-526。 | 20. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。 | 21. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。 | 22. | Schneider, B.(1987)。The people make the place。Personnel Psychology,40(3),437-453。 | 23. | Hartline, M. D.、McKee, D. O.、Maxham, J. G. III(2000)。Corridors of Influence in the Dissemination of Customer-oriented Strategy to Customer Contact Service Employees。Journal of Marketing,64(2),35-50。 | 24. | 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。 | 25. | Wiener, Yoash(1982)。Commitment in Organizations: A Normative View。Academy of Management Review,7(3),418-428。 | 26. | Porter, Lyman W.、Steers, Richard M.、Mowday, Richard T.、Boulian, Paul V.(1974)。Organizational commitment, job satisfaction, and turnover among psychiatric technicians。Journal of Applied Psychology,59(5),603-609。 | 27. | Allen, Natalie J.、Meyer, John P.(1990)。The Measurement and Antecedents of Affective Commitment and Normative Commitment to the Organization。Journal of Occupational and Organizational Psychology,63(1),1-18。 | 學位論文1. | 凌瓏(1993)。旅行業策略行銷之研究(碩士論文)。文化大學,台北。 延伸查詢 | 2. | 楊宗翰(2001)。從服務利潤鏈的角度探討內外部服務品質與忠誠度之關係--以花蓮地區國際觀光旅館爲例(碩士論文)。國立東華大學。 延伸查詢 | 3. | 賴順敏(2004)。員工福利措施需求與組織承諾、組織公民行為相關性之研究--以C公司為例(碩士論文)。義守大學。 延伸查詢 | 4. | 唐受衡(2004)。旅行業內部服務品質量表建構之研究(碩士論文)。中國文化大學。 延伸查詢 | 5. | 張松茂(2001)。多角化金融集團員工認知、內部行銷與組織承諾之關係--以國泰人壽保險公司之業務體系為例(碩士論文)。逢甲大學。 延伸查詢 | 圖書1. | Whyte, Willian H.(1956)。The organizational man。Simon & Schuster。 | 2. | Mowday, R. T.、Porter, L.M.、Steers, R.M.(1982)。Employee organizational link ages : The psychology of commitment absenteeism, and turnover。New York:Academic Press。 | 3. | Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。 | 4. | DeVellis, Robert F.(2003)。Scale development: theory and applications。Sage。 | 5. | Robbins, Stephen P.(2001)。Organizational behavior。Prentice-Hall, Inc.。 | 6. | Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。 | 7. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 | 其他1. | 葉錫明(1998)。人力資源發展因素與組織公民行為之研究:以半導體產業為例。 延伸查詢 | 2. | 劉鈞慈(2000)。程序公平、組織承諾、信任與組織公民行為關係之研究--以我國產物保險產業為例。 延伸查詢 | 3. | 劉嘉雯(2003)。人力資源部門內部顧客滿意、員工工作滿意與組織公民行為關係之研究。 延伸查詢 | 4. | 蔡家蕙(2003)。派遣員工之程序公平知覺、組織承諾與組織公民行為關係之研究。 延伸查詢 | 5. | 蔡孟霞(2004)。內部服務品質、員工滿意度、組織承諾及顧客導向關係之研究--以A銀行為例。 延伸查詢 | 6. | Arnett, D. B., Laverie, D. A., & McLane, C.(2002)。Using job satisfaction and pride as internal satisfaction。 | 7. | Boshoff, C., & Mels, G.(1995)。A casual model to evaluate the relationship among supervision, role, organizational commitment and internal service quality。 | 8. | Bowen, J., & Ford, R. C(2004)。What experts say about managing hospitality service delivery systems。 | 9. | Sasser, W. E., & Arbeit, P. S.(1976)。Selling jobs in the service sector.。 | 10. | Thomas, D. R. E.(1978)。Strategy’s different in service industries。 | 圖書論文1. | Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。 | |
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