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題名：內部服務品質、組織承諾與組織公民行為關係之研究
書刊名：餐旅暨家政學刊
作者：張德儀 引用關係／廖世杰／李欣怡
作者(外文)：Chang, Te-yi／Liao, Shih-chieh／Lee, Hsin-yi
出版日期：2006
卷期：3:2
頁次：頁169-186
主題關鍵詞：旅行業；內部服務品質；組織承諾；組織公民行為；Travel agency；Internal service quality；Organizational commitment；Organizational citizenship behavior
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文旨在探討旅行業之內部服務品質對於員工組織承諾與組織公民行為關係 影響之研究，首先經由文獻回顧建立內部服務品質、組織承諾與組織公民行為之 觀念性架構與假設研究，再以旅行業員工為調查對象，透過問卷調查與相關統計 方法進行實證分析。研究結果發現，旅行業之內部服務品質要素中，應加強獎勵 肯定與溝通管道、加強作業程序，俾使員工產生對於公司之情感型承諾，進而發 揮其顧客導向之公民行為；而獎勵與肯定則能激發員工之經濟型承諾，然而經濟 交易型之承諾關係，並無法激發員工產生組織公民行為之中介效果，唯有透過情 感承諾關係，才能促使員工發揮組織公民行為。本研究結果將可提供旅行業經營 有用之決策資訊，同時對於管理者研擬公司之經營策略提供具體的方向。
The purpose of this study was to examine the relationship among the internal service quality, organizational commitment, and organizational citizenship behavior in travel agency. The study first establishes the conceptual framework and research hypothesis based on the literature of the internal service quality, organizational commitment, and organizational citizenship behavior. Participants were the travel agencies’ staff in Taipei as the empirical targets. By using the questionnaire survey as the tool, 185 samples were analyzed to test the research hypotheses by statistic analysis, and by the path analysis to confer the relationship among the internal service quality, organizational commitment, and organizational citizenship behavior. The results indicted that the travel agency should to improve the key element of internal service quality, should strengthen and must reward with the communicative channel , strengthen the operation procedure , in order to make the staff produce the emotion type to the company to promise, and then the citizen giving play to its customer to lead's behavior; Reward it with the economy commitment of exciting the staff certainly , but the commitment relation of the economic trade type, it produced the intermediary result which organize citizen's behaviors and unable to excite the staff. Only promise the relation through the emotion, could impel the staff to give play to organizing citizen's behaviors. Finally, the results of this study will provide top management with useful information and the suggestions would be provider for the managers of tourist industry.
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。  new window
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。  new window
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。  new window
4.Becker, H. S.(1960)。Notes on the concept of commitment。American Journal of Sociology，66(1)，32-40。  new window
5.Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management，6(5)，53-71。  new window
6.Van Dyne, L.、Ang, S.(1998)。Organizational Citizenship Behavior of Contingent Workers in Singapore。Academy of management Journal，41(6)，692-703。  new window
7.Lewis, R. C.(1989)。Hospitality marketing: The internal approach。The Cornell Hotel and Restaurant Administration Quarterly，30(3)，40-45。  new window
8.Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking，3(3)，24-25。  new window
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。  new window
10.Gummesson, Evert(1991)。Marketing-orientation Revisited: The Crucial Role of the Part-time Marketer。European Journal of Marketing，25(2)，60-75。  new window
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。  new window
12.Ferris, K. R.、Aranya, N.(1983)。A comparison of two organizational commitment scales。Personnel Psychology，36(1)，87-99。  new window
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。  new window
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。  new window
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。  new window
16.Graham, J. W.(1991)。An essay on organizational citizenship behavior。Employee Responsibilities and Rights Journal，4(4)，249-270。  new window
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。  new window
18.Katz, Daniel(1964)。The Motivational Basis of Organizational Behavior。Behavioral Science，9(2)，131-146。  new window
19.Morris, James H.、Sherman, J. Daniel(1981)。Generalizability of an organizational commitment model。Academy of Management Journal，24(3)，512-526。  new window
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。  new window
21.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
22.Schneider, B.(1987)。The people make the place。Personnel Psychology，40(3)，437-453。  new window
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。  new window
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。  new window
25.Wiener, Yoash(1982)。Commitment in Organizations: A Normative View。Academy of Management Review，7(3)，418-428。  new window
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。  new window
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。  new window
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new window
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new window
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new window
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new window
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new window
圖書
1.Whyte, Willian H.(1956)。The organizational man。Simon & Schuster。  new window
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。  new window
3.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
4.DeVellis, Robert F.(2003)。Scale development: theory and applications。Sage。  new window
5.Robbins, Stephen P.(2001)。Organizational behavior。Prentice-Hall, Inc.。  new window
6.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
7.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
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new window
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new window
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new window
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new window
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new window
6.Arnett, D. B., Laverie, D. A., & McLane, C.(2002)。Using job satisfaction and pride as internal satisfaction。  new window
7.Boshoff, C., & Mels, G.(1995)。A casual model to evaluate the relationship among supervision, role, organizational commitment and internal service quality。  new window
8.Bowen, J., & Ford, R. C(2004)。What experts say about managing hospitality service delivery systems。  new window
9.Sasser, W. E., & Arbeit, P. S.(1976)。Selling jobs in the service sector.。  new window
10.Thomas, D. R. E.(1978)。Strategy’s different in service industries。  new window
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。  new window
 
 
 
 
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