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題名:從服務人員工作負荷之觀點探討顧客參與行為之影響
書刊名:中原企管評論
作者:顏昌華 引用關係林英顏謝庭華 引用關係洪麗美
作者(外文):Yen, C. H.Lin, Y. Y.Hsieh, T. H.Hung, L. M.
出版日期:2008
卷期:6:2
頁次:頁93-111
主題關鍵詞:服務管理顧客參與工作負荷情緒勞務Service managementCustomer participationWorkloadEmotional labor
原始連結:連回原系統網址new window
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  • 點閱點閱:33
期刊論文
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2.Schneider, B.(1980)。The service organization: Climate is crucial。Organizational Dynamics,9(2),52-65。  new window
3.Sager, J. K.(1994)。A Structural Model Depicting Sales Peoples' Job Stress。Journal of the Academy of Marketing Science,22,74-84。  new window
4.Cook, L. S.、Bowen, D. E.、Chase, R. B.、Dasu, S.、Stewart, D. M.、Tansik, D. A.(2002)。Human issues in service design。Journal of Operations Management,20(2),159-174。  new window
5.Harris, K.、Baron, S.、Ratcliffe, J.(1995)。Customers as oral participants in a service setting。The Journal of Services Marketing,9(4),64-76。  new window
6.Ross, L. E.、Boles, J. S.(1994)。Exploring the influence of workplace relationships on work-related attitudes and behaviors in the hospitality work environment。International Journal of Hospitality Management,13(2),155-171。  new window
7.Glaser, D. N.、Tatum, B. C.、Nebeker, D. M.、Sorenson, R. C.、Aiello, J. R.(1999)。Workload and social support: Effects on performance and stress。Human Performance,12(2),155-176。  new window
8.Rémy, E.、Kopel, S.(2002)。Social linking and human resources management in the service sector。The Service Industries Journal,22(1),35-56。  new window
9.Hsieh, A. T.、Yen, C. H.、Chin, K. C.(2004)。Participative customers as partial employees and service provider workload。International Journal of Service Industry Management,15(2),187-199。  new window
10.Hartline, M. D .、Ferrell, O. C.(1996)。The management of customer-contact employees: an empirical investigation。Journal of Marketing,60(4),52-70。  new window
11.Bateson, J. E. G.(1985)。Self-Service Consumer: An Exploratory Study。Journal of Retailing,61(3),49-76。  new window
12.Bettencourt, L. A.(1997)。Customers voluntary performance: Customers as partners in service delivery。Journal of Retailing,73(3),383-406。  new window
13.Bowen, David E.、Jones, Gareth R.(1986)。Transaction cost analysis of service organization-customer exchange。Academy of Management Review,11(2),428-441。  new window
14.Claycomb, Cindy、Lengnick-Hall, Cynthia A.、Inks, Lawrence W.(2001)。The Customer as a Productive Resource: A Pilot Study and Strategic Implications。Journal of Business Strategies,18(1),47-69。  new window
15.Fitzsimmons, J. A.(1985)。Consumer participation and productivity in service operations。Interfaces,15(3),60-67。  new window
16.Hsieh, A. T.、Chang, W. T.(2004)。The Effect of Consumer Participation on Price Sensitivity。The Journal of Consumer Affairs,38(2),282-296。  new window
17.Keh, H. T.、Teo, C. W.(2001)。Retail customers as partial employees in service provision: A conceptual framework。International Journal of Retail & Distribution Management,29(8),370-378。  new window
18.Mills, P. K.、Moberg, D. J.(1982)。Perspectives on the Technology of Service Operations。Academy of Management Review,7(3),467-478。  new window
19.Lengnick-Hall, Cynthia A.、Claycomb, Vincentia C.、Inks, Lawrence W.(2000)。From recipient to contributor: Examining customer roles and experienced outcomes。European Journal of Marketing,34(3/4),359-383。  new window
20.Larsson, R.、Bowen, D. E.(1989)。Organization and customer: Managing design and coordination of services。Academy of Management Review,14(2),213-233。  new window
21.Ford, R. C.、Heaton, C. P.(2001)。Managing Your Guest as a Quasi-Employee。Cornell Hotel & Restaurant Administration Quarterly,42(2),46-55。  new window
22.Jackson, Susan E.、Schuler, Randall S.(1985)。A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings。Organizational Behavior and Human Decision Processes,36(1),16-78。  new window
23.Singh, Jagdip、Goolsby, Jerry R.、Rhoads, Gary K.(1994)。Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives。Journal of Marketing Research,31(4),558-569。  new window
24.Jackson, Susan E.、Schwab, Richard L.、Schuler, Randall S.(1986)。Toward an understanding of the burnout phenomenon。Journal of Applied Psychology,71(4),630-640。  new window
25.Bitner, M. J.(1995)。Building service relationship: It's all about promises。Journal of the Academy of Marketing Science,23(4),246-251。  new window
26.Reynolds, Kristy E.、Beatty, Sharon E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Journal of Retailing,75(1),11-32。  new window
27.Mills, P. K.、Chase, R. B.、Margulies, N.(1983)。Motivating the client/employee system as a service production strategy。Academy of Management Review,8(2),301-310。  new window
28.Babin, Barry J.、Boles, James S.(1996)。The Effects of Perceived Co-Worker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction。Journal of Retailing,72(1),57-75。  new window
29.Argote, L.(1982)。Input Uncertainty and Organizational Coordination in Hospital Emergency Units。Administrative Science Quarterly,27,420-434。  new window
30.Beatty, S. E.、Mayer, M. L.、Coleman, J. E.、Reynolds, K. E.、Lee, J.(1996)。Customer-sales associate retail relationships。Journal of Retailing,72(3),223-247。  new window
31.Kelley, Scott W.、Donnelly, James H. Jr.、Skinner, Steven J.(1990)。Customer participation in service production and delivery。Journal of Retailing,66(3),315-335。  new window
32.Kerr, Steven、Jermier, John M.(1978)。Substitutes for leadership: Their meaning and measurement。Organizational behavior and human performance,22(3),375-403。  new window
33.Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。  new window
34.Lengnick-Hall, C. A.(1996)。Customer contributions to quality: a different view of the customer-oriented firm。The Academy of Management Review,21(3),791-824。  new window
35.Bitner, Mary Jo、Faranda, William T.、Hubbert, Amy R.、Zeithaml, Valarie A.(1997)。Customer contributions and roles in service delivery。International Journal of Service Industry Management,8(3),193-205。  new window
36.Lovelock, C. H.、Young, R. F.(1979)。Look to consumers to increase productivity。Harvard Business Review,57(3),168-178。  new window
37.Kruml, S. M.、Geddes, D.(2000)。Exploring the dimensions of emotional labor: the heart of Hochschild's work。Management Communication Quarterly,14(1),8-49。  new window
38.Papadopoulou-Bayliss, A.、Ineson, E. M.、Wilkie, D.(2001)。Control and role conflict in food service providers。International Journal of Hospitality Management,20(2),187-199。  new window
39.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
40.Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review,21(4),986-1010。  new window
41.Cermak, Dianne S. P.、File, Karen M.、Prince, Russ A.(1994)。Customer Participation in Service Specification and Delivery。Journal of Applied Business Research,10(2),90-97。  new window
42.Ennew, Christine T.、Binks, Martin R.(1999)。Impact of participative service relationships on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。  new window
43.Kelley, Scott W.、Skinner, Steven J.、Donnelly, James H. Jr.(1992)。Organizational Socialization of Service Customers。Journal of Business Research,25(3),197-214。  new window
44.Kellogg, Deborah L.、Youngdahl, William E.、Bowen, David E.(1997)。On the relationship between customer participation and satisfaction: Two frameworks。International Journal of Service Industry Management,8(3),206-219。  new window
45.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。  new window
46.Behrman, D. H., Perreault, W. D.(1984)。'A Role Stress Model of the Performance and Satisfaction of Industrial Salesperson'。Journal of Marketing,vol.48,no.4,9-21。  new window
47.Broderick, A. J.(1998)。'Role Theory, Role Management and Service Performance'。The Journal of Services Marketing,vol.12,no.5,348-361。  new window
48.Chase, R. B.(1978)。'Where Does a Customer Fit in a Service Operation?'。Harvard Business Review,vol.56,no.6,137-142。  new window
49.Chase, R. B., Tansik, D. A.(1983)。'The Customer Contact Model for Organization Design'。Management Science,vol.49,1037-1050。  new window
50.Chung, B. G., Schneider, B.(2002)。'Serving Multiple Masters: Role Conflict Experienced by Service Employees',。The Journal of Services Marketing,vol.16,no.1,70-87。  new window
51.Deery, S., Iverson, R., Walsh, J.(2002)。'Work Relationships in Telephone Call Centers:Understanding Emotional Exhaustion and Employee Withdrawal'。Journal of Management Studies,vol.39,no.4,471-496。  new window
52.Kickul, J., Liao-Troth, M. A.(2003)。'The Meaning behind the Message: Climate Perceptions and the Psychological Contract'。Mid–American Journal of Business,vol.18,no.2,23-32。  new window
53.Mills, P. K., Morris, J. H.(1986)。'Clients as “Partial” Employees of Service Organizations:Role Development in Client Participation'。Academy of Management Review,vol.11,no.4,726-735。  new window
54.Ojasalo, K.(2003)。'Customer Influence on Service Productivity. S.A.M.'。Advanced Management Journal,vol.68,no.3,14-19。  new window
55.Singh, J.(2000)。'Performance Productivity and Quality of Frontline Employees in Service Organization'。Journal of Marketing,vol.64,no.2,15-34。  new window
56.Tansik, D. A., Smith, W. L.(1991)。'Dimensions of Job Scripting in Service Organizations'。International Journal of Service Industry Management,vol.2,no.1,35-49。  new window
57.Varca, P. E.(1999)。'Work Stress and Customer Service Delivery'。The Journal of Services Marketing,vol.13,no.3,229-241。  new window
58.Wetzels, M., de Ruyter, K., Bloemer, J.(2000)。'Antecedents and Consequences of Role Stress of Retail Sales Persons'。Journal of Retailing and Consumer Services,vol.7,65-75。  new window
研究報告
1.Caplan, R. D.(1975)。Job demands and worker health。Cincinnati。  new window
學位論文
1.Hubbert, Amy R.(1995)。Customer co-creation of service outcomes: Effects of locus of causality attributions(博士論文)。Arizona State University,Tempe, AZ。  new window
2.Bowen, D. E.(1983)。Customers as substitutes for leadership in service organizations: Their role as non-leader sources of guidance and support(博士論文)。Michigan State University。  new window
3.Adelmann, P. K.(1989)。Emotional labor and employee well-being(博士論文)。University of Michigan,Ann Arbor, MI。  new window
圖書
1.Neter, J.、Kutner, M.、Nachtsheim, C. J.、Wasserman, W.(1996)。Applied Linear Statistical Models。Chicago, IL:Richard D. Irwin, Inc.。  new window
2.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
3.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
4.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
5.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
6.Bowen, D. E., Chase, R. B., Cummings, T. G., Associates(1990)。Service Management Effectiveness: Balancing Strategy。Organization and Human Resource, Operations, and Marketing。San Francisco。  new window
圖書論文
1.Adams, J. S.(1976)。The Structure and Dynamics of Behavior in Organizational Boundary Roles。Handbook of Industrial and Organizational Psychology。Rand McNally College Pub. Co.。  new window
2.Bowen, D. E.、Schneider, B.(1988)。Service marketing and management: Implications for organizational behavior。Research in Organizational Behavior。Greenwich:JAI Press。  new window
3.Meuter, M. L.、Bitner, M. L.(1998)。Self-service technologies: extending service frameworks and identifying issues for research。Marketing Theory and Applications \\ Grewal, D. and Pechmann, C. (eds.)。Chicago:IL。  new window
4.Dabhoikar, P. A.(1990)。How to improve perceived service quality by increasing customer participation。Developments in marketing science。Cullowhee, NC:Academy of Marketing Science。  new window
5.Danet, B.(1981)。Client-Organizational Relationships。Handbook of Organizational Design。New York:Oxford University Press。  new window
 
 
 
 
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