餐飲連鎖業內部行銷對員工組織公民行為影響之探討__臺灣人文及社會科學引文索引資料庫

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
摘要
外文摘要
引文資料

題名：	餐飲連鎖業內部行銷對員工組織公民行為影響之探討
書刊名：	中小企業發展季刊
作者：	周聰佑／陳彥廷
作者(外文)：	Chou, Tsung-yu／Chen, Yen-ting
出版日期：	2009
卷期：	11
頁次：	頁141-168
主題關鍵詞：	內部行銷；組織承諾；工作滿意；組織公民行為；Internal marketing；Organizational commitment；Job satisfaction；Organizational citizenship behaviors
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:2 共同引用:149 點閱:36

早年日式料理餐廳多屬單店經營，且具有地域性，但近年來鑑於經營成本的提高與利潤減少之現象，高價日式料理餐廳或是日式創作料理餐廳已開始利用連鎖經營方式進行市場擴張，追求規模經濟以降低各項營運成本。而為了突破目前的價格競爭市場，日式餐廳更是利用各項創作料理方式迎合消費者需求與增加利潤。現今組織必須面對著變化頻繁且競爭壓力巨大的內在與外在環境，組織更需要藉由員工具備組織公民行為來補足組織規範與工作分配之不足，以強化企業整體之競爭力。因此，如何藉由內部行銷貫徹公司政策、如何藉由組織公民行為培養員工之自主與創新能力，以達到公司持續創新的企業目標能力將是不可或缺的重要工作。本研究藉由文獻回顧確立研究架構後，以結構方程模式進行架構驗證與關係確立。並利用問卷調查蒐集資料，研究對象為日式和風創作料理連鎖店員工，共得242 份有效問卷。研究結果顯示，不同的員工個人特質對研究變項多有差異性的認知；其次，藉由內部行銷的執行，將可提升員工工作滿意度與組織承諾；再者，內部行銷將藉由組織承諾為中介變數影響員工組織公民行為；最後，根據本研究結果，將就學術與實務兩方面提供具體建議。

以文找文

In recent years, the development of service industry is rapid and the business volume of service is rising year by year in Taiwan. The service market is getting into a severe competition. Japanese restaurant is a unique category in service industry, the competition is drastic. Most high-level Japanese restaurants are operated regionally with a single store in early years. Nowadays, Japanese restaurants try to expand market shares by running business in chain store form to reduce cost and increase profits. The operation of chain store can reach the large-scale production in terms of economic efficiency. Furthermore, in order to survive in low-price competitive environment, high-price Japanese restaurants would refine with innovation to provide new products for meeting customers’ requirements. Thus, it is necessary for an organization to ensure that its employees understand and perform organizational citizenship behaviors (OCB), which is critical to the purpose of increasing competitive advantage. The objective of this study is to construct a research model and verify it to provide suggestions for chain store Japanese restaurants in Taiwan. This study examines the relationships among internal marketing, employees’ attitudes (organizational commitment and job satisfaction) and OCB; and, tests the indirect effect between OCB and internal marketing. Moreover, this study tries to explore cognition difference among employees affected by their characteristics. Sampling from 400 employees who are currently working with a chain store Japanese restaurant, 242 returned questionnaires were valid. Those respondents tell that internal marketing has positive influence on employees’ organizational commitment (OC) and job satisfaction. The impact of internal marketing on employees’ organizational commitment is stronger than on job satisfaction. Also, the result shows that there are significant cognition differences among employees. Finally, an indirect effect is found between internal marketing and OCB which is mediated by OC. The results are not only corresponding with previous research, but also provide better insights into the contemporary management style for chain store Japanese restaurants. In the end, this study will come out some suggestions in either academic or practical aspect.

以文找文

期刊論文
1.	Berry, L. L.、Conant, J. S.、Parasuraman, A.(1991)。A Framework for Conducting A Service Marketing Audit。Journal of the Academy of Marketing Science，19(3)，255-268。
2.	Ahmed, P. K.、Rafiq, M.、Saad, N. M.(2003)。Internal Marketing and Mediating Role of Organizational Competencies。European Journal of Marketing，37(9)，1221-1242。
3.	Podsakoff, P. M.、MacKenzie, S. B.(1994)。Organizational citizenship behavior and sales unit effectiveness。Journal of Marketing Research，3，351-363。
4.	Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing，68(1)，128-146。
5.	Farrell, D.、Rusbult, C. E.(1981)。Exchange Variable as Predictors of Job Satisfaction, Job Commitment and Turnover: The Impact of Reward, Costs, Alternatives and Investment。Organizational Behavior and Human Performance，28，120-126。
6.	Robinson, S. L.、Morrison, E. W.(1995)。Psychological Contracts and Organizational Citizenship Behavior: The Effects of Unfulfilled Obligations on Civic Virtue Behavior。Journal of Organizational Behavior，16(3)，289-298。
7.	Jaramillo, F.、Mulki, J. P.、Marshall, G. W.(2005)。A Meta-analysis of the Relationship between Organizational Commitment and Salesperson Job Performance: 25 Years of Research。Journal of Business Research，58(6)，705-725。
8.	Tansuhaj, P.、Randall, D.、McCullough, J.(1988)。A services marketing management model: Integrating internal and external marketing functions。Journal of Services Marketing，2(1)，31-38。
9.	Rafiq, M.、Ahmed, P. K.(1993)。The scope of internal marketing: Definition the boundary between marketing and human resource management。Journal of Marketing Management，9(3)，219-232。
10.	Kalleberg, Arne L.(2000)。Nonstandard Employment Relations: Part-time, Temporary and Contract Work。Annual Review of Sociology，26，341-365。
11.	Bussing, Andre、Bissels, Thomas、Fuchs, Vera、Perrari, Klaus M.(1999)。A dynamic model of work satisfaction: Qualitative approaches。Human Relations，52(8)，999-1028。
12.	Tansuhaj, Patriya S.、Randall, Donna、McCullough, Jim(1991)。Applying the internal marketing concept within large organizations: As applied to a credit union。Journal of Professional Services Marketing，6(2)，193-203。
13.	Piercy, N.、Morgan, N.(1991)。Internal marketing: The missing half of the marketing program。Long Range Planning，24(2)，82-93。
14.	張景盛、張心馨(20071200)。Effects of Internal Marketing on Nurse Job Satisfaction and Organizational Commitment: Example of Medical Centers in Southern Taiwan。The Journal of Nursing Research，15(4)，265-274。
15.	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。延伸查詢
16.	Bateman, T. S.、Strasser, S.(1984)。A longitudinal analysis of the antecedents of organizational commitment。Academy of Management Journal，27(1)，95-112。
17.	O'Reilly, C. A. III、Chatman, J. A.(1986)。Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior。Journal of Applied Psychology，71(3)，492-499。
18.	Arnett, D. B.、Laverie, D. A.、McLane, C.(2002)。Using job satisfaction and pride as internal-marketing tools。Cornell Hotel and Restaurant Administration Quarterly，43(2)，87-96。
19.	Bansal, Harvir S.、Irving, P. Gregory、Taylor, Shirley F.(2004)。A three-component model of customer commitment to service providers。Journal of the Academy of Marketing Science，32(3)，234-250。
20.	Adams, J. Stacy(1963)。Toward an Understanding of Inequity。Journal of Abnormal and Social Psychology，67(5)，422-436。
21.	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。
22.	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。
23.	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。
24.	Tepper, B. J.、Taylor, E. C.(2003)。Relationships among Supervisors' and Subordinates' Procedural Justice Perceptions and Organizational Citizenship Behaviors。Academy of Management Journal，46(1)，97-105。
25.	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。
26.	Moorman, Robert H.(1991)。Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?。Journal of Applied Psychology，76(6)，845-855。
27.	沈進成、楊琬琪、郭振生(20060300)。內部行銷、組織承諾、工作滿意與學校效能影響關係之研究--以臺南地區國民小學為例。人力資源管理學報，6(1)，47-74。延伸查詢
28.	Kelman, Herbert C.(1958)。Compliance, identification, and internalization three processes of attitude change。Journal of Conflict Resolution，2(1)，51-60。
29.	Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior，12(1)，43-72。
30.	Porter, Lyman W.、Mowday, Richard T.、Steers, Richard M.(1979)。The measurement of organizational commitment。Journal of Vocational Behavior，14(2)，224-247。
31.	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。
32.	Farh, Jiing-Lih、Earley, P. Christopher、Lin, Shu-Chi(1997)。Impetus for Action: A Cultural Analysis of Justice and Organizational Citizenship Behavior in Chinese Society。Administrative Science Quarterly，42(3)，421-444。
33.	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。
34.	Beugre, C. D.(1998)。Implementing Business Process Reengineering: The Role of Organizational Justice。The Journal of Applied Behavioral Science，347-360。
35.	Chang, T. Y.、Liao, S. C.、Lee H. Y.(2006)。The Relationship among the Internal Service Quality, Organizational Commitment, and Organizational Citizenship Behavior。Journal of Hospitality and Home Economics，3，169-186。
36.	Kim, W. G.、Leong, J. K.、Lee, Y. K.(2005)。Effects of Service Orientation on Job Satisfaction, Organizational Commitment, and Intention of Leaving in a Casual Dining Chain Restaurant。International of Hospitality Management，24，171-193。
37.	Konovsky, M. A.、Pugh, S. D.(1994)。Citizenship and Social Exchange。Academy of Management Journal，37，656-669。
38.	Niehoff, B. P.、Moorman, R. H.(1993)。Fairness in Performance Monitoring: The Role of Justice in Mediating the Relationship between Monitoring and Organizational Citizenship Behavior。Academy of Management Journal，36，527-556。
39.	Price M.(2002)。Job Satisfaction of Registered Nurses Working in an Acute Hospital。British Journal of Nursing，11(4)，275-280。
40.	Thomas, D. R. E.(1978)。Strategy Is Different in Service Industries。Harvard Business Review，56(4)，158-165。
41.	Warr P.、Cook J.、Wall T.(1979)。Scales for the Measurement of Come Work Attitudes and Aspects of Psychological Well-Being。Journal of Occupational Psychology，52，129-148。

會議論文
1.	黃芳銘(2004)。〈結構方程模式整體適配度評鑑議題之探究〉。臺北。延伸查詢
2.	Dossett, D. L.、Suszko, M.(1990)。Re-examining the causal direction of job satisfaction and organizational commitment。The annual meeting of Society for Industrial and Organizational Psychology。Miami, Florida。
3.	Williams, L. J.、Anderson, S. E.(1992)。An Alternative Approach to Method Effects Using Latent Variable Models: Applications in Organizational Behavior Research。Nev.。

圖書
1.	高秋英(1999)。餐飲管理：理論與實務。台北：揚智文化。延伸查詢
2.	Kreitner, Robert、Kinicki, Angelo(2001)。Organizational Behavior。New York, NY：McGraw-Hill。
3.	Hatcher, L.(1994)。A step-by-step approach to use the SAS system for factor analysis and structural equation modeling。SAS Institute。
4.	Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。
5.	Gibson, J. L.、Ivancevich, J. M.、Donnelly, J. H.(2000)。Organizations: Behavior, Structure, Process。McGraw Hill Company。
6.	Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。
7.	Smith, Patricia C.、Kendall, Lorne M.、Hulin, Charles L.(1969)。The measurement of satisfaction in work and retirement: A strategy for the study of attitudes。Rand McNally & Company。
8.	Weiss, D. J.、Dawis, R. V.、England, G. W.、Lofquist, L. H.(1967)。Manual for the Minnesota Satisfaction Questionnaire。Minneapolis：Industrial Relations Center, University of Minnesota。
9.	Johnson, Eugenhe M.、Scheuing, Ebehard E.、Gaida, Kathleen A.(1986)。Profitable Service Marketing。Homewood, IL：Dow-Jones Irwin。
10.	Hoppock, Robert(1935)。Job satisfaction。Harper。
11.	Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。
12.	Porter, Lyman W.、Lawler, Edward E. III(1968)。Managerial attitudes and performance。Homewood, Illinois：Richard D. Irwin Publisher。
13.	Johnson, E. M.、Daniel T. S.(1985)。The Impact of Cross Selling on The Service Encounter in Retail Banking in the Service Encounter \\ John A. Czepiel ; Carol E. Suprenant (eds.)。Lexington, A。

其他
1.	(2007)，http://61.60.106.82/pxweb/Dialog/statfile9L.asp。
2.	主計處(2007)，http://www.stat.gov.tw。
3.	經濟部統計處(2007)，http://2k3dmz2.moea.gov.tw/gnweb/。

圖書論文
1.	Grönroos, Christian(1981)。Internal marketing: An integral part of marketing theory。Marketing of services。Chicago, Illinois：American Marketing Association。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	公部門心理契約的認識與展開
2.	組織公民行為、組織承諾與組織公平關係之研究：結合統合分析與結構方程模式
3.	後新冠肺炎(COVID-19)時代，郵輪產業美容美體SPA館主管不同之轉換型領導，對人格特質與組織承諾對其調節效果研究
4.	組織聲譽、企業社會責任、組織承諾、組織公平對組織公民行為影響之研究
5.	五星級旅館員工投入、工作滿意度與組織承諾之相關研究--以內部行銷為干擾變數
6.	董事及高階管理者超額薪酬對員工薪酬之影響︰執行長權力調節效果之探討
7.	從工作壓力調節到建立價值觀--促進觀光旅館個人與組織效能
8.	以內部行銷觀點探討運動健身俱樂部員工服務導向、主觀幸福感和工作滿意
9.	Influence of Hotel Career Management on Employee Motivation and Career Commitment
10.	志願役士兵對工作滿意、組織承諾與離職傾向差異--以南部地區志願役士兵為例
11.	國軍地域加給之研究
12.	內部行銷對警察人員組織承諾影響之研究--以警政署署長室臉書粉絲專頁為例
13.	學校行銷與學校效能關聯之探討：採後設分析結合結構方程模式之驗證
14.	高中職學生審議信念對組織公民行為的影響：以組織承諾為中介變項
15.	組織變革對工作滿意、組織承諾、組織績效影響之研究--以桃園機場公司為例

1.	彰化縣教保服務人員知覺園長轉換型領導、組織承諾、工作滿意與工作績效之關係研究
2.	轉型領導、組織承諾、主管支持對員工組織公民行為影響之研究－分配公平的調節式中介效果
3.	旅行業業務人員市場導向、角色壓力與組織公民行為之關係-兼論內部行銷之調節效果
4.	教師工作投入與工作滿意、組織承諾之後設分析
5.	跨層次觀點下家長式領導、倫理氣候、組織承諾與組織公民行為關係之研究
6.	國民中學教師自我調節學習、驚輸、工作投入與組織公民行為關係之研究-以工作投入為中介變項
7.	技術型高中學校內部行銷與關係行銷對學生關係品質之跨層次影響研究
8.	公立高級中等學校年金改革後教師知覺組織承諾、工作滿意度與工作績效之關係研究
9.	大學教師使用社群媒體行為態度、主觀規範、知覺行為控制對行為意圖影響之研究
10.	國民小學校長轉型領導行為、教師工作投入及組織承諾與學校效能關係之研究
11.	高級中等學校內部行銷、工作滿足與組織承諾關係之研究
12.	大專校院行政主管心靈領導與行政效能關係之研究─以行政人員工作活力與幸褔感為中介變項
13.	國小校長學習領導、學校組織學習與學校效能關係之研究
14.	知覺組織支持對離職傾向之影響－工作滿足的中介效果與工作投入的調節式中介效果
15.	國民小學內部行銷、教師工作投入與學校效能關係之研究

1.	校長正向領導：理念、研究與實踐
2.	國民小學參與專業發展評鑑之教師其教學效能、創新教學、組織公民行為與學校效能關係之研究
3.	華人企業組織中的忠誠
4.	組織忠誠、組織承諾、及組織公民行為
5.	工作動機
6.	台灣的組織行為研究 : 過去、現在及未來

無相關著作

無相關點閱

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫