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題名：顧客參與對服務人員工作產出影響之研究
書刊名：國立臺中技術學院學報
作者：鄭瑞昌 引用關係／顏昌華 引用關係／李芸婷
作者(外文)：Cheng, Jui-chang／Yen, Chang-hua／Lee, Yun-ting
出版日期：2010
卷期：14
頁次：頁43-58
主題關鍵詞：顧客參與；工作績效；工作滿意度；組織承諾；Customer participation；Job performance；Job satisfaction；Organizational commitment
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:78
期刊論文
1.Buchanan, B.(1974)。Building organizational commitment: The socialization of managers in work organizations。Administrative Science Quarterly，19，533-546。  new window
2.Eisenberger, R.、Fasolo, P.、Davis-LaMastro, V.(1990)。Perceived Organizational Support and Employee Diligence, Commitment, and Innovation。Journal of Applied Psychology，75(1)，51-59。  new window
3.Allen, N. J.、Meyer, J. P.(1990)。The measurement and antecedents of affective, continuance and normative commitment to the organization。Journal of Occupational Psychology，63(1)，1-18。  new window
4.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
5.Morris, J. H.、Sherman, J. D.(1981)。Generalizability of organizational commitment model。Academy of Management Journal，24(3)，290-302。  new window
6.Argote, T.(1982)。Input Uncertainty and Organizational Coordination in Hospital Emergency Units。Administrative Science Quarterly，27(3)，420-434。  new window
7.Bowen, D. E.、Jones, G.R.(1986)。Transaction Cost Analysis of Service Organization-Customer Exchange。Academy of Management Review，11(2)，428-441。  new window
8.Bowen, J.、Ford, R. C.(2002)。Managing Service Organizations: Does Having a "Thing" Make a Difference。Journal of Management，28(3)，447-469。  new window
9.Chase, R. B.、Tansik, D. A.(1983)。The Customer Contact Model for Organization Design。Management Science，49，1037-1050。  new window
10.Churchill, G. A.,、Ford, N. M.、Walker, O. C.(1974)。Measuring the Job Satisfaction of Industrial Salesmen。Journal of Marketing Research，11，254-260。  new window
11.Claycomb, C.,、Lengnick-Hall, C. A.、Inks, L.W(2001)。The Customer as a Productive Resource: A Pilot Study and Strategic Implications。Journal of Business Strategies，18(1)，47-68。  new window
12.Eisingerich, Andreas B.、Bell, Simon J.(2006)。Relationship Marketing in the Financial Services Industry: The Importance of Customer Education, Participation and Problem Management for Customer Loyalty。Journal of Financial Services Marketing，10(4)，86-97。  new window
13.Evans, K. R.,、Stan, S.、Murray, L.(2008)。The Customer Socialization Paradox: The Mixed Effects of Communicating Customer Role Expectations。Journal of Services Marketing，22(3)，213-223。  new window
14.Hartline, M. D.、Ferrell, O. C.(1996)。The Management of Service Employees: An Empirical Investigation。Journal of Marketing，60，50-70。  new window
15.Johlke, M. C.、Duhan, D. F.(2000)。Supervisor Communication Practices and Service Employee Job Outcomes。Journal of Service Research，3(2)，154-165。  new window
16.Sergeant, A.、Frenkel, S.(2000)。When do customer contact employees satisfy customers?。Journal of Service Research，3(1)，18-34。  new window
17.Wiesenfeld, B. M.、Raghuram, S.、Garud, R.(2001)。Organizational Identification among Virtual Workers: The Role of Need for Affiliation and Perceived Work-Based Social Support。Journal of Management，27，213-229。  new window
18.Youngdahl, W. E.、Kellogg, D. L.(1997)。The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective。Journal of Operation Management，15(1)，19-32。  new window
19.Chase, R. B.(1978)。Where Does a Customer Fit in a Service Operation?。Harvard Business Review，56(6)，137-142。  new window
20.Campbell, J. P.(1990)。Modeling job performance in a population of jobs。Personnel Psychology，43(2)，313-333。  new window
21.Shore, L. M.、Tetrick, L. E.(1991)。A Construct Validity Study of the Survey of Perceived Organizational Support。Journal of Applied Psychology，76(5)，637-643。  new window
22.Mills, P. K.、Morris, J. H.(1986)。Client as "partial" employees of service organization: Role development in client participation。Academy of Management Review，11(4)，726-735。  new window
23.Bateson, J. E. G.(1985)。Self-Service Consumer: An Exploratory Study。Journal of Retailing，61(3)，49-76。  new window
24.Jones, P.(1990)。Managing foodservice productivity in the long term: Strategy, structure and performance。International Journal of Hospitality Management，9(2)，143-154。  new window
25.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
26.Namasivayam, K.(2003)。The consumer as transient employee: Consumer satisfaction through the lens of job-performance models。International Journal of Service Industry Management，14(4)，420-435。  new window
27.Yen, H. J.、Gwinner, K. P.、Su, W.(2004)。The impact of customer participation and service expectations on locus attributions following service failure。International Journal of Service Industry Management，15(1)，7-26。  new window
28.Mills, P. K.、Moberg, D. J.(1982)。Perspectives on the Technology of Service Operations。Academy of Management Review，7(3)，467-478。  new window
29.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
30.Healy, Paul M.、Palepu, Krishna G.、Ruback, Richard S.(1992)。Does Corporate Performance Improve after Mergers?。Journal of Financial Economics，31(2)，135-175。  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.Kushman, James W.(1992)。The Organizational Dynamics of Teacher Workplace Commitment: A Study of Urban Elementary and Middle Schools。Educational Administration quarterly，28(1)，5-42。  new window
34.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
35.Whitener, E. M.(2001)。Do 'high commitment' human resource practices affect employee commitment? A cross-level analysis using hierarchical linear modeling。Journal of Management，27(5)，515-535。  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.Grant, Robert M.(1996)。Prospering in Dynamically-Competitive Environments: Organizational Capability as Knowledge Integration。Organization Science，7(4)，375-387。  new window
38.Yoon, Mahn Hee、Seo, Jai Hyun、Yoon, Tae Seog(2004)。Effects of contact employee supports on critical employee responses and customer service evaluation。The Journal of Services Marketing，18(5)，395-412。  new window
39.Dong, Beibei、Evans, Kenneth R.、Zou, Shaoming(2008)。The effects of customer participation in co-created service recovery。Journal of the Academy of Marketing Science，36(1)，123-137。  new window
40.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
41.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
42.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
43.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
44.Amihud, Yakov、Lev, Baruch(1981)。Risk Reduction as a Managerial Motive for Conglomerate Mergers。Bell Journal of Economics，12(2)，605-617。  new window
45.Angle, H. L.、Perry, J. L.(1981)。An empirical Assessment of Organizational Commitment and Organizational Effectiveness。Administrative Science Quarterly，26，1-14。  new window
46.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
47.Meyer, John P.、Allen, Natalie Jean(1991)。A Three Component Conceptualization of Organization Commitment。Human Resource Management Review，1(1)，61-89。  new window
48.Ennew, C. T.,、Binks, M. R.(1996)。Good and bad customers: The benefits of participating in banking relationship。International Journal of Bank Marketing，14(2)，5-13。  new window
49.Karatepe, O. M.,、Tekinus, M.(2006)。The effects of work-family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front-line employees。The International Journal of Bank Marketing，24(3)，173-193。  new window
50.Bettencourt, Lance A.,(1997)。Customers Voluntary Performance: Customers as Partners in Service Delivery。Journal of Retailing，73(3)，383-406。  new window
51.Fitzsimmons, James A.,(1985)。Consumer Participation and Productivity in Service Operations。Interfaces，15(3)，60-67。  new window
52.Larsson, Rikard、David E. Bowen(1989)。Organization and Customer: Managing Design and Coordination of Services。Academy of Management Review，14(2)，213-233。  new window
53.Reynolds, K. E.、Beatty, B. E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Joural of Retailing，75(1)，11-32。  new window
54.Dutton, J. E.、Dukerich, J. M.、Harquail, C. V.(1994)。Organizational Images and Member Identification。Administrative Science-Quarterly，39(2)，239-263。  new window
55.Kellogg, D. L.、Youngdahl, W. E.、Bowen, D. E.(1997)。On the Relationship between customer participation and satisfaction: Two frameworks。International Journal of Service Industry Management，8(3)，206-219。  new window
56.Bowen, D.E.(1986)。Managing customers as human resources in service organizations。Human Resource Management，25(3)，371-383。  new window
57.Fornell, C.、Larcker, D.(1981)。Evaluating structure equations models with unobservable variables and measurement error。Journal of Marketing Research，18(1)，39-50。  new window
58.Kim, S. W.(2000)。Behavioral Commitment among the Automobile Workers in South Korea。Human Management Resource Review，9(4)，419-451。  new window
59.Kelley, S.W.、Skinner, S.J.、Donnelly, J.H. Jr.(1992)。Organizational Socialization of Service Customers。Journal of Business Research，25(3)，197-214。  new window
60.Karatepe, O. M.、Uludag,0.、Menevis, I.、Hadzimehmedagic, L.、Baddar, L.(2006)。The effects of selected individual characteristics on frontline employee performance and job satisfaction。Tourism Management，27(4)，547-560。  new window
學位論文
1.蕭惠元(1996)。購併活動對股價行為與會計資訊之影響－以臺灣上市公司為例，0。  延伸查詢new window
2.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
3.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
圖書
1.Nunnally, J. C.(1978)。Psychometric Theory。New York, NY：McGraw-Hill。  new window
2.Locke, E. A.(1976)。The Nature and Causes of Job Satisfaction。Handbook of Industrial and Organizational Psychology。Chicago, IL：Rand McNally。  new window
3.Hoppock, R.(1935)。Job Satisfaction。New York：Harper and Row。  new window
4.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
5.Neter, J.、Kutner, M.、Nachtsheim, C. J.、Wasserman, W.(1996)。Applied Linear Statistical Models。Chicago, IL：Richard D. Irwin, Inc.。  new window
6.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。  new window
7.Schermerhorn, John R. Jr.(1989)。Management for Productivity。John Wiley & Sons。  new window
8.Katz, Daniel、Kahn, Robert L.(1978)。The Social Psychology of Organizations。Wiley：Oxford University Press。  new window
9.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
10.Porter, Lyman W.、Lawler, Edward E. III(1968)。Managerial attitudes and performance。Homewood, Illinois：Richard D. Irwin Publisher。  new window
圖書論文
1.Bowen, D. E.、Schneider, B.(1988)。Service marketing and management: Implications for organizational behavior。Research in Organizational Behavior。Greenwich：JAI Press。  new window
2.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
3.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
4.Rodie, A. Risch、Kleine, Susan Schultz(2000)。Customer participation in services production and delivery。Handbook of Services Marketing and Management。Sage Publications。  new window
5.Danet, B.(1981)。Client-Organizational Relationships。Handbook of Organizational Design。New York：Oxford University Press。  new window
 
 
 
 
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