臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：內部行銷及其對餐旅服務人員的影響 : 從組織中自我肯定與顧客導向的觀點
書刊名：觀光研究學報
作者：黃品全 引用關係
作者(外文)：Hwang, Pin-chyuan
出版日期：2005
卷期：11:2
頁次：頁89-112
主題關鍵詞：內部行銷；組織中自我肯定；顧客導向；工作滿足；組織承諾；Internal marketing；Organization-based self-esteem；Customer orientation；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(13) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:12
  • 共同引用共同引用:28
  • 點閱點閱:67
本研究援引組織中自我肯定及顧客導向的學理，著眼於個人認知價值之啟迪，探討願景、發展、獎酬的組織服務導向內部行銷作為如何提升餐飲人員在組織中的自我肯定與服務導向價值觀，以及繼之而來的組織承諾和工作滿足。在以臺北國際觀光旅館餐飲人員為對象的336份樣本中，使用結構模式分析工具AMOS 4.0的檢驗後發現，內部行銷對成員的組織中自我肯定、顧客導向具正向的影響，並分別透過組織中自我肯定與顧客導向，對組織承諾及工作滿足產生不同的作用。本結果顯示，此種以內部行銷提升自我概念與服務價值觀的研究思維，不僅能提昇成員的工作滿足及組織承諾，更在於啟迪、內化成員對服務工作的意義與價值。其管理意涵顯示，內部行銷旨在使服務人員成為既有能力且有意願的高涉入員工，而其顧客導向、自我肯定、工作滿足及組織承諾乃內部行銷具體之呈現。
Built on the theories of organization-based self-esteem (OBSE) and customer orientation (CO), internal marketing in this study was conceptualized as the managerial practices that cultivated the value of hospitality employees' self-concept around work. The purpose of this study was to elucidate the mediating role of OBSE and CO in the relation of international marketing to job satisfaction and organizational commitment. By using AMOS as statistical tool, the results of a field invitation of 336 restaurant service employees in international tourist hotels revealed that the internal marketing had positive impacts on employees' OBSE and CO, each of which would then shed different effects on job satisfaction and organizational commitment. The results of this study brought up several managerial implications. Internal marketing implemented by management not only aimed to elevate service workers' job satisfaction and organizational commitment, but also to cultivate their willingness and ability at work. The work values accompanied were CO and OBSE.
期刊論文
1.Kark, R.、Shamir, B.(2004)。A Single-item Graphic Scale for the Measurement of Organizational Identification。Journal of Occupational and Organizational Psychology，77(1)，115-123。  new window
2.Vecchio, R. P.(2000)。Negative Emotion in the Workplace: Employee Jealousy and Envy。International Journal of Stress Management，7(3)，161-179。  new window
3.Thomas, Dan R. E.(1978)。Strategy is different in service businesses。Harvard Business Review，56(4)，158-165。  new window
4.Milkovich, G.、Milkovich, C.(1992)。Strengthening the Pay-performance Relationship: The Research。Compensation and Benefits Review，24(6)，53-62。  new window
5.Ahmed, P. K.、Rafiq, M.、Saad, N. M.(2003)。Internal marketing and the mediating role of organisational competencies。European Journal of Marketing，37(9)，1221-1241。  new window
6.Caruana, Albert、Calleya, Peter(1998)。The Effect of Internal Marketing on Organisational Commitment Among Retail Bank Managers。International Journal of Bank Marketing，16(3)，108-116。  new window
7.Ford, Robert C.、Bowen, John、Bowen, J.、Ford, R. C.(2004)。What Experts Say About Managing Hospitality Service Delivery Systems。International Journal of Contemporary Hospitality Management，16(7)，394-401。  new window
8.黃品全(20041200)。旅館餐飲人員賦能認知與服務導向組織公民行為之關聯--從領導者與成員交換理論的觀點。觀光研究學報，10(4)，19-37。new window  延伸查詢new window
9.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。  new window
10.Babin, B. J.、Boles, J. S.(1998)。Employee behavior in asercive environment: A model and test of potential difference between men and women。Journal of Marketing，62(2)，77-91。  new window
11.Simons, T.、Enz, Cathy A.(1995)。Motivating Hotel Employees: Beyond the Carrot and the Stick。Cornell Hotel and Restaurant Administration Quarterly，36(1)，20-27。  new window
12.Peccei, R.、Rosenthal, P.(2001)。Delivering customer-oriented behavior through empowerment: An empirical test of HRM assumptions。Journal of Management Studies，38(6)，831-857。  new window
13.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
14.Nadler, D. A.、Tushman, M. L.(1980)。A Model for Diagnosing Organizational Behavior。Organizational Dynamics，9(2)，35-51。  new window
15.Korman, A. K.(1970)。Toward an Hypothesis of Work Behavior。Journal of Applied Psychology，54(1)Pt. 1，31-41。  new window
16.Washington, K.、Feinstein, A. H.、Busser, J. A.(2003)。Evaluating the effect of training on perceptions of internal occupational status。International Journal of Hospitality Management，22(3)，243-265。  new window
17.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。  new window
18.Ahmed, Pervaiz K.、Rafiq, Mohammed(2000)。Advances in the Internal Marketing Concept: Definition, Synthesis and Extension。Journal of Services Marketing，14(6)，449-462。  new window
19.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。  new window
20.Gardner, D. G.、Pierce, J. L.(1998)。Self-esteem and self-efficacy within the organizational context: An empirical comparison。Group and Organization Management，23(1)，48-70。  new window
21.Brown, T. J.、Mowen, J. C.、Donavan, D. T.、Licata, J. W.(2002)。The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings。Journal of Marketing Research，39(1)，110-119。  new window
22.MacCallum, R. C.(1986)。Specification searches in covariance structure modeling。Psychological Bulletin，100(1)，107-120。  new window
23.Foreman, Susan K.、Money, Arthur H.(1995)。Internal marketing: Concepts, measurement and application。Journal of Marketing Management，11(8)，755-768。  new window
24.Lewis, R. C.(1989)。Hospitality marketing: The internal approach。The Cornell Hotel and Restaurant Administration Quarterly，30(3)，40-45。  new window
25.Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking，3(3)，24-25。  new window
26.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。  new window
27.Eisenberger, Robert、Armeli, Stephen、Rexwinkel, Barbara、Lynch, Patrick D.、Rhoades, Linda(2001)。Reciprocation of perceived organizational support。Journal of Applied Psychology，86(1)，42-51。  new window
28.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
29.Berry, L. L.、Conant, J. S.、Parasuraman, A.(1991)。A Framework for Conducting a Services Marketing Audit。Journal of the Academy of Marketing Science，19(3)，255-268。  new window
30.Saxe, Robert、Weitz, Barton A.(1982)。The SOCO scale: A measure of the customer orientation of salespeople。Journal of Marketing Research，19(3)，343-351。  new window
31.Korman, A. K.(1966)。Self-esteem variable in vocational choice。Journal of Applied Psychology，50(6)，479-486。  new window
32.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
33.Peccei, R.、Rosenthal, P.(1997)。The Antecedents of Employee Commitment to Customer Service: Evidence from a UK。The International Journal of Human Resource Management，8(1)，66-86。  new window
34.黃品全(20031000)。顧客接觸人員與上司、同事關係對賦能及服務工作之影響--社會交換的觀點。管理評論，22(4)，57-80。new window  延伸查詢new window
35.Bentler, Paul M.、Chou, Chih-ping(1987)。Practical Issues in Structural Modeling。Sociological Methods and Research，16(1)，78-117。  new window
36.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
37.Narver, John C.、Slater, Stanley F.(1990)。The Effect of a Market Orientation on Business Profitability。Journal of Marketing，54(4)，20-35。  new window
38.Korman, Abraham K.(1976)。Hypothesis of Work Behavior Revisited and an Extension。The Academy of Management Review，1(1)，50-63。  new window
39.Pierce, Jon L.、Gardner, Donald G.、Cummings, Larry L.、Dunham, Randall B.(1989)。Organization-based self-esteem: Construct definition, measurement, and validation。The Academy of Management Journal，32(3)，622-648。  new window
40.Chatman, Jennifer A.(1989)。Improving interactional organizational research: A model of person-organization fit。Academy of Management Review，14(3)，333-349。  new window
41.Gardner, Donald G.、Pierce, Jon L.(2004)。Self-esteem within the Work and Organizational Context: A Review of the Organization-based Self-esteem Literature。Journal of Management，30(5)，591-622。  new window
42.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
43.Settoon, Randall P.、Bennett, Nathan、Liden, Robert C.(1996)。Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity。Journal of Applied Psychology，81(3)，219-227。  new window
44.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
45.Enz, C. A.、Fulford, M. D.(1995)。The Impact of Empowerment on Service Employees。Journal of Managerial Issues，7(2)，161-175。  new window
46.Gardner, D. G.、Pierce, J. L.(2001)。Self-esteem and Self-efficacy within the Organizational Context: A Replication。Journal of Management Systems，13(4)，31-48。  new window
47.Van Dyne, Linn、Gardner, Donald G.、Pierce, Jon L.(2004)。The Effects of Pay Level on Organization-based Self-esteem and Performance: A Field Study。Journal of Occupational and Organizational Psychology，77(3)，307-322。  new window
48.Holtom, Brooks C.、Lee, Thomas W.、Tidd, Simon T.(2002)。The Relationship between Work Status Congruence and Work-related Attitudes and Behaviors。Journal of Applied Psychology，87(5)，903-915。  new window
49.Pelham, Brett W.、Swann, William B., Jr.(1989)。From Self-conceptions to Self-worth: On the Sources and Structure of Global Self-esteem。Journal of Personality and Social Psychology，57(4)，672-680。  new window
50.Korman, A. K.(1971)。Organizational Achievement, Aggression and Creativity: Some Suggestions Toward an Integrated Theory。Organizational Behavior and Human Performance，6(5)，593-613。  new window
51.Rosenthal, Patrice、Peccei, Riccardo(2000)。Front-line Responses to Customer Orientation Programmes: A Theoretical and Empirical Analysis。The International Journal of Human Resource Management，11(3)，562-590。  new window
52.Lawler, Edward E., III(2003)。Reward Practices and Performance Management System Effectiveness。Organizational Dynamics，32(4)，396-404。  new window
53.Relyea, Clint、Fuller, J. Bryan、Hester, Kim、Barnett, Tim(2003)。A Social Identity Perspective on the Relationship between Perceived Organizational Support and Organizational Commitment。The Journal of Social Psychology，143(6)，789-791。  new window
54.Weaver, Timothy(1988)。Theory M: Motivating with Money。Cornell Hotel and Restaurant Administration Quarterly，29(3)，40-45。  new window
55.Lee, Jaewon、Lee, J.(2003)。An Analysis of the Antecedents of Organization-based Self-esteem in Two Korean Banks。The International Journal of Human Resource Management，14(6)，1046-1066。  new window
研究報告
1.Kark, R.、Shamir, B.(2002)。Untangling the Relationships between Transformational Leadership and Followers' Identification, Dependence and Empowerment。Ann Arbor, MI：University of Michigan。  new window
2.Bowden, T.(2002)。An Investigation Into Psychological Predictors of Work Family Conflict and Turnover Intention in an Organizational Context。London, UK：University of Kent。  new window
圖書
1.Baum, Tom(1995)。Managing Human Resources in the European Tourism and Hospitality Industry: A Strategic Approach。Managing Human Resources in the European Tourism and Hospitality Industry: A Strategic Approach。London, UK：Chapman & Hall。  new window
2.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
3.Kelloway, E. K.(1998)。Using LISREL for Structural Equation Modeling。Sage。  new window
4.Bandura, A.、Wessels, S.(1997)。Self-efficacy: The exercise of self-control。New York：Freeman。  new window
5.Baumeister, R. F.(1999)。The Self in Social Psychology。The Self in Social Psychology。Philadelphia, PA。  new window
6.Robbins, Stephen P.(2003)。The Truth about Managing People and Nothing but the Truth。The Truth about Managing People and Nothing but the Truth。New York, NY：Prentice Hall。  new window
圖書論文
1.Rosenberg, M.(1965)。Society And the Adolescent Self-image。The Self。San Francisco：McGraw Hill。  new window
2.Grönroos, Christian(1981)。Internal marketing: An integral part of marketing theory。Marketing of services。Chicago, Illinois：American Marketing Association。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：995（臺灣：984，外國：11） ／ 本年度總使用人次：1855660 ／ 訪客人次（自102年09月）：67672397
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上