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：Relationship between Service Climate and Service Performance--The Mediating Effect of Employee Engagement
書刊名：企業管理學報
作者：田文彬 引用關係／邱彥婷 引用關係／鄭啟均／Hofer Katharina Maria
作者(外文)：Tien, Wen-pin／Chiu, Helena Yen-ting／Cheng, Colin
出版日期：2014
卷期：103
頁次：頁49-61
主題關鍵詞：服務氣候；員工認同；服務績效；Service climate；Employee engagement；Service performance
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:38
本研究從資源基礎理論的觀點出發，探討組織服務氣候和第一線員工服務績效之間的關連性，以補足組織服務品質管理的缺口。並以員工認同為中介變數，探討服務業第一線員工對認同的不同程度，在組織服務氣候對員工服務績效表現之比較。針對國內兩家績效卓越的零售服務業公司進行抽樣調查，共計回收772份有效問卷。得到實證研究結果有以下三項：（1）組織的服務氣候會正向影響第一線員工的認同（2）當第一線員工對組織其有高度認同時，會正向影響組織的服務績效（3）員工認同對於服務氣候與服務績效之間，具有中介效果。最後，本研究提出其體結論與管理意涵，提供服務業公司提升第一線員工服務績效之參考依據。
This study sets out to investigate how a firm's service climate affects frontline employees' performance, and it is based on the resource-based theory. Moreover, this study does further research on the comparison of employees' different levels of engagement affecting the results of the relationship between service climate and employees' service performance. In other words, the employee engagement is taken as mediator in this study. The objects under investigation are the companies with excellent service performance including two retailing companies. 772 valid questionnaires were retrieved. The results of the study show that: (1) An organization's service climate has a positive effect on frontline employees' engagement. (2) Frontline employees with a higher degree of employee engagement will perform better. (3) Employee engagement mediates the relationship between service climate and service performance. In the end, this study also presents conclusions and managerial implications providing service companies with some effective ways to enhance their frontline employees' service performance.
期刊論文
1.Lowendahl, B.、Revang, O.(1998)。Challenges to Existing Strategy Theory in A Postindustrial Society。Strategic Management Journal，19，755-773。  new window
2.Kaplan, Bonnie、Duchon, Dennis(1988)。Combining qualitative and quantitative methods in information systems research: A case study。MIS Quarterly，12(4)，571-586。  new window
3.Ali, Hussain、Azim(2013)。Organizational Investment in Social Capital (OISC) and Employee Job Performance: Moderation by Employee Job Engagement。International Review of Management and Business Research，2(1)，250-257。  new window
4.Anand, P.(2011)。Case Study on Employee Engagement and Performance Appraisal: ITC Maurya。Review of Management，1(2)，83-88。  new window
5.Beitelspacher, L. S.、Richey, R. G.、Reynolds, K. E.(2011)。Exploring a new perspective on service efficiency: service culture in retail organizations。International Journal of Contemporary Hospitality Management，23(5)，592-607。  new window
6.Grizzle, J. W.、Zablah, A. R.、Brown, T. J.、Mowen, J. C.(2009)。Employee customer orientation in context: how the environment moderates the influence of customer orientation on performance outcomes。Journal of Applied Psychology，94，1227-1242。  new window
7.He, Y.、Li, W.、Lai, K. K.(2011)。Service climate, employee commitment and customer satisfaction。International Journal of Contemporary Hospitality Management，23(5)，592-607。  new window
8.Karatepe, O. M.、Yorganci, I.、Haktanir, M.(2009)。Outcomes of customer verbal aggression among hotel employees。International Journal of Contemporary Hospitality Management，21(6)，713-733。  new window
9.Ram, P.、Bhargavi, G. S.、Prabhakar, G. V.(2011)。Work Environment, Service Climate, and Customer Satisfaction: Examining Theoretical and Empirical Connections。International Journal of Business and Social Science，2(20)，121-132。  new window
10.Saks, A. M.(2006)。Antecedent s and consequences of employee engagement。Journal of Managerial Psychology，21(7)，600-619。  new window
11.Voon, B. H.、Hamali, J.、Tangkau, J.(2009)。Linking service climate to organizational performance: evidence from Sarawak。International Journal of Business and Society，10(1)，18-26。  new window
12.Yeh, C. W.(2012)。Relations hips among service climate, psychological contract, work engagement and service performance。Journal of Air Transport Management，25，67-70。  new window
13.Little, M. M.、Dean, A. M.(2006)。Links between service climate, employee commitment and employees' service quality capability。Managing Service Quality，16(5)，460-476。  new window
14.Liao, H.、Chuang, A.(2004)。A multilevel investigation of factors influencing employee serviced performance and customer outcomes。Academy of Management Journal，47(1)，41-58。  new window
15.Borucki, C. C.、Burke, M. J.(1999)。An examination of service-related antecedents to retail store performance。Journal of Organizational Behavior，20(6)，943-962。  new window
16.Dietz, J.、Pugh, S. D.、Wiley, J. W.(2004)。Service climate effects on customer attitudes: an examination of boundary conditions。Academy of Management Journal，47(1)，81-92。  new window
17.Tokman, M.、Davis, L. M.、Lemon, K. N.(2007)。The WOW factor: Creating value through win-back offers to reacquire lost customers。Journal of Retailing，83(1)，47-64。  new window
18.De Jong, Ad、De Ruyter, Ko、Lemmink, Jos G. A. M.(2004)。Antecedents and consequences of the service climate in boundary-spanning self-managing service teams。Journal of Marketing，68(2)，18-35。  new window
19.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  new window
20.Schneider, B.、Ehrhart, M. G.、Mayer, D. M.、Saltz, J. L.(2005)。Understanding organizational-customer linkages in service settings。Academy of Management Journal，48(6)，1017-1032。  new window
21.Harter, J. K.、Schmidt, F. L.、Hayes, T. L.(2002)。Business-Unit-Level Relationship between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis。Journal of Applied Psychology，87(2)，268-279。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
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：723（臺灣：708，外國：15） ／ 本年度總使用人次：2133566 ／ 訪客人次（自102年09月）：67944589
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