| 期刊論文| 1. | Cropanzano, R. S.、Howes, J. C.、Grandey, A. A.、Toth, P.(1997)。The relationship of organizational politics and support to work behaviors, attitudes, and stress。Journal of Organizational Behavior，18(2)，159-180。   | | 2. | Asgari, A.、Silong, A. D.、Ahmad, A.、Samah, B. A.(2008)。The relationship between leader-member exchange, organizational inflexibility, perceived organizational support, interactional justice and organizational citizenship behaviour。African Journal of Business Management，2(8)，138-145。 | | 3. | Bennington, L.、Cummane. I.、Conn, P.(2000)。Customer satisfaction and call centers: An Australian study。International Journal of Service Industry Management，11(2)，162-173。 | | 4. | Boselie, Paul(2010)。High performance work practices in the health care sector: A Dutch case study。International Journal of Manpower，31(1)，42-58。 | | 5. | Dessler, G.(1999)。How to earn your employees' commitment。Academy of Management Executive，13(2)，58-67。 | | 6. | Holman, D.、Chissick. C.、Totterdell, P.(2002)。The effects of performance monitoring on emotional labor and well-being in call centers。Motivation and Emotion，26(1)，57-81。 | | 7. | Huang, J. H.、Jin, B. H.、Yang, C.(2004)。Satisfaction with business-to-employee benefit systems and organizational citizenship behavior: An examination of gender differences。International Journal of Manpower，25(2)，195-210。 | | 8. | Kim, S.(2006)。Public service motivation and organizational citizenship behaviour in Korea。International Journal of Manpower，27(8)，722-740。 | | 9. | Payne, S. C.、Webber, S. S.(2006)。Effects of service provider attitudes and employment status on citizenship behaviours and customers' attitudes and loyalty behavior。Journal of Applied Psychology，91(2)，365-378。 | | 10. | Rhoades, L.、Eisenberger, R.、Armeli, S.(2001)。Affective commitment of the organization: The contribution of perceived organizational support。Journal of Applied Psychology，86(5)，825-836。 | | 11. | Russell, B.(2008)。Call centres: A decade of research。International Journal of Management Reviews，10(3)，195-219。 | | 12. | Bienstock, C. C.、Moranville,C. W.、Smith, R. K.(2003)。Organizational citizenship behavior and service quality。The Journal of Services Marketing，17(4/5)，357-378。 | | 13. | Bowen, D. E.、Gilliland, S. W.、Folger, R.(1999)。HRM and service fairness: How being fair with employees spills over to customers?。Organizational Dynamics，27(3)，7-23。 | | 14. | Wayne, Sandy J.、Shore, Lynn M.、Bommer, William H.、Tetrick, Lois E.(2002)。The Role of Fair Treatment and Rewards in Perceptions of Organizational Support and Leader-Member Exchange。Journal of Applied Psychology，87(3)，590-598。 | | 15. | Moorman, R. H.、Blakely, G. L.、Niehoff, B. P.(1998)。Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?。Academy of Management Journal，41(3)，351-357。 | | 16. | Bolon, D. S.(1997)。Organizational citizenship behavior among hospital employees: a multidimensional analysis involving job satisfaction and organizational commitment。Hospital and health services administration，42(2)，221-241。 | | 17. | Podsakoff, P. M.、MacKenzie, S. B.(1997)。Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestion for Future Research。Human Performance，10(2)，133-151。 | | 18. | Freund, A.(2005)。Commitment and job satisfaction as predictors of turnover intentions among welfare workers。Administration in Social Work，29(2)，5-22。 | | 19. | Armeli, S.、Eisenberger, R.、Fasolo, P.、Lynch, P.(1998)。Perceived organizational support and police performance: The moderating influence of socio-emotional needs。Journal of Applied Psychology，83(2)，288-297。 | | 20. | Yoon, M. H.、Suh, J.(2003)。Organizational citizenship behaviors and service quality as external effectiveness of contact employees。Journal of Business Research，56(8)，597-611。 | | 21. | Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。 | | 22. | Leveson, L.、Joiner, T. A.、Bakalis, S.(2009)。Managing cultural diversity and perceived organizational support: Evidence from Australia。International Journal of Manpower，30(4)，377-392。 | | 23. | Van Knippenberg, D.、Sleebos, E.(2006)。Organizational identification versus organizational commitment: Self-definition, social exchange, and job attitudes。Journal of Organizational Behavior，27(5)，571-584。 | | 24. | Bolino, M. C.(1999)。Citizenship and Impression Management: Good Soldiers or Good Actors?。Academy of Management Review，24(1)，82-98。 | | 25. | Huang, X.、Chan, S. C. H.、Lam, W.、Nan, X. S.(2010)。The joint effect of leader-member exchange and emotional intelligence on burnout and work performance in call centers in China。The International Journal of Human Resource Management，21(7)，1124-1144。 | | 26. | Gouldner, Alvin W.(1960)。The Norm of Reciprocity: A Preliminary Statement。American Sociological Review，25(2)，161-178。 | | 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。 | | 28. | Meyer, John P.、Stanley, David J.、Herscovitch, Lynne、Topolnytsky, Laryssa(2002)。Affective, Continuance, and Normative Commitment to the Organization: A Meta-Analysis of Antecedents, Correlates, and Consequences。Journal of Vocational behavior，61(1)，20-52。 | | 29. | Morrison, E. W.(1994)。Role definitions and organizational citizenship behavior: the importance of the employee's perspective。Academy of Management Journal，37(6)，1543-1567。 | | 30. | Piercy, N. F.、Cravens, D. W.、Lane, N.、Vorhies, D. W.(2006)。Driving organizational citizenship behaviors and salesperson in-role behavior performance: The role of management control and perceived organizational support。Journal of the Academy of Marketing Science，34(2)，244-262。 | | 31. | 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。 | | 32. | Schneider, Benjamin、Ehrhart, Mark G.、Mayer, David M.、Saltz, Jessica L.、Niles-Jolly, K.(2005)。Understanding organization-customer links in service settings。Academy of Management Journal，48(6)，1017-1032。 | | 33. | Eisenberger, R.、Cummings, J.、Armeli, S.、Lynch, P.(1997)。Perceived organizational support, discretionary treatment, and job satisfaction。Journal of Applied Psychology，82(5)，812-820。 | | 34. | Bettencourt, Lance A.、Brown, Stephen W.(1997)。Customer-contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors。Journal of Retailing，73(1)，39-61。 | | 35. | MacKenzie, Scott B.、Podsakoff, Philip M.、Ahearne, Michael(1998)。Some possible antecedents and consequences of in-role and extra-role salesperson performance。Journal of Marketing，62(3)，87-98。 | | 36. | Podsakoff, Philip M.、MacKenzie, S. B.、Paine, J. B.、Bachrach, D. G.(2000)。Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research。Journal of Management，26(3)，513-563。 | | 37. | Podsakoff, Philip M.、MacKenzie, Scott B.(1994)。Organizational citizenship behaviors and sales unit effectiveness。Journal of Marketing Research，31(3)，351-363。 | | 38. | Rhoades, Linda、Eisenberger, Robert(2002)。Perceived organizational support: a review of the literature。Journal of Applied Psychology，87(4)，698-714。 | | 39. | 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。 | | 40. | Shore, Lynn McFarlane、Wayne, Sandy J.(1993)。Commitment and Employee Behavior: Comparison of Affective Commitment and Continuance Commitment with Perceived Organizational Support。Journal of Applied Psychology，78(5)，774-780。 | | 41. | 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。 | | 42. | 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。 | | 43. | Castro, Carmen Barroso、Armario, Enrique Martín、Ruiz, David Martín(2004)。The influence of employee organizational citizenship behavior on customer loyalty。International Journal of Service Industry Management，15(1)，27-53。 | | 44. | Organ, Dennis W.、Ryan, Katherine(1995)。A Meta-Analytic Review of Attitudinal and Dispositional Predictors of Organizational Citizenship Behavior。Personnel Psychology，48(4)，775-802。 | | 45. | Allen, N. J.、Meyer, J. P.(1996)。Affective, continuance, and normative commitment to the organization: An examination of construct validity。Journal of Vocational Behavior，49(3)，252-276。 | | 46. | Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。 | | 47. | Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior，12(1)，43-72。 | | 48. | Organ, Dennis W.、Konovsky, Mary A.(1989)。Cognitive Versus Affective Determinants of Organizational Citizenship Behavior。Journal of Applied Psychology，74(1)，157-164。 | | 49. | Meyer, John P.、Allen, Natalie J.(1991)。A three-component conceptualization of organizational commitment。Human Resource Management Review，1(1)，61-89。 | | 50. | Porter, Lyman W.、Mowday, Richard T.、Steers, Richard M.(1979)。The measurement of organizational commitment。Journal of Vocational Behavior，14(2)，224-247。 | | 51. | Wayne, Sandy J.、Shore, Lynn M.、Liden, Robert C.(1997)。Perceived Organizational Support and Leader-Member Exchange: A Social Exchange Perspective。Academy of Management Journal，40(1)，82-111。 | | 52. | 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。 | | 53. | Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology，71(3)，500-507。 | | 54. | Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology，88(5)，879-903。 | | 55. | Allen, N. J.、Grisaffe, D. B.(2001)。Employee Commitment to the Organization and Customer Reactions: Mapping the Linkages。Human Resource Management Review，11(3)，209-236。 | 會議論文| 1. | Adler, S.(200204)。Can I help you? Studies of call center service representatives。Symposium presented at the conference of the Society for Industrial and Organizational Psychology。Toronto。 | | 2. | Adorno, A. I.、Binning, J. F.(200104)。Personality and emotional labor as predictors of turnover in call center customer service。The conference of the Society for Industrial and Organizational Psychology。San Diego。 | | 3. | McCulloch, M. C.、Turban, D. B.(2001)。Using person-organization fit to predict job departure in call centers。The conference of the Society for Industrial and Organizational Psychology。San Diego。 | | 4. | Simons, T.、Parks, J. M.(200008)。The sequential impact of behavioral integrity on trust, commitment, discretionary service behavior, customer satisfaction, and profitability。The Academy of Management Conference。Washington, DC。 | 圖書| 1. | Hatcher, L.(1994)。A step-by-step approach to use the SAS system for factor analysis and structural equation modeling。SAS Institute。 | | 2. | Mowday, R. T.、Porter, L. W.、Steers, R. M.(1982)。Employee-org anization linkages: The psychology of commitment, absenteeism and turnover。New York, NY：Academic。 | | 3. | Blau, P. M.(1964)。Exchange and Power in Social Life。New York：John Wiley and Sons。 | | 4. | Meyer, J. P.、Allen, N. J.(1997)。Commitment in the Workplace: Theory, Research, and Application。Sage。 | | 5. | March, James G.、Simon, Herbert A.(1958)。Organizations。John Wiley & Sons, Inc.。 | | 6. | Hayduk, Leslie Alec(1987)。Structural equation modeling with LISREL: Essentials and advances。Johns Hopkins University Press。 | | 7. | Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。 | 圖書論文| 1. | Bowen, D. E.、Waldman, D. A.(1999)。Customer-driven employee performance。The Changing Nature of Performance: Implications for Staffing, Motivation, and Development。San Francisco, California：Jossey-Bass。 | | 2. | Shore, L. M.、Shore, T. H.(1995)。Perceived organizational support and organizational justice。Organizational politics, justice, and support: Managing the social climate of the workplace。Westport, C.T.：Quorum。 | | 3. | Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。 | |