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題名:Perceived Organizational Support, Organizational Commitment and Service-Oriented Organizational Citizenship Behaviors
書刊名:International Journal of Business and Information
作者:Wu, Chao-chanLiu, Na-ting
出版日期:2014
卷期:9:1
頁次:頁61-88
主題關鍵詞:Perceived organizational supportOrganizational commitmentService-oriented organizational citizenship behaviorsCall center
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(3) 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:3
  • 共同引用共同引用:0
  • 點閱點閱:46
期刊論文
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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。  new window
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。  new window
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。  new window
5.Dessler, G.(1999)。How to earn your employees' commitment。Academy of Management Executive,13(2),58-67。  new window
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。  new window
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。  new window
8.Kim, S.(2006)。Public service motivation and organizational citizenship behaviour in Korea。International Journal of Manpower,27(8),722-740。  new window
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。  new window
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。  new window
11.Russell, B.(2008)。Call centres: A decade of research。International Journal of Management Reviews,10(3),195-219。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
18.Freund, A.(2005)。Commitment and job satisfaction as predictors of turnover intentions among welfare workers。Administration in Social Work,29(2),5-22。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
24.Bolino, M. C.(1999)。Citizenship and Impression Management: Good Soldiers or Good Actors?。Academy of Management Review,24(1),82-98。  new window
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。  new window
26.Gouldner, Alvin W.(1960)。The Norm of Reciprocity: A Preliminary Statement。American Sociological Review,25(2),161-178。  new window
27.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。  new window
28.Morrison, Elizabeth Wolfe(1994)。Role definitions and organizational citizenship behavior: the importance of the employee's perspective。Academy of Management Journal,37(6),1543-1567。  new window
29.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。  new window
30.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
31.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。  new window
32.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。  new window
33.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。  new window
34.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。  new window
35.Podsakoff, Philip M.、MacKenzie, Scott B.、Paine, Julie Beth、Bachrach, Daniel 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。  new window
36.Podsakoff, Philip M.、MacKenzie, Scott B.(1994)。Organizational citizenship behaviors and sales unit effectiveness。Journal of Marketing Research,31(3),351-363。  new window
37.Rhoades, Linda、Eisenberger, Robert(2002)。Perceived organizational support: a review of the literature。Journal of Applied Psychology,87(4),698-714。  new window
38.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。  new window
39.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。  new window
40.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
41.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
42.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。  new window
43.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。  new window
44.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。  new window
45.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。  new window
46.Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior,12(1),43-72。  new window
47.Organ, Dennis W.、Konovsky, Mary A.(1989)。Cognitive Versus Affective Determinants of Organizational Citizenship Behavior。Journal of Applied Psychology,74(1),157-164。  new window
48.Meyer, John P.、Allen, Natalie J.(1991)。A three-component conceptualization of organizational commitment。Human Resource Management Review,1(1),61-89。  new window
49.Porter, Lyman W.、Mowday, Richard T.、Steers, Richard M.(1979)。The measurement of organizational commitment。Journal of Vocational Behavior,14(2),224-247。  new window
50.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。  new window
51.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
52.Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology,71(3),500-507。  new window
53.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
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
3.Blau, P. M.(1964)。Exchange and Power in Social Life。New York:John Wiley and Sons。  new window
4.Meyer, J. P.、Allen, N. J.(1997)。Commitment in the Workplace: Theory, Research, and Application。Sage。  new window
5.March, James G.、Simon, Herbert A.(1958)。Organizations。John Wiley & Sons, Inc.。  new window
6.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
7.Hayduk, Leslie Alec(1987)。Structural Equation Modeling with LISREL: Essential and Advances。Johns Hopking University Press。  new window
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。  new window
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。  new window
3.Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。  new window
 
 
 
 
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