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：服務氣候、組織認同與服務導向公民行為之研究
書刊名：樹德科技大學學報
作者：楊濱燦 引用關係／林少龍 引用關係／黎哲愷
作者(外文)：Yang, Bin-tsann／Lin, Shao-lung／Li, Che-kai
出版日期：2015
卷期：17:1
頁次：頁1-20
主題關鍵詞：服務氣候；組織認同；服務導向公民行為；Service climate；Organizational identification；Service-Oriented organizational citizenship behaviors
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:1
過往有關服務導向公民行為之研究，雖有針對員工的認知變數來進行探討，然卻未有針對員工知覺到的服務氣候來對服務導向公民行為之關係進行研究。因此，本研究之研究目的便是以服務氣候為自變項，探討其與服務導向公民行為間之關係，且加入組織認同為中介變項，以進一步釐清變數間之關係。研究對象是以台北市地區壽險業務人員為研究樣本進行問卷調查，問卷發放採便利抽樣方式，有效回收303份。研究結果發現，服務氣候可透過組織認同之中介效果，使忠誠式服務導向公民行為、服務傳遞式服務導向公民行為與參與式服務導向公民行為之間，皆呈現出顯著之正向關係。最後，本研究根據研究結果，針對管理實務以及後續研究方面，提出相關建議之說明。
In the pass time, although there were studies that explored the relationships between employee's perceptions and service-oriented organizational citizenship behaviors, However, There was no researches that explore the relationships between service climate and service- oriented organizational citizenship behaviors. Therefore, the main purpose of this research was to use organizational identification as the intermediary variable to verify the relationships between service climate and service-oriented organizational citizenship behaviors. This research sample was conveyed by a questionnaires survey from insurance salespeople in Taipei. This research used convenience sampling method to collect data, and results came to 303 effective samples. The results of this research indicated that through the intermediary results by organizational identification, service climate can all make loyalty organizational behaviors, service delivery organizational behaviors, and participation organizational behaviors represent positively related. Finally, the research provided several suggestions for managerial and academic research.
期刊論文
1.Sergeant, A.、Frenkel, S.(2000)。When do customer contact employees satisfy customers?。Journal of Service Research，3(1)，18-34。  new window
2.Yagil, D.(2001)。Ingratiation and Assertiveness in the Service Provider-Customer Dyad。Journal of Service Research，3(4)，345-353。  new window
3.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
4.Lin, C. P.、Hung, W. T.、Chiu, C. K.(2008)。Being good citizens: Understanding a mediating mechanism of organizational commitment and social network ties, in OCBs。Journal of Business Ethics，81(3)，561-578。  new window
5.Kotler, Philip、Scheff, Joanne(1996)。Crisis in the arts: The marketing response。California Management Review，39(1)，28-53。  new window
6.Suazo, M. M.(2009)。The mediating role of psychological contract violation on the relations between psychological contract breach and work-related attitudes and behaviors。Journal of Managerial Psychology，24(2)，136-160。  new window
7.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
8.Bell, Simon J.、Menguc, Bulent(2002)。The Employee-Organization Relationship, Organizational Citizenship Behaviors, and Superior Service Quality。Journal of Retailing，78(2)，131-146。  new window
9.Wan-Huggins, V. N.、Riordan, C. M.、Griffths, R. W.(1998)。The development and longitudinal test of a model of organizational identification。Journal of Applied Social Psychology，28(8)，724-749。  new window
10.Auh, S.、Menguc, B.、Jung, Y. S.(2014)。Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach。Journal of the Academy of Marketing Science，42(5)，558-579。  new window
11.O'Reilly, C.、Chatman, J.(1986)。Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior。Journal of Applied Psychology，71(3)，492-499。  new window
12.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
13.Organ, D. W.(1988)。A Restatement of the Satisfaction-Performance Hypothesis。Journal of Management，14(4)，547-557。  new window
14.Paulin, M.、Ferguson, R. J.、Bergeron, J.(2006)。Service climate and organizational commitment: The importance of customer linkages。Journal of Business Research，59(8)，906-915。  new window
15.Van Dyne, Linn、Graham, Jill W.、Dienesch, Richard M.(1994)。Organizational citizenship behavior: construct redefinition, measurement, and validation。Academy of Management Journal，37(4)，765-802。  new window
16.Bettencourt, L. A.、Brown, S.(1997)。Contact employee: Relationships among workplace fairness, job satisfaction, and prosocial service behaviors。Journal of Retailing，73(2)，39-61。  new window
17.Bettencourt, L. A.、Meuter, M. L.、Gwinner, K. P.(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
18.Lanjananda, P.、Patterson, P. G.(2009)。Employee customer orientation in context: How the environment moderates the influence of customer orientation on performance outcomes。Journal of Applied Psychology，94(5)，5-32。  new window
19.Mills, P.、Chase, R. B.、Margulies, N.(1983)。Motivating the client/employee stem as a service production strategy。Academy of Management Review，8(2)，301-310。  new window
20.Payne, S. C.、Webber, S. S.(2006)。Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitude and loyalty behavior。Journal of Applied Psychology，91(2)，365-378。  new window
21.Tansuhajm, P.、Randall, D.、McCullough, J.(1988)。A services marketing management model: Intergrating internal and external marketing functions。The Journal of Service Marketing，2(1)，31-38。  new window
22.Riketta, Michael(2005)。Organizational identification: A meta-analysis。Journal of Vocational Behavior，66(2)，358-384。  new window
23.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics，21(4)，39-52。  new window
24.Baron, Reuben M.、Kenny, David A.(1986)。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
25.Bitner, Mary Jo、Booms, Bernard Henry、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
26.Mael, Fred A.、Ashforth, Blake E.(1992)。Alumni and Their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification。Journal of Organizational Behavior，13(2)，103-123。  new window
27.O'Reilly, C. A. III、Chatman, J. A.、Caldwell, D. F.(1991)。People and organizational culture: A profile comparison approach to assessing person-organization fit。Academy of Management Journal，34(3)，487-516。  new window
28.Lux, D.、Jex, S.、Hansen, C.(1996)。Factors Influencing Employee Perceptions of Customer Service Climate。Journal of Market-Focused Management，1(1)，65-86。  new window
圖書
1.Albrecht, K.、Zemke, R.(2001)。Service America in the new economy。New York：McGraw-Hill。  new window
圖書論文
1.Grusec, J. E.(1983)。The socialization of altruism。Prosocial behavior。Newbury Park, California：Sage。  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：947（臺灣：943，外國：4） ／ 本年度總使用人次：2156165 ／ 訪客人次（自102年09月）：67951501
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