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題名:非營利組織志工顧客公民行為之研究:以臺東馬偕紀念醫院志工隊為例
書刊名:顧客滿意學刊
作者:連志峰 引用關係吳靜惠
作者(外文):Lien, Chih-fengWu, Jing-hung
出版日期:2016
卷期:12:1
頁次:頁93-115
主題關鍵詞:自我一致性領導行為任務導向關懷導向顧客承諾顧客公民行為Self-consciousnessLeadership behaviorTask-orientedCareorientedCustomer commitmentCustomer citizenship behavior
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(2) 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:2
  • 共同引用共同引用:16
  • 點閱點閱:28
本研究是以量化研究問卷調查法為研究方法,以204 位臺東馬偕紀念 醫院志工為研究之有效樣本。本研究採結構方程模式進行模式檢驗,實證結 果發現:(1) 志工自我一致性及領導行為- 任務導向對顧客承諾沒有顯著正 向影響,其驗證結果與過去學者之論點不同;(2) 領導行為- 關懷導向對顧 客承諾有顯著正向影響,其驗證結果與過去學者之論點一致;(3) 顧客承諾對顧客公民行為有顯著正向影響,其驗證結果與過去學者之論點一致。
This study based on quantitative research method for the survey with 204 volunteers of the Volunteer Team of Mackay Memorial Hospital at Taitung Branch. This study applied structural equation modeling to validate the hypotheses. The results show that (1) volunteering self-consistency and leadership behavior- task-oriented do not have a significant and positive effects on customer commitment. (2) Leadership behavior- care-oriented has a significant and positive effects on customer commitment. (3) Customer commitment has a significant and positive effect on customer citizenship behavior.
期刊論文
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4.Bartikowski, B.、Walsh, G.(2011)。Investigating mediators between corporate reputation and citizenship behaviors。Journal of Business Research,64(1),39-44。  new window
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17.Wu, Jyh-Jeng、Chen, Ying-Hueih、Chung, Yu-Shuo(2010)。Trust factors influencing virtual community members: A study of transaction communities。Journal of Business Research,63(9/10),1025-1032。  new window
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19.Bove, L. L.、Pervan, S. J.、Beatty, S. H.、Shiu, E.(2009)。Service Worker Role in Encouraging Customer Organizational Citizenship Behaviors。Journal of Business Research,62(7),698-705。  new window
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21.曾華源、郭靜晃(20000300)。志工人力資源的開拓與整合--以美國志工中心的做法為借鏡。社區發展季刊,89,128-144。new window  延伸查詢new window
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23.Groth, Markus(2005)。Customers as good soldiers: Examining citizenship behaviors in internet service deliveries。Journal of Management,31(1),7-27。  new window
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30.Tuškej, Urška、Golob, Urša、Podnar, Klement(2013)。The role of consumer-brand identification in building brand relationships。Journal of Business Research,66(1),53-59。  new window
研究報告
1.衛生福利部統計處(2014)。2013地方政府社會處(局)所轄志工之服務時數。  延伸查詢new window
圖書
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10.Wolf, Thomas(1990)。Managing a Nonprofit Organization。Prentice Hall。  new window
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12.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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