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：組織承諾.華人組織公民行為與服務品質關係之研究--以台灣一家保險公司外勤人員為研究對象
作者：白大昌
作者(外文)：Pai Da-Chang
校院名稱：國立臺北大學
系所名稱：企業管理學系
指導教授：黃營杉
學位類別：博士
出版日期：2005
主題關鍵詞：關鍵字：組織承諾；華人組織公民行為；服務品質；外勤人員；Organizational Commitment；Chinese Organizational Citizenship Behavior；Service Quality；Salespeople
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(0) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:52
論文題目：組織承諾、華人組織公民行為與服務品質關係之研究 –以台灣一家保險公司外勤人員為研究對象 論文頁數：87
所　組　別：　企業管理學系　　（學號：88779013）
研　究　生：白大昌 指導教授：　黃營杉　
論文提要內容：
本研究之目的為以下之五點：
(1) 情感承諾、持續承諾與華人組織公民行為五構面之主效果。
(2) 規範承諾對情感承諾與華人組織公民行為五構面之關係的干擾效果。
(3) 持續承諾之構面。
(4) 華人組織公民行為五構面與服務品質之關係。
(5) 華人組織公民行為對情感承諾與服務品質之中介效果。
本研究根據研究結果，歸納有以下六點結論：
（1）情感承諾組織公民行為各構面有顯著相關
（2）規範承諾會干擾情感承諾與組織公民行為 – 保護公司資源 -- 間關係之強度。
（3）持續承諾可區分成兩個構面 -- 低選項與高犧牲。
（4）持續承諾 – 低選項與組織公民行為中之三構面有負向相關。
（5）持續承諾 – 高犧牲與組織公民行為中之兩構面有正向相關。
（6）組織公民行為對情感承諾與服務品質之關係有部分中介效果。
（7）組織公民行為各構面與顧客對服務品質之知覺有正向顯著之相關。
歸納本研究對於理論的主要貢獻有以下四點:
（1）考慮規範承諾對情感承諾與組織公民行為關係之干擾效果
（2）有關持續承諾的構面問題，本研究的結果支持兩構面的說法，頗有獨特的發現。此外，這兩個構面與組織公民行為有不同的相關性，是過去之研究所未曾發現到的。
（3）探討組織公民行為對組織承諾與服務品質之中介效果。
（4）探討組織公民行為之後果項。
The aims of this research are to study : First, the main effects of affective commitment and continuance commitment on the five components of Chinese organizational citizenship behavior; Second, the moderating effects of normative commitment on the relationship between affective commitment and the five components of Chinese organizational citizenship behavior; Third, the dimensions of continuance commitment; Fourth, the relationship between the five components of Chinese organizational citizenship behavior and service quality; Fifth, the mediating effects of the five components of Chinese organizational citizenship behavior on the relationship between affective commitment and service quality.
The data is obtained from the salespeople in a native Taiwan insurance company by the method of stratified sampling and analyzed by the statistical method of hierarchical regression. The results show that (1) the relationships between affective commitment and the five components of Chinese organizational citizenship behavior are all significantly positive; (2) about the moderating effects of normative commitment on the relationship between affective commitment and the five components of Chinese organizational citizenship behavior, there is only one component – “protecting company resources”– which is significantly positive; (3) there are two dimensions in the construct of continuance commitment – high sacrifice and low alternatives; (4) continuance commitment – high sacrifice is significantly positive with the two components of Chinese organizational citizenship behavior –“ identification with the company” and “altruism toward collegues”; (5) continuance commitment –low alternatives is significantly positive with the three components of Chinese organizational citizenship behavior –“conscientiousness”, “interpersonal harmony” and “protecting company resources”; (6) the three components of Chinese organizational citizenship behavior –“altruism toward collegues”, “conscientiousness” and “interpersonal harmony” mediate the relationship between affective commitment and service quality; (7) the relationship between the five components of Chinese organizational citizenship behavior and service quality are all significantly positive.
The theoretical contributions of this research are fourth fold: (1) considering the moderating effects of normative commitment on the relationship between affective commitment and the five components of Chinese organizational citizenship behavior; (2) inquiring into the dimensions of continuance commitment; (3) studying the mediating effects of the five components of Chinese organizational citizenship behavior on the relationship between affective commitment and service quality; (4) researching the consequences of the five components of Chinese organizational citizenship behavior.
參考文獻

一、中文部分
白大昌及曾俊堯，「組織合併對台新銀行員工行為影響之研究 – 組織正義、組織承諾與公民權行為之關係」，企銀季刊第二十六卷第四期，民92，pp.181-196。
林清河、周福星、譚柏群及施坤壽，「品質管理與組織氣候及績效之關聯性分析」，中山管理評論，第6卷第4期，民87。new window
姜定宇及鄭伯壎，「組織忠誠、組織承諾及組織公民行為研究之回顧與前瞻」，應用心理研究第十九卷，pp.175-209，民92。
楊濱燦，「組織公民行為與服務關係之研究 – 群體層級之分析」，商學學報第十期，民91，pp.141-163。

二、英文部分
Aiken, N. J., & Meyer, J. P. (1996).“Affective, continuance and normative commitment to the organization: An examination of construct validity. ” Journal of Vocational Behavior, 49, 252-276.
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, 252-276.
Allen, N. J., & Meyer, J. P.(2002). Construct validation in organizational behavior research: The case of organizational commitment. In R. D. Goffin, & E. Helmes (Eds.), Problems and solutions in human assessment (pp. 285-314). Boston: Kluwer Academic Publoshers.
Alotaibi, A. G. 2001. Antecedents of organizational citizenship behavior: A study of public personnel in Kuwait. Public Personnel Management, 363376.
Angle, H. L., & Lawson, M. B. (1993). Changes in affective and continuance commitment in times of relocation. Journal of Business Research, 26, 3-15.
Baron, R. M., Kenny, D. A., The Moderator-Mediator Variable Distinction In Social Psychological Research: Conceptual, Strategic, and Statistical Consideration, Journal of Personality and Social Psychology, Vol.51, No. 6, 1986, pp.1173-1182.
Baruch, Y. (1998). The rise and fall of organizational commitment. Human Systems Management, 17, 135-143.
Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee “citizenship”. Academy of Management Journal, 35, 587-595.
Becker, H. S. (1960). Notes on the concept of commitment. American Journal of Sociology, 66, 32-42.
Becker, T. E. (1992). Foci and bases of commitment: Are they distinctions worth making? Academy of Management Journal, 35, 232-244.
Bell,S.J.,＆Menguc, B.(2002).“The employee-rganization relationship,organizational citizen ship behaviors,and superior service superior service quality.”
Benkhoff, B. (1997). Ignoring commitment is costly: New approaches eastablish the
　 missing link between commitment and performance. Human Relations, 50,　　701-726.
Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107, 238-246.
Bergami, M., & Bagozzi, R. P.(2000). S elf-categorization, affective commitment and group self-esteem as distinct aspects of social identity in the organization. British Journal of Social Psychology, 39, 555-577.
Bienstock, C,C., DeMoranville, C. W.,＆Smith, R. K.(2003).“ Organizational Citizenship behavior and service quality.” The Journal of Service Marketing, 17, 357-378.
Bettencourt, L. A., Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing Journal of Retailig78,131-146. , 73(Spring), 39-61.
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(February), 29-41.
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing. 54(April), 69-82.
Bolon, D. S. 1997. Organizational citizenship behavior among hospital employees: A multidimensional analysis job satisfaction and organizational commitment. Hospital＆Health Services Administration, 42 (2):221-241.
Bolino, M. C., Trunley,W.H., ＆Niehoff, B.P. (2004).“ The other side prevailing assumptions about organizational citizenship ”behavior, Human Resour Management Review, 14,229-246.
Bowen, D. E, & Lawler, E. E., III. (1992). The empowerment of service workers What, why, how, and, when. Sloan Management Review, 33(Spring), 31-40.
Brislin, R. W. (1980). Translation and content analysis of oral and written material. In H. C. Triandis, & J. W. Berry (Eds.), Methodology: 2. Handbook of Cross-cultural Psychology (pp. 349-444). Boston: Allyn and Bacon.
Burke JM, Borucki CC, Hurley AE. Reconceptualizing psychological climate in a retail service environment: a multiple-stakeholder perspective. J Appl Psychol Journal of Applied Psychology, 1992;77(5)717-29.
Chang, E. (1999). Career commitment as a complex moderator of organizational commitment and turnover intention. Human Relations. 52, 1257-1278.
Chen, Z. X., & Francesco, A. M. (2000). Employee demography, organizational 　commitment and turnover intentions in China: Do cultural differences matter? Human Relations, 53(6), 869-887.
Chen, Z. X., Tsui, A. S., & Farh, J. L. (2002). Loyalty to supervisor versus organizational commitment: Relationship with the performance of Chinese employees. Journal of Occupational and Organizational Psychology.75, 339-356.
Chen, Z. X, Francesco A.M.(2003)“ The relationship between the three components of commitment and employee performance in china.” Journal of Vocational Behavior ,62, 490-510.
Chiu, W. C. K., & Ng, C. W. (1999). Women-friendly HRM and organizational commitment: A study among women and men of organizations in Hong Kong. Journal of Occupational and Organizational Psychology, 72, 485-502.
Clugston, M., Howell, J. P., & Dorfman, P. W. (2000). Does cultural socialization predict multiple bases and foci of commitment? Journal of Management, 26(1), 5-30.
Dansereau F, Graen G. A vertical dyad linkage approach to leadership within formal organizations. Organ Behav Hum Perform Organization al Behavior and Humar Performanu, 1975;13:46-78.
Davidow, W. H., & Uttal, B. (1989). Total customer service: the ultimate weapon. New York: Harper and Row.
Dooley, R. S., & Fryxell, G. F. (1999). Attaining decision quality and commitment from dissent: The moderation effects of loyalty and competence in strategic decision-making teams. Academy of Management Journal, 42(4), 389-402.
Dowling, G. R., & Uncles, M. (1997). Do customer loyalty programs really work? Sloan Management Review, 38(Summer), 71-82.
Dutton, J. E., Dukerich, J. M., & Harquail, C. V. (1994). Organizational images and member identification. Administrative Science Quarterly, 39(June), 239-263.
Ellemers, N., Kortekaas, P., & Ouwerkerk, J. W. (1999). Self-categorization, commitment to the group and group self-esteem as related but distinct aspects of social identity. Eurpoean Journal of Social Psychology, 29, 371- 389.
Farh, J. L., & Cheng, B. S. (1999). An investigation of modesty bias in self-ratings of work performance among Taiwan workers. Chinese Journal of Psychology, 39, 103-118 (in Chinese).
George, J. M., & Bettenhausen, K. (1990). Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. Journal of Applied Psychology, 75(December), 698-709.
Graham J. An essay on organizational citizenship behavior. Employee responsibility and rights J. 1991;4:249-70.
Hackett, R. D., Bycio, P., & Hausdorf, P. (1994). Further assessment of Meyer & Allen’s 1991 three-component model of organizational commitment. Journal of Applied Psychology, 79, 15-23.
Hackett, R. D., Bycio, P., & Hausdorf, P. (1994). Further assessment of Meyer & Allen’s 1991 threecomponent model of organizational commitment. Journal of Applied Psychology, 79, 15-23.
Hui, C., Law, K. S., & Chen, Z. X. (1999). A structural equation model of the effects of negative affectivity, leader-member exchange and perceived job mobility on in-role and extra-role performance: A Chinese case. Organizational Behauior and Human Decision Processes, 77, 3-21.
Hui, C., Law, K. S., & Chen, Z. X. (1999). A structural equation model of the effects of negative affectivity, leader-member exchange and perceived job mobility on in-role and extra-role performance:A Chinese case. Organizational Behaviou and Human Decision Processes, 77, 3-21.
Iverson, R. D., & Buttigieg, D. M. (1999). Affective, normative and continuance commitment: Can the “right kind” of commitment be managed? Journal of Management Studies, 363, 307-334.
Jöreskong, K. G., & Sörbom, D. (1993). LISREL 8: Structural Equation Modeling with the SIMPLIS command language. Chicago: Scientific Software International Inc.
Keller, R. T. (1997). Job involvement and organizational commitment as longitudinal predictors of job performance: A study of scientists and engineers. Journal of Applied Psychology, 82, 539-545.
Kidron, A. (1978). Work values and organizational commitment. Academy of Management Journal, 21, 239-247.
Kidwell, Jr., Mossholder, K. W., ＆ N. Bennett, 1997. Cohesiveness and organizational citizenship Behavior: A multilevel analysis using work groups and individuals. Journal of Management, 23 (6) : 775-793.
Ko, J. W., Price, J. L., & Muller, C. W. (1997). Assessment of Meyer and Allen’s three-component model of organizational commitment in South Korea. Journal of Applied Psychology, 82, 961-973.
Magazine, S. L., Williams, L. J., & Williams, M. L. (1996). A confirmatory factor analysis examination of reverse coding effects in Meyer and Allen’s Affective and Continuance Commitment Scales. Educational and Psychological Measurement, 56(2), 241-250.
Mathieu, J. E., & Zajac, D. (1990) A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin, 108, 171-194.
Mayer, J. P., & Allen, N. J. (1984). Testing the “side-bet theory” of organizational commitment: Some methodological considerations. Journal of Applied Psychology, 69, 372-378.
Mayer, R., & Schoorman, D. (1992). Predicting participation and production outcomes through a two-dimensional model of organizational commitment. Academy of Management Journal, 35, 671-684.
Meyer, J. P., Allen, N. J., & Gellatly, I. R. (1990). Affective and continuance commitment to the organization: Evaluation of measures and analysis of concurrent and time-lagged relations. Journal of Applied Psychology, 75, 710-720.
McGee, G. W., & Ford, R. C. (1987). Two or more? Dimensions of organizational commitment: Reexamination of the affective and continuance commitment scales. Journal of Applied Psychology, 78, 638-641.
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occupations: Extension and test of a three-component conception. Journal of Applied Psychology, 78, 538-551.new window
Meyer, J. P., & Smith, C.A. (2002). HRM practices and organizational commitment: Test of a mediation model. Canadian Journal of Administrative Sciences, 17, 319-331.
Meyer, J. P., Bobocel, D. R., &Allen, N. J. (1991). Development of organizational commitment during the first year of employment: A longitudinal study of pre-and post-entry influences. Journal of Management, 17, 713-733.
Meyer, J. P., Paunonen, S. V., Gellatly, I. R., Goffin, R. D., & Jackson, D. N. (1989). Organizational commitment and job performance: It’s the nature of the commitment that counts. Journal of Applied Psychology, 74, 152-156.
Meyer, J. P., & Allen, N. J. (1997). Commitment in the workplace: Theory research and application. Thousand Oaks, CA: Sage.
Meyer, J. R., &Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1, 61-98.
Moorison, J. P., Stanely, D. J., Herscovitch, L., ＆ Topolnytsky, L, (2002).“ Affective, continuance, and normative Commitment to the Organization : A meta-analysis of antecedents, correlates, and consequences” Journal of Vocational, Behavior, 61, 20-52.
Ｍoorison, E.W. (1994). Role definitions and organizational citizenship behavior: The importance of the employee’s perspective. Academy of Management Journal, 37, 1543-1567.
Moorman, R. H., Niehoff, B. P., & Organ, D. W. (1993). Treating employees fairly and organizational citizenship behavior: Sorting the effects of job satisfaction, organizational commitment, and procedural justice. Employee Responsibilities and Rights Journal, 6, 209-225.
Moorman, R. H., & Blakely, G. L. (1995). Individualism-collectivism as an individual difference predictor of organizational citizenship behavior. Journal of Organizational Behavior, 16, 127-142.
Morgan RM, Hunt SD. The commitment-trust theory of relationship marketing. J Mark Journal of Marketing. 1994;58:20-38 (July).
Mowday, R. T., Porter, L. W., & Steers, R. M. (1982). Employee-organization linkages: The psychology of commitment, absenteeism, and turnover. San Diego, CA: Academic Press.
Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14, 224-247.
Mowday, R. t. (1998). Reflections on the study and relevance of organizational commitment. Human Resource Management Review, 8(4), 387-401.
Munene, J. C. 1995. Not-on-seat: An investigation of some correlates of organizational citizenship behavior in Nigeria. Applied Psychology: An International Review, 44 (2) : 111-122.
O’Reilly III, C. A., & Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71, 492-499.
Organ, D. W., & Ryan, K. (1995). A meta-analysis review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775-802.
Organ, D. W. (1990). The motivational basis of organizational citizenship behavior. In B. M. Staw, & L. L. Cummings (Eds.), Research in Organizational Behavior (12). Greenwich, CT: JAI Press.
Parasuraman A, Berry LL, Zeithmal VA. Refinement and reassessment of the SERVQUAL scale, J Retailing Journal of Retailing, 1991;67(4):12-40.
Parasuraman A, Zeithmal VA, Berry LL. A conceptual model of service quality and its implications for future research. J Mark of Marketing, 1985;49(4):41-50.
Parasuraman A, Zeithmal VA, Berry LL. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retailing Journal of Retailing, 1988;64(1):12-40.
Paulin M, Ferguson RJ, Alvarez-Salazar AM. External effectiveness of service management: a study of business-to-business relationships in Mexico, Canada, and USA. Ind Manage Journal of Service and Industrial Management, 1999;10(5):409-29.
Paulin M, Ferguson RJ, Payaud M. Business effectiveness and professional service personnel: relational or transactional managers? Eur J Mark Journal of Service and Industrial Mangement, 2000;34(3/4):453-71.
Paulin M, Perrien J, Ferguson RJ. Relational contract norms and the effectiveness of commercial banking. Int J Serv Ind Manage International, 1997;8(5):435-52.
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59, 603-609.
Powell, D. M. & Meyer, J. P. (2004), 〝Side-bet theory and the three-componet model of organizational commitment.〞Journal of Vocational Behavior, Vol. 65, pp. 157-177.
Randall, D. M., Fedor, A. B., & Longenecker, C. O. (1990). The Behavioral expression of organizational commitment. Journal of Vocational Behavior, 36, 210-224.
Randall, D. M. (1990). The consequences of organizational commitment: Methodological investigation. Journal of Organizational Behavior, 11, 361-378.
Reichheld F, Sasser WE. Zero defections: quality comes to services. Har Bus Rev Harvard Business Review, 1990;68:105-11(September/October).
Rousseau DM, Parks JM. The contracts of individuals and organizations. In: Staw BM, Cummings LL, editors. Research in organizational behavior, vol. 15. Greenwich, CT: JAI Press, 1993. p. 1-43.
Rousseau, D. M. (1998). Why workers still identify with organizations. Journal of Organizational Behavior, 19, 217-233.
Rust RT, Zaorik AJ, Keiningham TL. Return on quality (ROQ): making service quality financially accountable. J Mark 1995;59:58-70(April).
Ryan, A. M., Schmit, M. J., & Johnson, R. (1996). Attitudes and effectiveness-examining relations at an organizational level. Personnel Psychology, 49(Spring), 853-882.
Scholl, R. W. (1981). Differentiating commitment from expectancy as a motivation force. Academy of Management Review, 6, 589-599.
Shore, L. M., & Tetrick, L. E. (1991). A construct validity study of the survey of perceived organizational support. Journal of Applied Psychology, 76, 637-643.
Shore, L. M., & Wayne, S. J. (1993). Commitment and employee behavior: Comparison of affective commitment and continuance commitment with perceived organizational support. Journal of Applied Psychology, 78, 774-780.
Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68, 653-663.
Somers, M. J., & Birnbaum, D. (1998). Work-related commitment and job performance: It’s also the nature of the performance that counts. Journal of Organizational Behavior, 19, 621-634.
Somers, M. J. (1995). Organizational commitment, turnover and absenteeism: An examination of direct and interaction effects. Journal of Organizational Behavior, 16, 49-58.
Somers, M. J. (1993). A test of the relationship between affective and continuance commitment using non-recursive models. Journal of Occupational and Organizational Psychology, 66,185-192.new window
Stevens, J. M., Beyer, J. M., & Trice, H. M. (1978). Assessing personal, role, and organizational predictors of managerial commitment. Academy of Management Journal, 21, 380-396.
Tansky, J. W. (1993). Justice and organizational citizenship behavior; What is the relationship? Employee Responsibilities and Rights Journal, 6, 195-207.
Tsui, A. S., Ashford, S. J., StClair, L., & Xin, K. R. (1995). Dealing with discrepant expectations: Response strategies and managerial effectiveness. Academy of Management Journal, 38, 1515-1543.
Tucker, L. R., & Lewis, C. (1973). The reliability coefficient for maximum likelihood factor analysis. Psychometrika, 38, 1-10.
Vanderberghe, C. (1996). Assessing organizational commitment in a Belgian context: Evidence on the three-dimensional model. Applied Psychology: An International Review, 45, 371-386.
Wiener, Y. (1982). Commitment in organizations: A normative view. Academy of Management Review, 7, 418-128.
Wiener, Y., & Vardi, Y. (1980). Relationships between job, organization and career commitments and work outcomes: An integrative approach. Organizational Behavior and Human Performance, 26, 81-96.
Williams, L. J. ＆ Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17, 601-617.
Yoon, M. H. ＆ Suh, J. (2003). “ Organizational citizenship behaviors and service quality as external effectiveness of contact employees.”Journal of Business Research, 56, 597-611.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
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：2681（臺灣：2655，外國：26） ／ 本年度總使用人次：1780212 ／ 訪客人次（自102年09月）：67583680
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