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：組織公平對客服員工角色外行為之影響
作者：王家福
作者(外文)：WANG JIA-FURE
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：2009
主題關鍵詞：組織公平；組織承諾；主管信任；角色外行為；organizational justice；organizational commitment；supervisory trust；extra-role 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(1) 博士論文(2) 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:39
本研究除驗證組織公平對客服員工角色外行為之影響外，並試圖以社會交換關係中的重要變數，亦即組織承諾與主管信任，探討在顧客服務的情境下，其對於組織公平與客服員工角色外行為之間關係的中介影響。依據學者們對於組織公平與組織承諾、組織承諾與角色外行為、組織公平與角色外行為、組織公平與主管信任、主管信任與角色外行為等構念間關係之論述或實證研究，本研究推論社會交換關係中的組織承諾和主管信任可能是客服員工知覺組織公平與其角色外行為間的中介變數。
以學者認為組織公平、組織承諾、主管信任等3者皆為二階因素的一種潛在構念，本研究探討其對角色外行為間之關係，因此，本研究建立了一種同時包含3個二階因素的觀念性架構。以台鐵第一線的客服員工作為研究母體，並以台鐵的列車長作為研究樣本，依據回收的544份有效問卷，經由Lisrel 8.51統計軟體進行線性結構關係模式分析以驗證研究模型和檢定研究假說。
研究結果發現：(1)知覺組織公平會直接影響客服員工對於組織承諾的程度；(2)知覺組織公平對組織承諾的關係，也會經由主管信任產生間接影響；(3)在顧客服務的情境下，客服員工角色外行為會受到客服員工對於組織承諾程度的影響；(4)在顧客服務的情境下，客服員工角色外行為，不會直接受到客服員工知覺組織公平程度的影響，但客服員工知覺組織公平對角色外行為的關係，會受到組織承諾的中介影響，也會受到組織承諾與主管信任的聯合中介影響；(5)客服員工對於主管的信任，會受到其知覺組織公平的影響；(6)客服員工角色外行為，不會受到客服員工對於主管信任程度的直接影響，但主管信任對客服員工角色外行為的關係，會經由組織承諾產生間接影響；(7)客服員工的組織承諾會受到主管信任的影響。
為促進客服員工於面對顧客時進行角色外行為，本研究提出實務管理上的建議：(1)服務業首先應提高客服員工組織承諾的程度；(2)其次應公平的對待客服員工，藉以強化客服員工對主管的信任和提高對組織的承諾。(3)建立客服員工的主管信任，藉以提高對組織的承諾。
Except to verify the influence of perceived organizational justice on extra-role behaviors of frontline service employees, organizational commitment and supervisory trust, as important variables in social exchange relation, are also examined their effects on the relationship between perceived organizational justice and extra-role behaviors of frontline service employees by this study. Organizational commitment and supervisory trust are inferred as intermediating variables between perceived organizational justice and extra-role behaviors of frontline service employees by the relationship between organizational justice and organizational commitment, by the relationship between organizational commitment and extra-role behaviors, by the relationship between organizational justice and extra-role behaviors, by the relationship between organizational justice and supervisory trust, by the relationship between supervisory trust and extra-role behaviors, and by the relationship between supervisory trust and organizational commitment.
The effects of organizational justice on extra-role behaviors of frontline service employees are examined by three latent second-order constructs, namely organizational justice, organizational commitment, and supervisory trust. By three latent second-order constructs, a conceptual structure was developed. The frontline employees of Taiwan Railway Administration Bureau (TRA) as the populations of this study, questionnaires were distributed to train conductors of TRA. According to 544 returned and valid questionnaires, a linear structure relation modeling was administered by Lisrel 8.51 to examine the research model and hypotheses.
The results indicate that perceived organizational justice affect organizational commitment directly, that organizational justice affect organizational commitment indirectly through influence by supervisory trust, that the extra-role behaviors of frontline service employees are affected by organizational commitment, that perceived organizational justice has no direct effect on the extra-role behaviors of frontline service employees, but that perceived organizational justice has indirect effect on the extra-role behaviors of frontline service employees through the mediation by organizational commitment or through the combined mediation by organizational commitment and supervisory trust, and that supervisory trust would be affected by organizational justice, that supervisory trust has no direct effect on the extra-role behaviors of frontline service employees, but that supervisory trust has indirect effect on the extra-role behaviors of frontline service employees through the influence by organizational commitment, and that supervisory trust affect organizational commitment.
In the service industry, in order to stimulate the extra-role behaviors of frontline service employees, some suggestions in management practice are proposed. It is especially important to advance the level of organizational commitment of frontline service employees first, second to treat frontline employees fairly in order to promote their supervisory trust and deepen their level of organizational commitment, and lastly, to build supervisory trust among frontline service employees in order to increase their level of organizational commitment.
參考文獻
一、中文部分
方妙玲，2007，倫理領導、信任、個人需求實現對組織承諾的影響，企業管理學報，74期：頁1-40。new window
林淑姬、樊景立、吳靜吉和司徒達賢，1994，薪酬公平、程序公正與組織承諾、組織公民行為關係之研究，管理評論，13卷2期：頁87-107。new window
林鉦棽，1996，組織公正、信任、組織公民行為之研究：社會交換理論之觀點，管理科學學報，13卷3期：頁391-415。
陳正昌、陳炳林、陳新豐和劉子鑑，2003，多變量分析方法－統計軟體運用，第3版，台北市：五南。
陳春希、李旭梅、鄭晉昌和魏裕興，2009，工作身份、角色衝突與組織承諾對組織公民行爲影響之探究：以台灣高速鐵路BOT計畫案爲例，輔仁管理評論，16卷1期：頁1-18。new window
張瑞當、徐漢祥和倪豐裕，2001，公平性認知對組織成員工作滿意度與組織承諾影響之實證研究，中山管理評論，9卷1期：頁135-163。new window
蔡啟通，2007，互動正義與組織承諾、組織公民行為：角色壓力之中介效果及領導行為之干擾效果，管理學報，24卷3期：頁253-276。new window
賴明政，2004，企業倫理行為、組織承諾、工作滿足與組織公民行為關係之研究，企業管理學報，60期：頁31-60。new window
羅新興、戚樹誠和黃國隆，2005，受評者對績效評核的程序正義知覺之前因及其影響，管理學報，22卷3期：頁341-358。new window
二、英文部份
Adams, J. S. 1965. Inequity in social exchange. In L. BerKowitz (Ed.), Advances in experimental social psychology, 2: 267-299. New York: Academic Press.
Alexander, S., & Ruderman, M. 1987. The role of procedural and distributive justice in organizational behavior. Social Justice Research, 1(2): 177-198.
Allen, N. T., & Meyer, J. P. 1990. The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology, 63(1): 1-18.
Allen, N. T., & Meyer, J. P. 1996. Affective, continuance, and normative commitment to the organization: An examination of construct, and validity. Journal of Vocational Behavior, 49(3): 252-276.
Ambrose, M. L., & Schminke, M. 2003. Organizations structure as a moderator of the relationship between procedure justice, interactional justice, perceived organizational support, and supervisory trust. Journal of Applied Psychology, 88(2): 295-305.
Anderson, J. C., & Narus, J. A. 1990. A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1): 42-58.
Angle, H. L., & Perry, J. L. 1981. An empirical assessment of organizational commitment and organizational effectiveness. Administrative Science Quarterly, 26(1): 1-14.
Aryee, S., Budhwar, P. S., & Chen, Z. X. 2002. Trust as a mediator of the relationship between organizational justice and work outcomes: Test of a social exchange model. Journal of Organizational Behavior, 23(3): 267-285.
Bagozzi, R. P., & Yi. Y. 1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1): 74-94.
Baron, R. A. (1993). Criticism (informal negative feedback) as a source of perceived unfairness in organizations: Effects, mechanisms, and countermeasures. In R. S. Cropanzano (Ed.), Justice in the workplace: Approaching fairness in human resource management: 155-170. Hillsdale, NJ：Erlbaum.
Beatty, S. E. 1988. An exploratory study of organizational values with a focus on people orientation. Journal of Retailing, 64(4): 405-425.
Bettencourt, L. A., & Brown S. W. 1997. Contacte employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73 (1): 39-61.
Bettencourt, L. A., & Brown, S. W. 2003. Role stressors and customer-oriented boundary-spanning behaviors in service organization. Journal of the Academy of Marketing Science, 31 (4): 394-408.
Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. 2005. Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents. Journal of Retailing, 81 (2): 141-157.
Bies, R. J., & Moag, J. S. 1986. Interactional justice: Communication criteria of fairness. In R. J. Lewicki, B. H. Sheppard. & B. H. Bazerman (Eds.), Research on negotiation in organizations, 1: 43-55. Greenwich, CT: JAI Press.
Bies, R. J., & Shapiro, D. L. 1987. Interactional fairness justice: The influence of causal accounts. Social Justice Research, 1(2): 199-218.
Bies, R. J., Shapiro, D. L., & Cummings, L. L. 1988. Causal accounts managing organizational conflict: Is it enough to say it’s not my fault? Communication Research, 15(4): 381-399.
Black, G. S., 2008. Trust and commitment: Reciprocal and multidimensional concepts in distribution relationships. S.A.M. Advanced Management Journal, 73(1), 46-55.
Borman, W. C., & Motowidlo, S. J. 1993. Expanding the criterion domain to include elements of contextual performance. In N. Schmitt & W. C. Borman (Eds.), Personnel selection in organizations: 71-98. San Francisco: Jossey-Bass.
Borman, W. C., & Motowidlo, S. J. 1997. Task performance and contextual performance: The meaning for personnel selection research. Human Performance, 10(2): 99–109.
Brady, M. K., & Cronin, J. Jr. 2001. Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3): 241-51.
Brief, A. P., & Motowidlo, S. J. 1986. Prosocial organizational behaviors. Academy of Management Review, 11(4): 710-725.
Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. 2002. The customer orientation of service workers: Personality trait effects on self and supervisor performance ratings. Journal of Marketing Research, 39(1): 110-119.
Buchanan, B. II. 1974. Building organizational commitment, the socialization of managers in work organizations. Administrative Science Quarterly, 19(4): 533-546.
Butler, J. K., & Cantrell, R. S. 1984. A behavioral decision theory approach to modeling dyadic trust in superiors and subordinates. Psychological Reports, 55(1): 19-28.
Chiaburu, D. S. & Lim, A. S. 2008. Manager trustworthiness or interactional justice? Predicting organizational citizenship behaviors. Journal of Business Ethics, 83(3): 453–467.
Churchill, Jr., & Gilbert, A. 1979. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16 (1): 64-73.
Cohen, A., & Vigoda, E. 2000. Do good citizen make good organizatioal citizens? An empirical examination of the relationship between general citizenship and organizational citizenship behavior in Israel. Administration and Society, 32(5): 596-624.
Cohen-Charash, Y., & Spector, P. E. 2001. The role of justice in organizations: A meta-analysis. Organizational Behavior and Human Decision Processes, 86 (2): 278-321.
Coleman, J. S. 1957. Multidimensional scale analysis. American Journal of Sociology, 63(3): 253-263.
Colquitt, J. A. 2001. On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology, 86(1): 386-400.
Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O. L. H., & Ng, K. L. 2001. Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3): 425-445.
Cook, J. & Wall, T. 1980. New work attitude measures of trust, organizational commitment and personal need non-fulfilment. Journal of Occupational Psychology, 53(1): 39-52.
Coyle-Shapiro, J. A., Morrow, P. C., Richardson, R., & Dunn, S. R. 2002. Using profit sharing to enhance employee attitudes: A longitudinal examination of the effects on trust and commitment. Human Resource Management, 41(4): 423–439.
Creed, W. E. D., & Miles, R. E. 1996. Trust in organizations: Conceptual framework linking organizational form, managerial philosophies and the opportunity costs of controls. In R. M. Kramer, & T. R. Tyler (Eds.), Trust in organizations: Frontiers of control and research: 16-38. Thousands Oak, CA: Sage.
Cropanzano, R., & Folger, R. 1989. Referent cognitions and task decision autonomy: Beyond equity theory. Journal of Applied Psychology, 74(2): 293-299.
Crosby, F. 1984. Relative deprivation in organizational settings. In L. L. Cummings, & B. M. Staw (Eds.), Research in organizational behavior, 6: 51-93. Greenwich, CT: JAI Press.
Deluga, R. J. 1994. Supervisor trust building, leader-member exchange and organizational citizenship behaviour. Journal of Occupational and Organizational Psychology, 67(4): 315-326.
Dirks, K. T., & Ferrin, D. L. 2002. Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology, 87(4): 611-628.
Dirks, K. T. 1999. The effects of interpersonal trust to work group performance. Journal of Applied Psychology, 84(3), 445-455.
Donavan, D. T., Brown. T. J., & Mowen, J. C. 2004. Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1): 128-146.
Farrell, M. A. 2003. The effect of downsizing on market orientation: The mediating roles of trust and commitment. Journal of Strategic Marketing, 11 (1): 55-74.
Folger, R., & Cropanzano, R. 1998. Organizational justice and human resource management. Thousand Oaks, Calif: Sage Publications.
Folger, R., & Konovsky, M. A. 1989. Effects of procedural justice and distributive justice on reactions to pay raise decision. Academy of Management Journal, 32(1): 115-130.
Fornell, C. & Larcker, D. F. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50.
Gouldner, H. P. 1960. Dimensions of organizational commitment. Administrative science quarterly, 4(4): 468-490.
Greenberg, J. 1989. Cognitive re-evaluation of outcomes in response to underpayment inequity. Academy of Management Journal, 32(1): 174-184.
Greenberg, J. 1990. Organizational justice: Yesterday, today and tomorrow. Journal of Management, 6(2): 399-432.
Hartline, M. D., & Ferrell, O. C. 1996. The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60 (4): 52-70.
Hartline, M. D., Maxham, J. G., III, & Mckee, D. O. 2000. Corridors of influence in the dissemination of customer-oriented strategy on customer contact service employees. Journal of Marketing, 64(2): 35-50.
Homans, G. C. 1961. Social behavior: Its Elementary Forms. New York: Harcourt, Brace, & World.
Hosmer L. R., & Kiewitz, C. 2005. Organizational justice: A behavioral science concept with critical implications for business ethics and stakeholder theory. Business Ethics Quarterly, 15(1): 61-91.
Hosmer, L. T. 1995. Trust: The connecting link between organizational theory and philosophical ethics. Academy of Management Review, 20(2): 379-403.
Hrebiniak, L. G. & Alutto, J. A. 1972. Personal and role-related factors in the development of organizational commitment. Administrative Science Quarterly, 17(4): 555-573.
Jaros, S. T., Jermimer, J. M., Kochler, J. W., & Sincich, T. 1993. Effects of compliance, affective, and model commitment on the withdrawal process: An evaluation of eight structural equation models. Academy of Management Journal, 36(5): 951-995.
Kanter, R. M. 1968. Commitment and social organization: A study commitment mechanisms in utopian communities. American Sociological Review, 33(4): 499-517.
Kelley, S. W., & Hoffman, K. D. 1997. An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3): 407-427.
Kelman, H. C. 1958. Compliance, identification, and internalization: Three processes of attitude change. Journal of Confict Resolution, 2(1):51-60.
Kim, J. Y., Moon, F., Han, D., & Tikoo, S. 2004. Perceptions of justice and employee willing to engage in customer-oriented behavior. Journal of Service Marketing, 18(4): 267-275.
Kim, W. C., & Mauborgne, R. A. 1993. Procedural justice, attitudes, and subsidiary top management compliance with multinationals’ corporate strategic decisions. Academy of Management Journal, 36(3): 502-526.
Kim, W. C., & Mauborgne, R. A. 1996. Procedural justice and managers’ in-role and extra-role behavior: The case of the multinational. Management Science, 42(4): 499-515.
Klendauer, R. & Deller, J. 2009. Organizational justice and managerial commitment in corporate mergers. Journal of Managerial Psychology, 24(1): 29-45.
Koc, U., Paksoy, M., & Torlak, O. 2008. How do extra-role behaviors affect salespeople's performance? An empirical examination. Journal of Transnational Management, 13(1): 58-76.
Konovsky, M. A., & Cropanzano, R. S. 1991. Perceived fairness of employee drug testing as a predictor of employee attitudes and job performance. Journal of Applied Psychology, 76(5): 698-707.
Konovsky, M. A., & Organ, D. W. 1996. Dispositional and contextual determinants of organizational citizenship behavior. Journal of Organizational Behavior, 17(3): 253-266.
Konovsky, M. A., & Pugh, S. D. 1994. Citizenship behavior and social exchange. Academy of Management Journal, 37(3): 656-669.
Lee, Y. K., Nam, F. H., Park, D. H., & Lee, K. H. 2006. What factors influence customer-oriented prosocial behavior of customer-contact employees? Journal of Service Marketing, 20(4): 251-264.
Leventhal, G. S. 1980. What should be done with equity? In K. J. Gergen, M. S. Greenberg, & R. H. Willis (Eds.), Social exchange: Advances in theory and research: 27-55. New York: Plenum.
Lewicki, R. J., & Bunker, B. B. 1996. Developing and maintaining trust in work relationships. In R. M. Kramer, & T. R. Tyler, (Eds.), Trust in organizations: Frontiers of theory and research: 114-139. Thousands Oaks, CA: Sage Publications.
Lind, E. A., & Tyler, T. R. 1988. The social psychology of procedure justice. New York: Plenum Press.
Lytle, R. S., Hom, P. W., & Mokwa, M. P. 1998. SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4): 455-489.
Mackenzie, S. B., Podsakoff, P. M., & Ahearne, M. 1998. Some possible antecedents and consequences of in-role and extra-role salesperson performance. Journal of Marketing, 62(3): 87-98.
Martin, J. 1981. Relative deprivation: A theory of distributive injustice for an era of shrinking resources. In L. L. Cummings, & B. M. Staw (Eds.), Research in organization behavior, 3: 53-107, Greenwich, CT: JAI Press.
Masterson, S. S. 2001. A trickle-down model of organizational justice: Relating employee's and customers’ perceptions of and reactions to fairness. Journal of Applied Psychology, 86(4): 594-604.
Masterson, S. S., Lewis, K., Goldman, B. M., & Taylor, M. S. 2000. Integrating justice and social exchange: The differing effects of fair procedures and treatment on work relationships. Academy of Management Journal, 43(4): 738-748.
Mathieu, J. E., & Zajac, D. 1990. A review and meta-analysis of the antecedents, correlates, and consequences of organization commitment. Psychological Bulletin, 108(2): 171-194.
Maxham, J. G., III, & Netemeyer, R. G. 2002. Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4): 239-252.
Maxham, J. G., III, & Netemeyer, R. G. 2003. Firms reap what they sow: The effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 67(1): 46-62.
Mayer, R. C., & Schoorman, P. D. 1992. Predicting participation and production outcomes through a two dimensional model of organizational commitment. Academy of Management Journal, 35(3): 671-684.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. 1995. An integrative model of organizational trust. Academy of Management Review, 20(3): 709-734.
McAllister, D. J. 1995. Affects- and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1): 24-59.
McFarlin, D. B., & Sweeney, P. D. 1992. Distributive justice and procedural justice as perception of satisfaction with personal and organizational outcomes. Academy of Management Journal, 35(3): 626-637.
Meyer. J. P., & Allen, N. T. 1991. A three-component conceptualization of organizational commitment. Human Resource Management Review, 1(1): 61-89.
Meyer. J. P., & Herscovitch L. 2001. Commitment in the workplace: Toward a general model. Human Resource Management Review, 11(3): 299-326.
Meyer, J. P., Becker, T. E. & Vandenberghe, C. 2004. Employee commitment and motivation: A conceptual analysis and integrative model. Journal of Apply Psychology, 89(6): 991-1007.
Mishra, J. 1990. Trust in employee/employer relationships: A survey of west Michigan managers. Public Personnel Management, 19(4): 443-463.
Moorman, R. H. 1991. Relationships between organizational justice and organizational citizenship behaviors. Journal of Applied Psychology, 76(6): 845-855.
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.
Moorman, C., Deshpandé, R., & Zaltman, G. 1993. Factors affecting trust in market research relationships. Journal of Marketing, 57(1):81-101.
Moorman, C., Zaltman, G., & Deshpandé, R. 1992. Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3):314-328.
Morgan, R. M., & Hunt, S. D. 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3): 20-38.
Morrow, P. C. 1983. Concept redundancy in organization research: The case of work commitment. Academy of Management Review, 8(3): 486-500.
Motowidlo, S. J., Borman, W. C., & Schmit, M. J. 1997. A theory of individual differences and contextual performance. Human Performance, 10(2): 71–83.
Mowday, R. T., Porter, L. W., & Steers, R. M. 1982. Employee-organizational linkages: The psychology of commitment, absenteeism, and turnover. New York: Academic Press.
Mowday, R. T., Strees, R., & Porter, L. W. 1979. The measurement of organizational commitment. Journal of Vocational Behavior, 14(2): 224-247.
Munene, J. C. 1995. Not-on-seat: An investigation of some correlates of organizational citizenship behavior in Nigeria. Applied Psychology: International Review, 44(2): 111-122.
Narver, J. C., & Slater S. F. 1990. The effect of a market orientation on business profitability. Journal of Marketing, 54(4): 20-35.
Niehoff, B. P., & Moorman, R. H. 1993. Jusice as a mediator of the relationship between methods of monitoring and organizational citizenship behavior. Academy of Management Journal, 36 (3): 527-556.
O’Reilly, C. A., III, & 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.
O’Reilly, C. A., III, Chatman, J., & 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.
Organ, D. W. 1988. Organizations citizen behavior: The good soldier syndrome. Lexington, MA: Lexington Books.
Organ, D. W., & Konovsky, M. 1989. Cognitive versus affective determinants of organizational citizenship behavior. Journal of Applied Psychology, 74(1): 157-164.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1): 5-6.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. 2005. E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3): 213-233.
Penley, L.E., & Gould, S. 1988. Etzioni’s model of organizational involvement: A perspective for understanding commitment to organizations. Journal of Organizational Behavior, 9(1): 43-59.
Pillai, R., Schriesheim, C. A., & Williams, E. S. 1999. Fairness perceptions and trust as mediators for transformational and transactional leadership: A two-sample study. Journal of Management, 25(6): 897-933.
Podsakoff, P. M., & Mackenzie, S. B. 1997. Impact of organizational citizenship behavior on organizational performance: A review and suggestions for future research. Human Performance, 10 (2): 131-151.
Podsakoff, P. M., Mackenzie, S. B, Paine J. B., & Bachrach, D. G. 2000. Organization citizen behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3): 513-563.
Podsakoff, P. M., Nichoff, B. P., Moorman, R. H., & Fetter, R. 1990. Transformational leader behaviors and their effects on followers’ trust in leader satisfaction, and organizational citizenship behaviors. Leadership Quarterly, 1(2): 107-142.
Poon, J. M. L. 2006. Trust-in-supervisor and helping coworkers: Moderating effect of perceived politics. Journal of Managerial Psychology, 21(6): 518-532.
Porter, L. W., Crampon, W. J., & Smith, F. J. 1976. Organizational commitment and managerial turnover: A longitudinal study. Organization Behavior and Human Performance, 15(1): 87-98.
Price, J. L., & Mueler, C. W. 1986. Handbook of organization measurement. Marshfield, MA: Pitman.
Qrgan, D. W., & Konovsky, M. 1989. Cognitive versus affective determinants of organizational citizenship behaviors. Journal of Applied Psychology, 74(1): 157-164.
Ramaswami, S. N, & Singh, J. 2003. Antecedents and consequences of merit pay fairness for industrial salespeople. Journal of Marketing, 67(4), 46-66.
Rempel, J. K., & Holmes, J. G. 1986. How do I trust thee? Psychology Today, 20 (2): 28-34.
Robbins, S. P. 1996. Organization behavior: Concepts controversies and application (7th ed.). NJ：Prentice Hall.
Robinson, S. L., & Morrison, E. W. 1995. Psychological contracts and OCB: The effect of unfulfilled obligations on civic virtue behavior. Journal of Organizational Behavior, 16(3): 289-298.
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. 1998. Not so different after all: A cross-discipline view of trust Academy of Management. Academy of Management Review, 23(3): 393-404.
Ruppel, C. P. & Harrington, S. J. 2000. The relationship of communication, ethical work climate, and trust to commitment and innovation. Journal of Business Ethics, 25(4): 313-328.
Saxe, R., & Weitz, B. A. 1982. The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19 (3): 343-351.
Scullen, S. E., & Mount, M. K. 2000. Understanding the latent structure of job performance ratings. Journal of Applied Psychology, 85(6): 956-970.
Sheldon, M. E. 1971. Investments and involvements as mechanisms producing commitment to the organization. Administrative Science Quarterly, 16(2): 143-150.
Simon, H. A., Smithburg, D. W. & Thompson, V. A. 1950. Public administration. New York: Knopf.
Simons, T. & Roberson, Q. 2003. Why managers should care about fairness: The effects of aggregate justice perceptions on organizational outcomes. Journal of Applied Psychology, 88(3): 432-443.
Slater, S. F., & Narver, J. C. 1994. Does competitive environment moderate the market orientation–performance relationship? Journal of Marketing, 58 (1), 46–55.
Stock, R. M., & Hoyer, W. D. 2005. An attitude-behavior model of salespeople's customer orientation, Journal of the Academy of Marketing Science, 33(4): 536-552.
Strees, R. M. 1977. Antecedents and outcomes of organizational commitment. Administrative Science Quarterly, 22(1): 46-56.
Tang, S., Robertson, P. J., & Lane, C. E. 1996. Organizational types, commitment, and managerial actions. Public Productivity & Management Review, 19(3): 289-312.
Thibaut, J., & Walker, L. 1975. Procedure justice: A psychological analysis. Hillsdale, NJ: Erlbaum.
Tyler, T. R. 1989. The psychology of procedure justice: A psychological Analysis. Hillsdale, NJ: Lawrence Erlbaum Associates.
Tyler, T. R., & Bies, R. J. 1989. Beyond formal procedures: The interpersonal context of procedure justice. In J. Carroll (Ed.), Advances in applied social psychology: Business settings : 77-98, Hillsdale, NJ: Lawrence Erlbaum Associates.
Viswesvaran, C., & Ones, D. S. 2002. Examining the construct of organizational justice: A meta-analytic evaluation of relations with work attitudes and behaviors. Journal of Business Ethics, 38 (3): 193-203.
Weiner Y. 1982. Commitment in organization: A normative view. Academy of Management Review, 7(3): 418-428.
Whitener E. M., Brodt, S. E., Korsgaard, M. A., & Werner, J. M. 1998. Manager as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior. Academy of Management Review, 23(3): 513-530.
Wiesenfeld, B. M., Swann, W. B. Jr., Brockner, J., & Bartel, C. A. 2007. Is more fairness always preferred? Self-esteem moderates reactions to procedure justice. Academy of Management Journal, 50(5): 1235-1253.
Wong, Y. T., Ngo, H. Y., & Wong, C. S. 2006. Perceived organizational justice, trust, and OCB: A study of Chinese workers in joint ventures and state-owned enterprises. Journal of World Business, 41(4): 344-355.
Yang, J., Mossholder, K. W., & Peng T. K. 2009. Supervisory procedural justice effects: The mediating roles of cognitive and affective trust. The Leadership Quarterly, 20(2): 143-154
Zeithmal, V. A., Berry, L. L., & Parasuraman, A. 1988. Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2): 35-48.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
1. 國民中學兼任行政職教師知覺組織公平、組織承諾與離職意圖之研究
2. 跨層次觀點下家長式領導、倫理氣候、組織承諾與組織公民行為關係之研究
3. 國民中學教師自我調節學習、驚輸、工作投入與組織公民行為關係之研究-以工作投入為中介變項
4. 技術型高中具新住民子女身分之學生在組織正義、 同儕關係、師生關係與學習滿意度之研究 －從教師與學生觀點探討
5. 高職校長變革領導、教師組織承諾、學校組織文化與學校競爭優勢關係之研究
6. 異文化管理與組織承諾之關係－並兼論企業倫理教育訓練之干擾效果
7. 餐旅業職場欺凌與員工幸福感：組織正義與職場友誼之調節角色
8. 國民中學教師組織公平、專業承諾與組織公民行為關係之研究
9. 國民小學教師組織政治知覺、印象管理動機與 組織公民行為之關聯性：多層次模型的分析
10. 組織公平與印象管理對薪酬制度與角色外行為的干擾效果研究
11. 以社會認知理論觀點探討組織知識分享行為
12. 高職校長轉型領導、教師組織承諾與教師組織公民行為關係之研究
13. 工作價值觀與服務導向組織公民行為之研究─以警專學生為例探討心理契約與專業承諾之中介效果
14. 體育行政人員工作滿意、工作壓力、組織承諾與工作績效之研究
15. 部屬知覺上下關係對組織公民行為之影響－以權力距離為調節變項
 
無相關著作
 
無相關點閱
 
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：362（臺灣：355，外國：7） ／ 本年度總使用人次：1669892 ／ 訪客人次（自102年09月）：67471527
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