:::

詳目顯示

回上一頁
題名:國小校長推行內部行銷與教師對家長顧客導向行為之關係:干擾的觀點
作者:張靜雲
作者(外文):Jing-yun Chang
校院名稱:國立臺南大學
系所名稱:教育經營與管理研究所博士班
指導教授:丁學勤
學位類別:博士
出版日期:2013
主題關鍵詞:工作負荷主動性人格工作價值觀顧客導向行為內部行銷領導者-部屬關係work loadproactive personalitywork valuecustomer-oriented behaviorinternal marketingleader-subordinate relationship
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(2) 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:114
國小班級教師是面對家長的第一線服務人員,如果班級教師能對家長展現顧客導向
行為,將可以提升家長對學校的滿意度。雖然過去研究證實領導者透過內部行銷的推行
可以提升員工的顧客導向行為,然而,在普遍引進內部行銷的現代教育現場,親師衝突
仍層出不窮,顯見內部行銷雖然可以提升顧客導向行為,但並非對每位成員都會產生相
同的效果。因此,本研究旨在探討校長推行內部行銷與教師對家長顧客導向行為之關係
間存在哪些可能的干擾變項。本研究提出自我實現工作價值觀、主動性人格、工作負荷
與領導者-部屬關係等四個干擾變項,以驗證干擾變項的干擾效果。
本研究以高雄市公立國民小學正職班級教師為研究對象,採分層比例立意抽樣方
式,抽取1200 名班級教師進行問卷調查,共回收有效問卷997 份,回收資料利用線性
結構關係模式(LISREL)進行驗證性因素分析以確定信效度後,再進行路徑分析以驗
證校長推行內部行銷對教師顧客導向行為的直接效果,最後進行多群組分析,加以驗證
干擾變項的干擾效果。
本研究發現校長所推行的內部行銷會正向影響教師對家長的顧客導向行為,然而對
於高自我實現工作價值觀的教師、高主動性人格的教師、知覺低工作負荷的教師及知覺
與校長關係較好的教師而言,校長所推行的內部行銷對教師顧客導向行為的影響效果較
明顯。
In elementary school, the formal class teachers are the front-line service employees to
face the students’ parents. The satisfaction of students’ parents towards school will be
enhanced, if teachers could present the customer-oriented behavior to student’s parents. The
past studies indicated that principals could elevate the customer-oriented behavior of
employees through implementing the internal marketing. Nevertheless, implementing the
internal marketing concept in the modern education scene is universal, but conflicts still occur
between students’ parents and school teachers. The phenomenon shows that the internal
marketing can enhance the customer-oriented behavior, but the effect is not the same for every
teacher. This study aims to explore the possible moderating variables which moderate the
relationship between the principals’ internal marketing implementation and the teachers’
customer-oriented behavior to students’ parents. Self-actualization work value, proactive
personality, work load, and leader-subordinate relationship are considered in this paper to
certify whether each variable moderates the relationship between the principals’ internal
marketing implementation and the teachers’ customer-oriented behavior to students’ parents.
This study is based on the public elementary schools’ formal class teachers which is
located in Kaohsiung City. This paper draws a total of 1200 teachers through the stratified
proportional purposive sampling, and 997 valid questionnaires are recovered. This study
adopts LISREL to test the reliability and validity of the questionnaires using the confirmatory
factor analysis. Moreover, path analysis is used to test the direct impact of principals’ internal
marketing implementation on teachers’ customer-oriented behavior. Finally, multiple-group
analysis is used to verify the moderating hypotheses.
This study finds that the principals’ internal marketing implementation has a positive
impact on the teachers’ customer-oriented behavior to student’s parents. Nevertheless, there
are some factors that influence the above relationship. For teachers with high
self-actualization work value, high proactive personality, low work load, and good
relationships with their principal, the principals’ internal marketing implementation has better
effect on the teachers’ customer-oriented behavior.
壹、中文部分
丁學勤(2008)。零售商承諾量表的發展與驗證。管理學報,25(2),195-220。new window
田新民、解志韜、祝金龍(2009)。員工主動性人格對組織公民行為和團隊績效的影響-new window
檢測一個路徑模型。人力資源管理學報,9(2),19-32。
江岷欽(2000)。顧客導向的服務理念。人力發展,72,20-31。
吳幼妃(1989)。國小教師之自我實現與工作滿意研究。教育學刊,8,89-131。new window
吳明隆(2008a)。論文寫作與量化研究。臺北:五南。
吳明隆(2008b)。結構方程模式-SIMPLIS 的應用。臺北:五南。
吳明隆(2011)。SPSS 操作與應用:問卷統計分析實務(第二版)。臺北:五南。
吳鐵雄、李坤崇、劉佑星、歐慧敏(1996)。大專畢業在職人員在工作價值觀量表之信效
度、常模與價值觀組型。測驗年刊,43,173-188。
沈進成、王銘傑(2006)。內部行銷對工作士氣影響關係之研究-以台灣省各縣市警察局new window
為例。警專學報,3(8),205-218。
沈進成、張延蓉(2002)。內部行銷、組織承諾、工作滿足與顧客導向服務關係之研究。
旅遊管理研究,2(2),79-99。
周麗芳(2002)。華人組織中的關係與社會網絡。本土心理學研究,18,175-228。new window
林奕成(2012)。以Hargreaves 教師情緒地理之架構來探究國小教師與家長互動情況。教new window
育學誌,27,175-220。
林新發(1999)。教育與學校行政研究-原理和應用。臺北:師大書苑。
林志成(2004)。校長卓越領導之行動智慧。學校行政雙月刊,33,10-20。
邱皓政(2008)。量化研究與統計分析SPSS 中文視窗版資料分析範例解析(第三版)。臺
北:五南。
高雄市政府教育局(2012)。組織編制:教育重要措施。2012 年12 月20 日,取自
http://www.kh.edu.tw/releaseRedirect.do?unitID=183&pageID=3068
張同廟、劉維群(2010)。影響大學學生事務團隊效能的相關因素探討。教育與社會研究,new window
20,55-103。
張宏生、劉芷伶(2009)。旅館業工作授權設計與員工工作態度之探討-工作價值觀之干new window
擾效果。餐旅暨家政學刊,6(4),307-325。
張婷婷、陸洛、黃睦芸(2011)。工作負荷與工作行為之關聯:主動人格為干擾變項。台
灣管理學刊,11(2),177-195。
167
張媛甯(2006)。內部行銷的核心理念及其在高等教育機構變革管理上之應用-以推動教
師績效評核方案為例。教育經營與管理研究集刊,2,97-123。
張慶勳(1997)。學校組織轉化領導研究。高雄:復文。new window
張潤書(1998)。行政學。臺北:三民。
戚樹誠(2007)。組織行為。臺北:雙葉書廊。
戚樹誠、羅新興(2004),組織成員的親信原委知覺與親信評價之關係-以國軍軍官為實new window
證對象。人力資源管理學報,4(4),73-84。
教育部(2012)。100(2011-2012)學年度各校基本資料庫檔案。2012 年12 月21 日,取
自http://www.edu.tw/statistics/content.aspx?site_content_sn=29767
郭生玉(1995)。心理及教育研究法。臺北:精華。
陳正昌、程炳林、陳新豐、劉子健(2011)。多變量分析方法統計軟體應用(第六版)。臺
北:五南。
陳光榮、陳素娟、劉鈺貞(2002)。推行內部行銷於政府部門之中。研習論壇,14,11-21。
陳佳雯、陸洛、許雅玉(2012)。工作要求、工作資源與員工工作態度之關聯:以勤勉審
慎性及主動性人格為干擾變項。人力資源管理學報,12(1),23-49。
陸洛、楊國樞(2005)。社會取向與個人取向的自我實現觀:概念分析與實徵初探。本土new window
心理學研究,23,3-69。
曾瑞譙、張文軫、郭姿秀(2009)。少子化對技專校院經營管理壓力與因應策略之分析。new window
教育研究與發展期刊,5(3),175-206。
黃芳銘(2006)。結構方程模式:理論與應用。臺北:五南。
黃品全(2004)。旅館餐飲人員賦能認知與服務導向組織公民行為之關聯-從領導者與成new window
員交換理論的觀點。觀光研究學報,10(4),19-37。
黃家齊(2002)。組織公正與組織公民行為-認知型與情感型信任的中介效果。臺大管理new window
論叢,12(2),107-141。
楊巧玲(2007)。教育改革與教師工作:台灣南部之一所國中之個案研究。教育政策論壇,new window
10(3),143-181。
楊濱燦(2004)。組織支持認知及領導者與部屬交換關係對組織公民行為影響效果之研new window
究。台灣管理學刊,4(2),141-160。
溫玲玉、蔡明達(2011)。健身俱樂部內部行銷對服務導向組織公民行為之影響-內部機new window
制觀點。觀光休閒學報,17(3),435-458。
葉重新(2001)。教育研究法。臺北:心理。
賴鳳儀、魏怡萍(2011)。多層次傳銷商領導型態對關係品質及組織承諾之影響。直銷管new window
168
理評論,1(3),45-73。
謝文全(1991)。學校行政。臺北:五南。
謝文全(2006)。教育行政學。臺北:高等教育。
羅新興、周慧珍(2006)。組織成員知覺主管支持對其離職傾向之影響-探討工作負荷與new window
成就動機之干擾效果。人力資源管理學報,6(4),67-80。
貳、英文部分
Ahmed, P. K., Rafiq, M., & Saad, N. M. (2003). Internal marketing and the mediating role of
organisational competencies. European Journal of Marketing, 37(9), 1221-1241.
Allen, D. G., Weeks, K. P., & Moffitt, K. R. (2005). Turnover intentions and voluntary
turnover: The moderating roles of self-monitoring, locus of control, proactive personality,
and risk aversion. Journal of Applied Psychology, 90(5), 980-990.
Altaf, A., & Awan, M. A. (2011). Moderating affect of workplace spirituality on the
relationship of job overload and job satisfaction. Journal of Business Ethics, 104(1),
93-99.
Ansari, M. A., Hung, D. K. M., & Aafaqi, R. (2007). Leader-member exchange and attitudinal
outcomes: Role of procedural justice climate. Leadership & Organization Development
Journal, 28(8), 690-709.
Armstrong, R. W., & Seng, T. B. (2000). Corporate-customer satisfaction in the banking
industry of Singapore. International Journal of Bank Marketing, 18(3), 97-111.
Arnett, D. B., Laverie, D. A., & McLane, C. (2002). Using job satisfaction and pride as
internal-marketing tools. Cornell Hotel & Restaurant Administration Quarterly, 43(2),
87-96.
Babakus, E., & Yavas, U. (2012). Customer orientation as a buffer against job burnout. The
Service Industries Journal, 32(1), 5-16.
Back, K. J., Lee, C. K., & Abbott, J. A. (2011). Internal relationship marketing: Korean
casino employees’ job satisfaction and organizational commitment. Cornell Hospitality
Quarterly, 52(2), 111-124.
Baillien, E., de Cuyper, N., & Witte, H. (2011). Job autonomy and workload as antecedents of
workplace bullying: A two-wave test of Karasek’s job demand control model for targetsnew window
and perpetrators. Journal of Occupational and Organizational Psychology, 84(1),
191-208.
169
Bak, C. A., Vogt, L. H., George, W. R., & Greentree, I. R. (1994). Management by team: An
innovative tool for running a service organization through internal marketing. Journal of
Service Marketing, 8(1), 37-47.
Bansal, H. S., Mendelson, M. B., & Sharma, B. (2001). The impact of internal marketing
activities on external marketing outcomes. Journal of Quality Management, 6(1), 61-76.
Bateman, T. S. (1981). Work overload. Business Horizons, 24(5), 23-27.
Bateman, T. S., & Crant, J. M. (1993). The proactive component of organizational behavior: A
measure and correlates. Journal of Organizational Behavior, 14(2), 103-118.
Bauer, T. N., & Green, S. G. (1996). Development of leader-member exchange: A
longitudinal test. Academy of Management Journal, 39(6), 1538-1567.new window
Beehr, T. A., Jex, S. M., Stacy, B. A., & Murray, M. A. (2000). Work stressors and coworker
support as predictors of individual strain and job performance. Journal of Organizational
Behavior, 25(4), 391-405.
Bell, S. J., Menguc, B., & Stefani, S. L. (2004). When customers disappoint: A model of
relational internal marketing and customer complaints. Journal of the Academy of
Marketing Science, 32(2), 112-126.
Bernstein, S. L. (2005). Internal marketing of an ED-based public health initiative. American
Journal of Emergency Medicine, 23(3), 411-413.
Berry, L. L., & Parasuraman, A. (1991). Marketing services: Competing through quality.
NewYork, NY: The Free Press.
Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3(3), 25-28.
Bertolino, M., Truxillo, D. M., & Fraccaroli, F. (2011). Age as moderator of the relationship
of proactive personality with training motivation, perceived career development from
training, and training behavioral intentions. Journal of Organizational Behavior, 32(2),
248-263.
Bonache, J., Brewster, C., & Suutari, V. (2001). Expatriation: A developing research agenda.
Thunderbird International Business Review, 43(1), 3-20.
Boyatzis, R. E., & Skelly, F. R. (1991). The impact of changing values on organizational life.
In A. D. Kolb, I. M. Rubin, & J. S. Osland (Eds.), The organizational behavior reader
(5th ed.) (pp.1-16). Englewood Cliffs, NJ: Prentice Hall.
Britt, T. W., & Dawson, C. R. (2005). Predicting work-family conflict from workload, job
attitudes, group attributes, and health: A longitudinal study. Military Psychology, 17(3),
170
203-227.
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.
Buonocore, F., & Russo, M. (2013). Reducing the effects of work-family conflict on job
satisfaction: The kind of commitment matters. Human Resource Management Journal,
23(1), 91-108.
Buss, D. M. (1987). Selection, evocation, and manipulation. Journal of Personality and
Social Psychology, 53(6), 1214-1221.
Cadee, D. D., & Zhang, B. Y. (2000). The impact of guanxi on export performance: A study of
New Zealand firms exporting to China. Journal of Global Marketing, 14(1), 129-149.
Cano, C. R., & Sams, D. (2009). The importance of an internal marketing orientation in social
services. International Journal of Nonprofit and Voluntary Sector Marketing, 14(3),
285-295.
Chan, D. (2006). Interactive effects of situational judgment effectiveness and proactive
personality on work perceptions and work outcomes. Journal of Applied Psychology,
91(2), 475-481.
Chang, C. S., & Chang, H. C. (2009). Perceptions of internal marketing and organizational
commitment by nurses. Journal of Advanced Nursing, 65(1), 92-100.
Chang, W. J. A., & Huang, T. C. (2011). Customer orientation as a mediator of the influence
of locus of control on job performance. The Service Industries Journal, 31(2), 273-285.
Chen, C. H. V., & Kao, R. H. (2012). Work values and service-oriented organizational
citizenship behavior: The mediation of psychological contract and professional
commitment: A case of students in Taiwan police college. Social Indicators Research,
107(1), 149-169.
Chen, M. H. (2009). Guanxi networks and creativity in Taiwanese project teams. Creativity
and Innovation Management, 18(4), 269-277.
Chen, Y. F., & Tjosvold, D. (2006). Participative leadership by American and Chinese
managers in China: The role of relationships. The Journal of Management Studies, 43(8),
1727-1752.
Cheng, B. S., Farh, J. L., & Chang, H. F. (2002). Guanxi, zhongcheng, competence and
managerial behavior in the Chinese context. Chinese Journal of Psychology, 44(2),151-166.
Cheung, M. F. Y., & Wu, W. P. (2011). Participatory management and employee work
outcomes: The moderating role of supervisor-subordinate guanxi. Asia Pacific Journal of
Human Resources, 49(3), 344-364.
Cheung, M. F. Y., Wu, W. P., Chan A. K. K., & Wong, M. M. L. (2009).
Supervisor-subordinate guanxi and employee work outcomes: The mediating role of job
satisfaction. Journal of Business Ethics, 88(1), 77-90.
Chih, W. H., Huang, L. C., Yang, T. J., & Hsu, C. H. (2009, April). Customer orientation
behaviors of frontline employees: Moderating roles of emotional intelligence. Paper
presented at the Spring Conference of the International Association of Computer Science
and Information Technology, Singapore.
Christopher, W. (2006). Towards an understanding of the relationship between work values
and cultural orientations. Christopher White Hospitality Management, 25(4), 699-715.
Chu, K. H. (2008). A factorial validation of work value structure: Second-order confirmatory
factor analysis and its implications. Tourism Management, 29(2), 320-330.
Chuang, E., Wells, R., Green, S., & Reiter, K. (2011). Performance-based contracting and the
moderating influence of caseworker role overload on service provision in child welfare.
Administration in Social Work, 35(5), 453-474.
Chung-Yan, G. A., & Butler, A. M. (2011). Proactive personality in the context of job
complexity. Canadian Journal of Behavioural Science, 43(4), 279-286.
Cinamon, R. G., & Rich, Y. (2005). Work-family conflict among female teachers. Teaching
and Teacher Education, 21(4), 365-378.
Claes, R., Beheydt, C., & Lemmens, B. (2005). Unidimensionality of abbreviated proactive
personality scales across cultures. Applied Psychology: An International Review, 54(4),476-489.
Coelho, F. J., Augusto, M. G., Coelho, A. F., & Sa, P. M. (2010). Climate perceptions and the
customer orientation of frontline employees. The Service Industries Journal, 30(8),
1343-1357.
Conduit, J., & Mavondo, F. T. (2001). How critical is internal customer orientation to market
orientation. Journal of Business Research, 51(1), 11-24.
Cooper, J., & Cronin, J. J. (2000). Internal marketing: A competitive strategy for the
long-term care industry. Journal of Business Research, 48(3), 177-181.
Cox-Fuenzalida, L. E. (2007). Effect of workload history on task performance. Human
Factors, 49(2), 277-291.
Cox-Fuenzalida, L. E., Swickert, R., & Hittner, J. B. (2004). Effects of neuroticism and
workload history on performance. Personality and Individual Differences, 36(2),
447-456.
Crant, J. M. (2000). Proactive behavior in organization. Journal of Management, 26(3),
435-462.
Crant, J. M., & Bateman, T. S. (2000). Charismatic leadership viewed from above: The impact
of proactive personality. Journal of Organizational Behavior, 21(1), 63-75.
Creswell, J. W. (2002). Educational research: Planning, conducting, and evaluating
quantitative and qualitative research. Upper Saddle River, NJ: Prentice Hall.
Cunningham, C. J. L., & de la Rosa, G. M. (2008). The interactive effects of proactive
personality and work-family interference on well-being. Journal of Occupational
Psychology, 13(3), 271-282.
Daniel, K., & Darby, D. N. (1997). A dual perspective of customer orientation: a modification,
extension and application of the SOCO scale. International Journal of Service Industry
Management, 8(2), 131-147.
Dansereau, F., Graen, G., & Haga, J. (1975). A vertical dyad linkage approach to leadership
within formal organizations: A longitudinal investigation of the role making process.
Organizational Behavior and Human Performance, 13(1), 46-78.
Dawis, R. V., & Lofquist, L. (1984). A psychological theory of work adjustment. Minneapolis,
MN: University of Minneapolis Press.
Demerouti, E., Bakker, A. B., & Bulters, A. J. (2004). The loss spiral of work pressure,
work-home interference and exhaustion: Reciprocal relations in a three-wave study.
Journal of Vocational Behavior, 64(1), 131-149.
Deshpandé, R., Farley, J. U., & Webster, F. E. (2000). Triad lessons: Generalizing results on
high performance firms in five business-to-business markets. International Journal of
Research in Marketing, 17(4), 353-362.
Dienesch, R. M., & Liden, R. C. (1986). Leader-member exchange model of leadership: A
critique and further development. Academy of Management Review, 11(3), 618-634.
Dikkers, J. S. E., Geurts, S. A. E., Kompier, M. A. J., Taris, T. W., Houtman, I. L. D., &
Heurel, F. (2007). Does workload cause work-home interference or is it the other way
around? Stress and Health, 23(5), 303-314.
Dominguez, M. M., & Carton, J. S. (1997). The relationship between self-actualization and
parenting style. Journal of Social Behavior and Personality, 12(4), 1093-1100.
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.
Eby, L. T., Casper, W. J., Lockwood, A., Bordeaux, C., & Brinley, A. (2005). Work and
family research in IO/OB: Content analysis and review of the literature (1980–2002).
Journal of Vocational Behavior, 66(1), 124-197.
Erdogan, B., & Enders, J. (2007). Support from the top: Supervisors’ perceived organizational
support as a moderator of leader-member exchange to satisfaction and performance
relationships. Journal of Applied Psychology, 92(2), 321-330.
Erdogan, B., & Liden, R. C. (2002). Social exchanges in the workplace: A review of recent
developments and future research directions in leader-member exchange theory. In L. L.
Neider & C. A. Schriesheim (Eds.), Leadership (pp. 65-114). Greenwich, CT:
Information Age.
Farzad, A., Nahavandi, N., & Caruana, A. (2008). The effect of internal marketing on
organizational commitment in Iranian banks. American Journal of Applied Sciences,
5(11), 1480-1486.
Fischer, R., & Smith, P. B. (2006). Who cares about justice? The moderating effect of values
on the link between organizational justice and work behaviour. Applied Psychology: An
International Review, 55(4), 541-562.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable
variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Fox, M. L., Dwyer, D. J., & Ganster, D. C. (1993). Effects of stressful job demands and
control on physiological and attitudinal outcomes in a hospital setting. Academy of
Management Journal, 36(2), 289-318.
Freund, A. (2005). Commitment and job satisfaction as predictors of turnover intentions
among welfare workers. Administration in Social Work, 29(2), 5-22.
Gaski, J. F., & Nevin, J. R. (1985). The differential effects of exercised and unexercised
power sources in a marketing channel. Journal of Marketing Research, 22(2), 130-142.
George, W. R. (1990). Internal marketing and organizational behavior: A partnership in
developing customer-conscious employees at every level. Journal of Business Research,
20(1), 63-70.
Gilboa, S., Shirom, A., Fried, Y., & Cooper, C. (2008). A meta analysis of work demand
stressors and job performance: Examining main and moderating effects. Personnel
Psychology, 61(2), 227-271.
Glaser, D. N., Tatum, B. C., Nebeker, D. M., Sorenson, R. C., & Aiello, J. R. (1999).
Workload and social support: Effects on performance and stress. Human Performance,
12(2), 155-176.
Graen, G. B., & Uhl-Bien, M. (1995). Relationship-based approach to leadership:
Development of leader-member exchange theory of leadership over 25 years: Applying a
multi-level multi-domain perspective. Leadership Quarterly, 6(2), 219-247.
Graen, G. B., Dansereau, F., & Haga, W. J. (1975). A vertical dyad linkage approach to
leadership within formal organizations: A longitudinal investigation of the role making
process. Organizational Behavior and Human Performance, 13(1), 46-78.
Graen, G., & Scandura, T. (1987). Toward a psychology of dyadic organizing. In B. Staw & L.
Cumming (Eds.), Research in Organizational Behavior (Vol. 9, pp.175-208). Greenwish,
CT: JAI Press.
Greguras, G., & Ford, J. M. (2006). An examination of the multidimensionality of supervisor
and subordinate perceptions of leader-member exchange. Journal of Occupational &
Organizational Psychology, 79(3), 433-465.
Gronroos, C. (1985). Internal marketing-Theory and practice. In T. M. Bloch, G. D. Upah, &
V. A. Zeithaml (Eds.). Services marketing in a changing environment (pp. 41-47).
Chicago, IL: American Marketing Association.
Gronroos, C. (1998). Marketing services: The case of a missing product. Journal of Business
and Industrial Marketing, 13(4-5), 322-338.
Gronroos, C. (2001). Service management and marketing (3rd ed.). New York, NY: John
Wiley and Sons.
Gu, F. F., Hung, K., & Tse, D. K. (2008). When does guanxi matter? Issues of capitalization
and its dark sides. Journal of Marketing, 72(4), 12-28.
Gursoy, D., Maier, T. A., & Chi, C. G. (2008). Generational differences: An examination of
work values and generational gaps in the hospitality workforce. International Journal of
Hospitality Management, 27(3), 448-458.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate
data analysis (6th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
Han, Y., Peng, Z. L., & Zhu, Y. (2012). Supervisor-subordinate guanxi and trust in supervisor:
A qualitative inquiry in the People’s Republic of China. Journal of Business Ethics,
108(3), 313-324.
Harding, S. D., & Hikspoors, F. J. (1995). New work values: In theory and in practice.
International Social Science Journal, 47(3), 441-455.
Hargreaves, A. (1994). Changing teachers, changing times: Teachers’ work and culture in the
postmodern age. London: Cassell.
Harper, S., & Vilkinas, T. (2005). Determining the impact of an organization’s performance
management system. Asia Pacific Journal of Human Resources, 43(1), 76-97.
Harris, E. G., Artis, A. B., Walters, J. H., & Licata, J. W. (2006). Role stressors, service
worker job resourcefulness, and job outcomes: An empirical analysis. Journal of
Business Research, 59(4), 407-415.
Hart, S. G., & Staveland, L. E. (1988). Development of NASA-TLX (task load index): Results
of empirical and theoretical research. In P. A. Hancoke & N. Meshkati (Eds.), Human
mental workload (pp. 139-183). Amsterdam: North Holland Publishers.
Hart, S. G., & Wickens, C. D. (1990). Workload assessment and prediction. In H. R. Booher
(Ed.), Manprint: An approach to systems integration (pp. 257-296). New York, NY: Van
Nostrand Reinhold.
Hartline, M. D., Maxham III, J. G., & McKee, D. O. (2000). Corridors of influence in the
determination of customer oriented strategy to customer contact service employees.
Journal of Marketing, 64(2), 35-50.
Harvey, S., Blouin, C., & Stout, D. (2006). Proactive personality as a moderator of outcomes
for younger workers experiencing conflict at work. Personality and Individual
Differences, 40(5), 1063-1074.
Hauck, E. L., Snyder, L. A., & Cox-Fuenzalida, L. E. (2008). Workload variability and social
support: Effects on stress and performance. Current Psychology, 27(2), 112-125.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer
satisfaction, commitment, and retention. International Journal of Service Industry
Management, 15(5), 460-478.
Hogg, M A., Martin, R., Epitropaki, O., Mankad, A., Svensson, A., & Weeden, K. (2005).
Effective leadership in salient groups: Revisiting leader-member exchange theory from
the perspective of the social identity theory of leadership. Personality and Social
Psychology Bulletin, 31(7), 991-1004.
Homburg, C., Müller, M., & Klarmann, M. (2011). When does salespeople’s customer
orientation lead to customer loyalty? The differential effects of relational and functional
customer orientation. Journal of the Academy Marketing Science, 39(6), 795-812.
Homburg, C., Wieseke, J., & Bornemann, T. (2009). Implementing the marketing concept at
employee-customer interface: The role of customer need knowledge. Journal of
Marketing, 73(4), 64-81.
Houkes, I., Janssen, P. P. M., Jonge, J., & Bakker, A. B. (2003). Specific determinants of
intrinsic work motivation, emotional exhaustion and turnover intention: A multisample
longitudinal study. Journal of Occupational and Organizational Psychology, 76(4),
427-450.
Hoy, W. K., & Miskel, C. G. (2001). Educational administration: Theory, research, and
practice (6th ed). Boston, MA: McGraw-Hill.
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis:
Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.
Ilies, R., Nahrgang, J. D., & Morgeson, F. P. (2007). Leader-member exchange and citizenship
behaviors: A meta-analysis. Journal of Applied Psychology, 92(1), 269-277.
Jacobs, B. J. (1982). The concept of guanxi and social politics in a rural Chinese cultural
setting. In S. L. Greenblatt, R. W. Wilson, & A. A. Wilson (Eds.), Social interaction in
Chinese society (pp. 209-236). New York, NY: Praeger.
Jamal, M. (1999). Job stress and employee well-being: A cross-cultural empirical study. Stress
Medicine, 15(3), 153-158.
Jin, J., & Rounds, J. (2012). Stability and change in work values: A meta-analysis of
longitudinal studies. Journal of Vocational Behavior, 80(2), 326-339.
Johnson, E. M., & Seymour, D. T. (1985). The impact of cross selling on the service
encounter in retail banking in the service encounter. In J. A. Czepiel, M. R. Solomon, &
C. E. Suprenant (Eds.). The service encounter: Managing employee/customer interaction
in service business (pp. 225-239). Lexington, MA: Lexington Books.
Johnson, J., Truxillo, D. M., Erdogan, B., Bauer, T. N., & Hammer, L. (2009). Perceptions of
overall fairness: Are effects on job performance moderated by leader-member exchange?
Human Performance, 22(5), 432-449.
Joo, B. K., & Ready, K. J. (2012). Career satisfaction: The influence of proactive personality,
performance goal orientation, organizational learning culture, and leader-member
exchange quality. Career Development International, 17(3), 276-295.
Joreskog, K. G., & Sorbom, D. (1989). LISREL 7 user''s reference guide. Mooresville, IN:
Scientific Software.
Joshi, R. (2007). Internal marketing in service organizations: Need for reorientation. Journal
of Service Marketing, 5(4), 28-36.
Jung, H. S., & Jung, H. S. (2001). Establishment of overall workload assessment technique
for various tasks and workplaces. International Journal of Industrial Ergonomics, 28(6),
341-353.
Kalleberg, A. (1977). Work values and job rewards: A theory of satisfaction. American
Sociological Review, 42(1), 124-153.
Karatepe, O. M. (2012). The effects of coworker and perceived organizational support on
hotel employee outcomes: The moderating role of job embeddedness. Journal of
Hospitality & Tourism Research, 36(4), 495-516.
Kasser, T. (2002). Sketches for a self-determination theory of values. In E. L. Deci & R. M.
Ryan (Eds.), Handbook of self-determination research (pp. 123-140). Rochester, NY:
University of Rochester Press.
Kelemen, M., & Papasolomou-Doukakis, I. (2004). Can culture be changed? A study of
internal marketing. The Service Industries Journal, 24(5), 121-135.
Keller, S. B., Lynch, D. F., Ellinger, A. E., Ozment, J., & Calantone, R. (2006). The impact of
internal marketing efforts in distribution service operations. Journal of Business
Logistics, 27(1), 109-137.
Keller, T., & Dansereau, F. (1995). Leadership and empowerment: A social exchange
perspective. Human Relations, 48(2), 127-145.
Kilic, C., & Dursun, T. (2007). Antecedences and consequences of customer orientation: Do
individual factors affect customer orientation? The Business Review, Cambridge, 7(1),
1-7.
Kim, T. Y., Cable, D. M., & Kim, S. P (2005). Socialization tactics, employee proactivity, and
person-organization fit. Journal of Applied Psychology, 90(2), 232-241.
Kinicki, A. J., & Vecchio, R. P. (1994). Influences on the quality of supervisor-subordinate
relations: The role of time-pressure, organizational commitment and locus of control.
Journal of Organizational Behavior, 15(1), 75-82.
Korunka, C., Scharitzer, D., Carayon, P., Hoonakker, P., Sonnek, A., & Sainfort, F. (2007).
Customer orientation among employees in public administration: A transnational,
longitudinal study. Applied Ergonomics, 38(3), 307-315.
Kotler, P., & Levy, S. J. (1969). Broadening the concept of marketing. Journal of Marketing,
33(1), 10-15.
Kotler, P., & Armstrong, G. (1991). Principles of marketing (5th ed.). Englewood Cliffs, NJ:
Prentice-Hall.
Kuchinke, K. P., Kang, H. S., & Oh, S. Y. (2008). The influence of work values on job and
career satisfaction, and organizational commitment among Korean professional level
employees. Asia Pacific Education Review, 9(4), 552-564.
Lam, S. K., Kraus, F., & Ahearne, M. (2010). The diffusion of market orientation throughout
the organization: A social learning theory perspective. Journal of Marketing, 74(5),
61-79.
Leiter, M. P., & Durup, M. J. (1996). Work, home, and in-between: A longitudinal study of
spillover. Journal of Applied Behavioral Science, 32(1), 29-47.
Lepine, J. A., Podsakoff, N. P., & Lepine, M. A. (2005). A meta-analytic test of the challengenew window
stressor-hindrance stressor framework: An explanation for inconsistent relationships
among stressors and performance. Academy of Management Journal, 48(5), 764-775.
Leung, T. K. P., Lai, K. H., Chan, R. Y. K., & Wong, Y. H. (2005). The roles of xinyong and
guanxi in Chinese relationship marketing. European Journal of Marketing, 39(5/6),
528-559.
Li, N., Harris, T. B., Boswell, W. R., & Xie, Z. (2011). The role of organizational insiders''
developmental feedback and proactive personality on newcomers'' performance: An
interactionist perspective. Journal of Applied Psychology, 96(6), 1317-1327.
Liang, T. P., Ho, Y. T., Li Y. W., & Turban, E. (2012). What drives social commerce: The role
of social support and relationship quality. International Journal of Electronic Commerce,
16(2), 69-90.
Liang, Y. W. (2012). The relationship among work values, burnout, and organizational
citizenship behaviors: A study from hotel front-line service employees in Taiwan.
International Journal of Contemporary Hospitality Management, 24(2), 251-268.
Liao, H., & Subramony, M. (2008). Employee customer orientation in manufacturing
organizations: Joint influence of customer proximity and the senior leadership team.
Journal of Applied Psychology, 93(2), 317-328.
Liao, H., Liu, D., & Loi, R. (2010). Looking at both sides of the social exchange coin: A
social cognitive perspective on the joint effects of relationship quality and differentiation
on creativity. Academy of Management Journal, 53(5), 1090-1109.
Lings, I. N. (2000). Internal marketing and supply chain management. Journal of Services
Marketing, 14(1), 27-43.
Liu, J., Liu, X., & Zeng, X. (2011). Does transactional leadership count for team
innovativeness? The moderating role of emotional labor and the mediating role of team
efficacy. Journal of Organizational Change Management, 24(3), 282-298.
Liua, Y., & Cohen, A. (2010). Values, commitment, and OCB among Chinese employees.
International Journal of Intercultural Relations, 34(5), 493-506.
Lliopoulos, E., & Priporas, C. V. (2011). The effect of internal marketing on job satisfaction in
health services: A pilot study in public hospitals in northern Greece. BMC Health
Services Research, 11(1), No. 261.
Logaj, V., & Trnavcevic, A. (2006). Internal marketing and schools: The Slovenian case study.
Managing Global Transitions, 4(1), 79-96.
Longbottom, D., Osseo-Asare, A. E., Chourides, P., & Murphy, W. D. (2006). Real quality:
Does the future of TQM depend on internal marketing? Total Quality Management and
Business Excellence, 17(6), 709-732.
Lyons, S. T., Duxbury, L. E., & Higgins, C. A. (2006). A comparison of the values and
commitment of private sector, public sector, and parapublic sector employees. Public
Administration Review, 66(4), 605-618.
Lyons, S. T., Higgins, C., & Duxbury, L. E. (2010). Work values: Development of a new
three-dimensional structure based on confirmatory smallest space analysis. Journal of
Organization Behaviour, 31(7), 969-1002.
Major, D. A., Turner, J. E., & Fletcher, T. D. (2006). Linking proactive personality and the big
five to motivation to learn and development activity. Journal of Applied Psychology,
91(4), 927-935.
Maslach, C., & Goldberg, J. (1998). Prevention of burnout: New perspectives. Applied and
Preventive Psychology, 7(1), 63-74.
Maslow, A. H. (1965). Self-actualizing and beyond. (ERIC Document Reproduction Service
No. ED 012056)
Maslow, A. H. (1968). Toward a psychology of being (2nd ed.). Princeton, NJ: Van Nostrand
Reinhold.
Maurer, T. J., Pierce, H. R., & Shore, L. M. (2002). Perceived beneficiary of employee
development activity: A three-dimensional social exchange model. Academy of
Management Review, 27(3), 432-444.
McCormick, E. J., & Sanders, M. S. (1982). Human factors in engineering and design. New
York, NY: McGraw-Hill.
Meyer, J. P., Stanley, 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(1), 20-52.
Nahrgang, J. D., Morgeson, F. P., & Hofmann, D. A. (2011). Safety at work: A meta-analytic
investigation of the link between job demands, job resources, burnout, engagement, and
safety outcomes. Journal of Applied Psychology, 91(1), 71-94.
Nahrgang, J. D., Morgeson, F. P., & Ilies, R. (2009). The development of leader-member
exchanges: Exploring how personality and performance influence leader and member
relationships over time. Organizational Behavior and Human Decision Processes, 108(2),
256-266.
Nakata, C., & Zhu, Z. (2006). Information technology and customer orientation: A study of
direct, mediated and interactive linkages. Journal of Marketing Management. 22(3-4),
319-354.
Ndubisi, N. O. (2012). Mindfulness, reliability, pre-emptive conflict handling, customer
orientation and outcomes in Malaysia’s healthcare sector. Journal of Business Research,
65(4), 537-546.
Nirel, N., Goldwag, R., Feigenberg, Z., Abadi, D., & Halpern, P. (2008). Stress, work
overload, burnout, and satisfaction among paramedics in Israel. Prehospital and Disaster
Medicine, 23(6), 537-546.
Nishii, L. H., & Mayer, D. M. (2009). Do inclusive leaders help to reduce turnover in diverse
groups? The moderating role of leader-member exchange in the diversity to turnover
relationship. Journal of Applied Psychology, 94(6), 1412-1426.
O′Reilly III, C. A., & Chatman, J. A. (2003). Working smarter and harder: A longitudinal
study of managerial success. In L. W. Porter, G. A. Bigley, & R. M. Steers (Eds.),
Motivation and work behavior (7th ed.) (pp. 413-435). New York, NY: McGraw-Hill.
Onaiwu, M. E. (1986). Critical analysis of communication and job satisfaction in elementary
schools in an urban district. Unpublished doctoral dissertation. Southern University, TX.
Pantouvakis, A. (2012). Internal marketing and the moderating role of employees: An
exploratory study. Total Quality Management & Business Excellence, 23(2), 177-195.
Papasolomou, I., & Vrontis, D. (2006). Using internal marketing to ignite the corporate brand:
The case of the UK retail bank industry. Journal of Brand Management, 14(1), 177-195.
Parker, S. K., Bindl, U. K., & Strauss, K. (2010). Making things happen: A model of proactive
motivation. Journal of Management, 36(4), 827-856.
Parker, S. K., Williams, H. M., & Turner, N. (2006). Modeling the antecedents of proactive
behavior at work. Journal of Applied Psychology, 91(3), 636-652.
Parker, S., & Sprigg, C. (1999). Minimizing strain and maximizing learning: The role of job
demands, job control, and proactive personality. Journal of Applied Psychology, 84(6),
925-939.
Parsons, E., & Broadbridge, A. (2006). Job motivation and satisfaction: Unpacking the key
factors for charity shop managers. Journal of Retailing and Consumer Services, 13(2),
121-131.
Peccei, R., & Rosenthal, P. (2000). Front-line responses to customer orientation programs: A
theoretical and empirical analysis. International Journal of Human Resource
Management, 11(3), 562-590.
Peeters, M. C. W., de Jonge, J., Janssen, P. P. M., & van der Linden, S. (2004). Work-home
interference, job stressors, and employee health in a longitudinal perspective.
International Journal of Stress Management, 11(4), 305-322.
Periatt, J. A., LeMay, S. A., & Chakrabarty, S. (2004). The selling orientation customer
orientation scale (SOCO): Cross validation of the revised version. Journal of Personal
Selling and Sales Management, 24(1), 49-54.
Piercy, N., & Morgan, N. (1991). Internal marketing: The missing half of the marketing
programme. Long Range Planning, 24(2), 82-93.
Pieterse, A. N., van Knippenberg, D., Schippers, M., & Stam, D. (2010). Transformational and
transactional leadership and innovative behavior: The moderating role of psychological
empowerment. Journal of Organizational Behavior, 31(4), 609-623.
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.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. 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.
Porfeli, E. J. (2008). The dynamic between work values and part-time work experiences
across the high school years. Journal of Vocational Behavior, 73(1), 143-158.
Porfeli, E. J., & Mortimer, J. T. (2010). Intrinsic work value-reward dissonance and work
satisfaction during young adulthood. Journal of Vocational Behavior, 76(3), 507-519.
Qu, H., & Zhao, X. (2012). Employees'' work-family conflict moderating life and job
satisfaction. Journal of Business Research, 65(1), 22-28.
Rafiq, M., & Ahmed, P. K. (1993). The scope of internal marketing: Definition the boundary
between marketing and human resource management. Journal of Marketing
Management, 9(3), 219-232.
Rafiq, M., & Ahmed, P. K. (2000). Advances in the internal marketing concept: Definition,
synthesis and extension. Journal of Services Marketing, 14(6), 449-462.
Reid, G. B., & Nygren, T. E. (1988). The subjective workload assessment technique: A
scaling procedure for measuring mental workload. In P. A. Hancock & N. Meshkati
(Eds.), Human mental workload advances in psychology (pp. 185-218). Oxford, England:
North-Holland.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the
literature. Journal of Applied Psychology, 87(4), 698-714.
Rindfleisch, A., & Moorman, C. (2003). Interfirm cooperation and customer orientation.
Journal of Marketing Research, 40(4), 421-436.
Ro, H., & Chen, P. J. (2011). Empowerment in hospitality organizations: Customer orientation
and organizational support. International Journal of Hospitality Management, 30(2),
422-428.
Robbins, S. P. (2005). Organizational behavior (11th ed.). Upper Saddle River, NJ: Pearson
Prentice Hall.
Rodríguez, N. G., Pérez, M. J. S., & Gutiérrez, J. A. T. (2008). Can a good organizational
climate compensate for a lack of top management commitment to new product
development? Journal of Business Research, 61(2), 118–131.
Rokeach, M. (1973). The nature of human values. New York, NY: The Free Press.
Rose, C. L., Murpay, L. B.,& Nikzard, K. (2002). The role of the big five personality factors
in vigilance performance and workload. European Journal of personality, 16(3),
185-200.
Ruysseveldt, J., & Dijke, M. (2011). When are workload and workplace learning
opportunities related in a curvilinear manner? The moderating role of autonomy. Journal
of Vocational Behavior, 79(2), 470-483.
Ryff, C. D., & Keyes, C. L. M. (1995). The structure of psychological well-being revisited.
Journal of Personality & Social Psychology, 69(4), 719-727.
Sagie, A., Elizur, D., & Koslowsky, M. (1996). Work values: A theoretical overview and a
model of their effects. Journal of Organizational Behavior, 17(Spec Issue), 503-514.
Sasser, W. E., & Arbeit, S. P. (1976). Selling jobs in the service sector. Business Horizons,
19(3), 61-65.
Sawang, S. (2012). Is there an inverted U-shaped relationship between job demands and work
engagement: The moderating role of social support? International Journal of Manpower,
33(2), 178-186.
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.
Scandura, T. A., Graen, G. A., & Novak, M. A. (1986). When managers decided not to decide
autocratically: An investigation of leader-member exchange and decision influence.
Journal of Applied Psychology, 71(4), 579-584.
Schwartz, S. H. (1992). Universals in the content and structure of values: Theoretical
advances and empirical tests in 20 countries. Advances in Experimental Social
Psychology, 25, 1-65.
Schwartz, S. H. (1999). A theory of cultural values and some implications for work. Applied
Psychology: An International Review, 48(1), 23-47.
Searle, B., Bright, J. E. H., & Bochner, S. (2001). Helping people to sorting it out: The role of
social support in the job strain model. Work & Stress, 15(4), 328-346.
Seibert, S. E., Crant, J. M., & Kraimer, M. L. (1999). Proactive personality and career success.
Journal of Applied Psychology, 84(3), 416-427.
Seibert, S. E., Kraimer, M. L., & Crant, J. M. (2001). What do proactive people do? A
longitudinal model linking proactive personality and career success. Personnel
Psychology, 54(4), 845-874.
Sharabi, M. (2010). Ethnicity, ethnic conflict and work values: The case of Jews and Arabs in
Israel. Journal of Peace, Conflict and Development, 15(March), 59-73.
Shaw, B. J., & Weekley, A. J. (1985). The effects of objective work-load variations of
psychological strain and post-work-load performance. Journal of Management, 11(1),
87-98.
Shiu, Y. M., & Yu, T. W. (2010). Internal marketing, organizational culture, job satisfaction,
and organizational performance in non-life insurance. The Service Industries Journal,
30(6), 793-809.
Shockley-Zalabak, P. S. (2005). Fundamentals of organizational communication: Knowledge,
sensitivity, skills, values. Boston, MA: Allyn and Bacon.
Siu, O. L. (2003). Job stress and job performance among employees in Hong Kong: The role
of Chinese work values and organizational commitment. International Journal of
Psychology, 38(6), 337-347.
Siu, O. L., Lu, C. Q., & Cheng, K. H. C. (2003). Job stress and work well-being in Hong
Kong and Beijing: The direct and moderating effects of organizational commitment and
Chinese work values. Journal of Psychology in Chinese Societies, 4(1), 7-28.
Smyth, J., Dow, A., Hattam, R., Reid, A., & Shacklock, O. (2000). Teachers’ work in a
globalizing economy. London: Falmer Press.
Snell, L., & White, L. (2009). An exploratory study of the application of internal marketing in
service organizations. Service Marketing Quarterly, 30(3), 195-211.
Spector, P. E. (1997). Job satisfaction: Application, assessment, causes and consequences.
London: Sage Publications.
Spector, P. E., & Jex, S. M. (1998). Development of four self-report measures of job stressors
and strain: Interpersonal conflict at work scale, organizational constraints scale,
quantitative workload inventory, and physical symptoms inventory. Journal of
Occupational Health Psychology, 3(4), 356-367.
Steers, R. M., & Porter, L. W. (1987). Motivation and work behavior. New York, NY:
McGraw-Hill.
Stewart, G. L., & Barrick, M. R. (2000). Team structure and performance: Assessing the
mediating role of intrateam process and the moderating role of task type. Academy of
Management Journal, 43(2), 135-148.
Stock, R. M., & Hoyer, W. D.(2002). Leadership style as driver of salespeoples'' customer
orientation. Journal of Market-Focused Management, 5(4), 355-376.
Su, C., Yang, Z., Zhuang, G., Zhou, N., & Dou, W. (2009). Interpersonal influence as an
alternative channel communication behavior in emerging markets: The case of China.
Journal of International Business Studies, 40(4), 668-689.
Tansuhaj, P., Randall, D., & McCullough, J. (1988). A service marketing management model:
Integrating internal and external marketing functions. The Journal of Service Marketing,
2(1), 31-38.
Taris, T., Kompier, M., & Wielenga-Meijer, E. (2006). Learning at work: An action theoretical
perspective. Gedrag & Organisatie, 19(1), 69-90.
Taris, T., Kompier, M., de Lange, A., Schaufeli, W., & Schreurs, P. (2003). Learning new
behaviour patters: A longitudinal test of Karasek''s active learning hypothesis amongnew window
Dutch teachers. Work & Stress, 17(1), 1-20.
Thakor, M. V., & Joshi, A. W. (2005). Motivating salesperson customer orientation: Insights
from the job characteristics model. Journal of Business Research, 58(5), 584-592.
Thompson, J. A. (2005). Proactive personality and job performance: A social capital
perspective. Journal of Applied Psychology, 90(5), 1011-1017.
Ting, S. C. (2011). The effect of internal marketing on organizational commitment: Job
involvement and job satisfaction as mediators. Educational Administration Quarterly,
47(2), 353-382.
Tsai, Y. T., & Tang, T. W. (2008). How to improve service quality: Internal marketing as a
determining factor. Total Quality Management, 19(11), 1117-1126.
Uçanok, B. (2009).The effects of work values, work-value congruence and work centrality on
organizational citizenship behavior. International Journal of Human and Social Sciences,
4(9), 626-639.
van Dam, K., Oreg, S., & Schyns, B. (2008). Daily work contexts and resistance to
organisational change: The role of leader-member exchange, development climate, and
change process characteristics. Applied Psychology, 57(2), 313-334.
Vance, T. W. (2010). Subcertification and relationship quality: Effects on subordinate effort.
Contemporary Accounting Research, 27(3), 959-981.
Veltman, J. A., & Gaillard, A. W. K. (1996). Psychological indices of workload in a simulated
flight task. Biological Psychology, 42(3), 323-342.
Volmer, J., Spurk, D., & Niessen, C (2012). Leader-member exchange (LMX), job autonomy,
and creative work involvement. The Leadership Quarterly, 23(3), 456-465.
Wang, P., & Rode, J. C. (2010). Transformational leadership and follower creativity: The
moderating effects of identification with leader and organizational climate. Human
Relations, 63(8), 1105-1128.
Wayne, S. J., & Green, S. A. (1993). The effects of leader-member exchange on employee
citizenship and impression management behavior. Human Relations, 46(12), 1431-1440.
Wayne, W. G., Shore, L. M., & Liden, R. C. (1997). Perceived organizational support and
leader-member exchange: A social exchange perspective. Academy of Management
Journal, 40(1), 82-111.
Weiner, J. S. (1982). The measurement of human workload. Ergonomics, 25(11), 953-965.
Whinghter, L. J., Cunningham, C. J. L., Wang, M., & Burnfield, J. L. (2008). The moderating
role of goal orientation in the workload-frustration relationship. Journal of Occupational
Health Psychology, 13(3), 283-291.
Winter, J. P. (1985). Getting your house in order with internal marketing: A marketing
prerequisite. Health Marketing Quarterly, 3(1), 69-77.
Wielenga-Meijer, E., Taris, T., Kompier, M., & Wigboldus, D. (2006). Understanding
task-related learning: When, why, how and who? In S. McIntyre & J. Houdmont (Eds.),
Occupational health psychology: European perspectives on research, education and
practice. (pp. 59-81). Maia, Portugal: ISMAI publishers.
Wollack, S., Goodate, J. G., Witjing, J. P., & Smith, P. C. (1971). Development of the survey
of work values. Journal of Applied Psychology, 55(4), 331-338.
Wong, Y. T., Ngo, H. Y., & Wong, C. S. (2003). Antecedents and outcomes of employees’ trust
in Chinese joint ventures. Asia Pacific Journal of Management, 20(4), 481-499.
Wu, M. Y., & Lee, Y. R. (2011). The effects of internal marketing, job satisfaction and service
attitude on job performance among high-tech firm. African Journal of Business
Management, 5(32), 12551-12562.
Yang, K. S. (2003). Beyond Maslow’s culture-bound, linear theory: A preliminary statement
of the Double-Y model of basic human needs. In J. Berman (ed.), Nebraska symposium
on motivation, cross-cultural differences in perspectives on the self. (pp.175-255).
Lincoln, NE: University of Nebraska Press.
Yukl, G. A. (2006). Leadership in organizations (6th ed.). Upper Saddle, NJ: Prentice Hall.
Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus
across the firm (1st ed.). New York, NY: McGraw-Hill.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing (4th ed.). New
York, NY: McGraw-Hill.
Zhang, R. Y., Liu, X. M., Wang, H. Z., & Shen, L. (2011). Service climate and employee
service performance: Exploring the moderating role of job stress and organizational
identification. The Service Industries Journal, 31(14), 2355-2372.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE