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題名：人力資源部門內部服務品質因子及其與組織績效之關係：中高階主管觀點
書刊名：人力資源管理學報
作者：溫金豐 引用關係／王秉鈞 引用關係／陳文芳
作者(外文)：Uen, Jin-feng／Wang, Bin-jinn／Chen, Wen-fang
出版日期：2005
卷期：5:2
頁次：頁39-66
主題關鍵詞：人力資源管理；內部服務品質；內部行銷；組織績效；Human resource；Internal service quality；Internal marketing；Organizational performance
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(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:138
  • 點閱點閱:195
內部服務品質是一個重要的議題，人力資源的主管和專業人員要改進內部服務的品質，必須瞭解他們的顧客對於內部服務的認知與態度。本研究是以顧客導向為基礎的，希望經由內部顧客的看法去評估人力資源部門的服務。研究發現，企業主管們對人力資源部門所期望的主要服務品質因素有「創新」、「週延性」、「解決問題」、「可靠性」、「積極性」、「結構與控制」、「實體資源」以及「專業能力」等八項因素，而「週延性」和「專業能力」是企業主管們認為最重要的二個變項，也是主管們的期望與實際情況差距最多的二項，他們對於人力資源部門在「可靠性」方面，有較高且一致的評價。另外，「結構與控制」和「可靠性」對組織的績效有很重大的影響力；本研究也發現，就二種服務品質模式對組織績效的預測力而言，採用「直接績效評量模式」的內部服務品質衡量對管理績效與市場績效的解釋能力皆優於「績效與期望差距模式」。
The management of internal service quality is a critical issue. If managers and specialists of human resource want to improve their internal service quality, they must understand the internal service quality factors which their customers consider important. This study assessed the human resource services quality through viewpoints of the internal customers, the managers in the organizations. It is found that the service quality factors which managers expected were: "innovation," "completeness," "problem solving," "reliability," "aggressiveness," "structure and control," "physical resources," and "professional ability." From the results, we found the completeness and professional ability were the most important two factors to the managers investigated. Managers also indicated that these two factors had the largest gaps between the real and expected levels. Most of the respondents thought the reliability was good for their HR departments. In addition, structure and control, and reliability of HR service had significant impacts on the organizational performance. Comparing the "Direct Evaluation Model" with the "Gap Model" of the internal service measurement, the first one had better explaining power to both management and market performance of the organizations.
Other
1.Brooks, R. F., Lings, L. N. & Botschen, M. A.(1999)。Internal marketing and customer driven wavefronts。  new window
期刊論文
1.Edvardsson, B.、Larsson, G.、Setterlind, S.(1997)。Internal service quality and the psychosocial work environment: An empirical analysis of conceptual interrelatedness。The Service Industries Journal，17(2)，252-263。  new window
2.McDermott, L. C.、Emerson, M.(1991)。Quality and Service for Internal Customer。Training and Development Journal，45(1)，61-64。  new window
3.Schlesinge, L. A.、Zomitsky S. P.(1991)。Jobs Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications。Human Resource Planning，14(2)，141-149。  new window
4.Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service，21(1)，1-12。  new window
5.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。  new window
6.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Quality Counts in Services, Too。Business Horizons，28(3)，44-53。  new window
7.Heskett, James L.(1987)。Lessons in the Service Sector。Harvard Business Review，65(2)，118-126。  new window
8.Dyer, L.、Reeves, T.(1995)。Human resource strategies and firm performance: What do we know and where do we need to go?。International Journal of Human Resource Management，6(3)，656-670。  new window
9.Shirine, L. Mafi(2000)。Managing the HRD function and service quality: A call for a new approach。Human Resource Development Quarterly，11(1)，81-86。  new window
10.Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking，3(3)，24-25。  new window
11.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
12.Mels, G.、Boshoff, C.、Nel, D.(1997)。The dimensions of service quality: the original European perspective revisited。Service Industries Journal，17(1)，173-189。  new window
13.Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing，16(7)，30-41。  new window
14.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
15.Hallowell, R.、Schlesinger, L. A.、Zornitsky, J.(1996)。Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management。Human Resource Planning，19(2)，20-31。  new window
16.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics，21(4)，39-52。  new window
17.Reeves, Carol A.、Bednar, David A.(1994)。Defining Quality: Alternatives and Implications。Academy of Management Review，19(3)，419-445。  new window
18.Delaney, John T.、Huselid, Mark A.(1996)。The impact of human resource management practices on perceptions of organizational performance。Academy of Management Journal，39(4)，949-969。  new window
19.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing，53(2)，92-98。  new window
20.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
21.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
22.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
23.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
24.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
會議論文
1.Mafi, S. L.、Jacobs, R. L.(1998)。HRD service-management model。The Academy of Human Resource Development。LA：Academy of Human Resource Development。  new window
研究報告
1.Lehtinen, Uolevi、Lehtinen, Jarmo R.(1982)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
學位論文
1.謝益銘(2000)。員工工作標準化與公司內部服務品質之關係研究(博士論文)。中國文化大學。new window  延伸查詢new window
2.郭德賓(1999)。服務業顧客滿意評量模式之研究(博士論文)。國立中山大學。new window  延伸查詢new window
3.巫喜瑞(2001)。服務業內部行銷導向、組織支持、工作滿足與顧客導向間關係之研究--銀行業之例(博士論文)。國立中山大學。new window  延伸查詢new window
4.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
5.溫金豐(1998)。人力資源系統構型與組織績效關係之研究：以高科技廠商為例(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.Collins, B.、Payne, A.(1991)。Internal marketing: a new perspective for HRM。  new window
2.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
3.Kotler, Philip、方世榮(2000)。行銷管理學。臺北市：東華書局。  延伸查詢new window
其他
1.趙必孝(2000)。服務業內部行銷的人力資源管理對顧客導向行為的因果模式之研究。  延伸查詢new window
2.Chaston, I.(1995)。A typology for evaluating branch-level perceptions of internal customer management processes within the UK clearing banks。  new window
3.Daft, R. L.(2004)。Organizationtheory and design。  new window
4.Davis, T. R. V.(1992)。Satisfying internal customer: The link to external customer satisfaction。  new window
5.Finn, D. W., Baker, J., Marshall, G. W., & Anderson, R.(1996)。Total quality management and internal customers: Measuring internal service quality。  new window
6.Gomez-Mejia, L. R., Balkin, D. B., & Cardy, R. L.(2001)。Managing human resources。  new window
7.Gummeson, E.(1987)。Using internal marketing to develop a new culture--The case of Ericsson quality。  new window
8.Sower, V., Duffy, J., Kilbourne, W., Kohers, G., & Jones, P.(2001)。The dimensions of service quality for hospitals: Development and use of the KQCAH scale。  new window
9.Stanley, L. L., & Wisner, J. D.(1998)。Internal service quality in purchasing: An empirical study。  new window
10.Ulrich, D., Losey, M. R., & Lake, G.(1997)。Tomorrow’s HR management: 48 Thought leaders call for change。  new window
圖書論文
1.George, W. R.、Grönroos, C.(1989)。Developing Customer-Conscious Employee at Every Level Internal Marketing。Handbook of Services Marketing。New York, NY：AMACOM。  new window
2.Olshavsky, Richard W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective。Perceived Quality: How Consumers View Stores and Merchandise。Lexington Books。  new window
3.Grönroos, Christian(1981)。Internal marketing: An integral part of marketing theory。Marketing of services。Chicago, Illinois：American Marketing Association。  new window
4.Zeithaml, Valarie A.(1981)。How Consumer Evaluation Processes Differ Between Goods and Services。Marketing of Services。Chicago：American Marketing Association。  new window
 
 
 
 
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