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題名：航空公司第一線服務人員之組織承諾、專業承諾與顧客期望服務態度之探討--以神馳經驗為干擾變項
書刊名：旅遊管理研究
作者：楊政樺 引用關係／陳光華 引用關係
作者(外文)：Yang, Cheng-hua／Chen, Kaung-hwa
出版日期：2006
卷期：6:2
頁次：頁217-243
主題關鍵詞：組織承諾；專業承諾；神馳經驗；服務態度；Organizational commitment；Professional commitment；Flow experience；Service attitude
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(2) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:34
  • 點閱點閱:54
航空業是人力密集，尖離峰及淡旺季明顯，且全年無休運轉的運輸服務業，無論就產業特性或人力結構而言，皆較一般產業複雜，近年來航空公司第一線人力有朝向正職員工與約聘人力相互支援之趨勢。因此，在維繫基本的服務品質下，第一線員工之服務態度益形重要。本文為探索性研究，嘗試以第一線員工之神馳經驗為干擾變項，分析其是否會影響第一線服務人員之組織承諾與專業承諾對顧客所期望的服務態度的相關性。本研究發現：（1）第一線服務人員的特性對顧客期望服務態度之認同有顯著差異，（2）第一線服務人員之「組織承諾對服務態度」及「專業承諾對服務態度」均有顯著相關，及（3）第一線服務人員的神馳經驗對於專業承諾與顧客期望服務態度的相關性有顯著正向影響。
Airlines, a labor-condensed, provide passengers with transportation service around the clock operation. It is more complex than the rest of industries in terms of the quality of the service or the structure of the labor. The current trend for the front-line staff in the airlines is toward the mutual support between full-time staff and atypical staff. Thus, in the maintenance of the basic service quality, the service attitude of the front-line servers from the point of the view of the international long-haul fight passengers is becoming more and more important. This paper is an exploratory study and intends to analyze the flow experience, viewed as interrupted variable, weather influences the relationships between the expected service attitude and organizational commitment and professional commitment of front-line staff, respectively. The results show that: (1) the traits of front-line staff reveal significant difference on their cognition for customers' expected service attitudes, (2) organizational commitment and professional commitment of first-line staff are significantly positive relationship to customers' expected service attitudes, and (3) the flow experience of front-line staff can influence positively the relationship between professional commitment and customers' expected service attitudes.
期刊論文
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3.Wallace, J. E.(1995)。Professional and Organizational Commitment: Compatible or Incompatible。Journal of Vocational Behavior，42(3)，333-349。  new window
4.楊政樺、張新立(20050600)。以關鍵事件技術及劇場理論探討航空公司服務遞送滿意之研究--以臺港航線為例。運輸計劃，34(2)，261-291。new window  延伸查詢new window
5.Aryee, S.、Chay, Y. W.、Chew, J.(1994)。An Investigation of the Predictors and Outcomes of Career Commitment in Three Career Stages。Journal of Vocational Behavior，44(1)，1-16。  new window
6.Hallenbeck, G. S.、Hautaluoma J. E.(1999)。The Benefit of Multiple Boundary Spanning Roles in Purchasing。Journal of Supply Chain Management，35(1)，38-43。  new window
7.Jackson, S. A.(1995)。Factors influencing the occurrence of flow state in elite athletes。Journal of Applied Sport Psychology，7(2)，138-166。  new window
8.Kelley, S. W.、Hoffman, K. D.(1997)。An Investigation of Positive Affect, Prosocial Behaviors and Service Quality。Journal of Retailing，73(3)，407-427。  new window
9.Lachman, R.、Aranya, N.(1986)。Evaluation of Alternative Models of Commitment and Job Attitudes of Professionals。Journal of Occupational Behavior，7，227-243。  new window
10.Morrow, P. C.、McElroy, J. C.(1987)。Work Commitment and Job Satisfaction Over Three Career Stages。Journal of Vocational Behavior，30(3)，330-346。  new window
11.Steers, R. M.(1977)。Antecedents Outcomes of Organizational Commitment。Administrative Science Quarterly，22(1)，46-56。  new window
12.Aranya, N. A.、Pollock, J.、Amernic, J.(1981)。An Examination of Professional Commitment in Public Accounting。Accounting, Organizations and Society，6(4)，271-280。  new window
13.Meyer, John P.、Allen, Natalie J.、Smith, Catherine A.(1993)。Commitment to Organizational and Occupations: Extension and Test of a Three-component Conceptualization。Journal of Applied Psychology，78(4)，538-551。  new window
14.Blau, Gary J.(1985)。The measurement and prediction of career commitment。Journal of Occupational Psychology，58(4)，277-288。  new window
15.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1991)。Understanding Customer Expectation of Service。Sloan Management Review，32(3)，39-48。  new window
16.Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing，49(4)，99-111。  new window
17.Morrow, Paula C.(1983)。Concept Redundancy in Organizational Research: The Case of Work Commitment。Academy of Management Review，8(3)，486-500。  new window
18.Morrow, P. C.、Wirth, R. E.(1989)。Work Commitment among Salaried Professionals。Journal of Vocational Behavior，34(1)，40-56。  new window
19.Wiener, Y.、Vardi, Y.(1980)。Relationships Between Job, Organization and Career Commitment and Work Outcomes: An Interactive Approach。Organizational Behavior and Human Performance，26(1)，81-96。  new window
20.Aiken, L. R.(1985)。Three coefficients for analyzing the reliability and validity of ratings。Educational and Psychological Measurement，45(1)，131-142。  new window
21.Kanter, Rosabeth Moss(1968)。Commitment and social organization: A study of commitment mechanisms in utopian communities。American Sociological Review，33(4)，499-517。  new window
22.Angle, Harold L.、Perry, James L.(1981)。An Empirical Assessment of Organizational Commitment and Organizational Effectiveness。Administrative Science Quarterly，26(1)，1-14。  new window
23.Ferris, K. R.、Aranya, N.(1983)。A comparison of two organizational commitment scales。Personnel Psychology，36(1)，87-99。  new window
24.Csikszentmihalyi, Mihály、LeFevre, Judith(1989)。Optimal experience in work and Leisure。Journal of Personality and Social Psychology，56(5)，815-822。  new window
25.Clugston, Michael、Howell, J. P.、Dorfman, P. W.(2000)。Does Cultural Socialization Predict Multiple Bases and Foci of Commitment?。Journal of Management，26(1)，5-30。  new window
26.莊修田(20020600)。室內設計業者工作價值觀、專業承諾、工作投入與改行傾向關係之研究。人力資源管理學報，2(2)，1-18。new window  延伸查詢new window
27.Webster, Jane、Trevino, Linda Klebe、Ryan, Lisa(1993)。The dimensionality and correlates of flow in human-computer interactions。Computers in Human Behavior，9(4)，411-426。  new window
28.Carson, K. D.、Bedeian, A. G.(1994)。Career commitment: Construction of a measure and examination of its psychometric properties。Journal of Vocational Behavior，44(3)，237-262。  new window
29.Ghani, Jawaid A.、Deshpande, Satish P.(1994)。Task Characteristics and the Experience of Optimal Flow in Human-computer Interaction。The Journal of Psychology，128(4)，381-391。  new window
30.Jackson, Susan A.、Marsh, Herbert W.(1996)。Development and Validation of a Scale to Measure Optimal Experience: The Flow State Scale。Journal of Sport and Exercise Psychology，18(1)，17-35。  new window
31.Aiken, L. R.(1980)。Content validity and reliability of single items or questionnaires。Educational and Psychological Measurement，40(4)，955-959。  new window
32.Sheldon, Mary E.(1971)。Investments and Involvements as Mechanisms Producing Commitment to the Organization。Administrative Science Quarterly，16(2)，143-150。  new window
33.Meyer, John P.、Allen, Natalie J.(1991)。A three-component conceptualization of organizational commitment。Human Resource Management Review，1(1)，61-89。  new window
34.Mathieu, J. E.、Zajac, D. M.(1990)。A review and meta-analysis of the antecedents, correlates, and consequence of organizational commitment。Psychological Bulletin，108(2)，171-194。  new window
35.Porter, Lyman W.、Steers, Richard M.、Mowday, Richard T.、Boulian, Paul V.(1974)。Organizational commitment, job satisfaction, and turnover among psychiatric technicians。Journal of Applied Psychology，59(5)，603-609。  new window
學位論文
1.聶喬齡(2000)。心理技能、運動表現與流暢經驗關係之研究(碩士論文)。國立體育學院。  延伸查詢new window
2.張德儀(1998)。WWW使用者之瀏覽行為與心理探究(碩士論文)。國立中正大學。  延伸查詢new window
3.吳淑卿(2004)。室內設計業者性別角色信念、家庭承諾、專業承諾關係之研究(碩士論文)。中原大學。  延伸查詢new window
4.Taylor, L. E.(1988)。Professional Commitment: The Influence of the Process Socialization and Professionalization and Selected Socio-Demographic Factors in Canadian Social Work(博士論文)。University of Toronto，Toronto。  new window
5.黃彩霖(2003)。醫院行政人員的人格特質、工作壓力、工作投入、專業承諾及工作績效之相關性研究(碩士論文)。南華大學，嘉義縣。  延伸查詢new window
6.凌欣慧(1997)。生涯階段與工作行為關係之研究--專業承諾及組織承諾之中介效果分析(碩士論文)。國立中山大學。  延伸查詢new window
圖書
1.Carlzon Jan、李田樹(1988)。關鍵時刻--顧客導向的經營策略。臺北：長河出版社。  延伸查詢new window
2.Csikszentmihalyi, Mihaly、Csikszentmihalyi, Isabella Selega(1988)。Optimal Experience: Psychological Studies of Flow in Consciousness。Cambridge University Press。  new window
3.Fitzsimmons, James, A.、Mona, J. F.(1998)。Service Management: Operation, Strategy, and Information Technology。Boston：Irwin/MsGraw Hill。  new window
4.Kalleberg, A.、Berg, I.(1987)。Work and Industry: Structures, Markets, and Processes。NY：Plenum Press。  new window
5.Crocker, L.、Algina, J.(1986)。Introduction to Classical and Modern Test Theory。Holt, Rinehart & Winston。  new window
6.Pine Ⅱ, B. Joseph、Gilmore, James H.(1999)。The Experience Economy: Work is Theater and Every Business Is a Stage。Boston, MA：Harvard Business School Press。  new window
7.Csikszentmihalyi, Mihaly(1975)。Beyond Boredom and Anxiety: The Experience of Play in Work and Games。Jossey-Bass。  new window
8.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
9.Mowday, R. T.、Porter, L. W.、Steers, R. M.(1982)。Employee-Organization Linkages--The Psychology of Commitment, Absenteeism, and Turnover。New York：Academic Press。  new window
其他
1.Csikszentmihalyi, Mihaly(1992)。Flow: The Psychology of Optimal Experience. New York, NY:。  new window
圖書論文
1.Adams, J. S.(1976)。The Structure and Dynamics of Behavior in Organizational Boundary Role。Handbook of Industrial and Organizational Psychology。Chicago：Rand McNally。  new window
 
 
 
 
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