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題名:服務失誤、服務補救、工作滿意、組織承諾與處理反應關係之研究--服務端觀點
書刊名:東吳經濟商學學報
作者:賴明政 引用關係
作者(外文):Lai, Ming-cheng
出版日期:2008
卷期:60
頁次:頁105-131
主題關鍵詞:服務失誤服務補救工作滿意組織承諾處理反應Service errorService recoveryJob satisfactionOrganizational commitmentCoping response
原始連結:連回原系統網址new window
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  • 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:0
  • 點閱點閱:91
本研究針對國內流通連鎖加盟產業的209位現場服務作業人員進行實證研究,探討服務失誤及服務補救對服務人員工作滿意度、組織承諾及處理反應行為的可能影響,並進一步瞭解工作滿意及組織承諾的高低對處理反應行為的影響。經本研究的驗證發現工作滿意是重要的中介變數。服務失誤確會顯著地影響服務人員的工作滿意,當感到工作不滿意時會降低服務人員投入更多努力及尋求更多努力的意願,但卻會增加產生離職及曠職行為的可能性。而合宜的服務補救措施,會增進員工的工作滿意外,也會直接提昇服務人員更願投入工作,並接受更多的訓練。工作滿意會增進服務人員對組織的承諾,也會提昇其控制行為並降低逃離行為。然本研究所討論的議題,目前相關的研究尚屬缺乏,故經本研究修正的衡量量表及各項研究結論,尚需更多的驗證。
This study investigated service error, service recovery, organizational commitment, job satisfaction and coping response in a sample of 209 frontline employees in service industry. According the result of LISREL: 1. service error have no significant influence to organizational commitment; 2. service error have a significant negative influence 3. service recovery have significant influence organizational commitment, job satisfaction and control behavior; 4. job satisfaction have significant influence commitment and control behavior but negative influence escape behavior. Based on the results generated, there are some implications and suggestions will be offered for practices and academic field.
期刊論文
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31.Karatepe, O. M.(2006)。“The Effects of Selected Antecedents on the Service Recovery Performance of Frontline Employees.”。The Service Industrial Journal,26,no.1,39。  new window
32.Latack, L. C. and S. T. J. Havlovic(1992)。“Coping with Job Stress: A Conceptual Evaluation Framework for Coping Measures.”。Journal of Organizational Behavior,13,no.5,475-509。  new window
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會議論文
1.Staw, B. M.(197708)。Two sides of commitment。Annual meeting of Academy of Management。Orlando, Florida。  new window
2.賴明政及孫明德(2004)。「企業倫理價值、組織承諾與人員-組織配適關係之研究-以流通連鎖產業為例」。台北。  延伸查詢new window
3.Seggie, S. H. and N. J. Ashill(2006)。“Does Management Commitment to Service Quality Impact on Frontline Employees’ Affective and Performance Outcomes?”。Chicago。17,99。  new window
學位論文
1.黃文翰(2002)。服務補救不一致、服務補救後滿意度與消費者後續行為意圖之關係研究(碩士論文)。國立東華大學。  延伸查詢new window
2.陳錦華(2003)。組織內部服務品質對員工工作滿意度影響之研究--以稅捐處某單位為例(碩士論文)。國立成功大學。  延伸查詢new window
圖書
1.Kreitner, Robert、Kinicki, Angelo(2001)。Organizational Behavior。New York, NY:McGraw-Hill。  new window
2.Reyes, Pedro(1990)。Teachers and their workplace: Commitment, performance, and productivity。Sage Publication。  new window
3.Andrews, Frank M.、Withey, Stephen B.(1976)。Social indicators of well-being: Americans' perceptions of life quality。Plenum Press。  new window
4.Meyer, J. P.、Allen, N. J.(1987)。Organizational commitment: Toward a three-component model。London:The University of Western Ontario, Department of Psychology。  new window
5.Porter, Lyman W.、Lawler, Edward E. III(1968)。Managerial attitudes and performance。Homewood, Illinois:Richard D. Irwin Publisher。  new window
 
 
 
 
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