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題名：旅館業內部行銷對於服務導向組織公民行為之影響：以心理依附之觀點
書刊名：觀光休閒學報
作者：張德儀 引用關係／李欣怡
作者(外文)：Chang, Te-yi／Lee, Hsin-yi
出版日期：2008
卷期：14:1
頁次：頁29-57
主題關鍵詞：內部行銷；心理依附；服務導向組織公民行為；Internal marketing；Psychological attachment；Service-oriented organizational citizenship behaviors
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(12) 博士論文(3) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:12
  • 共同引用共同引用:60
  • 點閱點閱:34
期刊論文
1.Cheney, George(1983)。On The Various and Changing Meanings of Organizational Membership: A Field Study of Organizational Identification。Communication Monographs，50(4)，342-362。  new window
2.Vecchio, R. P.(2000)。Negative Emotion in the Workplace: Employee Jealousy and Envy。International Journal of Stress Management，7(3)，161-179。  new window
3.Tsaur, Sheng-Hshiung、Lin, Yi-Chun(2004)。Promoting Service Quality in Tourist Hotels: The Role of HRM Practices and Service Behavior。Tourism Management，25(4)，471-481。  new window
4.Caruana, A.、Calleya, P.(1998)。The effect of internal marketing on organizational commitment among retail bank managers。International Journal of Bank Marketing，16(3)，108-116。  new window
5.Robbins, S. L.、Morrison, E. W.(1995)。Psychological Contracts and OCB: The Effect of Unfulfilled Obligations on Civic Behavior。Journal of Organizational Citizenship Behavior，16(3)，289-298。  new window
6.Milkovich, G.、Milkovich, C.(1992)。Strengthening the Pay-performance Relationship: The Research。Compensation and Benefits Review，24(6)，53-62。  new window
7.Galanter, M.(1980)。Psychological Induction into the Large Group: Findings from a Modern Religious Sect。American Journal of Psychiatry，137(12)，1574-1579。  new window
8.George, W. R.(1977)。The Retailing of Services: A Challenging Future。Journal of Retailing，53(3)，91-95。  new window
9.Ford, Robert C.、Bowen, John、Bowen, J.、Ford, R. C.(2004)。What Experts Say About Managing Hospitality Service Delivery Systems。International Journal of Contemporary Hospitality Management，16(7)，394-401。  new window
10.Kim, W. C.、Mauborgne, R. A.(1993)。Procedural Justice, Attitudes, and Subsidiary Top Management Compliance with Multinationals' Corporate Strategic Decisions。The Academy of Management Journal，36(3)，502-526。  new window
11.黃品全(20041200)。旅館餐飲人員賦能認知與服務導向組織公民行為之關聯--從領導者與成員交換理論的觀點。觀光研究學報，10(4)，19-37。new window  延伸查詢new window
12.Hartline, M. D.、Jones, K. C.(1996)。Employee Performance Cues in a Hospital Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions。Journal of Business Research，35(3)，207-215。  new window
13.Karatepe, O. M.、Sokmen, A.(2006)。The Effects of Work Role and Family Role Variables on Psychological and Behavioral Outcomes of Frontline Employees。Tourism Management，27(2)，255-268。  new window
14.Greene, Walter E.、Walls, Gary D.、Schrest, Larry J.(1994)。Internal Marketing: The Key to External Marketing Success。Journal of Services Marketing，8(4)，5-13。  new window
15.Peccei, R.、Rosenthal, P.(2001)。Delivering customer-oriented behavior through empowerment: An empirical test of HRM assumptions。Journal of Management Studies，38(6)，831-857。  new window
16.Gardner, D. G.、Pierce, J. L.(2001)。Organization-based self-esteem, generalized self-efficacy, and affective reactions to the workplace: An empirical re-examination。Journal of Management Systems，13(4)，31-48。  new window
17.Hartline, M. D .、Ferrell, O. C.(1996)。The management of customer-contact employees: an empirical investigation。Journal of Marketing，60(4)，52-70。  new window
18.Korman, A. K.(1970)。Toward a Hypothesis of Work Behavior。Journal of Applied Psychology，54(1)，31-41。  new window
19.Tansuhaj, P.、Randall, D.、McCullough, J.(1988)。A services marketing management model: Integrating internal and external marketing functions。Journal of Services Marketing，2(1)，31-38。  new window
20.Abrams, D.、Ando, K.、Hinkle, S.(1998)。Psychological Attachment to the Group: Cross-cultural Differences in Organizational Identification and Subjective Norms as Predictors of Workers' Turnover Intentions。Personality and Social Psychology Bulletin，24(10)，1027-1039。  new window
21.Ahmed, Pervaiz K.、Rafiq, Mohammed(2000)。Advances in the Internal Marketing Concept: Definition, Synthesis and Extension。Journal of Services Marketing，14(6)，449-462。  new window
22.Tansuhaj, Patriya S.、Randall, Donna、McCullough, Jim(1991)。Applying the internal marketing concept within large organizations: As applied to a credit union。Journal of Professional Services Marketing，6(2)，193-203。  new window
23.Gardner, D. G.、Pierce, J. L.(1998)。Self-esteem and self-efficacy within the organizational context: An empirical comparison。Group and Organization Management，23(1)，48-70。  new window
24.Staw, B. M.、Ross, J.(1978)。Commitment to a Policy Decision: A Multi-theoretical Perspective。Administrative Science Quarterly，23(1)，40-64。  new window
25.Collins, Brett、Payne, Adrian(1991)。Internal Marketing: A New Perspective for HRM。European Management Journal，9(3)，261-270。  new window
26.Mills, P. K.、Chase, R. B.、Margulies, N.(1983)。Motivating the client/employee system as a service production strategy。Academy of Management Review，8(2)，301-310。  new window
27.Foreman, Susan K.、Money, Arthur H.(1995)。Internal marketing: Concepts, measurement and application。Journal of Marketing Management，11(8)，755-768。  new window
28.Lewis, R. C.(1989)。Hospitality marketing: The internal approach。The Cornell Hotel and Restaurant Administration Quarterly，30(3)，40-45。  new window
29.Staw, B. M.(1984)。Organizational Behavior: A Review and Reformulation of The Field's Outcome Variables。Annual Review of Psychology，35(1)，627-666。  new window
30.Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking，3(3)，24-25。  new window
31.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
32.O'Reilly, C. A. III、Chatman, J. A.(1986)。Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior。Journal of Applied Psychology，71(3)，492-499。  new window
33.Karatepe, O. M.、Uludag, O.、Menevis, I.、Hadzimehmedagic, L.、Baddar, L.(2006)。The effects of selected individual characteristics on frontline employee performance and job satisfaction。Tourism Management，27(4)，547-560。  new window
34.Arnett, D. B.、Laverie, D. A.、McLane, C.(2002)。Using job satisfaction and pride as internal-marketing tools。Cornell Hotel and Restaurant Administration Quarterly，43(2)，87-96。  new window
35.Meglino, B. M.、Ravlin, E. C.、Adkins, C. L.(1989)。A work values approach to corporate culture: A field test of the value congruence process and its relationship to individual outcomes。Journal of Applied Psychology，74(3)，424-432。  new window
36.Brown, Michael E.(1969)。Identification and some conditions of organizational involvement。Administrative Science Quarterly，14(3)，346-355。  new window
37.Morrison, E. W.(1994)。Role definitions and organizational citizenship behavior: the importance of the employee's perspective。Academy of Management Journal，37(6)，1543-1568。  new window
38.Buchanan, Bruce II(1974)。Building organizational commitment: The socialization of managers in work organizations。Administrative Science Quarterly，19(4)，533-546。  new window
39.Podsakoff, P. M.、Ahearne, M.、MacKenzie, S. B.(1997)。Organizational citizenship behavior and the quantity and quality of work group performance。Journal of Applied Psychology，82(2)，262-270。  new window
40.Bettencourt, Lance A.、Gwinner, Kevin P.、Meuter, Matthew L.(2001)。A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors。Journal of Applied Psychology，86(1)，29-41。  new window
41.Hogan, J.、Hogan, R.、Busch, C. M.(1984)。How to Measure Service Orientation。Journal of Applied Psychology，69(1)，167-173。  new window
42.Conduit, Jodie、Mavondo, Felix T.(2001)。How critical is internal customer orientation to market orientation?。Journal of Business Research，51(1)，11-24。  new window
43.黃品全(20050600)。內部行銷及其對餐旅服務人員的影響 : 從組織中自我肯定與顧客導向的觀點。觀光研究學報，11(2)，89-112。new window  延伸查詢new window
44.Smith, C. Ann、Organ, Dennis W.、Near, Janet P.(1983)。Organizational citizenship behavior: Its nature and antecedents。Journal of Applied Psychology，68(4)，653-663。  new window
45.Dutton, Jane E.、Dukerich, Janet M.、Harquail, Celia V.(1994)。Organizational Images and Member Identification。Administrative Science Quarterly，39(2)，239-263。  new window
46.Katz, Daniel(1964)。The Motivational Basis of Organizational Behavior。Behavioral Science，9(2)，131-146。  new window
47.Shore, Lynn McFarlane、Wayne, Sandy J.(1993)。Commitment and Employee Behavior: Comparison of Affective Commitment and Continuance Commitment with Perceived Organizational Support。Journal of Applied Psychology，78(5)，774-780。  new window
48.Organ, Dennis W.、Ryan, Katherine(1995)。A Meta-Analytic Review of Attitudinal and Dispositional Predictors of Organizational Citizenship Behavior。Personnel Psychology，48(4)，775-802。  new window
49.Konovsky, Mary A.、Pugh, S. Douglas(1994)。Citizenship behavior and social exchange。The Academy of Management Journal，37(3)，656-669。  new window
50.Bentler, Paul M.、Chou, Chih-ping(1987)。Practical Issues in Structural Modeling。Sociological Methods and Research，16(1)，78-117。  new window
51.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
52.Hartline, M. D.、McKee, D. O.、Maxham, J. G. III(2000)。Corridors of Influence in the Dissemination of Customer-oriented Strategy to Customer Contact Service Employees。Journal of Marketing，64(2)，35-50。  new window
53.Piercy, N. F.、Morgan, N. A.(1991)。Internal marketing: The missing half of the marketing programme。Long Range Planning，24(2)，82-93。  new window
54.Kelman, Herbert C.(1958)。Compliance, identification, and internalization three processes of attitude change。Journal of Conflict Resolution，2(1)，51-60。  new window
55.Kagan, J.(1958)。The Concept of Identification。Psychological Review，65(5)，296-305。  new window
56.Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior，12(1)，43-72。  new window
57.Organ, Dennis W.、Konovsky, Mary A.(1989)。Cognitive Versus Affective Determinants of Organizational Citizenship Behavior。Journal of Applied Psychology，74(1)，157-164。  new window
58.Korman, Abraham K.(1976)。Hypothesis of Work Behavior Revisited and an Extension。The Academy of Management Review，1(1)，50-63。  new window
59.Settoon, Randall P.、Bennett, Nathan、Liden, Robert C.(1996)。Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity。Journal of Applied Psychology，81(3)，219-227。  new window
60.Allen, Natalie J.、Meyer, John P.(1990)。The Measurement and Antecedents of Affective Commitment and Normative Commitment to the Organization。Journal of Occupational and Organizational Psychology，63(1)，1-18。  new window
61.Stoke, S. M.(1950)。An Inquiry into the Concept of Identification。Journal of Genetic Psychology，76(1)，163-189。  new window
62.Lee, J.(2003)。An Analysis of the Antecedents of Organization-based Self-esteem in Two Korean Banks。International Journal of Human Resource Management，14(6)，1046-1066。  new window
63.Harris, S. G.、Hirschfeld, R. R.、Field, H. S.、Mossholder, K. W.(1993)。Psychological Attachment: Relationships with Job Characteristics, Attitudes, and Preferences for Newcomer Development。Group & Organization Management，18(4)，458-481。  new window
64.Mohr-Jackson, I.(1991)。Broadening the Market Orientation: An Added Focus on Internal Customers。Human Resource Management，30(4)，455-467。  new window
65.Tolman, E. C.(1943)。Identification and the Postwar World。The Journal of Abnormal and Social Psychology，38(2)，141-148。  new window
66.Sanford, N.(1955)。The Dynamics of Identification。Psychological Review，62(2)，106-118。  new window
會議論文
1.Gardner, D. G.、Pierce, J. L.、Van Dyne, L.、Cummings, L. L.(2000)。Relationships between Pay Level, Employee Stock Ownership, Self-esteem and Performance。Sydney, Australia。120-149。  new window
學位論文
1.楊嘉琪(2005)。內部行銷、員工信任與服務導向組織公民行為之研究(碩士論文)。中國文化大學，台北市。  延伸查詢new window
2.張松茂(2001)。多角化金融集團員工認知、內部行銷與組織承諾之關係--以國泰人壽保險公司之業務體系為例(碩士論文)。逢甲大學。  延伸查詢new window
3.任金剛(1996)。組織文化、組織氣候、及員工效能：一項微觀的探討(博士論文)。國立臺灣大學。new window  延伸查詢new window
4.翁婉玉(2004)。心理賦能、領導者－部屬交換關係與組織公民行為關係之研究，0。  延伸查詢new window
5.陶育華(2005)。空服員組織支持認知與組織公民行為關係之研究－以組織自尊為中介變項，0。  延伸查詢new window
6.沈洸洋(2002)。非營利組織志工內部行消之研究，0。  延伸查詢new window
圖書
1.Mowday, R. T.、Porter, L. W.、Steers, R. M.(1982)。Employee-org anization linkages: The psychology of commitment, absenteeism and turnover。New York, NY：Academic。  new window
2.Baum, Tom(1995)。Managing Human Resources in the European Tourism and Hospitality Industry: A Strategic Approach。Managing Human Resources in the European Tourism and Hospitality Industry: A Strategic Approach。London, UK：Chapman & Hall。  new window
3.黃俊英(200005)。行銷管理--策略性的觀點。臺北：華泰。  延伸查詢new window
4.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
5.Lawler, Edward E. III(1992)。The Ultimate Advantage: Creating the High-Involvement Organization。San Francisco, California：Jossey-Bass。  new window
6.Bowlby, J.(1982)。Attachment and loss: Vol. 1. Attachment。New York：Basic Books。  new window
7.Patchen, M.(1970)。Participation, Achievement, and Involvement on the Job。Prentice Hall。  new window
8.Barnard, Chester I.(1938)。The Functions of the Executive。Harvard University Press。  new window
9.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
10.Bandura, A.、Wessels, S.(1997)。Self-efficacy: The exercise of self-control。New York：Freeman。  new window
11.Katz, Daniel、Kahn, Robert L.(1978)。The Social Psychology of Organizations。Wiley：Oxford University Press。  new window
12.Zand, D.(1981)。Information, Organization, and Power: Effective Management in the Knowledge Society。Information, Organization, and Power: Effective Management in the Knowledge Society。London, UK。  new window
13.Baumeister, R. F.(1999)。The Self in Social Psychology。The Self in Social Psychology。Philadelphia, PA。  new window
14.鄭伯壎、郭建志(1993)。組織文化與員工效能：契合度與強度模式。組織文化：員工層次的分析。臺北市。  延伸查詢new window
15.Lawler, Edward E.(1997)。From the Ground up: Six Principles for Building the New Logic Corporation。From the Ground up: Six Principles for Building the New Logic Corporation。San Francisco, CA。  new window
16.Johnson, E. M.、Seymour, D. T.(1985)。The Impact of cross Selling on the Service Encounter in Retail Banking in the Service Encounter。The Service Encounter: Managing Employee/ Customer Interaction in Service Business。Lexington, MA。  new window
17.Robbins, S. P.(2002)。The Truth about Managing People...and Nothing but the Truth。The Truth about Managing People...and Nothing but the Truth。New York, NY。  new window
其他
1.交通部觀光局(2004)。觀光統計年報，0。  延伸查詢new window
圖書論文
1.Grönroos, Christian(1981)。Internal marketing: An integral part of marketing theory。Marketing of services。Chicago, Illinois：American Marketing Association。  new window
2.Salancik, Gerald R.(1977)。Commitment and the control of organizational behavior and belief。New Directions in Organizational Behavior。Chicago, Illinois：St. Clair Press。  new window
 
 
 
 
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