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題名：Goal Orientation, Service Behavior and Service Performance
書刊名：Asia Pacific Management Review
作者：Chien, Chun-cheng／Hung, Shuo-tsung
出版日期：2008
卷期：13:2
頁次：頁513-529
主題關鍵詞：Performance goal orientation；Learning goal orientation；Customer-oriented behavior；Organizational citizenship behavior；Service 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(4) 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:4
  • 共同引用共同引用:0
  • 點閱點閱:45
Based on the traditional service triangle, this study proposes a conceptual model of the relationships between goal orientation, service behavior and service performance in order to examine antecedents and consequences of service behavior at the individual level. Data from 271 personal finance specialists and medical assistants show the customer oriented behavior positively correlated with organizational citizenship behavior. Both forms of behavior in turn are positively related to service performance, while service employees who possess higher learning goal orientation show more customer-oriented and organizational citizenship behaviors. Performance goal orientation is positively related to the former, yet may be negatively related to the latter. Managerial implications and directions for future research are discussed.
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會議論文
1.Donavan, D. T.、Hocutt, M. A.(2002)。Exploring the Relationship between the Service Worker's Organizational Citizenship Behaviors and Perceived Justice: The Impact of Customer Orientation。0。319-320。  new window
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圖書論文
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2.Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。  new window
 
 
 
 
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