| 期刊論文| 1. | 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。   | | 2. | Hwang, Kwang-kuo(19990900)。Chinese Corporate Culture and Productivity。中山管理評論，7(特刊)，621-647。 | | 3. | Moorman, R. H.、Blakely, G. L.、Niehoff, B. P.(1998)。Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?。Academy of Management Journal，41(3)，351-357。 | | 4. | Podsakoff, P. M.、MacKenzie, S. B.(1997)。Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestion for Future Research。Human Performance，10(2)，133-151。 | | 5. | Hofmann, D. A.、Morgeson, F. P.、Gerras, S. J.(2003)。Climate as a moderator of the relationship between leader-member exchange and content specific citizenship: Safety climate as an exemplar。Journal of Applied Psychology，88(1)，170-178。 | | 6. | Allen, D. G.、Shore, L. M.、Griffeth, R. W.(2003)。The Role of Perceived Organizational Support and Supportive Human Resource Practices in the Turnover Process。Journal of Management，29(1)，99-118。 | | 7. | Hall, D. T.、Isabella, L.(1985)。Downward movement and career development。Organizational Dynamics，14(1)，5-23。 | | 8. | Stamper, Christina L.、Van Dyne, Linn(2001)。Work Status and Organizational Citizenship Behavior: A Field Study of Restaurant Employees。Journal of Organizational Behavior，22(5)，517-536。 | | 9. | Yoon, M. H.、Suh, J.(2003)。Organizational citizenship behaviors and service quality as external effectiveness of contact employees。Journal of Business Research，56(8)，597-611。 | | 10. | Wright, Patrick M.、McMahan, Gary C.(1992)。Theoretical Perspectives for Strategic Human Resource Management。Journal of Management，18(2)，295-320。 | | 11. | Dimitriades, Zoe S.(2007)。The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: A survey。Employee Relations，29(5)，469-491。 | | 12. | 嚴秀茹、林育理、戴淑賢(20040100)。服務氣候對服務導向公民行為之影響歷程探討--心理授權與角色界定之中介模式。管理評論，23(1)，25-48。 延伸查詢 | | 13. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。 | | 14. | Amason, A. C.(1996)。Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: Resolving a paradox for top management teams。Academy of Management Journal，39(1)，123-148。 | | 15. | Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology，70(3)，423-433。 | | 16. | Koys, Daniel J.(2001)。The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study。Personnel Psychology，54(1)，101-114。 | | 17. | Morrison, E. W.(1994)。Role definitions and organizational citizenship behavior: the importance of the employee's perspective。Academy of Management Journal，37(6)，1543-1567。 | | 18. | 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。 | | 19. | Schneider, Benjamin、Ehrhart, Mark G.、Mayer, David M.、Saltz, Jessica L.、Niles-Jolly, K.(2005)。Understanding organization-customer links in service settings。Academy of Management Journal，48(6)，1017-1032。 | | 20. | Organ, D. W.(1988)。A Restatement of the Satisfaction-Performance Hypothesis。Journal of Management，14(4)，547-557。 | | 21. | Paulin, M.、Ferguson, R. J.、Bergeron, J.(2006)。Service climate and organizational commitment: The importance of customer linkages。Journal of Business Research，59(8)，906-915。 | | 22. | Rhoades, Linda、Eisenberger, Robert(2002)。Perceived organizational support: a review of the literature。Journal of Applied Psychology，87(4)，698-714。 | | 23. | Van Dyne, Linn、Graham, Jill W.、Dienesch, Richard M.(1994)。Organizational citizenship behavior: construct redefinition, measurement, and validation。Academy of Management Journal，37(4)，765-802。 | | 24. | George, Jennifer M.(1990)。Personality, affect, and behavior in groups。Journal of Applied Psychology，75(2)，107-116。 | | 25. | Schneider, B.、White, S. S.、Paul, M. C.(1998)。Linking service climate and customer perceptions of service quality: Tests of a causal model。Journal of Applied Psychology，83(2)，150-163。 | | 26. | 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。 | | 27. | Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。 | | 28. | Joseph, W. Benoy(1996)。Internal Marketing Builds Service Quality。Journal of health care marketing，16(1)，54-59。 | | 29. | Eisenberger, R.、Fasolo, P.、Davis-LaMastro, V.(1990)。Perceived organizational support and employee diligence, commitment, and innovation。Journal of Applied Psychology，75(1)，51-59。 | | 30. | Moorman, Robert H.(1991)。Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?。Journal of Applied Psychology，76(6)，845-855。 | | 31. | Mossholder, K. W.、Bennett, N.、Kemery, E. R.、Wesolowski, M. A.(1998)。Relationships between bases of power and work reactions: The mediational role of procedural justice。Journal of Management，24(4)，533-552。 | | 32. | 黃家齊、許雅婷(20060400)。團隊成員人格特質對知識分享及創新績效之影響--個人與團隊層次的分析。管理學報，23(2)，149-170。 延伸查詢 | | 33. | Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。 | | 34. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。 | | 35. | Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior，12(1)，43-72。 | | 36. | Hofmann, David A.、Gavin, Mark B.(1998)。Centering Decisions in Hierarchical Linear Models: Implications for Research in Organizations。Journal of Management，24(5)，623-641。 | | 37. | 林鉦棽、彭台光(20061200)。多層次管理研究：分析層次的概念、理論和方法。管理學報，23(6)，649-675。 延伸查詢 | | 38. | Hofmann, D. A.(1997)。An overview of the logic and rational of hierarchical linear models。Journal of Management，23(6)，723-744。 | | 39. | 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。 | | 40. | Barney, Jay B.(1991)。Firm Resources and Sustained Competitive Advantage。Journal of Management，17(1)，99-120。 | | 41. | Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology，71(3)，500-507。 | | 42. | Bowen, D.E.(1996)。“Market-Focused HRM in Service Organizations: Satisfying Internal and External Customers.”。Journal of Market-Focused Management，1,no.1，31-47。 | | 43. | Bowen, D. E., S.W. Gilliand, and R. Folger(1999)。“HRM and Service Fairness: How Being Fair Wit Employees Spills Over to Customers?”。Organizational Dynamics，27,no.3，7-23。 | | 44. | Eisenberger, R. and L. Rhaodes(2001)。“Incremental Effects of Reward on Creativity.”。Journal of Personality and Social Psychology，81,no.4，728-741。 | | 45. | Hogan, J., R. Hogan, and C.M. Busch(1984)。“How to Measure Service Orientation.”。Journal of Applied Psychology，69,no.1，167-173。 | | 46. | Kennedy, K.N., F.G. Lassk, and J.R.Goolsby(2002)。“Customer Mind-Set of Employees throughout the Organization.”。Journal of the Academy of Marketing Science，30,no.2，159-171。 | | 47. | Mohr, L. A., and M. J. Bitner(1995)。“The Role of Employee Effort in Satisfaction with Service transactions.”。Journal of Business Research，32,no.3，239-252。 | | 48. | Shadur, M.A., R. Kienzle, and J.L. Rodwell(1999)。“The Relationship between Organizational Climate and Employee Perceptions of Involvement: The Importance of Support.”。Group & Organization Management，24,no.4，479-503。 | | 49. | Snell, S. A., M.A. Youndt and P.M. Wright(1996)。“Establishing A Framework for Research in Human Resource Management: Merging Resource Theory and Organizational Learning.”。Personnel and Human Resources Management，14，61-90。 | | 50. | Van Dyne, L. and S. Ang(1998)。“Organizational Citizenship Behavior of Contingent Workers in Singapore.”。Academy of Management Journal，41,no.6，692- 703。 | | 51. | Van Dyne, L., K.A. Jehn, and A. Cummings(2002)。“Different Effects of Strain on Two Forms of Work Performance: Individual Employee Sales and Creativity.”。Journal of Organizational Behavior，23,no.1，57-74。 | | 52. | Wayne, S. J., L.M. Shore, and R.C. Liden(1997)。“Perceptions of Organizational Support and Leader- Member Exchange: A Social Exchange Perspective.”。Academy of Management Journal，40,no.1，82-111。 | | 53. | Zerbe, W.J., D. Dobni, and G.H. Hartel(1998)。“Promoting Employee Service Behavior: The Role of Perceptions of Human Resource Management Practices and Service Culture.”。Canadian Journal of Administrative Sciences，15,no.2，165-179。 | 圖書| 1. | 溫福星(2006)。階層線性模式：理論、方法與應用。臺北市：雙葉書廊有限公司。 延伸查詢 | | 2. | Bryk, Anthony S.、Raudenbush, Stephen W.(1992)。Hierarchical Linear Models in Social and Behavioral Research: Applications and Data Analysis Methods。Newbury Park, CA：Sage Publications。 | | 3. | Drucker, P.(2002)。Managing in the Next Society: Beyond the Information Revolution。New York：Truman Talley Books：ST. Martin's Press。 | | 4. | Blau, P. M.(1964)。Exchange and Power in Social Life。New York：John Wiley and Sons。 | | 5. | Naylor, J. C.、Ilgen, D. R.、Pritchard, R. D.(1980)。A Theory of Behavior in Organizations。Academic Press。 | | 6. | 黃英忠(2003)。人力資源管理。三民書局。 延伸查詢 | | 7. | Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。 | | 8. | Katz, Daniel、Kahn, Robert L.(1978)。The Social Psychology of Organizations。Wiley：Oxford University Press。 | | 9. | Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。 | | 10. | Jöreskog, K. G.、Sörbom, D.(1989)。LISREL 7: A Guide to the Program and Application。Chicago, IL：Scientific Software International, Inc.：SPSS Inc。 | | 11. | 蔡維奇(2002)。員工訓練與開發。臺北。 延伸查詢 | | 12. | Fasolo, P. M.(1995)。“Procedural Justice and Perceived Organizational Support: Hypothesized Effects on Job Performance.”。Organizational Politics, Justice and Support: Managing the Social Climate in the Workplace。Westport, CT。 | | 13. | Jackson, S.E. and R.S.Schuler(1992)。“HRM Practices in Service-Based Organizations: A Role Theory Perspective.”。Advances in Services Management and Marketing。Greenwich, CT。 | 圖書論文| 1. | Bliese, P. D.(2000)。Within-Group Agreement, Non-Independence, and Reliability: Impplication for Data Aggregation and Analysis。Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and Net Directions。San Francisco, California：Jossey-Bass。 | | 2. | Bowen, D. E.、Schneider, B.(1985)。Boundary-spanning-role employees and the service encounter: some guidelines for management and research。The service encounter。Lexington, MA：Lexington Public Health。 | | 3. | Schneider, B.、Bowen, D. E.(1993)。Personnel / Human Resource Management In The Service Sector。Research in Personnel and Human Resources Management。Greenwich, C.T：JAI Press。 | | 4. | Shore, L. M.、Shore, T. H.(1995)。Perceived organizational support and organizational justice。Organizational politics, justice, and support: Managing the social climate of the workplace。Westport, C.T.：Quorum。 | | 5. | Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。 | | 6. | Rousseau, D. M.(1985)。Issues of level in organizational research: multi-level and cross-level perspectives。Research in Organizational Behavior。Greenwich, Connecticut：JAI Press。 | | 7. | Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。 | |