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題名：社會支持對角色外顧客服務行為之影響
書刊名：中原企管評論
作者：汪美伶 引用關係
作者(外文)：Wang, Mei-ling
出版日期：2009
卷期：7:2
頁次：頁27-54
主題關鍵詞：社會支持；角色外顧客服務行為；情感性組織承諾；Social support；Extra-role customer service behavior；Affective commitment
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(3) 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:3
  • 共同引用共同引用:70
  • 點閱點閱:49
期刊論文
1.Sias, P. M.、Cahill, D. J.(1998)。From coworker to friends: The development of peer friendships in the workplace。Western Journal Communication，62(3)，273-299。  new window
2.Ribelin, P. J.(2003)。Retention Reflects Leadership Style。Nursing Management，34(8)，18-19。  new window
3.Fisher, C. D.(1985)。Social support and adjustment to work: A longitudinal study。Journal of Management，11(3)，39-53。  new window
4.Kottke, Janet L.、Sharafinski, Clare E.(1988)。Measuring Perceived Supervisory and Organizational Support。Educational and Psychological Measurement，48(4)，1075-1079。  new window
5.Corsun, D. L.、Enz, C. A.(1999)。Predicting psychological empowerment among service workers: The effect of support-based relationships。Human Relations，52(2)，205-224。  new window
6.Yoon, J.、Lim, J-C.(1999)。Organizational support in the workplace: the case of Korean hospital employees。Human Relations，52(7)，923-945。  new window
7.Wayne, Sandy J.、Shore, Lynn M.、Bommer, William H.、Tetrick, Lois E.(2002)。The Role of Fair Treatment and Rewards in Perceptions of Organizational Support and Leader-Member Exchange。Journal of Applied Psychology，87(3)，590-598。  new window
8.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。  new window
9.Ganster, D. C.、Fusilier, M. R.、Mayes, B. T.(1986)。Role of Social Support in the Experience of Stress at Work。Journal of Applied Psychology，71(1)，102-110。  new window
10.Seers, A.(1989)。Team-member exchange quality: A new construct for role-making research。Organizational Behavior and Human Decision Processes，43(1)，118-135。  new window
11.Chen, L. Y.(2004)。Examining the Effect of Organization Culture and Leadership Behaviors on Organizational Commitment, Job Satisfaction, and Job Performance at Small and Middle-sized Firms of Taiwan。Journal of American Academy of Business, Cambridge，5(1/2)，432-438。  new window
12.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。  new window
13.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
14.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
15.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。  new window
16.Labianca, G.、Brass, D. J.、Gray, B.(1998)。Social networks and perceptions of intergroup conflict: The role of negative relationships and third parties。Academy of Management Journal，41(1)，55-67。  new window
17.Mohr, L. A.、Bitner, M. J.(1995)。The role of employee effort in satisfaction with service transactions。Journal of Business Research，32(3)，239-252。  new window
18.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
19.Pierce, J. L.、Dunham, R. B.(1987)。Organizational commitment: Pre-employment propensity and initial work experiences。Journal of Management，13(1)，163-178。  new window
20.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。new window  延伸查詢new window
21.Gerstner, Charlotte R.、Day, David V.(1997)。Meta-analytic review of leader-member exchange theory: Correlates and construct issues。Journal of Applied Psychology，82(6)，827-844。  new window
22.Van Vianen, A. E. M.(2000)。Person-organization fit: The match between newcomers' and recruiters' preferences for organizational cultures。Personnel Psychology，53(1)，113-149。  new window
23.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
24.Wayne, Sandy J.、Green, Shawn A.(1993)。The effects of leader-member exchange on employee citizenship and impression management behavior。Human Relations，46(12)，1431-1440。  new window
25.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
26.Major, Debra A.、Kozlowski, Steve W. J.、Chao, Georgia T.、Gardner, Philip D.(1995)。A Longitudinal investigation of newcomer expectations, early socialization outcomes, and the moderating effects of role development factors。Journal of Applied Psychology，80，418-431。  new window
27.汪美伶、鄭雯憶(20071200)。組織支持與服務導向組織公民行為--服務氣候之干擾角色。人力資源管理學報，7(4)，71-93。new window  延伸查詢new window
28.Guzzo, Richard A.、Noonan, Katherine A.、Elron, Efrat(1994)。Expatriate managers and the psychological contract。Journal of Applied Psychology，79(4)，617-626。  new window
29.Levinson, H.(1965)。Reciprocation: The relationship between man and organization。Administrative Science Quarterly，9(4)，370-390。  new window
30.Podolny, J. M.、Baron, J. N.(1997)。Resources and Relationships: Social Networks and Mobility in the Workplace。American Sociological Review，62(5)，673-693。  new window
31.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。  new window
32.林鉦棽、蕭淑月(20050900)。社會支持、信任、關係品質與組織知識分享行為之關係研究。商管科技季刊，6(3)，373-400。new window  延伸查詢new window
33.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
34.Kram, Kathy E.、Isabella, Lynn A.(1985)。Mentoring alternatives: The role of peer relationships in career development。Academy of Management Journal，28(1)，110-132。  new window
35.Buchanan, Bruce II(1974)。Building organizational commitment: The socialization of managers in work organizations。Administrative Science Quarterly，19(4)，533-546。  new window
36.Porter, L. W.、Crampon, W. J.、Smith, F. J.(1976)。Organizational commitment and managerial turnover: A longitudinal study。Organizational Behavior and Human Performance，15(1)，87-98。  new window
37.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
38.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
39.Turnley, W. H.、Feldman, D. C.(1999)。A Discrepancy Model of Psychological Contract Violations。Human Resource Management Review，9(3)，367-386。  new window
40.Geyskens, Inge、Steenkamp, Jan-Benedict E. M.、Scheer, Lisa K.、Kumar, Nirmalya(1996)。The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study。International Journal of Research in Marketing，13(4)，303-317。  new window
41.Bettencourt, Lance A.、Brown, Stephen W.(1997)。Customer-contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors。Journal of Retailing，73(1)，39-61。  new window
42.Rhoades, Linda、Eisenberger, Robert(2002)。Perceived organizational support: a review of the literature。Journal of Applied Psychology，87(4)，698-714。  new window
43.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。  new window
44.Katz, Daniel(1964)。The Motivational Basis of Organizational Behavior。Behavioral Science，9(2)，131-146。  new window
45.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
46.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。  new window
47.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。  new window
48.Rhoades, Linda、Eisenberger, Robert、Armeli, Stephen(2001)。Affective Commitment to the Organization: The Contribution of Perceived Organizational Support。Journal of Applied Psychology，86(5)，825-836。  new window
49.Durham, Cathy C.、Knight, Don、Locke, Edwin A.(1997)。Effects of leader role, team-set goal difficulty, efficacy, and tactics on team effectiveness。Organizational Behavior and Human Decision Processes，72(2)，203-231。  new window
50.Cobb, Sidney(1976)。Presidential Address-1976. Social Support as a Moderator of Life Stress。Psychosomatic Medicine，38(5)，300-314。  new window
51.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。  new window
52.黃品全(20031000)。顧客接觸人員與上司、同事關係對賦能及服務工作之影響--社會交換的觀點。管理評論，22(4)，57-80。new window  延伸查詢new window
53.Liden, R. C.、Sparrowe, R. T.、Wayne, S. J.(2000)。An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes。Journal of Applied Psychology，85(3)，407-416。  new window
54.Bauer, Tayla N.、Green, Stephen G.(1996)。Development of leader-member exchange: A longitudinal test。Academy of Management Journal，39(6)，1538-1567。  new window
55.Williams, Larry J.、Hazer, John T.(1986)。Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods。Journal of Applied Psychology，71(2)，219-231。  new window
56.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
57.Zhou, J.、George, J. M.(2001)。When job dissatisfaction leads to creativity: Encouraging the expression of voice。Academy of Management Journal，44(4)，682-696。  new window
58.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
59.Liden, Robert C.、Wayne, Sandy J.、Stilwell, Dean(1993)。A Longitudinal Study on the Early Development of Leader-Member Exchanges。Journal of Applied Psychology，78(4)，662-674。  new window
60.Organ, Dennis W.(1990)。The motivational basis of organizational citizenship behavior。Research in Organizational Behavior，12(1)，43-72。  new window
61.Meyer, John P.、Allen, Natalie J.(1991)。A three-component conceptualization of organizational commitment。Human Resource Management Review，1(1)，61-89。  new window
62.Porter, Lyman W.、Mowday, Richard T.、Steers, Richard M.(1979)。The measurement of organizational commitment。Journal of Vocational Behavior，14(2)，224-247。  new window
63.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
64.Dienesch, Richard M.、Liden, Robert C.(1986)。Leader-Member Exchange Model of Leadership: A Critique and Further Development。Academy of Management Review，11(3)，618-634。  new window
65.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
66.Steers, Richard M.(1977)。Antecedents and Outcomes of Organizational Commitment。Administrative Science Quarterly，22(1)，46-56。  new window
67.Wiener, Yoash(1982)。Commitment in Organization: A Normative View。Academy of Management Review，7(3)，418-428。  new window
68.Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology，71(3)，500-507。  new window
69.Shumaker, A. S.、Brownell, A.(1984)。Toward a theory of social support: Closing conceptual gaps。Journal of Social Issues，40(4)，11-36。  new window
70.Carpenter, E. M., Kirkpatrick, L. A.(1996)。“Attachment Style and Presence of a Romantic Partner as Moderators of Psychophysiological Responses to a Stressful Laboratory Situation”。Personal Relationships，vol. 3,no. 4，351-367。  new window
71.Kaufman, J. D., Stamper, C. L., Tesluk, P. E.(2001)。“Do Supportive Organizational Make for Good Corporate Citizens”。Journal of Managerial Issues，vol. 8,no. 4，436-449。  new window
72.Kim, S. W., Price, J. L., Mueller, C. W., Watson, T. W.(1996)。“The Determinants of Career Intent among Physicians at a U.S. Air Force Hospital”。Human Relations，vol. 49,no. 7，947-976。  new window
73.Klieman, R. S., Quinn, J. A., Harris, K. L.(2000)。“The Influence of Employee-Supervisor Interactions upon Job Breadth”。Journal of Managerial Psychology，vol. 15,no. 6，587-598。  new window
74.Lam, S. S. K., Hui, C., Law, K. S.(1999)。“Organizational Citizenship Behavior:Comparing Perspective of Supervisors and Subordinates across Four International Samples”。Journal of Applied Psychology，vol. 84,no. 4，594-601。  new window
75.Lin, N., Simeone, R., Ensel, W., Kuo, W.(1979)。“Social Support, Stressful Events, and Illness: A Model and an Empirical Test”。Journal of Health and Social Behavior，vol. 20，108-119。  new window
76.López, R. A.(1999)。Las Comadres as a Social Support System。Affilia，14(1)，24-41。  new window
77.Masterson, S. S., Lewis, K., Goldman, G. B., Taylor, M. S.(2000)。“Integrating Justiceand Social Exchange: The Differing Effects of Fair Procedures and Treatment on Work Relationships”。Academy of Management Journal，vol. 43,no. 4，738-748。  new window
78.Podsakoff, P. M., MacKenzie, S. B., Ahearne, M.(1997)。“Moderating Effects of Goal Acceptance on the Relationship between Group Cohesiveness and Productivity”。Journal of Applied Psychology，vol. 82,no. 6，974-983。  new window
79.Rice, R. E., Aydin, C.(1991)。“Attitudes toward New Organizational Technology:Network Proximity as a Mechanism for Social Information Processing”。Administrative Science Quarterly，vol. 9,no. 4，219-244。  new window
80.Wayne, S. J., Shore, L. M., Liden, R. C.(1997)。“Perceptions of Organizational Supportand Leader-Member Exchange: A Social Exchange Perspective”。Academy of Management Journal，vol. 40,no. 1，82-111。  new window
會議論文
1.House, J. S.、Wells, J. A.(1978)。Occupational Stress, Social Support and Health in Reducing Occupational Stress。Reducing Occupational Stress Conference。Washington, DC：National Institute for Occupational Safety and Health。8-29。  new window
2.Manogram, P., Conlon, E. J.(1993)。A Leader-Member Exchange Approach to Explaining Organizational Citizenship Behaviors。Atlanta, GA。  new window
學位論文
1.蔡孟真(2003)。角色定義幅度與組織公民行為：前置要素之探討(碩士論文)。中原大學。  延伸查詢new window
2.林佳潓(2005)。知覺組織支持與組織公民行為：角色定義幅度之中介效果，桃園。  延伸查詢new window
圖書
1.Caplan, G.(1974)。Support System and Community Mental Health: lectures on concept Development。New York：Behavioral Publications。  new window
2.Mowday, R. T.、Porter, L.M.、Steers, R.M.(1982)。Employee organizational link ages : The psychology of commitment absenteeism, and turnover。New York：Academic Press。  new window
3.Blau, P. M.(1964)。Exchange and Power in Social Life。New York：John Wiley and Sons。  new window
4.Reber, S.(1995)。Dictionary of Psychology。New York：Penguin。  new window
5.黃芳銘(2004)。社會科學統計方法學：結構方程模式。臺北市：五南圖書出版股份有限公司。  延伸查詢new window
6.House, James S.(1981)。Work Stress and Social Support。Addison-Wesley。  new window
7.Thibaut, John W.、Kelley, Harold H.(1959)。The Social Psychology of Groups。John Wiley & Sons, Inc.。  new window
8.Harman, Harry H.(1976)。Modern Factor Analysis。University of Chicago Press。  new window
9.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
10.Jöreskog, K. G.、Sörbom, D.(1989)。LISREL 7: A Guide to the Program and Application。Chicago, IL：Scientific Software International, Inc.：SPSS Inc。  new window
11.Antonucci, T., Kahn, R. L.(1980)。Convoys over Life Course: Attachments, Roles and Social Support。Life-Span Development and Behavior, 13。Boston。  new window
12.Bowen, D. E., Schneider, B.(1988)。Services Marketing and Management: Implications for Organizational Behavior。An Annual Series of Analytical Essays and Critical Reviews。Greenwich。  new window
13.Litwak, E., Messeri, P.(1988)。Social Supports and Morality Rates: A Disease Specific Formulation。Family and Support Systems across the Life Span。NY。  new window
圖書論文
1.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。  new window
2.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。  new window
3.Graen, G. B.(1976)。Role making process within complex organizations。Handbook of industrial organizational psychology。Chicago：Rand-McNally。  new window
4.Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。  new window
5.Graen, G. B.、Cashman, J. F.(1975)。A Role-Making Model of Leadership in Formal Organizations: A Developmental Approach。Leadership Frontiers。Kent State University Press。  new window
6.Brislin, R. W.(1980)。Translation and content analysis of oral and written material。Handbook of cross-cultural psychology: Methodology。Boston, Massachusetts：Allyn and Bacon。  new window
7.Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。  new window
 
 
 
 
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