| 期刊論文| 1. | Zablah, A. R.、Franke, G. R.、Brown, T. J.、Bartholomew, D. E.(2012)。How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation。Journal of Marketing，76(3)，21-40。   | | 2. | Motowidlo, S. J.(2000)。Some basic issues related to contextual performance and organizational citizenship behavior in human resource management。Human Resource Management Review，10(1)，115-126。 | | 3. | la Cour, P.(2012)。The clinical pain acceptance q-sort: A tool for assessment and facilitation of pain acceptance。Psychology, Health & Medicine，17(5)，611-620。 | | 4. | Bartikowski, B.、Walsh, G.(2011)。Investigating mediators between corporate reputation and customer citizenship behaviors。Journal of Business Research，64(1)，39-44。 | | 5. | Aryee, S.、Chu, C. W. L.、Kim, T. Y.、Ryu, S.(2012)。Family-supportive work environment and employee work behaviors: An investigation of mediating mechanisms。Journal of Management。 | | 6. | Bowers, M. R.、Martin, C. L.、Luker, A.(1990)。Trading places: Employees as customers, customers as employ。The Journal of Services Marketing，4(2)，55-69。 | | 7. | Lengnick-Hall, Cynthia A.、Claycomb, Vincentia C.、Inks, Lawrence W.(2000)。From recipient to contributor: Examining customer roles and experienced outcomes。European Journal of Marketing，34(3/4)，359-383。 | | 8. | Yi, Y.、Nataraajan, R.、Gong, T.(2011)。Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention。Journal of Business Research，64(1)，87-95。 | | 9. | Greenberg, J.(1986)。Determinants of Perceived Fairness of Performance Evaluations。Journal of Applied Psychology，71(2)，340-342。 | | 10. | Bove, L. L.、Pervan, S. J.、Beatty, S. H.、Shiu, E.(2009)。Service Worker Role in Encouraging Customer Organizational Citizenship Behaviors。Journal of Business Research，62(7)，698-705。 | | 11. | Bettencourt, L. A.、Ostrom, A. L.、Brown, S. W.、Roundtree, R. I.(2002)。Client co-production in knowledge-intensive business services。California Management Review，44(4)，100-128。 | | 12. | Groth, Markus(2005)。Customers as good soldiers: Examining citizenship behaviors in internet service deliveries。Journal of Management，31(1)，7-27。 | | 13. | 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。 | | 14. | Bendapudi, Neeli、Leone, Robert P.(2003)。Psychological Implications of Customer Participation in Co-Production。Journal of Marketing，67(1)，14-28。 | | 15. | van Doorn, Jenny、Lemon, Katherine N.、Mittal, Vikas、Nass, Stephan、Pick, Doreén、Pirner, Peter、Verhoef, Peter C.(2010)。Customer Engagement Behavior: Theoretical Foundations and Research Directions。Journal of Service Research，13(3)，253-266。 | | 16. | Kumar, V.、Aksoy, L.、Donkers, B.、Venkatesan, R.、Wiesel, T.、Tillmanns, S.(2010)。Undervalued or overvalued customers: Capturing total customer engagement value。Journal of Service Research，13(3)，297-310。 | | 17. | Verhoef, Peter C.、Reinartz, Werner J.、Krafft, Manfred(2010)。Customer engagement as a new perspective in customer management。Journal of Service Research，13(3)，247-252。 | | 18. | Bateman, Thomas S.、Organ, Dennis W.(1983)。Job Satisfaction and the Good Soldier: The Relationship between Affect and Employee "Citizenship"。Academy of Management Journal，26(4)，587-595。 | | 19. | Organ, D. W.(1997)。Organizational citizenship behavior: It's construct clean-up time。Human Performance，10(2)，85-97。 | | 20. | Churchill, Gilbert A. Jr.(1979)。A paradigm for developing better measures of marketing constructs。Journal of Marketing Research，16(1)，64-73。 | | 21. | Smith, C. Ann、Organ, Dennis W.、Near, Janet P.、Smith, C. A.、Organ, D. W.、Near, J. P.(1983)。Organizational Citizenship Behavior: Its Nature and Antecedents。Journal of Applied Psychology，68(4)，653-663。 | | 22. | Williams, L. J.、Anderson, S. E.、Anderson, S. W.(1991)。Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors。Journal of Management，17(3)，601-617。 | | 23. | Campbell, D. T.、Fiske, D. W.(1959)。Convergent and Discriminant Validation by the Multitrait-multimethod Matrix。Psychological Bulletin，56(2)，81-105。 | | 24. | Ennew, C. T.、Binks, M. R.(1999)。Impact of Participative Service Relationships on Quality, Satisfaction, and Retention: An Exploratory Study。Journal of Business Research，46(2)，121-132。 | | 25. | O'Reilly III, C. A.、Chatman, J.、Caldwell, D. F.(1991)。People and Organizational Culture: A Profile Comparison Approach to Assessing Person-organization Fit。Academy of Management Journal，34(3)，487-516。 | | 26. | Coleman, V. I.、Borman, W. C.(2000)。Investigating the Underlying Structure of the Citizenship Performance Domain。Human Resource Management Review，10(1)，25-44。 | | 27. | Cermak, D. S. P.、File, K. M.、Prince, R. A.(1994)。'Customer Participation in Service Specification and Delivery'。Journal of Applied Business Research，10(2)，90-97。 | | 28. | Lovelock, Christopher H.、Robert F. Young(1979)。Look to Consumers to Increase Productivity。Harvard Business Review，57(3)，168-179。 | | 29. | Bettencourt, L.A.(1997)。Customer Voluntary Performance: Customers As Partners In Service Delivery。Journal of Retailing，73(3)，383-406。 | | 30. | LePine, J. A.、Erez, A.、Johnson, D. E.(2002)。The nature and dimensionality of organizational citizenship behavior: A critical review and meta-analysis。Journal of Applied Psychology，87(1)，52-65。 | | 31. | Dukerich, J. M.、Golden, B. R.、Shortell, S. M.(2002)。Beauty is in the eye of the beholder: The impact of organizational identification, identity, and image on the cooperative behaviors of physicians。Administrative Science Quarterly，47(3)，507-533。 | | 32. | Ahearne, M.、Bhattacharya, C. B.(2005)。Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing。Journal of Applied Psychology，90(3)，574-585。 | | 33. | Mills, P. K.、Moberg, D. J.(1982)。Perspectives on the Technology of Service Operations。Academy of Management Review，7(3)，467-478。 | | 34. | 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。 | 會議論文| 1. | Turner, M.、Lingard, H.、Francis, V.(2009)。The application of a q-Sort methodology to identify and rank strategies to promote work-life balance, health and wellbeing in construction projects。Melbourne, Australia。21-29。 | 圖書| 1. | Nunnally, J. C.(1978)。Psychometric Theory。New York：McGraw-Hill。 | | 2. | Mills, P. K.(1986)。The Socialization of Clients as Partial Employees of Service Organizations: Managing Service Industries。Cambridge, MA：Balli。 | | 3. | Lovelock, C. H.、Wirtz, J.(2010)。Service Marketing: People, Technology, Strategy。Englewood Cliffs, NJ：Prentice Hall。 | | 4. | 蕭文龍(2007)。多變量分析最佳入門實用書：SPSS+LISREL (SEM)。台北：碁峰資訊。 延伸查詢 | | 5. | Carlzon, Jan(1987)。Moments of truth。Cambridge, Massachusetts：Ballinger Publisher Company。 | | 6. | Stephenson, William(1953)。The Study of Behavior: Q-Technique and Its Methodology。Chicago：The University of Chicago Press。 | | 7. | Organ, D. W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome, Lexington。Organizational Citizenship Behavior: The Good Soldier Syndrome, Lexington。Lexington, MA：Lexington Books。 | | 8. | Van Dyne, L.、Cummings, L. L.、Parks, J. M.(1995)。Extra-Role Behaviors: in Pursuit of Construct and Definitional Clarity (A Bridge Over Muddied Waters)。Research in Organizational Behavior。Greenwich, CT：JAI Press。 | 圖書論文| 1. | Rodie, A. Risch、Kleine, Susan Schultz(2000)。Customer participation in services production and delivery。Handbook of Services Marketing and Management。Sage Publications。 | | 2. | Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。 | |
| |