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題名:國際觀光飯店員工職場友誼與服務品質關係之研究
書刊名:國立臺中技術學院學報
作者:毛筱艷
作者(外文):Mao, Hsiao-yen
出版日期:2012
卷期:15
頁次:頁23-32
主題關鍵詞:職場友誼服務品質Workplace friendshipService quality
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:44
期刊論文
1.Churchill, G. A. Jr.、Surprenant, C.(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
2.Bridge,K.、Baxter L.A.(1992)。Blended relationships:Friends as work associates。Western Journal of Communication,56(3),200-225。  new window
3.Yee, R. W. Y.、Yeung, A. C. L.、Cheng, T. C. E.(2008)。The impact of employee satisfaction on quality and profitability in high-contact service industries。Journal of Operations Management,26,651-668。  new window
4.Parasurman, A.、Berry, L. L.、Zeithaml, V. A.(1988)。SERVQUAL: A Multiple-item scale for measuring consumer perceptions of service quality。Journal of Retailing,64(1),12-40。  new window
5.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1996)。The Behavioral Consequences of Service Quality。Journal of Marketing,60(2),31-46。  new window
6.Sergeant, A.、Frenkel, S.(2000)。When do customer contact employees satisfy customers?。Journal of Service Research,3(1),18-34。  new window
7.Morrison, R.(2008)。Negative Relationships in the Workplace: Associations with Organisational Commitment, Cohesion, Job Satisfaction and Intention to Turnover。Journal of Management & Organization,14(4),330-344。  new window
8.Rees(1999)。Teamworking and Service Quality: The Limits of Employee Involvement。Personnel Review,28(5/6),455-473。  new window
9.Sias, P. M.、Cahill, D. J.(1998)。From coworkers to friends: The development of peer friendships in the workplace。Western Journal of Communication,62(3),273-299。  new window
10.Hui, C. H.、Chiu, W. C. K.、Yu, P. L. H.、Cheng, K.、Tse, H. H. M.(2007)。The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysis。Journal of Occupational and Organizational Psychology,80(1),151-172。  new window
11.Sias, P. M.、Smith, G.、Avdeyeva, T.(2003)。Sex and Sex-composition Differences and Similarities in Peer Workplace Friendship Development。Communication Studies,54(3),322-340。  new window
12.Snipes, R. L.、Oswald, S. L.、LaTour, M.、Armenakis, A. A.(2005)。The effects of specific job satisfaction facets on customer perceptions of service quality: An employee-level analysis。Journal of Business Research,58(10),1330-1339。  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.Wong, A. O. M.、Dean, A. M.、White, C. J.(1999)。Analyzing Service Quality in the Hospitality Industry。Managing Service Quality,9(2),136-143。  new window
15.Jun, M.、Cai, S.(2001)。The Key Determinants of Internet Banking Service Quality: A Content Analysis。The International Journal of Bank Marketing,19(7),276-291。  new window
16.Bell, Simon J.、Menguc, Bulent(2002)。The Employee-Organization Relationship, Organizational Citizenship Behaviors, and Superior Service Quality。Journal of Retailing,78(2),131-146。  new window
17.Mao, H. Y.(2006)。The relationship between organizational level and workplace friendship。The International Journal of Human Resource Management,17(10),1819-1833。  new window
18.Gould-Williams, Julian(1999)。The impact of employee performance cues on guest loyalty, perceived value and service quality。The Service Industries Journal,19(3),97-118。  new window
19.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。  new window
20.Liao, Hui、Toya, Keiko、Lepak, David P.、Hong, Ying(2009)。Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality。Journal of Applied Psychology,94(2),371-391。  new window
21.Shah, P. P.、Dirks, K.、Chervany, N.(2006)。The Multiple Pathways of High Performing Groups: The Interaction of Social Networks and Process。Journal of Organizational Behavior,27,299-317。  new window
22.Armstrong, J. Scott、Overton, Terry S.(1977)。Estimating nonresponse bias in mail surveys。Journal of Marketing Research,14(3),396-402。  new window
23.Vella, P. J.、Gountas, J.、Walker, R.(2009)。Employee perspectives of service quality in the supermarket sector。Journal of Services Marketing,23(6),407-421。  new window
24.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。  new window
25.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
26.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
27.Mukheijee, A.、Malhotra, N.(2006)。Does role clarity explain employee-perceived service quality?: A study of antecedents and consequences in call centres。International Journal of Service Industry Management,17(5),444-473。  new window
28.Riordan, C. M.、Griffeth, R. W.(1995)。The opportunity for friendship in the workplace: An underexplored construct。Journal of Business and Psychology,10(2),141-154。  new window
29.Haythornthwaite, C.、Wellman, B.(1998)。Work, friendship and media use for information exchange in a networked organization。Journal of the American Society for Information Science,49(12),1101-1114。  new window
30.Berman, E. M.、West, J. P.、Richter, M. N.(2002)。Workplace relations: Friendship patterns and consequences (according to managers)。Public Administration Review,62(2),217-230。  new window
31.Sias, P. M.、Heath, R. G.、Perry, T.、Silva, D.、Fix, B.(2004)。Narratives of workplace friendship deterioration。Journal of Social and Personal Relationships,21(3),321-340。  new window
32.Mao, H. Y.、Chen, C. Y.、Hsieh, T. H.(2009)。The relationship between bureaucracy and workplace friendship。Social Behavior and Personality,37(2),255-266。  new window
33.Morrison, R.(2004)。Informal relationships in the workplace: Associations with job satisfaction, organizational commitment and turnover intentions。New Zealand Journal of Psychology,33(3),114-128。  new window
34.Winstead, B. A.、Derlega, V. J.、Montgomery, M. J.、Pilkington, C.(1995)。The quality of friendship at work and job satisfaction。The Journal of Social and Personal Relationships,12(2),199-215。  new window
35.Kram, K. E.、Isabella, L. A.(1985)。Mentoring alternatives: The roles of peer relationships in career development。Academy of Management Journal,28(1),110-132。  new window
36.Ross, J. A.(1997)。Human resources-does friendship improve job performance。Harvard Business Review,75(2),8-9。  new window
37.de Jong, A.、Wetzels, M.、de Ruyter, K.(2008)。Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality。International Journal of Service Industry Management,19(3),353-378。  new window
38.Dean, A. M.、Rainnie, A.(2009)。Frontline employees' views on organizational factors that affect the delivery of service quality in call centers。Journal of Services Marketing,23(5),326-337。  new window
39.Tse, E. C. Y.、Ho, S. C.(2009)。Service quality in the hotel industry: When cultural contexts matter。Cornell Hospitality Quarterly,50(4),460-474。  new window
40.Nielsen, I. K.、Jex, S. M.、Adams, G. A.(2000)。Development and validation of scores on a two-dimensional workplace friendship scale。Educational and Psychological Measurement,60(4),628-643。  new window
41.Boshoff, C.、Mels, G.(1995)。A causal model to evaluate the relationships among supervision, role, organizational commitment and internal service quality。European Journal of Marketing,29(2),23-42。  new window
圖書
1.Nunnally, J. C.(1978)。Psychometric Theory。New York, NY:McGraw-Hill。  new window
2.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ:Prentice-Hall。  new window
3.Lovelock, C. H.(1991)。Develop frameworks for understanding service marketing。New Jersey:Prentice Hall。  new window
4.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
5.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
其他
1.(2009)。台灣觀光局,http://admin.taiwan.net.tw/statistics/month2.asp。  new window
 
 
 
 
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