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題名：組織制服及專業證照對企業形象及工作效能之影響--以金融業為例
書刊名：品質學報
作者：陳欽雨 引用關係／呂博裕 引用關係／林怡靜
作者(外文)：Chen, Chin-yeu／Leu, Bor-yuh／Lin, Yi-ching
出版日期：2015
卷期：22:2
頁次：頁137-160
主題關鍵詞：組織制服；專業證照；企業形象；工作效能；Organizational uniform；Professional certificate；Corporate image；Job efficacy
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(1) 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:1
  • 共同引用共同引用:39
  • 點閱點閱:33
本研究以大臺北地區金融業之顧客為問卷調查對象，採用實證分析方式，驗證顧客對組織制服及專業證照的知覺價值，及其對企業形象及工作效能的影響關係。研究結果顯示：組織制服與專業證照之知覺價值對企業形象及其子構面（機構形象和功能形象），均呈現正向顯著影響關係；兩者同樣地對員工工作效能及其子構面（目標達成力及工作滿意度）產生正向顯著影響關係。此結果顯示金融業管理者宜謹慎設計及製作組織制服，並對其員工加強專業知能之培育與訓練，輔導其取得相關專業證照，以改善其服務品質並作為塑造差異化行銷與創造競爭優勢的來源。
The research selects the banking and finance industry as study target, while the customers who live in Taipei metropolis are chosen as samples to conduct a questionnaire survey and perform an empirical analysis. The study intends to verify the effects of the customer perceived value of organizational uniform and professional certificate on both corporate image and employees' job efficacy. The results show that there are significantly positive effects of organizational uniform and professional certificate on corporate image, job efficacy, and their latent variables such as institution image, functional image, objective achievement, and job satisfaction. It implies that the managers in banking and finance industry should be cautious to design and make organizational uniform and be dedicated to cultivate or training their employees with professions, since these can improve their service quality and become the sources of shaping differential marketing strategy and creating competitive advantage.
期刊論文
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5.Josten, E. J. C.、Ng-A-Tham, J. E. E.、Thierry, H.(2003)。The effects of extended workdays on fatigue, health, performance and satisfaction in nursing。Journal of Advanced Nursing，44(6)，643-652。  new window
6.Meretoja, R.、Isoaho, H.、Leino-Kilpi, H.(2004)。Nurse Competence Scale: Development and psychometric testing。Journal of Advanced Nursing，47(2)，124-133。  new window
7.Allison, E. H.、Philip, J. R. III(2004)。The effect of corporate image in the formation of customer loyalty: an Australian replication。Australasian Marketing Journal，12(3)，88-96。  new window
8.Zhang, X.、Bartol, K. M.(2010)。The influence of creative process engagement on employee creative performance and overall job performance: A curvilinear assessment。Journal of Applied Psychology，95(5)，862-873。  new window
9.李曄淳、楊翰宗(20120300)。科教活動之顧客認知價值與學習滿意度之研究。科技博物，16(1)，111-144。new window  延伸查詢new window
10.林妙姿、周瑞蓉(20091000)。速食餐廳員工和消費者對工作制服認知之研究--以臺灣高雄市麥當勞為例。紡織綜合研究期刊，19(4)，42-52。new window  延伸查詢new window
11.陳姿伶(20100700)。專業能力與認證制度。研習論壇，115，11-16。  延伸查詢new window
12.鄭凱文(20100700)。職場生涯的入場券：從專業證照認證的重要性談臺灣技職教育的趨勢。研習論壇，115，28-38。  延伸查詢new window
13.謝文雀、楊慎淇、蔡靜華(20071200)。識別吸引力、消費者認同度與其結果變項間關聯性之研究--以金融保險業為例。保險專刊，23(2)，211-238。new window  延伸查詢new window
14.羅啟峰、謝安田(20120600)。從組織國際化程度觀點探討個人--工作契合度與個人--組織契合度之關係。人文暨社會科學期刊，8(1)，1-11。new window  延伸查詢new window
15.Adomaitis, A. D.、Johnson, K. K. P.(2005)。Casual Versus Formal Uniforms: Flight Attendants' Self-perceptions and Perceived Appraisals by Others。Clothing and Textiles Research Journal，23(2)，88-101。  new window
16.Bazin, Y.、Aubert-Tarby, C.(2013)。Dressing professional: an aesthetic experience of professions。Society and Business Review，8(3)，251-268。  new window
17.Berry, C.、Grieves, J.(2003)。To change the way we do things is more important than the certificate on the wall: does the investors in people represent an effective intervention strategy for organizational learning?。The Learning Organization，10(5)，294-304。  new window
18.Bickman, L.(1974)。The social power of a uniform。Journal of Applied Social Psychology，4(1)，47-61。  new window
19.Butler, M. J. R.、Gheorghiu, L.(2010)。Evaluating the skills strategy through a graduate certificate in management: an experiential learning theory approach。Education & Training，52(6/7)，450-462。  new window
20.Cardon, P. W.、Okoro, E. A.(2009)。Professional characteristics communicated by formal versus casual workplace attire。Business Communication Quarterly，72，355-360。  new window
21.Cheng, C.(1998)。Uniform change: an ethnography on organizational symbolism, volunteer motivation and dysfunctional change in a paramilitary organization。Leadership & Organization Development Journal，19(1)，22-31。  new window
22.Cheung, M. F. Y.、To, W. M.(2010)。Management commitment to service quality and organizational outcomes。Managing Service Quality，20(3)，259-272。  new window
23.Daniel, K.、Johnson, L. W.、Miller, K. E.(1996)。Dimensions of uniform perceptions among service providers。The Journal of Service Marketing，10(2)，42-56。  new window
24.Forsythe, S.(1990)。Effect of applicant's clothing on interviewer's decision to hire。Journal of Applied Social Psychology，20(19)，1579-1595。  new window
25.Kammermann, M.(2010)。Job or further training?: Impact of the Swiss basic Federal Vocational Education and Training (VET) certificate on the careers of low achieving young people。Education & Training，52(5)，391-403。  new window
26.Kang, M.、Sklar, M.、Johnson, K. K. P.(2011)。Men at work: using dress to communicate identities。Journal of Fashion Marketing and Management，15(4)，412-427。  new window
27.Lukavsky, J.、Butler, S.、Harden, A. J.(1995)。Perceptions of an instructor: dress and students' characteristics。Perceptual and Motor Skills，81，231-240。  new window
28.McConnell, C. R.(2003)。The manager's approach to employee performance problems。Health Care Manager，22(1)，63-69。  new window
29.Nickels, E.(2008)。Good guys wear black: uniform color and citizen impressions of police。Policing: An International Journal of Police Strategies & Management，31(1)，77-92。  new window
30.Rafaeli, A.、Pratt, M. G.(1993)。Tailored meanings: on the meaning and impact of organizational dress。Academy of Management Review，18(1)，32-55。  new window
31.Wu, Y. C. J.(2006)。Skill requirements for logistics license in Taiwan。Supply Chain Management: An International Journal，11(5)，415-424。  new window
32.Yan, R. N.、Yurchisin, J.、Watchravesringkan, K.(2011)。Does formality matter? Effects of employee clothing formality on consumers' service quality expectations and store image perceptions。International Journal of Retail & Distribution Management，39(5)，346-362。  new window
33.楊錦洲、蘇玲慧、蔣大成、劉漢容(20140400)。A Study on Implementation of Quality Management for Service and Manufacturing Industries。品質學報，21(2)，105-129。new window  延伸查詢new window
34.李隆盛、李信達、陳淑貞(2010)。技職教育證照制度的回顧與展望。教育資料與研究，93，31-52。new window  延伸查詢new window
35.林政坤、劉宜菁(20090600)。從企業主管的角度探討擁有ERP證照的員工工作表現之研究。電子商務學報，11(2)，395-419。new window  延伸查詢new window
36.鄧維兆、林芷郁、蔡志弘、蔡世傑(20080500)。員工服務品質意識對顧客知覺服務品質之影響探討。品質月刊，44(5)，36-44。  延伸查詢new window
37.Lautizi, M.、Laschinger, H. K.、Ravazzolo, S.(2009)。Workplace empowerment, job satisfaction and job stress among Italian mental health nurses: an exploratory study。Journal of Nursing Management，17(4)，446-452。  new window
38.Kim, J.-H.、Hyun, Y. J.(2011)。A model to investigate the influence of marketing-mix efforts and corporate image on brand equity in the IT software sector。Industrial Marketing Management，40(3)，424-438。  new window
39.魏文欽、朱聖和(20080800)。人格特質、工作態度、服務品質、工作績效及顧客滿意度關連性之實證研究--以國內金融控股公司為例。International Journal of LISREL，1(2)，1-24。  延伸查詢new window
40.Lapierre, Jozee(2000)。Customer-perceived value in industrial contexts。Journal of Business and industrial Marketing，15(2/3)，122-140。  new window
41.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise。International Journal of Service Industry Management，9(1)，7-23。  new window
42.呂堂榮、任維廉、郭又菁(20131200)。服務品質改善真的能帶來獲利？投資改善服務品質之報酬率的評估。品質學報，20(6)，571-598。new window  延伸查詢new window
43.劉宗哲、蘇雄義、李明樺(20071200)。服務品質、價格認知、企業形象對顧客滿意與顧客忠誠關係之研究--以香料產業為例。品質學報，14(4)，389-403。new window  延伸查詢new window
44.Bhattacharya, Chitrabhan B.、Sen, Sankar(2003)。Consumer-company identification: A framework for understanding consumers' relationships with companies。Journal of Marketing，67(2)，76-88。  new window
45.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
學位論文
1.李雅敏(2005)。組織服裝對員工認知、組織管理、品牌形象之影響--以金控體系下之銀行零售分行為例(碩士論文)。大葉大學。  延伸查詢new window
2.涂育誠(2009)。台灣人身保險業從業人員對金融專業證照認知之研究(碩士論文)。朝陽科技大學。  延伸查詢new window
3.賴可欣(2006)。餐館業員工制服構成要素、制服認知與工作態度關係之研究(碩士論文)。靜宜大學。  延伸查詢new window
4.陳鉦達(2002)。企業形象、服務補救期望與補救後滿意度關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
圖書
1.Walters, C. G.(2014)。Consumer Behavior: An Integrated Framework。New York：Richard D. Irwin。  new window
2.Keller, K. L.、Asker, D. A.(1997)。Managing the Corporate Brand: The Effect of Corporate Marketing Activity on Consumer Evaluations of Brand Extension。Cambridge, MA：Marketing Science Institute。  new window
3.Bandura, A.、Wessels, S.(1997)。Self-efficacy: The exercise of self-control。New York：Freeman。  new window
4.Mehrabian, Albert、Russell, James A.(1974)。An Approach to Environmental Psychology。MIT Press。  new window
圖書論文
1.Keller, K. L.(2000)。Building and managing corporate brand equity。The Expressive Organization Linking Identity, Reputation, and the Corporate Brand。Oxford：Oxford University Press。  new window
2.Rafaeli, Anat(1993)。Dress and behavior of customer contact employees: A framework for analysis。Advances in services marketing and management。JAI Press。  new window
 
 
 
 
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