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題名:Linking Employee Satisfaction with Customer Satisfaction Based on the Empirical Study in Bank Industry
書刊名:品質學報
作者:楊錦洲戴淑賢朱健豪
作者(外文):Yang, Ching-chowTai, Shu-hsienChu, Chen-hou
出版日期:2016
卷期:23:3
頁次:頁171-180
主題關鍵詞:員工滿意度組織公民行為服務品質顧客滿意度顧客忠誠度Employee satisfactionOrganization citizenship behaviorService qualityCustomer satisfactionCustomer loyalty
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:0
  • 點閱點閱:100
期刊論文
1.Matzler, K.、Renzl, B.(2006)。The relationship between interpersonal trust, employee satisfaction, and employee loyalty。Total Quality Management and Business Excellence,17(10),1261-1271。  new window
2.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(5),651-668。  new window
3.Yang, C. C.、Yang, K. J.(2011)。An integrated model of value creation based on the refined Kano's model and the blue ocean strategy。Total Quality Management & Business Excellence,22(9),925-940。  new window
4.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
5.Yang, C.(2011)。Identification of customer delight for quality attributes and its applications。Total Quality Management & Business Excellence,22(1),83-98。  new window
6.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
7.Bienstock, C. C.、DeMoranville, C. W.、Smith, R. K.(2003)。Organizational citizenship behaviour and service quality。Journal of Services Marketing,17(4),357-378。  new window
8.Chen, H. G.、Liu, J. Y. C.、Sheu, T. S.、Yang, M. H.(2012)。The impact of financial services quality and fairness on customer satisfaction。Managing Service Quality,22(4),399-421。  new window
9.González, M. E.、Quesada, G.、Picado, F.、Eckelman, C. A.(2004)。Customer Satisfaction Using QFD: An E-banking Case。Managing Service Quality,14(4),317-330。  new window
10.Hallowell, R.(1996)。The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study。International Journal of Service Industry Management,7(4),27-42。  new window
11.Schlesinger, Leonard A.、Zornitsky, Jeffrey(1991)。Job satisfaction, service capability, and customer satisfaction: An examination of linkages and management implications。Human Resource Planning,14(2),141-149。  new window
12.Netemeyer, Richard G.、McMurrian, Robert、Boles, James S.、McKee, Daryl O.(1997)。An Investigation into the Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context。Journal of Marketing,61(3),85-98。  new window
13.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
14.Schneider, B.、Ashworth, S. D.、Higgs, A. C.、Carr, L.(199609)。Design, validity and use of strategically focused employee attitude surveys。Personnel Psychology,49(3),695-705。  new window
15.Castro, Carmen Barroso、Armario, Enrique Martín、Ruiz, David Martín(2004)。The influence of employee organizational citizenship behavior on customer loyalty。International Journal of Service Industry Management,15(1),27-53。  new window
16.Organ, Dennis W.、Ryan, Katherine(1995)。A Meta-Analytic Review of Attitudinal and Dispositional Predictors of Organizational Citizenship Behavior。Personnel Psychology,48(4),775-802。  new window
17.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。  new window
18.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
19.Allen, Natalie J.、Meyer, John P.(1990)。The Measurement and Antecedents of Affective Commitment and Normative Commitment to the Organization。Journal of Occupational and Organizational Psychology,63(1),1-18。  new window
圖書
1.Nunnally, S. W.(1987)。Construction Methods and Management。Englewood Cliffs, NJ:Prentice-Hall。  new window
2.Yang, C. C.(2009)。Service Quality: From Theory to Application。Taipei:Hwa-Tai。  new window
3.Bryk, Anthony S.、Raudenbush, Stephen W.(1992)。Hierarchical Linear Models: Applications and Data Analysis Methods。Sage Publications。  new window
4.Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。  new window
 
 
 
 
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