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題名:員工工作生活品質與人格特質對服務態度與工作績效的影響之研究
書刊名:商學學報. 空大
作者:盧淵源陳孟修 引用關係
作者(外文):Lu, Luan-yuanChen, Meng-shiou
出版日期:1999
卷期:7
頁次:頁365-392
主題關鍵詞:工作生活品質人格特質服務態度工作績效
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(1) 博士論文(7) 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:0
  • 點閱點閱:38
     本研究主要的目的是探討高雄她區零售業(百貨公司、大型量販店、便利商店) 的員工工作生活品質與人格特質對其服務態度與工作績效的影響。而工作生活品 質的構面包括正式╱精神、正式╱物質、非正式╱物質、非正式╱精神等等構面, 也就是探討員工日常在工作場所中所感受到的工作生活品質與人格特質,而這些 工作生活品質會影響到員工的服務態度與工作績效。 由本研究的結果可以得知: 1.人格特質與工作生活品質對服務態度的影饗,沒有顯著的交互作用,而且人格 特質越偏型A者,其服務態度越好;而工作生活品質知覺越高者,其服務態度 也越好。 2.人格特質與工作生活品質對工作績效的影響,沒有顯著的交互作用,而且人格 特質越偏型A者,其工作績效越高;而工作生活品質知覺越高者,其工作績效 也越高。
期刊論文
1.Pollock, Steve(1993)。Doing Organizational Effectiveness, Effectively。The Journal for Quality and Participation,16(5),36-42。  new window
2.Walton, R. E.(1973)。Quality of Working Life: What Is It?。Sloan Management Review,15(1),11-21。  new window
3.Ahmed, N.(1981)。Quality of work life: A need for understand。Indian Management,20(11),29-33。  new window
4.Halovic, S. J.(1991)。Quality of work life and human resource outcome。Industrial Relations,30(3),469-479。  new window
5.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and strategies in service marketing。Journal of Marketing,49,33-46。  new window
6.Denis, Helene、Structures, Matrix(1986)。Quality of Working Life, and Engineering Productivity。IEEE Transactions on Engineering Management,1986(Aug.),1986-148。  new window
7.Efraty, D.、Sirgy, M. J.(1990)。The effects of quality of working life (QWL) on employee behavioral responses。Social Indicators Research,22(1),31-47。  new window
8.Fuller, Stephen H.(1980)。Jonsson, Berth, Corporate Approaches to the Quality of Work Life。Personnel Journal,59(8),632-638。  new window
9.Hill, Roy(1980)。Taking a New Route to Job Satisfaction。International Management,35(9),49-51。  new window
10.Rubinstein, Sidney P.(1980)。QWL and the Technical Societies。Training & Development Journal,34(8),76-81。  new window
11.Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management,8(6),19-29。  new window
12.Nadler, D. A.、Lawler, E. E. III(1983)。Quality of Work Life: Perspectives and Directions。Organizational Dynamics,11(3),20-30。  new window
13.Nachmias, D.(1988)。The Quality of Work life in the Federal Bureaucracy Conceptualization and Measurement。American Review of Public Administration,18(2),165-173。  new window
14.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
15.Stevens, J. M.、Beyer, J. M.、Trice, H. M.(1978)。Assessing personal, role, and organizational predictor of managerial commitment。Academy of Management Journal,21(3),380-396。  new window
16.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
17.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
18.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
19.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
會議論文
1.Lu, Iuan-Yuan、Chen, Meng-Shiou(1997)。A Comparative Study of Customer Satisfaction in Kaohsiung's Mass Merchandisers。The Eighth International Conference on Comparative Management。  new window
圖書
1.Delamotte, Y.、Takezawa, S.(1984)。Quality of working life in international perspective。Geneva, Switzerland:International labor organization。  new window
 
 
 
 
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