臺灣博碩士論文加值系統

本研究目的在於發展一個具有良好區別能力、信度及效度的人力資源部門服務品質量表，進而透過此量表精準的瞭解及評估內部顧客對人力資源部門的服務品質之評價，且能夠更進一步地對人力資源部門之服務提出診斷與改善。另外一方面則藉由實證分析以瞭解人力資源部門服務品質，以及內部顧客對於人力資源部門評價兩者之關係。
本研究在建立量表之過程中，首先透過深度訪談之方式發展出人力資源部門服務品質的83個問項，繼而經由專家意見調查及重要性分析以刪除不適當之題目，並根據專家之建議作語句及字義的修正，於此階段共刪除24個題目﹔在量表預試階段的各項統計分析後，則刪除了21題，接著即進行正式施測。經由信度、鑑別度及效度分析以刪除不具信、效度之題目後，至此本研究量表於焉發展完成。發展完成之量表包括「勝任性」、「反應性」、「信用性」、「可靠性」及「瞭解顧客」等五個構面，26個問項。

The purpose of this study is to development a scale of human resource department.
By this scale we can understand and evaluate internal customers’ viewpoints about human resource department precisely. Then we can diagnose and improve the service of human resource department. Furthermore, we also try to find the relationship between the service of human resource department and the evaluation of internal customers toward human resource department.

第一章 緒論.....................................1
第一節 研究動機................................1
第二節 研究目的................................3
第三節操作型定義.............................4
第二章 文獻探討………………………………………….5
第一節 人力資源角色、管理實務及對組織績效的影響.5
第二節 內部行銷.................................9
第三節 服務品質...............................12
第四節 內部服務品質...........................24
第五節 人力資源服務品質相關研究...............27
第三章 研究方法…………………………………………30
第一節 研究流程...............................30
第二節 研究對象...............................35
第三節 資料分析方法...........................38
第四章 量表建立與信、效度檢驗………………………40
第一節 量表構面界定...........................41
第二節 深度訪談結果與衡量項目產生.............43
第三節 專家意見調查...........................45
第四節 量表題項重要性檢測.....................53
第五節 量表預試結果分析.......................57
第六節 正式量表建立...........................70
第七節 信度分析之調整.........................80
第八節人力資源部門服務品質量表確立..........81
第五章 量表實證分析……………………………………85
第一節 量表構面相對重要性分析……………………85
第二節 各構面題項與人力資源部門整體評價之關係.88
第六章 結論與建議………………………………………93
第一節 研究結論………………………………………93
第二節 管理意涵………………………………………95
第三節 未來量表之應用………………………………97
第四節 研究限制………………………………………98

一、中文部分
吳培瑜，人力資源發展部門實施內部行銷作為之研究。國立臺灣師範大學工業科
技教育研究所未出版之碩士論文。
巫喜瑞，周逸衡，2001。內部行銷導向在醫院護理人員管理上之應用，人事行政管理，34卷，頁42-56。
李芳玲譯，戴夫‧尤瑞奇著，2001。人力資源最佳實務，台北：商周出版。
黃英忠，曹國雄，黃同圳、張火燦、王秉鈞，1998。人力資源管理。台北：華泰
書局。
黃俊英，1994。行銷研究─管理與實務，華泰出版社。
吳建昀，2000。銀行業人力資源發展服務品質之研究。國立臺灣師範大學工業科技教育研究所碩士論文。
陳文芳，2002。人力資源部門內部服務品質因子之研究。國力中山大學人力資源管理研究所未出版之碩士論文。
詹定宇，2002。一個多元等待品質量表之發展。管理學報，19卷，第4期，頁586-607。
二、英文部分
Armistead, C.G. 1985. Design of Service Operations, in Operations Management in
Service Industries and the Public Sector, Christopher Voss, ed. New York ;
John Wiley ＆ Sons , Inc.
Barney, J. 1991. Firm resources and sustained competitive advantage. Journal of management, 17 : 99-120.
Berry, L. L. 1981. The Employee as Customer. Journal of Retail Banking, 3(March) : 25-28.
Cahill, D. J. 1995. The Managerial Implicational of the Learning Organization: A New Tool of Internal Marketing. Journal of Service Marketing, 9 (4) : 43-51.
Carmon, J. M.1990.Consumer Perceptions of Service Quality：An Assessment of the SERVQUAL Dimension. Journal of Retailing, 66 (1) : 33-35
Cascio & Award, J. 1981. Human resource management. New York: McGraw-Hill.
Churchill, G. A. Jr. & Surprenant, C.1979. An Investigation Into the Determinants of Consumer Satisfaction. Journal of Marketing Research, 19(Nov) : 491-504
Cooper, R., ＆ Schindler, S., 1998. Business Research Methods, N.Y.: McGraw-
Hill, Inc.
Crawford & Getty. Consume Satisfaction / Dissatisfaction with Professional Services. Journal of Professional Services Marketing, 7(2) : 19-25.
Delery, J. E. & Doty, D, H. 1996. Modes of theorizing in strategic human resource management：tests of universalistic, contingency and configurational performance predictions. Academy of Management Journal, 39(4): 802-835.
Devellis. R. F. 1991. Scale Development Theory and Application London : Sage.
Gronroos, C. 1990. Service Management and Marketing-Managing the Moments of Truth in Service Competition, U.S.:Lexington Books.
Greene, W. E., Gary, D. Walls. & Larry, J. S. 1994. Internal Marketing: The Key to External Marketing Success. Journal of Services Marketing, 5 : 29-37.
Gronroos, C. 1982. Internal Marketing─Theory and Practice. In American Marketing Association Services Marketing Conference Proceedings, 41-7.
Gronroos, C. 1983. Strategic Management and Marketing in the Service Sector, Cambridge, Mass: Marketing Science Institute.
Gummesson, E. 1992. Using Internal Marketing to Develop a New Culture ─The Case of Ericsson Quality. Journal of Business and Industrial Marketing, 2(3) : 23-28.
Harris, M. M., & Schaubroeck, J., 1988. A mate-analysis of self-supervisor, selfpeer, and peer-supervisor ratings, Personnel Psychology, 43-62.
Heneman,Schwab,Fossum and Dyer.1989. Personnel/Human Resource Management,
4th ed ., Irwin.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, Jr., Earl & Schlesinger, W. L. 1994. Putting the Service Profit Chain to Work. Harvard Business Review, 72(2) : 164-174..
Joseph, W. B. 1996. Internal Marketing Builds Service Quality. Journal of Health Care Marketing , 16 (1) : 54-59.
Juran, J. M. 1986. A Universal Approach to Managing for Quality Quslity Progress: 19-24.
Kleiman, L. S. 1997. Human resource management─A tool for competitive advantage. South-Western.
Kossek, E. L.& Block, R. N. 2000. Managing Human Resources in the 21st Century From Core Concepts to Strategic Choice. South-Western College Publishing. Cincinnati. Ohio.
Lawshe, C. E. 1975. A quantiative approach to content validity. Personal psychology, 28 : 563.
Lethinen, J. R.1982. Service Quality : A Study of Quality Dimension. unpublished working paper, Helsinki. Service Management Institude, Finland OY.
Mafi, S. L.& Jacobs, R. L. 1998. HRD service-management model. Proceeding of
the Academy of Human Resource Development. LA: Academy of Human Resource Development.
McDermott, L. C. & Emerson, M.1991. Quality and Service for Internal Customers. Training and Development Journal. 45 : 61-64.
McMahan, G. C., McWilliams, A. & Wright, P. M.1994. Human Resources and Sustained Competitive Advantage: A Resource-Based Perspective. International Journal of Human Resource Management. 5 : 301-326.
Mondy, R. W. 1987. Personnel the management of human resources. Boston: Allyn and bacon Inc.
Nunnally, J. C., 1978. Psychometric Theory, N.Y.︰McGraw-Hill.
Olshavsky, R. W. 1985. Perceived quality in consumer decision making: An integrated theoretical perspective. In Jacoby, J. & Olson, J. (Eds.), Perceived Quality, Lexington, MA: Lexington Books.
Piercy, N. & Morgan, N. A. 1991. Internal Marketing —The Missing Half of the Marketing Programmer. Long Rang Planning, 24(2) : 82-93.
Rafiq, M. & Ahmed, P. K. 1993. The scope of internal marketing: Defining the Boundary between marketing and human resource management. Journal of Marketing Management, 9 : 219-232.
Regan, W. J. 1963. The service revolution, Journal of Marketing, 47 (July) : 57-62.
Robbins, S. P. 1978. Job involvement: A multivariate approach. Journal of Applied Psychology, 63 : 53-61.
Tansuhaj, P. S. & McCullough, J. D. 1988. A Service Marketing management Model: Integrating Internal and External Marketing Functions, Journal of Services Marketing Functions. Journal of Services Marketing, l.2 : 31-38.
Tichy, N., Fombrun, C. & Devanna, M. 1982. Strategic human resource management.
Sloan Management Review. 23 : 47-60.
Ulrich, D.1997. Human Resource Champions：The Next Agenda for Adding Value and Delivering Results. Harvard Business School Press.
Zeithaml, V. A., Parasuraman, A. &. Berry, L. L 1985. A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49(Fall): 41-50.
Zeithaml, V. A., Leonard, L. Berry. & Parasuraman, A. 1988. Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52 (April) : 39.