臺灣博碩士論文加值系統

過去的文獻指出有學者曾將知覺組織支持作為影響服務品質之前置變數來做探討，其研究過程並無對於知覺組織支持與服務品質之間提出任何假設；但研究結果卻顯示出知覺組織支持與服務品質之間有著直接且顯著的影響。而此學者認為這個研究結果並不合乎邏輯且對此提出質疑，認為兩變數中間應該需要透過顧客接觸行為才有可能達成。因此，本研究主要的目的在於：以服務導向組織公民行為為中介變項，檢視知覺組織支持與服務品質之關係。
本研究對象是以台北市地區「某不動產仲介公司」之加盟店內之第一線服務人員及其顧客為研究樣本進行問卷調查。本研究問卷發放採取立意抽樣。在問卷回收方面，本研究共發出400份配對問卷，回收388份，扣除填答不完全及無法配對之問卷82份，有效問卷為306份，有效回收率77%。再透過敘述性統計分析、信度分析、相關分析與層級迴歸分析等檢定與分析。
結果本研究發現，知覺組織支持可透過忠誠式組織公民行為、服務傳遞式公民行為與參與式公民行為的中介效果，使服務品質呈現顯著正相關。

The previous literature used perceived organizational support as antecedent vari-ables of service quality, and there were not any hypotheses between perceived organiza-tional support and service quality during the process of the previous research. But the result of previous research shows that perceived organizational support was directly and significantly related to service quality. The result wasn’t logic because the direct asso-ciation between these two variables should come from customer-contact behaviors. Therefore, the main purpose of this research is as follow: Using service-oriented organ-izational citizenship behavior as the intermediary variable to verify the relationship be-tween perceived organizational support and service quality.
This research sample is conveyed by a questionnaires survey from cus-tomer-contact employees and customer of franchise store of real estate agency in Taipei. This research uses purposive sampling method to collect data. Totally 400 matched data questionnaires were distributed, and 388of them were effective; of these, eighty-two employees were unusable because they were incomplete. Completed questionnaires were returned by 306 contact-employees (77% response rate). And the examination was done under descriptive statistics analysis, reliability analysis, correlation analysis, and hierarchical regression analysis.
The results of this research indicate that： Through the intermediary results by loyalty organizational citizenship behaviors, service delivery organizational citizenship behaviors, and participation organizational citizenship behaviors, perceived organiza-tional support can make service quality represent positively related.

中文摘要　．．．．．．．．．．．．．．．．．．．．． iii
英文摘要　．．．．．．．．．．．．．．．．．．．．． iv
誌謝辭　　．．．．．．．．．．．．．．．．．．．．． vi
內容目錄　．．．．．．．．．．．．．．．．．．．．． vii
表目錄　　．．．．．．．．．．．．．．．．．．．．． ix
圖目錄　　．．．．．．．．．．．．．．．．．．．．． x
第一章　　緒論．．．．．．．．．．．．．．．．．．． 1
　　第一節　　研究背景．．．．．．．．．．．．．．． 1
　　第二節　　研究問題與研究目的．．．．．．．．．． 3
第三節 研究架構與假設．．．．．．．．．．．． 5
第二章　　文獻探討．．．．．．．．．．．．．．．．． 9
　　第一節　　知覺組織支持．．．．．．．．．．．．． 9
　　第二節　　服務導向組織公民行為．．．．．．．．． 14
　　第三節 服務品質．．．．．．．．．．．．．．． 20
第三章 研究方法．．．．．．．．．．．．．．．．． 29
第一節 研究變數之操作性定義與測量工具．．．． 29
第二節 研究樣本與資料蒐集．．．．．．．．．． 35
第三節 資料分析方法．．．．．．．．．．．．． 38
第四章 分析結果．．．．．．．．．．．．．．．．． 40
第一節 基本資料分析．．．．．．．．．．．．． 40
第二節 信度分析．．．．．．．．．．．．．．． 45
第三節 因素分析．．．．．．．．．．．．．．． 46
第四節 相關分析．．．．．．．．．．．．．．． 51
第四節 階層迴歸分析．．．．．．．．．．．．． 53
第五章　　結論與建議．．．．．．．．．．．．．．．． 67
　　第一節　　結論．．．．．．．．．．．．．．．．． 67
　　第二節　　建議．．．．．．．．．．．．．．．．． 69
參考文獻　．．．．．．．．．．．．．．．．．．．．． 72
附錄　　研究問卷．．．．．．．．．．．．．．．．．． 88

中文部份
王一芝(2005,Octorber)，2005年十大服務業評鑑，遠見雜誌，第232期﹝線上資料﹞，來源：http://www.gvm.com.tw/Board /Content.aspx?ser=11275&keyword=%e6%9c%8d%e5%8b%99%e5%8f%aa%e5%81%9a%e4%b8%80%e5%8d%8a%ef%bc%8c%e8%aa%b0%e8%83%bd%e7%b5%a6。
王天勇(2005)，台北市議會行政人員服務品質滿意度之研究，世新大學行政管理學研究所未出版論文，10-37。
向信宏(2004)，汽車售後保修服務品質、產品品質價格對顧客滿意度與忠誠度之研究-以匯豐汽車新營服務廠為例，立德管理學院科技管理研究所未出版論文，11-49。
江書婷(2001)，不同服務業類型下，服務品質與關係品質關聯性之研究，東吳大學企業管理研究所未出版論文，1-3。
李佳怡(2000)，知覺組織支持對員工工作態度影響之研究，中山大學人力資源管理研究所未出版論文，4-22。
邱豪柱(2000)，大台北地區行動電話系統之顧客滿意度實證研究，台北大學企業管理研究所未出版論文，7-18。
林士瑋(1996)，服務業員工人格特質、工作特徵、知覺授能風格服務氣候、員工福祉氣候、員工工作滿足、服務品質知覺與顧客滿意之研究-以銀行業為例，中原大學企業管理研究所未出版論文，45-46。
林美珠(2006)，服務知覺價值因果模式建構之研究，中正大學企業管理研究所未出版博士論文，4-36。
吳德晃(2004)，服務努力、服務品質與小費關係之研究，中國文 化大學國際企業管理研究所未出版博士論文，15-28。
陳志宏(2003)，系統整合服務業服務品質與顧客滿意度之個案研究，淡江大學管理科學研究所未出版碩士論文，5-19。
陳炳宏(1994)，服務業類型與服務品質關係之研究，文化大學國際企業管理研究所未出版碩士論文，1-30。
張志民(2003)，技術服務業服務品質與顧客滿意度之研究-以精密機械研發中心為例，靜宜大學企業管理研究所未出版論文，6-28。
張元祥(2005,Octorber 20)，信義房屋先學善待客戶，再談業績，遠見雜誌，第232期﹝線上資料﹞，來源：http://news.y am.com/view/mkmnews.php/318025。
彭雪紅(2004)，員工對服務態度之認知與服務品質之關聯，中央大學人力資源管理研究所未出版碩士論文，8-20。
曾陳發(2004)，服務導向組織公民行為與服務品質關聯性之探討：以台灣電力公司為例，佛光人文社會學院管理學研究所未出版論文，7-30。
黃瑞眉(2004)，SARS風暴期間麻醉科醫護人員之工作壓力與支持系統對工作態度影響之探討，中山大學人力資源管理研究所未出版論文，11-19。
黃翠娟(2008,January 20)，房仲案去年展店倒退嚕，中華日報﹝線上資料﹞，來源：http://news01.cdns.com.tw/20080121/news/ cjcy/733480002008012019073710.htm。
楊濱燦(2004)，組織支持認知及領導者與部屬交換關係對組織公民行為影響效果之研究，台灣管理學刊，4(2)，141-160。
劉得丞(2005)，內部服務品質與員工滿意度對外部服務品質與顧客滿意度影響探討-以兩岸美容服務業為例，大葉大學國際企業管理研究所未出版碩士論文，9-24。
蕭富峰(1997)，影響服務品質關鍵因素之研究，國立政治大學企業管理研究所未出版博士論文，5-30。
戴淑賢(2002)，服務氣候與服務導向公民行為之關連性探討，元智大學企業管理研究所未出版論文，3-6。
顏瓊真(2007,September 19)，推案2900億928億檔期再炒一波，理財周刊，第369期﹝線上資料﹞，來源：http://news.yam. com/view/mkmnews.php/529915/2。
羅可擎(2005,November 28)，台灣銀行業「服務」有得學，商業周刋，第940期﹝線上資料﹞，來源：http://www.business- weekly. com.tw/article.php?id=21550。
二、英文部份
Anderson, C. R., & Zeithaml, C. P. (1984). Stage of the product life cycle, business strategy, and business performance. Academy of Management Journal, 27(1), 5-24.

Armeil, S., Eisenberger, R., Fasolo, P., & Lynch, P. (1998). Perceived organizational support and police performance: the moderating influence of socialemotional needs. Journal of Applied Psy-chology, 83(2): 288-297.

Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator vari-able distinction in social psychological research: Conceptual, strategic, and statistical considerations, Journal of Personality and Social Psychology, 51(6), 1173.

Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizen-ship, Academy of Management Journal, 26(4), 587-595.

Bell, S. J., & Menguc, B. (2002). The employee-organization rela-tionship, organizational citizenship behaviors, and superior ser-vice quality., Journal of Retailing,78(2), 131-146.

Bettencourt, L., & Brown, S. W. (1997). Contact employees： Rela-tionships among workplace fairness, job satisfaction, and proso-cial behaviors. Journal of Retailing, 73(2), 39-61.

Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001).A com-parison of attitude,personality, and knowledge predictors of Service- Oriented organizational citizenship behaviors., Jour-nal of Applied Psychology, 86(1) , 29-41.

Bitner M. J. (1990). Evaluation service encounters: The effects of physical surroundings and complaint reports. Journal of Mar-keting, 54(2), 69-82.

Bitner, M. J., Booms, H. B., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.

Blau, P. M. (1964).Exchange and Power in Social Life, New York:Willey.

Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. Jos-sey-Bass, San Francisco, 71-98.

Brown, S. W., Fisk, R. P., & Bitner, M. J. (1994). The development and emergence of services marketing though. International Journal of Service Industry Management, 5(1), 21-48.

Brown, T. J., Churchill, G. A. Jr., & Peter, J. P. (1993).Improving the measurement of service quality. Journal of Retailing, 69(1),127-139.

Cha, JaeMin, Ph. D. (2005). Effects of perceived service climate and service role ambiguity on frontline employees’ service orienta-tion in foodservice establishments. Michigan State University, 109.

Chebat, J. C., & Kollias, P. (2000). The impact of empowerment on customer contact employees' role in service organizations. Journal of Service Research, 3(1), 66-81.

Churchill, G. A., & Suprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Re-search, 19(1), 491-504.

Coyle-Shapiro, J., Morrow, P. C., & Kessler, I. (2006). Serving two organizations: Exploring the employment relationship of con-tracted employees., Human Resource Management, 45(4), 561.

Crawford, J. C., & Getty, J. M. (1991). The marketing of services：a quality perspective. Journal of Professional Services Market-ing, 8(1), 5-15.

Cronin, J. J., & Taylor, S. A. (1992) . Measuring Service Quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68.

Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and valida-tion. Journal of the Academy of Marketing Science, 24(1), 3-16.
Davis, K., & Newstrom, J. W. (1987). Human behavior at work: Or-ganizational behavior (7th ed.). New York: McGraw-Hill.

Dawkins, P., & Reichheld, F. (1990). Customer retention as a com-petitive weapon. Directors and Boards, 14(4), 42-47.

Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Receiprocation of perceived organizational support. Journal of Applied Psychology, 86(1), 42-45.

Eisenberger, R., Cummings, J., Armeli, S., & Lynch, P. (1997). Per-ceived organizational support, discretionary treatment, and job satisfaction. Journal of Applied Psychology, 82(5), 812-820.

Eisenberger, R., Fasolo, P. M., & Davis-LaMastro, V. (1990). Effects of perceived organizational support on employee diligence, innovation, and citizenship behaviour. Journal of Occupational and Organizational Psychology, 67(1), 315-326.

Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychol-ogy, 71(3), 500-507.

François, A. C., Fernando, J., & Jay, P. M. (2007). The validity of the SERVQUAL and SERVPERF scales：A meta-analytic view of 17 years of research across five continents International. Jour-nal of Service Industry Management, 18(5), 472.

George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1), 63-70.

George, J. M. (1991). State or trait: Effects of positive mood on pro-social behaviors at work. Journal of Applied Psychology, 76, 299-307.

Gronroos, C. (1978). Service-oriented approach to marketing of ser-vices. European Journal of Marketing, 12(8), 588.

Gronroos, C. (1984). A service quality model and its marketing im-plications. European Journal of Marketing, 18(4), 36-44.

Gronroos, C. (1988). New competition in the service economy：The five rules of service. International Journal of Operations and Production Management, 8(3), 9-19.

Guieford, J. P. (1965). Fundamental Statistics in Psychology and Education. New York: McGraw Hill.

Gummesson, E. (1994). Service management：An evaluation and the future. International Journal of Service Industry Management, 5(1),77-96.

Guzzo, R. A., Noonan, K. A., & Elron, E. (1994). Expatriate manag-ers and psychological contract. Journal of Applied Psychology, 79(4), 617-626.

Hartline, M. D., & Ferrel, O. C. (1996). The management of cus-tomer-contact service employees: An empirical investigation. Journal of Marketing, 60(4),52-70.

Hill, C. W. L., & Jones , G. R. (1995), Strategic Management Theory. (3rd ed.), Boston: Houghton Mifflin.

Iacobucci, D., Grayson, K., & Ostrom, A. (1994). Customer satisfac-tion fables. Sloan Management Review, 35(4), 93-96.

Juran, J. M., Gryna, F. M., & Brigham, R. S. (1974). Quality control handbook. New York: McGraw-Hill.

Kotler, P. (1991). Marketing management analysis, planning, and control. Prentice-Hall, Englewood Cliffs, NJ, 142-144.

Kotler, P., & Scheff, J. (1996). Crisis in the arts: The marketing re-sponse. California Management Review. 39(1), 28-52.

Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), 287-303.

Levitt, T. (1972). Production-line approach to service. Harvard Bu-si-ness Review, 50(4), 41-52.

Lovelock (1983). Classifying services to gain strategic marketing in-sights, Journal of Marketing, 47 (3), 9-20.

Naumann, S. E., Bennett, N., Bies, R. J., & Martin, C. L. (1998). Laid off, but still loyal: The influence of perceived justice and or-ganizational support. International Journal of Conflict Man-agement, 9(4), 356-368.

Organ, D. W. (1988). A restatement of the satisfaction-performance hypothesis. Journal of Management, 14, 547-557.

Organ, D. W. (1990). The motivational basis of organizational citi-zenship behavior. Research in organizational behavior, 12, 43-72.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A concep-tual model of service quality and its implications for future re-search. Journal of Marketing, 49(4), 41-50.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQU- AL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an ex-tended service quality model. Human Resource Manage-ment, 30(3), 333-364.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991a). Under-standing customer expectations of service. Sloan Management Review, 32(3), 39-48.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991b). Refine-ment and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassess-ment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111-124.

Peccei, R., & Rosenthal, P.(1997). The antecedents of employee commitment to customer service: Evidence from a UK service context. International Journal of Human Resource Manage-ment, 8, 66-86.

Peccei, R., & Rosenthal, P. (2001). Delivering customer-oriented be-haviour through empowerment: An empirical test of HRM as-sumptions. Journal of Management Studies, 38(6), 831-857.

Podsakoff, P. M., Ahearne, M., & MacKenzie, S. B. (1997). Organ-izational citizenship behavior and the quantity and quality of work group performance, Journal of Applied Psychology, 8(2), 262-270.

Podsakoff, P. M., & Mackenzie, S. B. (1997). The impact of organ-izational citizenship behavior on organizational performance：A review and suggestions for future research. Human Perform-ance, 10, 133-151.

Podsakoff, P. M., & MacKenzie, S. B.（1989）. Citizenship behavior and fairness in organizations: Issue and directions for future research. Employee Responsibilities and Rights Journal, 6, 257-269.

Quinlan, M. R., Zemke, R. S., & Jim, N. D. (1991). Debate: how does service drive the service company? Harvard Business Review, 146.

Randall, M. L., Cropanzano, R., Bormann, C. A., & Birjunlin, A. (1999). Organizational politics and organizational support as predictors of work attitudes, job performance, and organiza-tional citizenship behavior. Journal of Organizational Behavior, 20, 159-174.

Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to service. Harvard Business Review, 68(5), 105-111.

Rhoades, L., & Eisenberger, R., & Armeli, S. (2001). Affective com-mitment to the organization：The contribution of perceived organizational support. Journal of Applied Psychology, 86(5), 825-836.

Rhoade, L., & Eisenberger, R. (2002). Perceived organizational sup-port: A review of the literature., Journal of Applied Psychology, 87 (4), 698-714.

Rogelberg, S. G., Barnes-Farrell, J. L., & Creamer, V.(1999). Cus-tomer service behavior: The interaction of service predisposi-tion and job characteristics. Journal of Business and Psychol-ogy, 13, 421-435.

Sasser, E. W., Olsen, R. P., & Wyckoff, D. D. (1978). Management of Service Operations: Text and Cases. Boston: Alley & Bacon Inc.

Schneider, B., & Bowen, D. E. (1985). Employee and customer per-ceptions of service in banks: Replication and extension. Jour-nal of Applied Psychology, 70(3), 423-433.

Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is curcial. Organizational Dy-namics, 21(4), 39-54.

Setton, R. P., Bennett, N., & Liden, R. C. (1996). Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity. Journal of Applied Psy-chology, 81(3), 219-227.

Sheila, S. W., & Richard, J. K. (2004). Client-project manager en-gagements, trust, and loyalty. Journal of Organizational Be-havior, 25(8), 997-1013.

Shore, L. M., & Tetrick, L. E. (1991). A construct validity study of the survey of perceived organizational support. Journal of Ap-plied Psychology, 76(5), 637-643.

Shore, L. M., & Wayne, S. J. (1993). Commitment and employee be-havior: Comparison of affective commitment and continuance commitment with perceived organizational support. Journal of Applied Psychology, 81(3), 219-227.

Smith, C.A., Organ, D.W., & Near, J. P. (1983). Organizational Citi-zenship Behavior: Its nature and antecedents. Journal of ap-plied Psychology, 68(4), 653-663.

Spinelli, M. A., & Canavos, G. C. (2000). Investigation the relation-ship between employee satisfaction and guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 41(6), 29-33.

Stephanie, C. P., & Sheila, S. W. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. Journal of Applied Psychology, 91(2), 365.

Stinglhamber, F., Cremer, D. D., & Mercken, L. (2006). Perceived support as a mediator of the relationship between justice and trust. Group and Organization Management, 31(4), 442-458.

Sun, L.Y., Aryee, S., & Law, S. K. (2007). High-performance human resource practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Manage-ment Journal, 50(3), 558-577.

Teas, R. K. (1993). Expectations, performance evaluation and con-sumers’ perception of quality. Journal of Marketing, 57(4), 18-34.

Tjosvold, D., Moy, J., & Sasaki, S. (1999). Cooperative teamwork for service quality in East Asia. Managing Service Quality, 9(3), 209-218.

Van, D. L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: Construct redefinition, measurement, and validation. Academy of Management Journal, 37(4), 765-802.

Wayne, W. G., Shore, L. M., & Liden, R. C. (1997). Perceived organ-izational support and leader-member exchange: A social ex-change perspective. Academy of Management Journal, 40(1), 82-111.

Wyckoff, D. (2001). A Conell quarterly classic: New tools for achieving service quality. Cornell Hotel and Restaurant Ad-ministration Quarterly, 42(4), 25-38.

Zeithaml, D., Valarie, A., Leonard, L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60 (2), 3l-46.