一、中文部分
王馥庭、李弘暉(2008) ．交易型領導、信任與組織公民行為之關係．台灣護理雜誌，55 (4)，87-92。田文彬(2012) ‧服務導向、信任與服務承諾、服務績效關聯性之探討‧企業管理學報，94，1-18。
行政院衛生署(2007，9月)．95年醫療機構現況及醫療服務量統計摘要．取自
http://www.nhi.gov.tw/statistic/醫療服務量/95.htm
江岷欽(2000) ‧顧客導向的服務理念‧人力發展月刊，72，20-31。江婉庭(2009) ‧護理人員的護理能力、工作使命感、工作價值觀與離職傾向關鍵性之探討‧未發
表的碩士論文‧國立雲林科技大學全管理研究所。
江行全、陳啟光(2002) ‧建構顧客導向服務文化的觀念與作法‧研考雙月刊,26(5),93-101.汪美伶(2009) ‧組織支持與市場導向人力資源管理活動對服務導向組織公民行為的影響‧東吳經濟商學學報，64，57-92。
吳堯達、黃國哲、魏中仁、郭乃文(2005) ‧醫院員工的顧客導向行為之相關因素‧醫務管理期刊，6(2)，215-232。
吳肇展、吳雨璇、王思佳、郭佳惠、謝佳琪(2008) ‧人口變項與服務導向組織公民行為關係之研究─以護理人員為例‧崇右學報，14(2)，37-55。
吳三江、趙必孝(2002)‧醫療服務業內部行銷活動對就醫者導向行為影響之研究-以高雄市立醫院為例‧人力資源管理學報，2(1)，99-117。
55
林淑姬(1992) ‧薪酬公平、程序公平與組織承諾、組織公民行為關係之研究‧國立政治大學企業管
理研究所博士論文。
郭寶錚、陳玉敏(2011) ‧生物統計學‧台北：五南。
康譽瓊(2001) ‧內部行銷作為行為評估工作滿足和顧客導向之研究---以證券營業員為例‧未發表的碩士論文‧高雄：國立中山大學。高靖秋(2011)．台灣護理人力面面觀．澄清醫護管理雜誌，7(3)，41-46。
陳繪竹、李金德、林淑媛(2009)．進階護理人員自評護理能力之探討．醫護科技期刊，11(2)，87-97。陳秀玲(2006)．人格特質、顧客導向與工作績效之探討~以免稅店營業人員為例‧未發表的碩士論文‧桃園：國立中央大學。
陳玉枝(2011)．護理行政與管理之變革．護理雜誌，58(3)，21-26。
徐俼瑩、唐婉如、張玉坤、馬素華(2013)．台灣男性護理人員工作價值及相關因素之初探．護理雜
誌‧60(2)，50-60。
許順旺、蘇紅文、黃鉅勝(2012)．國際觀光旅館主管魅力型領導、員工組織公民行為與服務品質之
相關研究－以組織文化為干擾變項‧商管科技季刊，13(4)，397-425。
彭台光、高月慈、林鉦棽(2006) ‧管理研究中的共同方法變異：問題本質、影響、測試和補救‧管理學報，23(1), 77-98。黃穎熙、楊幸真(2011) ‧白色巨塔精神科南丁格爾的陽剛特質實踐‧台灣性學學刊，17(1)，39-56。
黃小娉(2002)‧組織公平、信任與組織公民行為之研究-以財政部高雄國稅局為對象‧未發表的碩士論文‧高雄：國立中山大學。
黃英忠(2007)‧管理學概論‧高雄：麗文文化。
雷飛鴻(2002) ‧精編辭海‧台南市：世一。
楊濱燦(2002)‧Organizational citizenship behavior and service quality：A group-level analysis‧國立
空中大學商學學報，10，141-163。
蔡秋月、黃良志、葉淑娟(2003) ‧護理人員組織承諾、工作滿足與組織公民行為之研究‧秀傳醫學雜誌，4(1)，35-45。
56
劉兆玄(2012) ‧兩岸常用辭典‧台北：中華文化總會。
盧美秀(2011)‧棄血汗創磁力，醫護病都有利‧中華民國護理師護士公會全國聯合會新聞稿．取自
www.nurse.org.tw/getFiles.ashx?file=97
盧美秀(2006) ‧護理倫理與法律‧(一版)‧台北：華杏。
簡麗環(2000)‧組織內部行銷作為與員工顧客導向關係之研究-醫院為例，未發表的碩士論文‧高雄：中正大學。
羅人林(2003)‧中小型醫院員工情緒勞務負荷與顧客導向行為關係之研究─以自我監控、內部行銷
為干擾變項‧未發表的碩士論文‧高雄：中山大學。
顧景昇、楊俊明、賴妙妍(2011) ‧中華航空公司品質管理導入、顧客導向、知識分享對組織公民
行為與工作績效的影響‧運輸計劃季刊，40(3)，309-334。
Kolter, P., ＆ Keller, K. L. (2012)‧行銷管理學：十三版 (駱少康譯、方世榮審閱)‧台北市：東華
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Polit, D, F., & Hungler, B. P. (1999)‧護理研究法(史麗珠、李絳桃、徐亞瑛、高淑芬、徐麗華、陳美
伶譯)‧台北市：桂冠圖書。(原著作1995年出版)
二、英文部分
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