跳到主要內容

臺灣博碩士論文加值系統

(3.233.217.106) 您好!臺灣時間:2022/08/17 22:09
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:黃建榮
研究生(外文):Chien-Rong Huang
論文名稱:連鎖便利商店內部行銷,督導效能與關係連結之關係研究
論文名稱(外文):Relationships among Internal Marketing,Supervisory Effectiveness and Relationshp Bonds of Convience Chain Stores
指導教授:關復勇關復勇引用關係
指導教授(外文):Fu-Yeong Kuan
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:行銷與流通管理所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:121
中文關鍵詞:關係連結功能性連結社會性連結結構性連結督導效能內部行銷
外文關鍵詞:internal marketingsupervisory effectivenessstructural bondssocial bondsfunctional bondsrelationship bonds
相關次數:
  • 被引用被引用:31
  • 點閱點閱:3885
  • 評分評分:
  • 下載下載:1573
  • 收藏至我的研究室書目清單書目收藏:14
摘 要
加盟總部與加盟店的關係密切,而督導人員則扮演著雙方間溝通橋樑的角色,因此,彼此間關係能否良性發展,乃是加盟體系共存共榮的攸關因素。服務業行銷學者首先將行銷概念導入組織內部管理,即將組織成員視為顧客,期望透過如外部行銷中針對顧客所設計之行銷策略與活動,創造內部顧客滿意,進而建立組織成員顧客服務意識,此即內部行銷概念。因此本研究根據Gronroos(1984)所提之服務金三角模式,針對連鎖加盟體系中,加盟總部對加盟店之內部行銷作為與督導人員對加盟店之督導效能,以及彼此間之關係連結進行探討與研究,並提出一套理論架構供管理實務參考。

其次,本研究從加盟者角度分別量測加盟總部之內部行銷作為與督導人員之督導效能,以及其分別對彼此間關係連結之影響。而研究樣本主要來自高雄縣市、台南縣市與台北縣市之四大連鎖便利商店,共回收214家加盟店之負責人或店長所填答之有效問卷,並以內部一致性分析與因素分析來刪減問項及調整構面,接著則進行基本統計分析、相關分析、複迴歸分析及變異數分析。研究結果如下:

1.由相關文獻之探討整理出內部行銷與督導效能概念之涵義,然後發展兩者之操作性定義、構面及具信效度之量表。
2.加盟者對加盟總部之內部行銷作為知覺與雙方間之關係連結具有顯著正向關連。
3.加盟者對地區督導之督導效能知覺與雙方間之關係連結具有顯著正向關連。
4.督導效能與功能性連結及社會性連結之相關程度明顯高於內部行銷與功能性連結及社會性連結之相關;而督導效能與結構性連結之相關程度則多低於內部行銷與結構性連結之相關。

綜合上述實證結果,本研究特提出以下之理論意涵,並對業者提出建議:1.內部行銷為人力資源管理與行銷概念之結合。2.視加盟者為顧客。3.督導人員對加盟管理之重要性。4.積極與加盟者發展第三層級關係行銷。5.協助加盟者度過脆弱時期。最後,也對本研究之相關研究限制以及後續研究提出討論與建議。
ABSTRACT

The relationship between franchisor and franchisee is tightly connected, and supervisor plays a communication role between them. Therefore, the beneficial development of the relationship is important for the franchise system, and it has been a vital factor to maintain the franchise relation with commitment and satisfaction mutually. The concept of internal marketing was first reported in the area of service industry marketing. The initial concept came from the field of external marketing, which is based on the concept of treating members as customers. The hope was to enhance internal customers’ satisfaction so as to further develop the sense of customer service satisfaction of the members within the organization. According to the service quality model of Gronroos(1984)and literature review, internal marketing, supervisory effectiveness and relationship bonds, the purpose of this research is to develop a framework for the research and practice of franchisors and supervisors in convenient chain store.

Next, this research uses quantitative research methods to explore internal marketing, supervisory effectiveness and the impact on relationship bonds in the franchisee’s point of views. This research adopts questionnaires to survey the convenience franchise store system. The quantitative data were collected from a total of 214 franchisees belonging to four systems in three regions, Kaohsiung, Tainan and Taipei. The data analysis methods include reliability and validity analysis, factor analysis, correlation analysis, multiple regression analysis, ANOVA and related statistical investigation procedures, the results show that:

1.The research proposed operational definitions of the internal marketing and supervisory effectiveness, and developed the two scales.
2.The perception of franchisee on franchisor’s internal marketing conduct has positive impact towards relationship bonds mutually.
3.The perception of franchisee on supervisor’s supervisory effectiveness has positive impact towards relationship bonds mutually.
4.The correlation between supervisory effectiveness and functional, social bonds is apparently higher than that between internal marketing and functional, social bonds. But the correlation between supervisory effectiveness and structural bonds is almost lower than that between internal marketing and structural bonds.

Based on these results, we have concluded that:

1.Internal marketing is the combination of HRM and marketing concept.
2.Franchisors and supervisors should both have the concept of treating franchisees as customers.
3.Supervisors are vital and indispensable for franchise operation.
4.Franchisors and supervisors should positively develop the third level relationship marketing with franchisees.
5.Franchisors and supervisors should hold the need of franchisees when they are unsatisfied.

Finally, the limitation and the future research of the study were also discussed.
目錄
中文摘要……………………………………...………………………….………….…i
英文摘要………………………………………...……………...…….………………ii
誌 謝…………………………………………...…………………….…………...iv
目 錄………………………………………………….……………….…………...v
表 目 錄……………………………….…………………………..….…………...viii
圖 目 錄……………………………………………………………..…………….......x
第壹章 緒論………………………...…………………….……..…….…..1
第一節 研究背景與動機………………………………………….……………1
第二節 研究目的…………………...………………….….…………..6
第三節 研究範圍與對象………………...………………….….….…….……..7
第四節 研究流程………………………….…………..……….……..……9
第貳章 文獻探討……………………………...…………….…..….…….10
第一節 關係連結…………………………...…………..…….……...10
一. 關係連結之基本概念……………………………………………….10
二. 關係連結之型式…………………...……….…………….…....13
三. 關係行銷之三重連結水準…………….……………………….….16
四. 小結………………………………...………………..……...19
第二節 內部行銷……………………………...……………..………20
一. 內部行銷之觀念演進與意義……………….………….………….20
二. 內部行銷與人力資源管理之關係與比較…….………….……….22
三. 內部行銷導向及作為……………………….…………….…..…..28
四. 小結……………………………………...………….….…...31
第三節 督導效能…………………………………...……….….……33
一. 督導人員之定義及重要性……………………….……….……….33
二. 督導效能的定義………………………………….……….……….35
三. 督導效能的研究途徑…………………………….………….…….36
四. 督導效能的衡量構面…………………………….……….….…..37
五. 小結……………………………………………….………….…….41
第四節 連鎖加盟………………………………………….……….……….42
一. 連鎖加盟之定義及其本質……………………….……….……….42
二. 連鎖便利商店的加盟型態……………………….……….……….44
三. 小結……………………………………………….……...……….46
第參章 研究方法………………………………………………...……….………..47
第一節 研究架構及研究假設之建立………………………...….…………..47
一. 研究架構…………..……………………………...………..………...47
二. 研究假設………………………..………………………….………...49
第二節 變數操作性定義與衡量工具………………………………………..51
一. 量表之操作性定義………………………….……………………….52
二. 衡量構面與問項……………………………….…………………….57
第三節 量表前測與資料分析………………………………………………..61
一. 前測抽樣方法…………….………………………………………….61
二. 資料分析方法…………………….………………………………….61
三. 前測資料分析結果………………………………………………….62
四. 效度與信度檢定…………………………………………………….67
五. 小結……………………….………………………………………….68
第四節正式問卷實施方法及分析方法…………………….……………….69
一.正式問卷實施方法………………………………….……………….69
二.分析方法……………………………………………………………..70
第肆章 研究結果與討論…………………………………………………………..72
第一節 樣本特性分析………………………………………………………..72
一. 受訪者之基本資料特徵…… …………….…………………………72
二. 各變項之敘述統計分析…………………………………………….74
第二節 構面因素分析及信度檢定…………………………………………..78
一.內部行銷之信度和構面性分析方面……………………….……….78
二. 督導效能之信度和構面性分析方面……………………………….81
三. 關係連結之信度和構面性分析方面……………………………….83
第三節 內部行銷與關係連結間之關係……………………………………..86
一. 加盟者之加盟型態與加盟年資對內部行銷之影響……………….86
二. 內部行銷與關係連結間之相關分析……………………………….87
三. 內部行銷與關係連結間之複迴歸分析…………………………….88
第四節 督導效能與關係連結間之關係………………….………………..90
一. 加盟者之加盟型態與加盟年資對督導效能之影響……………….90
二. 督導效能與關係連結間之相關分析……………………………….91
三. 督導效能與關係連結間之複迴歸分析…………………………….91
第五節 內部行銷與督導效能對關係連結間相關程度之比較….………..93
第伍章 結論與建議………………………………………………………………..95
第一節研究結果之彙整…………………………….……………………..95
一. 內部行銷量表之發展……………………………………………….95
二. 督導效能量表之發展……………………………………………….95
三. 實證結果與假設驗證……………………………………………….96
四. 研究架構構面之修正……………………………………………….98
第二節理論意涵與建議…………………………………….…………...100
一. 內部行銷為人力資源管理與行銷概念之結合………….……….100
二. 視加盟者為顧客………………………………………....………...100
三. 地區督導對加盟管理之重要性……….……….………..……..101
四. 積極與加盟者發展第三層級關係行銷………….….………...…..102
五. 協助加盟者度過脆弱時期…………………….………….…..…103
六. 小結…………………………………………...…………...……103
第三節 研究限制………………………………………..…………...….105
第四節 研究貢獻……………………………………..……………………106
第五節 對後續研究之建議…………………………………………...….107
參考文獻………………………………………………….……………...………109
一.中文部份………………………………………………………...……..109
二.英文部份………………………………………………………...……..111
附 錄……………………………………………………..……………………118
一.本研究之正式問卷……………………………………………………….118
參考文獻一、中文部份1.Louis V. Imundo(1983),有效的督導人員手冊,王士杰譯(民72),中國生產力中心,台北。2.王保進(民88),視窗版SPSS與社會科學研究,心理出版社,台北。3.王琮瑞(民83),領導風格與情境因素對護理人員之工作與上司滿意度之影響,高雄醫學院,碩士論文。4.王郁惠(民86),服務業類別、關係行銷與顧客忠誠度關係之研究,國立中正大學,碩士論文。5.王憶茹(民86),有線電視系統關係行銷之研究-以大台北地區為例,文化大學,碩士論文。6.王慧娥(民86),總部與加盟者之溝通管道-搭起雙贏的橋樑,流通世界,79期,頁28-32。7.石原勝吉(1999),現場價值工程,葉錦堂、黃南斗合譯(民88),台華工商,台北。8.行政院主計處(民88),工商服務業普查-批發、零售及餐飲業,台北。 http://140.129.146.192/census~n/two/CSN/C2/C252.htm。9.巫喜瑞(民90),服務業內部行銷導向、組織支持、工作滿足及顧客導向間關係之研究-銀行業之例,國立中山大學,博士論文。10.黃俊英與巫喜瑞(民89),內部行銷概念及其與人力資源管理的比較,企銀季刊,23卷,3期,頁125-133。11.吳志淵(民87),企業內部行銷之探索性研究:以國內某石化廠為例,國立中正大學,碩士論文。12.吳三江(民90),醫療服務業內部行銷活動對就醫者導向行為影響之研究,國立中山大學,碩士論文。13.李美□(民87),信任因素對連鎖加盟績效之影響,國立中興大學,碩士論文。14.李孟熹等(民87),連鎖店管理實務操演手冊,初版,科技圖書,台北。15.李麗傳與劉得鳳(民76),護理長領導統御型態與護士工作滿足程度相關性探討,護理雜誌,34卷,1期,頁29-39。16.胡同來(民86),行銷通路特性、溝通流程與通路績效之研究-資訊業個人電腦行銷通路實證,國立台灣大學,博士論文。17.林琨堂(民86),企業主管領導型態與員工溝通滿足及領導效能關係之研究,國立成功大學,碩士論文。18.周逸衡、黃盈裕、施清仁(民88),電腦銷售通路成員間關係連結之探討架構,第三屆中華民國商業流通研討會,高雄第一科技大學,高雄。19.周逸衡與關復勇(民86),服務業內部行銷導向之探討,第三屆服務業管理研討會論文集,國立政治大學,台北。20.周庭銳與黃盈裕(民89),消費經驗中顧客價值與關係連結之研究,第十五屆全國技職教育研討會,嶺東技術學院,台中。21.Yukl(1989),組織領導,洪光遠譯(民81),桂冠圖書,台北。22.洪順慶(民86),顧客基礎的品牌權益衡量與建立之研究,國立政治大學,博士論文。23.范碧珍(民91),全家中壢中和店打敗7-ELEVEn,突破雜誌,200期,頁86-89。24.馬少文(民88),台灣連鎖便利商店轉換加盟總部之研究,第三屆中華民國商業流通研討會,高雄第一科技大學,高雄。25.高國慶(民82),組織結構與組織效能之關係,中國文化大學,碩士論文。26.施清仁(民88),產業資訊通路成員間關係經營、連結型式與品質知覺間關係之研究,國立中山大學,碩士論文。27.流通快訊(民90),2000年日本CVS加盟之評價調查,324期,頁46-47。28.陳志隆(民83),主管領導風格、員工工作滿足及個人統計變項與其關係之研究,高雄工學院,碩士論文。29.張完珠(民88),揭示加盟總部資訊之真義,流通世界,105期,頁8-9。30.張婷玥(民89),連鎖便利商店服務品質、服務滿意度與加盟意向之關連性研究,國立成功大學,碩士論文。31.張瑞玲(民84),商業銀行零售金融關係行銷之研究,國立政治大學,碩士論文。32.連鎖店協會(民88),1999連鎖店年鑑,台灣連鎖加盟協會,台北。33.梁殷禎(民87),服務員工知覺之內部行銷作為、角色知覺與顧客導向間關係之研究,國立中山大學,碩士論文。34.黃杏文(民86),內部行銷導向作為與組織承諾關係之研究,國立中山大學,碩士論文。35.黃英忠(民82),現代管理學,華泰書局,台北。36.黃俊英與林震岩(民83),SAS精析與實例,華泰書局,台北。37.黃淑琴(民88),台灣壽險業內部行銷與經營績效之關聯性探討,靜宜大學,碩士論文。38.黃憲彥(民82),店舖輔導員(SV)的三Q,流通世界,34期,頁8-9。39.黃鵬飛(民89),流通業如何藉由關係行銷提昇競爭力,第四屆中華民國商業流通研討會,高雄第一科技大學,高雄。40.經濟部(民89),便利商店經營管理實務,經濟部商業司,台北。41.經濟部(民89),連鎖店經營管理實務,經濟部商業司,台北。42.趙坤仁(民83),共存共榮的加盟觀,流通世界,42期,頁41-45。43.楊忠藏(民90),連鎖體系經營型態之比較分析,台灣銀行台灣經濟金融月刊,37卷,8期,頁54-61。44.葉梅桂(民84),藉內部行銷以建立企業競爭優勢:台灣商業銀行之比較個案分析,國立台灣大學,碩士論文。45.賴山水(民81),加盟連鎖店行列,再版,懋聯文化基金,台北。46.賴山水(民82),連鎖加盟事業,啟現發行公司,台北。47.康譽瓊(民90),內部行銷作為、行為評估、工作滿足和顧客導向之研究,國立中山大學,碩士論文。48.蔡青宏(民85),企業主管領導效能評量之研究,國立成功大學,碩士論文。49.樊景立、鄭伯壎(民84),自評式績效考核中的自謙偏差:以台灣壽險營業人員為例,華人心理學家學術研討會宣讀論文,國立台灣大學,台北。50.鄧誠中(民90),台灣地區銀行經理轉化領導、互易領導與部屬工作滿意之研究,台灣銀行季刊,52卷,2期,頁17-69。51.劉曜銘(民83),連鎖加盟之加盟比例與授權結構之研究,國立中山大學,碩士論文。52.盧科銘(民85),不同便利商店系統在高雄市競爭太太態勢之比較,國立中山大學,碩士論文。53.鍾昆原(民87),台商派駐大陸經理人領導行為之研究,國立中山大學,博士論文。54.鄭伯壎與任金剛(民76),主動結構領導行為與部屬的工作績效及上司滿足感:Hersey與Blanchard之情境領導論的驗證,中華心理學刊,29(1),頁1-10。55.鄭伯壎、任金剛與莊仲仁(民75),工具領導行為對工作績效及上司滿足感之不同效果:途徑目標論的驗證,中華心理學刊,28(1),頁43-49。56.韓建玲(民86),內部行銷對顧客導向行為影響之研究,國立中山大學,碩士論文。57.顧正懿(民84),關係行銷與顧客滿意度、顧客忠誠度關係之研究-以台灣地區汽車經銷商為例,國立中正大學,碩士論文。二、英文部份1.Anderson, T. D.(1992), Transforming Leadership: New Skills for an Extraordinary Future , Amherst, MA: Human Resource Development Press.2.Bak, C. A., L. H. Vogt, W. R. George, and I. R. Greentree(1994), Management by Team: An Innovative Tool for Running a Service Organization Through Internal Marketing, Journal of Services Marketing, 8(1), 37-47.3.Banes, James G.(1989), The Role of Internal Marketing: If The Staff Won’t Buy It. Why Should The Customer? Irish Marketing Review, 4(2), 11-21.4.Berry, L. L.(1981), The Employee as Customer, Journal of Retail Banking, 3(March), 25-28.5.Berry, L. L. and A. Parasuraman (1991), Marketing Services: Competing Through Quality, New York, NY: The Free Press.6.Booms, Bernard H. and Bitner, Mary Jo(1981), Marketing Strategies and Organizational Structures for Service Firms in Marketing of Service, eds. J. H. Donnelly and W. R. George, Chicago: American Marketing Association, 47-51.7.Bowen, D. E. and S. Schneider(1988), Service Marketing and Management: Implications for Organizational Behavior, Research in Organizational Behavior, 10, 43-80.8.Bowen, R. L. (1991), Critical Attributes of Instructional Leadership in Nationally Recognized Secondary-Level Blue Ribbon Schools, Unpublished Doctoral Dissertation, East Texas State University, Texas.9.Cahill, D. J. (1995), The Managerial Implications of the Learning Organization: A New Tool for Internal Marketing, Journal of Service Marketing, 9(4), 43-51.10.Cahill, Dennis J.(1996), Internal Marketing: Your Company’s Next Stage of Growth, The Haworth Press.11.Churchill, G. A., Jr.(1979), A Paradigm for Developing Setter Measures of Marketing Constructs, Journal of Marketing Research, 16(February), 64-73.12.Collins, B. and A. Payne(1991), Internal Marketing: A New Perspective for HRM, European Management Journal, 9(3), 231-270.13.Cravens, D. W. (1995), Introduction to the Special Issue, Journal of the Academy of Marketing Science, 23, 235.14.Crosby, L., and N. Stephens(1987), Effects of Relationship Marketing on Satisfaction, Retention and Prices in the Life Insurance Industry, Journal of Marketing Research, 24, 404-411.15.Crosby, L., K. Evans and D. Cowles(1990), Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, 54, 68-81.16.Czepiel, John A. (1990), Service Encounters and Service Relationships: Implications for Research, Journal of Business Research, 20(Jan), 13-21.17.Dansereau, G. Jr., Graen, G., and Haga, W. J.(1975), A Vertical Dyad Linkage Approach to Leadership within Formal Organizations: A Longitudinal Investigation of the Role Making Process, Organizational Behavior and Human Performance, 13, 46-78.18.Day, G., and R. Wensley, R.(1983), Marketing Theory with a Strategic Orientation, Journal of Marketing, 47,79-89.19.Downey, H. K. , Sheridan, J. E., and Slocum, J. W.(1976), The Path-Goal Theory of Leadership: A longitudinal analysis, Organizational Behavior and Human Performance, 16, 156-179.20.Dwyer, F. R., P. H. Schurr and S. Oh(1987), Developing Buyer-Seller Relationships, Journal of Marketing, 51(2), 11-27.21.Evans, M. G.(1970), The Effects of Supervisory Behavior on the Path-Goal Relationship, Organizational Behavior and Human Performance, 5, 277-298.22.Fiedler, F. E.(1967), A Theory of Leadership Effectiveness, N. Y.:McGraw-Hill.23.Flipo, J. P.(1986), Service Firms: Interdependence of External and Internal marketing Strategies, Journal of European Marketing, 20(8), 5-14.24.Fulk, J., and Wendler, E. R.(1982), Dimensionality of Leader-Subordinate Interactions: A Path-Goal Investigation, Organizational Behavior and Human Performance, 30, 241-264.25.Gallini, N. T. and N.A. Lutz, (1992), Dual Distribution and Royalty Fees in Franchising, The Journal of Law, Economics and Organization, 8(3), 471-501.26.George, W. R.(1977), The Retailing of Services-A Challenging Future, Journal of Retailing, 53(3), 91-95.27.George, W. R.(1990), Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level, Journal of Business Research, 20, 63-70.28.George, W. R. and C. Gronroos(1989), Developing Customer- Conscious Employees at Every Level- Internal Marketing, in Handbook of Services Marketing, Carole A. Congram and Margaret L. Friedman, eds., AMACOM, New York.29.Gerbing, D. W. and J. C. Anderson(1988), An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment, Journal of Marketing Research, 25(May), 186-192. 30.Greenberg, J. and Baron, R. A.(1993), Behavior in Organizations: Understanding and Managing the Human Side of Work, (4th ed.), 441-485.31.Greens, W. E., Gary D. Walls, and L. J. Schrest(1994), Internal Marketing: The Key to External Marketing Success, Journal of Services Marketing, 8(4), 5-13.32.Gronroos, C.(1981), Internal Marketing-An Integral Part of Marketing Theory, in Donnelly, J. H. and George, W. E., eds., Marketing of Services, American Marketing Association Proceedings Series, 236-238.33.Gronroos, C.(1984), A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18(4), 36-44.34.Gronroos, C.(1990), Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface, Journal of Business Research, 20, 3-11.35.Gronroos, C.(1994), From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing, Asia-Australia Marketing Journal, 2(1), 9-30.36.Gronroos, C.(2000), Service Management and Marketing-A Customer Relationship Marketing Approach, 2nd ed., New York: Wiley.37.Gummesson, E.(1992), Using Internal Marketing to Develop a New Culture-The Case of Ericsson Quality, Journal of Business and Industrial Marketing, 2(3), 23-28.38.Hair, J. F. Jr., R. E. Anderson, R. L. Tatham, W. C. Black(1998), Multivariate Data Analysis, 5th ed., New Jersey: Prentice Hall.39.Han, S.(1992), Antecedents of Buyer-Seller Long-Term Relationships: An Exploratory Model of Structural Bonding and Social Bonding, (Working Paper No.6-1992), University Park, PA, Institute for the Study of Business Markets, Pennsylvania State University.40.Heberlein, Thomas, Baumgartner Robert(1978), Factors Affecting Response Rates on Mailed Questionnaires: A Quantitative Analysis of the Published Literature, American Sociological Review, 43, 447-482.41.Heskett, J. L., T. O. Jones, G. W. Loveman, W. E. Sasser Jr., and L. A. Schlesinger(1994), Putting the Service-Profit Chain to Work, Harvard Business Review, March-April, 164-174.42.Heskett, J. L., W. E. Sasser Jr., and L. A. Schlesinger(1997), The Service Chain: How Leading Companies Link Profit and Growth Loyalty, Satisfaction, and Value, New York: Free Press.43.Heskett, James L.(1987), Lessons in the Service Sector, Harvard Business Review, 65,118-126.44.House, R. J.(1971), A Path-Goal Theory of Effectiveness, Administrative Science Quarterly, 16, 321-338.45.Hoy, W. K., and Miskel, C. G.(1987), Educational Administration(3rd ed.), N. Y.: Random House.46.Hunt, J. G., and Liebscher, V. K. C.(1973), Leadership Preference, Leadership Behavior and Employee Satisfaction, Organizational Behavior and Human Performance, 9, 59-77.47.Hunt, J. G., and Osborn, R. N.(1982), Toward a Macro-Oriented Modgl of Leadership: An Odyssey, in J. G.48.Hunt, U. Sekaran and C. Schriesheim(eds.), Leadership: Beyond Establishment Views, Carbondale, Illinois: Southern Illinois University Press.49.Johnson, E. M. and D. T. Seymour(1985), The Impact of Cross Selling on the Selling on the Service Encounter in Retail Banking, in John A. Czepiel, Michael R. Solomon, and Carol Surprenant(eds.), The Service Encounter: Managing Employee/Customer Interaction in Service Business, Lexington, MA: Lexington Books, 225-239.50.Johnson, E. M., E. E. Scheuing, and K. A. Gaida(1986), Profitable Services Marketing, Homewood, IL: Dow-Jones Irwin.51.Johnson, Michael P.(1978), Personal and Cognitive Features of the Dissolution of Commitment to Relationships In personal Relationships: Dissolving Personal Relationships, Ed. S. Duck. London, England: Academic Press.52.Jones, T. O., and W. E. Sasser, Jr.(1995), Why Satisfied Customers Defect, Harvard Business Review, 88-99.53.Joseph, W. B.(1996), Internal Marketing Builds Service Quality, Marketing Review, 16(1), 54-59.54.Jou, Jacob Yih-Hen, Yi-Ling Lin, and Cedric H, J, Wu(1999), The Relationship between the Internal Marketing Orientation and Organizational Commitment-Taking Nursing Personal as an Example, proceeding of 1999 International Conference on Comparative Management, Kaohsiung, National Sun Yat-sen University, 451-464.55.Kerr, S., and Jermier, J. M.(1978), Substitutes for Leadership: Their Meaning and Measurement, Organizational Behavior and Human Performance, 22, 375-403.56.Kotler, Philip(2000), Marketing Management, 10th ed., Upper Saddle River, NJ: Prentice Hall.57.Liljander, V. and Strandvik, T.(1995),The Nature of Customer Relationships in Services, in Advances in Services Marketing and Management, JAI Press, 4, 141-167.58.Lovelock, C.H. and R. F. Young(1979), Look to Consumers to Increase Productivity, Harvard Business Review, (May-June), 19-31.59.McCall, G. J.(1970), The Social Organization of Relationships, In G. J. McCall et al.(eds.), Social Relationships, 334, Chicago, IL. , Aldine Publishing Company.60.Mummalaneni, V., and D. Wilson, (1991), Modeling the Influence of A Close Personal Relationship on Buyer Commitment to A Supplier, ISBM Working Paper, University Park, PA: Pennsylvania State University.61.Nunnally, J. C.(1978), Psychometric Theory, N. Y.:McGraw-Hill.62.Perrins, J., S. Paradis and P. M. Bantion(1995),Dissolution of a Relationship: The Salesforce Perception, Industrial Marketing Management, 24, 317-327.63.Piercy, N. and N. Morgan(1991), Internal Marketing─The Missing Half of the Marketing Programme, Long Range Planning, 24(2), 82-93.64.Quester, P. G. and A. Kelly(1999), Internal Marketing Practices in the Australian Financial Sector: An Exploratory Study, Journal of Applied Management Studies, 8(2), 217-229.65.Rafiq, M. and P. K. Ahmed(1993), The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management, Journal of Marketing Management, 9, 219-232.66.Ravald, A. and Gronroos C.(1996), The Value Concept and Relationship Marketing, European Journal of Marketing, 30(2), 19-30.67.Reddin, W. J.(1970), Managerial Effectiveness, N. Y.: McGraw-Hill.68.Richardson, B. A. and C. G. Robison(1986), The Impact of Internal Marketing on Customer Service in a Retail Bank, The International Journal of Bank Marketing, 9,219-232.69.Robbins, S. P.(1996), Organizational Behavior: Concepts, Controversies, and Applications, 7th ed., Englewood Cliffs, N. J.: Prentice Hall.70.Roth, L. Philip, Bevier A. Craig(1998), Response Rates in HRM/OB Survey Research: Norms and Correlates, 1990-1994, Journal of Management, 24, 97-117.71.Rucci, A. J., S. P. Kirn, and R. T. Quinn(1998), The Employee-Customer-Profit Chain at Sears, Harvard Business Review, January-February, 83-97.72.Scanzoni, J.(1979), Social Exchanges and Behavioral Interdependence. In Social Exchange in Developing Relationships, R. L. Burgess and T. L. Huston, eds. New York: Academic Press, Inc. 73.Schriesheim, C. A., and DeNisi, A. S.(1981), Task Dimensions as Moderators of the Effects of the Instrumental Leadership: A Two Sample Replicated Test of Path-Goal Leadership Theory, Journal of Applied Psychology, 66(5), 589-597.74.Schriesheim, J. F., and Schriesheim, C. A.(1980), A Test of the Path-Goal Theory of Leadership and some Suggested Directions for Future Research, Personnel Psychology, 33, 349-370.75.Settoon, R.P., N. Bennett, and R. C. Liden(1996), Social Exchange in Organizations: The Differential Effects of Perceived Organizational Support and Leader Member Exchange, Journal of Applied Psychology, 81, 219-227.76.Sheth, J. N., and A. Parvatiyar,(1995), Relationship Marketing in Consumer Markets: Antecedents and Consequents, Journal of the Academy of Marketing Science, 23, 255-271.77.Simmel, Georg(1959), The Sociology of Sociability, translated by Everett C. Hughes, American Journal of Sociology, 55, 254-261.78.Smith, Brock(1998), Buyer-Seller Relationships: Bonds, Relationship Management, and Sex-Type, Canadian Journal of Administrative Sciences, 15, 76-92.79.Steers, R. M.(1977), Organizational Effectiveness: A Behavioral View, Santa Monica, Califor: Goodyear.80.Stogdill, R. M.(1974), Handbook of Leadership: A Survey of the Literature, New York: Free Press.81.Storbacka, K., Strandvik T. and Gronoos C.(1996), Managing Customer Relationships for Profit: The Dynamics of Relationship Quality, International Journal of Service Industry Management, 5(5), 21-38.82.Szilagyi, A. D., and Wallace, M. J.(1987), Organizational Behavior and Performance, 4th ed., Glenview, Illinois: Scott, Foresman and Co..83.Tansuhaj, P., D. Randall, and J. McCullough(1991), Applying the Internal Marketing Concept within Large Organizations: As Applied to a Credit Union, Journal of Professional Services Marketing, 6(2), 193-203.84.Thibaut, J. W., and H. H. Kelley(1959), The Social Psychology of Groups, New York, NY: John Wiley.85.Tichy, N. M. and Devanna, M. A.(1986)The Transformational Leader, Training and Development Journal, July, 27-32.86.Turner, R. H.(1970), Family Interaction, New York, NY: John Wiley.87.Vroom, V. H., and Yetton, P. W.(1973), Leadership and Decision-Making, Pittsburgh, PA: University of Pittsburgh Press.88.Wasmer, D. J. and G. C. Bruner Ⅲ(1991), Using Organizational Culture to Design Internal Marketing Strategies, The Journal of Services Marketing, 5(1), 35.89.Weitz, B. A.(1981), Effectiveness of Sales Interaction: A Contingency Framework, Journal of Marketing, 45(Winter), 85-103.90.Wison, D. T. and Mummalaneni, V.(1986), Bonding and Commitment in Buyer-Seller Relationships: A Preliminary Conceptualisation, Industrial Marketing and Purchasing, 1(3), 44-58.91.Wilson, D. T.(1995), An Integrated Model of Buyer-Seller Relationships, Journal of the Academy of Marketing Science, 23, 335-345.92.Yammarino Francis, Skinner Steven and Childers Terry(1991), Understanding Mail Survey Response Behavior: A Meta-Analysis, Public Opinion Quarterly, 55, 613-639.93.Yukl, G. A.(1989), Leadership in Organizations,(2nd ed.). Englewood Cliffs, N. J: Prentice-Hall.94.Yukl, G.(1994), Leadership in Organizations, N. J: Prentice-Hall.95.Zeithaml, V. A. and M. J. Bitner(1996), Services Marketing, McGraw-Hill Book Co.96.Zeithaml, V. A., L. L. Berry and A. Parasuraman(1998), Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing, 52(April), 35-48.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊