臺灣博碩士論文加值系統

隨著知識經濟時代的來臨，人才對企業之重要性，比起以往大幅提升很多；企業的規模與前途，取決於人才多寡及優良與否等因素。如果說「人才」是企業的無形資產，則「文化」就好比是企業的CEO，當企業面臨全球經濟情勢大幅波動及無國界經營環境，若能將內部行銷與企業文化相結合，將可使企業更具國際競爭力。本研究是基於「公司具有較強烈的企業文化，則內部員工就會有較高的工作滿足及組織承諾」此論點為前提，以工作滿足與組織承諾為中介變數，探討企業文化、內部行銷、與工作績效三者之間的關聯性。
截至2005年止，已有約585萬人從事服務業，總就業人口的58.31％，服務業的產值則佔GDP 69.34%（行政院主計處）；國人出國人數已達820萬人，來台人數則為337萬人，觀光外匯收入將近五億美元，均較去年同期成長，而從事導遊工作的人則已突破5000人，較去年同期成長67.2%（交通部觀光局）。因此本研究選定旅遊業中，負責籌劃旅遊行程之旅行社員工為研究對象，選取七大綜合旅行社，採便利抽樣方式，將所得資料經信度與效度分析後，再以典型相關分析及結構方程模式進一步驗證所提出之理論架構，研究結果如下：
1.內部行銷、企業文化與工作績效無直接相關，其餘各構面間均具有正向關係。
2.內部行銷、企業文化透過工作滿足與組織承諾，對工作績效產生正向的間接影響效果。
3.研究發現將內部行銷融入企業文化中，對員工之工作滿足與組織承諾有加分的效果，對工作績效之影響也較大。
4.企業推行內部行銷活動，以氏族型文化之影響效果最大。

The time of Knowledge-based Economy is coming, so for a corporation people is more important than before. The scale and prospect of a corporation are subject to the quantity and quality of the people. If people are the most precious intangible asset, then culture will play the role of CEO. When corporate culture is well established, the continuous practices of internal marketing can assure employee’s job performance. Therefore, the combination of aggressive internal marketing and sound corporate culture could increase the competitive advantage. This study bases on the argument ”the stronger corporate culture a company has, the higher job satisfaction and organization commitment will be.” This paper uses job satisfaction and organization commitment as mediator to explore the interrelationships of corporate culture, internal marketing and job performance.
Up to 2005, the population in the service industry already reached 5.85 millions, which was 58.31% of the total employment population. The output value of the service industry took a share of 69.34% of GDP. The number of nationals’ outbound departures was 8.2 millions, while the numbers of visitors arriving in Taiwan was 3.37 millions. The visitors’ expenditure almost reached five billion US dollar. Both the numbers of visitors and expenditure increased from those of the same period in the previous year. There were over five thousand workers in the tour-guide field, which increased 67.2% from that of the previous year. Therefore, this research targets on those employees of the top seven comprehensive travel agencies, who are in charge of trip planning, in the tourism industry. It adopts a methodology of convenience sampling. After analyzing the reliability and validity of the obtained data, and further verifying the theoretical structure by canonical correlation analysis and structural equation modeling, the results are summarized as below:
1.There is no direct correlation among internal marketing, corporate culture and job performance. The other aspects have significantly positive correlations to one another.
2.A positive and indirect effect on job performance results from internal marketing and corporate culture through job satisfaction and organization commitment.
3.The research also discovered that internal marketing blending into corporate culture enhances employees’ job satisfaction and organization commitment and has bigger impact on job performance.
4.While the corporate introduces any internal marketing activity, the clan culture has the best effect.

目　　次
摘要 iv
誌謝 vii
目次 viii
表目錄 x
圖目錄 xiii
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.4 研究範圍與對象 3
1.5 研究流程 7
第二章 文獻探討 9
2.1 內部行銷 9
2.2 企業文化 25
2.3 組織承諾 32
2.4 工作滿足與工作績效 39
2.5 各構面間之關聯性探討 48
第三章 研究方法 56
3.1 研究架構與研究假設 56
3.2 研究變項之操作性定義與測量工具 58
3.3 問卷設計與抽樣方法 60
3.4 資料分析方法 62
第四章 研究結果與討論 67
4.1 研究變項描述性統計分析 67
4.2 問卷之信度與效度分析 70
4.3 個人屬性變項與各構面之差異分析 84
4.4 典型相關分析 88
4.5 線性結構關係模式（LISREL）分析 90
4.6 小結與討論 112
第五章 結論與建議 114
5.1 研究發現與結論 114
5.2 學術與管理意涵 116
5.3 研究限制與後續研究建議 118
參考文獻 120
附錄

一、中文部份：
1.丁虹，企業文化與組織承諾之研究，政治大學企業管理研究所博士論文，民76年。
2.王保進，多變量分析－套裝程式與資料分析，高等教育文化事業有限公司，民93年。
3.交通部觀光局網站 http://www.tbroc.gov.tw。
4.行政院主計處網站 http://www.dgbas.gov.tw。
5.何永福、楊國安，人力資源策略管理，台北：三民書局，民84年。
6.吳三江，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，中山大學人力資管理研究所碩士論文，民90年。
7.吳知賢，「組織文化剖析」，研考雙月刊，第十八卷，第二期，頁45-60，民83年。
8.吳萬益、林清河，企業研究方法，華泰圖書出版公司，民90年。
9.呂慈恩，內部行銷對知識管理影響之研究－以新竹科學園區資訊電子產業為例，實踐大學企業管理研究所碩士論文，民91年。
10.巫喜瑞，服務業內部行銷導向、組織支持、工作滿足與顧客導向間關係之研究－銀行業之例，國立中山大學企業管理研究所博士論文，民90年。
11.李元墩、陳啟光、鍾志明、林育理，台灣企業員工組織承諾衡量之研究，展望新世紀國際學術研討會論文集，銘傳大學，台北，頁105-132，民89年。
12.李宜珍，內部行銷及員工工作滿足對員工顧客導向影響，國立交通大學管理科學學程碩士論文，民91年。
13.李是惠，內部行銷作為影響顧客導向行為之研究-以S公司量販店為例，國立中山大學人力資源管理研究所碩士論文，民91年。
14.沈洸洋，非營利組織志工內部行銷之研究，義守大學管理科學研究所碩士論文，民91年。
15.周逸衡、巫喜瑞，「內部行銷導向在醫院護理人員管理上之應用」，醫院， 第34期，頁44-56，民90年。
16.房美玉，半導體產業人力資源管理與組織競爭力之研究：由人力資源管理與薪酬制度對工作動機及工作表現的角度來探討，台北：行政院國家科學會專題研究，民89年。
17.林營松，組織承諾及其影響因素對組織後果之研究-以楠梓加工出口區員工，國立中山大學企業管理研究所碩士論文，民83年。
18.邱皓政，社會與行為科學的量化研究與統計分析：SPSS，中文視窗版資料分析範例解析，雙葉書廊有限公司，台北，民89年。
19.邱皓政，結構方程模式─LISREL 的理論、技術與應用，雙葉書廊有限公司，台北，民92年。
20.施振榮，願景與企業文化，大塊文化，民89年。
21.柯惠玲，工作滿意、工作績效與離職傾向之關係研究，政治大學企業管理研究所碩士論文，民78年。
22.洪春吉，「臺灣地區中、美、日資企業之企業文化與領導行為關係之比較」，屏東科技大學，第八卷，第二期，頁157-172，民88年。
23.胡美琳，非營利事業機構組織文化、轉換型領導與員工工作態度關係之研究─以南部七縣市政府為例，長榮管理學院經營管理研究所碩士論文，民90年。
24.孫傳宗，銀行業內部行銷作為與員工工作態度之衡量工具研究，南台科技大學資訊管理研究所碩士論文，民93年。
25.徐士堯，主管領導風格對新舊人類工作族群的工作滿足暨組織承諾的影響，大同工學院事業經營研究所碩士論文，民88年。
26.徐永昌，企業願景、企業文化、員工生涯發展與組織承諾之關係研究-以台灣製造業為例，國立成功大學企業管理學系碩士論文，民89年。
27.党秦武，內部行銷作為、情緒能力、工作士氣及專業承諾對工作績效關聯性之研究－以南科廠商行政人員為例，南華大學管理科學研究所碩士論文，民93年。
28.張淼江，兩岸員工工作價值觀、工作滿意與工作績效關係之研究－以定期貨運運送業為例，國立成功大學交通管理科學研究所碩士論文，民92年。
29.張嘉娟，員工內部行銷知覺、企業文化差異知覺與組織承諾之關聯性研究—以集團企業子公司員工為研究對象，中原大學企業管理研究所碩士論文，民93年。
30.張峯銘，薪資制度、組織承與工作績效關係之研究—以鍋爐製造業為例，中山大學人力資源管理研究所碩士論文，民92年。
31.梁殷禎，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—以旅館業為例，中山大學企業管理研究所碩士論文，民88年。
32.許士軍，「工作滿足、個人特徵與組織氣候-文獻探討及實證研究」，國立政治大學學報，第35期，頁13-56，民66年。
33.連淑君、余德成，「」資制度、責任感與工作績效之研究」，人力資源管理學報，第四卷，第二期，頁47-59，民93年。
34.郭振生，內部行銷導向、組織承諾、工作滿意與學校效能關係之研究－以台南地區國民小學為例，南華大學管理研究所碩士論文，民92年。
35.陳文宗，內部行銷與領導風格對工作滿意度及顧客導向行為影響之研究;以桃園縣消防局為例，元智大學管理研究所碩士論文，民92年。
36.陳吳政，組織文化、領導行為、工作滿足與組織承諾之關係研究－以嘉南地區銀行為例，國立成功大學企業管理學系(EMBA)碩士論文，民91年。
37.陳明國，我國壽險業務人員工作生活品質、組織承諾及工作績效相關性之研究，朝陽科技大學保險金融管理研究所碩士論文，民93年。
38.陳明賢，員工工作滿意與工作績效關係之研究--以我國半導體製造業之國防役人員為例，交通大學管理科學研究所碩士論文，民92年。
39.陳耀茂，共變異數構造分析的AMOS使用手冊，鼎茂圖書出版股份有限公司，台北，民93年。
40.陳耀茂，多變量分析的SPSS使用手冊，鼎茂圖書出版股份有限公司，台北，民93年。
41.陸鵬程，大台北地區加油站員工工作滿足與組織承諾之探討，政治大學企業管理研究所碩士論文，民70年。
42.彭懷中譯，河野豐弘原著（1992），改造企業文化，遠流，台北，民83年。
43.黃杏文，內部行銷導向為與組織承諾關係之研究－以護理人員為例，中山大學企業管理研究所碩士論文，民87年。
44.黃芳銘，結構方程模式：理論與應用，五南圖書出版股份有限公司，台北，民93年。
45.黃俊英、林震岩，SAS精析與實例（初版），華泰書局，臺北市，民83年。
46.黃盈裕、林政隆，台灣內部行銷發展沿革之初探，2004年中華民國商業流通研討會，國立高雄第一科技大學，頁605-620，民93年。
47.黃英忠，人力資源管理，台北：三民書局，民86年。
48.黃國隆，「中學教師的組織承諾與專業承諾」，政治大學學報，卷53，頁55-84，民75年。
49.黃淑琴，台灣壽險業內部行銷與經營績效之關聯性探討，靜宜大學企業管理學系碩士論文，民89年。
50.黃營杉、齊德彰，「服務業內部行銷、企業文化、工作滿足與經營績效間關聯性之研究－以台灣國際觀光旅館為例」，管理與系統，第11卷，第4期，頁485-507，民93年。
51.楊慧華，企業文化、企業願景、經營策略與經營績效之關係研究－以台灣國際觀光旅館為實證, 成功大學企業管理研究所碩士論文，民91年。
52.廖俊芳，銀行第一線員工對公司內部行銷作為知覺與顧客導向關係之研究－外商銀行實例，國立中山大學企業管理學系研究所碩士論文，民90年。
53.齊德彰，服務業內部行銷導向、工作滿足與工作績效之關係－台灣國際觀光旅館為實證，國立台北大學企業管理學研究所博士論文，民92年。
54.劉宗其，服務業傳遞系統與行銷策略之研究，國立成功大學企業管理研究所，國家科學委會，民90年。
55.蔡文皇，員工協助方案對員工工作滿意與組織承諾之影響，國立成功大學工業管理研究所碩士論文，民87年。
56.蔡林亮，勞工工作價值觀、組織氣候與工作滿意度之關係做研究－以嘉義地區製造業勞工為例，中正大學未出版碩士論文，民82年。
57.鄭永忠，大型醫院組織文化、組織運作、經營管理及經營績效之關係研究，國立成功大學企業管理研究所碩士論文，民85年。
58.鄭伯壎，「組織文化價值觀的數量衡鑑」，中華心理學報，32 期，頁31-49，民79年。
59.鄭竣文（，企業文化、管理風格、經營策略及經營績效之關係研究－以臺灣及大陸兩地之中美日企業為例，國立成功大學企業管理研究所碩士論文，民84年。
60.蕭富峰，內部行銷，天下文化，台北，民86年。
61.鍾梁權，組織文化與績效評估制度之關聯性研究-以台灣地區資訊服務業為例」，國立台灣科技大學管理研究所碩士論文，民91年。
62.韓建玲，內部行銷對顧客導向行為影響之研究—以民營銀行業為例，國立中山大學人力資源管理研究所碩士論文，民86年。


二、西文部份：
1.Allen, N. J. and Meyer, J. P., “The Measurement and Antecedents of Affective Continuance, and Normative Commitment to the Organization,” Journal of Occupational Psychology, Vol. 63, 1990, pp. 1-18.
2.Anderson, J. C. and Gerbing, D. W., “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, Vol. 103, No. 3, 1988, pp. 411-423.
3.Ansoff, H. I., Strategic Management, London: MaCmillan, 1979.
4.Arthur, J. B., “Effects of human resource systems on manufacturing performance and turnover,” Academy of Management Journal, Vol. 37, 1994, pp. 670-687.
5.Babin Barry J., James S. Boles, “The Effects of Perceived Co-worker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction,” Journal of Retailing, Vol. 72, 1996, pp. 53-65.
6.Bagozzi, R. P., and Y. Yi, “On the evaluation of structural equation models,” Academy of Marketing Science, Vol. 16, No. 4, 1988, pp. 74-94.
7.Bak, C. A., Vogt, L. H., George, W. R., and Greentree, I. R., “Management by team: an innovative tool for running a service organization through internal marketing,” Journal of Services Marketing, Vol. 8, No. 1, 1994, pp. 37-47.
8.Bansal, Harvir S., Morris B. Mendelson, and Basu Sharma, “The impact of internal marketing activities on external marketing outcomes,” Journal of Quality Management, Vol. 6, 2001, pp. 61-76.
9.Bateman, T. S., and Strasser, S., “A cross-lagged regression test of the relationship between job tension and employee satisfaction,” Journal of Applied Psychology, Vol. 68, No. 3, 1983, pp. 439-445.
10.Berry, L. L., and Parasuraman A., Marketing Services: Competing Through Quality, New York, The Free Press, 1991.
11.Bowin, Robert B., and Donald F. Harvey, Human Resource Management: An Experiential Approach. 2nd ed., New Jersey: Prentice-Hall Inc, 2001.
12.Brett, J. F., Cron, W. L. and Slocum JR., J.W., “Economic Organization Commitment and Performance,” Academy of Management Journal, Vol. 38, No. 1, 1995, pp. 261-271.
13.Brewer, A., Managing for employee Commitment. Sydney: Longman, 1993.
14.Brooke, P. P., Russell, D.W., and Price, J. L., “Discriminate validation of measures of job satisfaction, job involvement, and organizational commitment,” Journal of Applied Psychology, Vol. 73, No. 2, 1988, pp. 139-145.
15.Cahill, D. J., “The Managerial Implicational of the Learning Organization: A New Tool of Internal Marketing,” Journal of Service Marketing, Vol. 9, No. 4, 1995, pp. 43-51.
16.Cahill, D. J., Internal Margeting: Your company’s next stage of Growth, Binghamton, N.Y. and London: Haworth Press, 1996.
17.Cameron, K. S., Culture Congruence Strength and Type Relationship to Effective. In Robert. E. and Quinn. Beyond Rational Management, 1985, pp. 142-143.
18.Campbell, J. P., “Modeling the performance prediction problem in industrial and organizational psychology,” In M. D. Dunnette and L. M. Hough (Eds.), Handbook of industrial and organizational psychology(2nd ed.), Vol. l, pp. 687-732. Pale Alto, CA : Consulting Psychologists Press, 1990.
19.Carmeli, Abraham and Anat Freund, “Work commitment, Job satisfaction, and Job performance: An empirical Investigation,” International Journal of Organization Theory and Behavior, Vol. 7, No. 3, 2004, pp. 289-309.
20.Chen, Li Yueh, “Examining the Effect of Organization Culture and Leadership Behaviors on Organizational Commitment, Job Satisfaction, and Job Performance at Small and Middle-sized Firms of Taiwan,” Journal of American Academy of Business, Cambridge, Vol. 5, No. 1/2, 2004, pp. 432-438.
21.Chowdhary, N., “Learning to Service: CUTSA Transportes,” The Management Case Study Journal, Vol. 3, No. 1, 2003, pp. 20-33.
22.Collins, Brett and Adrian Payne, “Internal Marketing：A New Perspective for HRM,” European Management journal, Vol. 9, No. 3, 1991, pp. 261-270.
23.Conduit J, Mavondo FT, “How critical is internal customer orientation to market orientation?” Journal of Business Research, Vol. 51, No. 1, 2000, pp. 11-24.
24.Day, G.. S., Nedungadi P., “Managerial representations of competitive advantage,” J Mark, Vol. 58, 1994, pp. 31-44.
25.Deal, E. and Kennedy. A., Corporate Culture（Reading）. Mass: Addison- Wesley, 1982.
26.Denison, D., and Mishra, A., “Toward a theory of organizational culture and effectiveness,” Organization Science, Vol. 6, 1995, pp. 204-224.
27.Denison, Daniel R., “Bringing Corporate Culture to the Bottom Line,” Organizational Dynamics, Vol. 13, No. 2, 1984, pp. 5-22.
28.Dossett, D. L., and Suszko, M., Re-examining the causal direction of job satisfaction and organizational commitment. Paper presented at the annual meeting of Society for Industrial and Organizational Psychology, Miami, FL, 1990.
29.Etzioni, A., A Comparative Analysis of Complex Organizations, New York: Free Press, 1961.
30.Gatewood R. D. and H. S. Field., Human Resource Selection, TX: The Dryden, 1998.
31.George, W. R., and Gronroos C., 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, 1989.
32.George, W. R., and Gronroos, C., Developing customer-conscious employees at every level: internal marketing, In: C. A. Congram (Ed.), AMA handbook of marketing for the service industries, New York: American Marketing Association, 1991, pp. 85-100.
33.Goffee, R. and Jones, G., The Character of a Corporation. New York: Harper Business, 1998, pp. 21.
34.Greene, W. E., Walls G. D. and Schrest L. J., “Internal marketing – the key to external marketing success,” Journal of Service Marketing, Vol. 8 , No. 1, 1994, pp. 5-13.
35.Gregson, T., “An investigation of the causal ordering of job satisfaction and organizational commitment in turnover models in accounting,” Behavioral Research In Accounting, Vol. 4, 1992, pp. 80-95.
36.Gronroos, C., Internal marketing – and integral part of marketing theory, In: J. H. Donnely, and W. R. George (Eds.), Marketing of services, Chicago: American Marketing Association, 1981, pp. 236-238.
37.Gronroos, C., Service management and Marketing — Managing the Moments of Truth in Service Competition, U.S.：Lexington Books, 1990.
38.Gronroos, C., Service Management and Marketing—A Customer Relationship Management Approach, 2nd ed., New York: Wiley, 2000, pp. 340-344.
39.Hackman, J. R., and Oldham, G. R., “Development of the job diagnostic survey,” Journal of Applied Psychology, Vol. 60, 1975, pp. 159-170.
40.Hall, D. T., Schneider, B., and Nygren, H. T., “Personal Factor in Organization Identification,” Administrative Science Quarterly, Vol. 15, 1970, pp. 179-189.
41.Hallowell Roger, Leonard A. Schlesinger, and Jeffrey Zornitsky, “Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management,” Human Recourse Planning, Vol. 19, No. 2, 1996, pp. 20-31.
42.Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. Jr., and Schlesinger, L. A., “Putting the service-profit chain to work,” Harvard Business Review, 1994, pp. 164-174.
43.Hoeg, J. T., “Human Resources versus Personel,” Personnel, Vol. 64, No. 5, 1987, pp. 72-73.
44.Hofstede, G., Neuijen, B., Ohayv, D. D., and Sanders, G., “Measuring organizational cultures：a qualitative and quantitative study across twenty cases,” Administrative Science Quarterly, Vol. 35, 1990, pp. 286-316.
45.Hoppock, R., Job satisfaction, New York : Happer & Row, 1935.
46.Hrebiniak, L. G., and Allutto, J. A., “Personal and Role-Relate Factors in the Development of Organizational Commitment,” Administrative Sciences Quarterly, Vol. 17, 1972, pp. 555-573.
47.Huselid, M. A., “The impact of human resource management practices on turnover productivity, and corporate financial performance,” Academy of Management Review, Vol. 38, 1995, pp. 635–672.
48.Jobber D., Principles and practices of marketing, London: McGraw-Hill, 1995.
49.Johnson, E. M., Scheuing E. E., and Gaida K.A., Profitable Services Marketing, Homewood, IL：Dow-Jones Irwin, 1986.
50.Joseph, W. B., “Internal marketing builds service quality,” Journal of Health Care Marketing, Vol. 16, No. 1, 1996, pp. 54–64.
51.Kanter, R. M., “Commitment and Social Organization: A Study of Commitment Mechanisms in Utopian Communities,” American Sociological Review, Vol. 33, 1968, pp. 499-517.
52.Katzell, R. A., Thompson, D. E. and Guzzo, R. A., How job satisfaction and job performanceare and are not linked. In Cranny, C. J., Smith, P. C. and Stone, E. F. (Eds), Job Satisfaction, Lexington Books, New York, NY, 1992.
53.Kenneth Bernhardt L., Naveen Donthu, Pamela A. Kennett, “A Longitudinal Analysis of Satisfaction and Profitability,” Journal of Business Research, Vol. 47, 2000, pp. 161-171.
54.Kohli, A. K., and Jaworski, B. J., “Market orientation: the construct, research propositions, and managerial implications,” Journal of Marketing, Vol. 54, April, 1990, pp. 1–18.
55.Kotler, P., “A Generic Concept of Marketing,” Journal of Marketing, Vol. 36, April, 1972, pp. 346-354.
56.Kotler, P., Marketing management. Englewood Cliffs, NJ: Prentice-Hall, 1994.
57.Koys, Daniel J., “How the Achievement of Human-resources Goals Drives Restaurant Performance,” Cornell Hotel and Restaurant Administration Quarterly, February, 2003, pp. 17-24.
58.Kristof, A., “Person-organization fit: an integrative review of its conceptualizations, measurement and implications”, Personnel Psychology, Vol. 49, No. 1, 1996, pp. 1-49.
59.Ledford, G. E. Jr., and Mohrman, S. A., “Self-design for high involvement: a large-scale organizational change,” Human Relations, Vol. 46, 1993, pp. 143–173.
60.Lee, K. J. Stew and Kelvin Yu, “Corporate culture and organizational performance,” Journal of Managerial Psychology, Vol. 19, No. 4, 2004, pp. 340-359.
61.Lings, Ian N., “Internal market orientation Construct and consequences,” Journal of Business Research, Vol. 57, 2004, pp. 405-413.
62.Locke, E. A., The nature and causes of job satisfaction. In M. D. Dunrette (ed) Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally, 1976, pp. 1297-1350..
63.Lyons, J. L., Lapin, K. and Young, B., “A Study of Job Satisfaction of Nursing and Allied Health Graduates From A Mid-Atlantic University,” Journal of Allied Health, Spring, Vol. 32, No. 1, 2003, pp. 10-17.
64.Mahajan, V., Varadarajan, P., and Kerin, R., Metamorphosis in Strategic Market Planning. In Contemporary Views on Marketing Practice, ed. G. Frazier and J. Sheth. Lexington, MA: Lexington Books, 1985.
65.Mohrman, S. A., and Lawler, “Transforming the human resource function,” Human Resource Management, Vol. 36, No. 1, 1997, pp. 157-162.
66.Morris, J. H. and Sherman, J. D., “Generalizability of Organizational Commitment Model,” Academy of Management Journal, Vol. 24, No. 3, 1981, pp. 512-526.
67.Morrison, E. C., “Organizational citizenship behavior as a critical link between HRM practices and service quality,” Human Resource Management, Vol. 35, 1996, pp. 493–512.
68.Mowday, R.T., Porter, L.W. and Steers, R.M., Employee-Organization Linkages, N.Y.：Academic Press, 1982.
69.Narver, J. C., and Slater, S. F., “The effect of a market orientation on business profitability,” Journal of Marketing, October, 1990, pp. 20–35.
70.Nebeker D., Busso L., Werenfels P. D., Diallo H., Czekajewski A., Ferdman B., “Airline Station Performance as a Function of Employee Satisfaction,” Journal of Quality Management, Vol. 6, 2001, pp. 29-45.
71.Nerkar, A. A., McGrath, R. G., and MacMillan, I. C., “Three facets of satisfaction and their influence on the performance of innovation teams,” Journal of Business Venturing, 1996, pp. 167-188.
72.O’Reilly CAIII, Chatman J, and Caldwell DE, “People of Organizational Culture: A Profile Comparison Approach to Assessing Person-Organization Fit,” Academy of Management Journal, Vol. 34, 1991, pp. 487-516.
73.O’Reilly, C., Corporations, culture and organizational culture: Lessons from Silicon Valley Firms. Presented at the Academy of Management. Mtgs. Dallas, Tex. 1983.
74.Opricovic, S., Multi-Criteria Optimization of Civil Engineering Systems, Faculty of Civil Engineering, Belgrade, 1998.
75.Parasuraman, A., V. A. Zeithaml, and L. L. Berry, “A Conceptual Model of Service Quality and it Implication for Future Research,” Journal of Marketing, Vol. 49, 1985, pp. 41-50.
76.Pettigrew, A. M., “On studying organizational cultures,” Administrative Science Quarterly, Vol. 24, 1979, pp. 570-581.
77.Pfeffer, J., “Producing sustainable competitive advantage through the effective management of people,” Academy of Management Executive, Vol. 9, 1995, pp. 55–72.
78.Pfeffer, J., “Seven practices of successful organizations,” California Management Review, Vol. 40, 1998, pp. 96–124.
79.Piercy N. F., “Customer satisfaction and the internal market: marketing our customers to our employees,” J Mark Pract Appl Mark Sci, Vol. 1, No. 1, 1995, pp. 22-44.
80.Pool, S. W., “Organisational culture and its relationship between job tension in measuring outcomes among business executives,” Journal of Management Development, Vol. 19, No. 1, 2000, pp. 32-49.
81.Porter, L. W., and E. E. Lawler, Managerial Attitudes and Performance, Homewood, Illinois：Dorsey Press, 1968.
82.Porter, L. W., and Lawler, E. E., III, “Properties of organization structure in relation to job attitudes and job behavior,” Psychological Bulletin, Vol. 64, 1965, pp. 23-51.
83.Proter, L. W. Steers, R. M. and Mowday, R. T., “Organizational Commitment, Job Satisfaction and Turnover Among Psychiatric Technicians,” Journal of Applied Psychology, Vol. 59, No. 5, 1974, pp. 603-609.
84.Rafiq, M. and Ahmed P. K., “The scope of internal marketing: defining the boundary between marketing and human resource management,” Journal of Marketing Management, Vol. 9, 1993, pp. 219-232.
85.Randall, D.M., “Commitment and the Organization：The Organization Man Revisited,” Academy of Management Review, Vol. 12, No. 3, 1987, pp. 462.
86.Rashid, Md. Z. A., Ssmbasivan, M. and Johari, J., “The influence of corporate culture and organizational commitment on performance,” Journal of Management Development, Vol. 22, No. 8, 2003, pp. 708-728.
87.Reichers, A. E., “A review and reconceptualization of organizational commitmet,” Academy of Management Review, Vol. 12, 1985, pp. 460-471.
88.Robbins, S. P., Organization Theory: Structure Design and Application (3rd ed.), N J：Pretence Hall, Ch 4, 1990.
89.Robbins, S. P., Organizational Behavior, Englewood Cliffs, New Jersey Prentice -Hall International Inc, 1996.
90.Rust, R. T., Zahorik, A. J., and Keiningham, T. L., “Service marketing,” New York: Harper Collins College Publishers, 1996.
91.Sadri, G, and Lees, B., “Developing corporae culture as a competitive advantage,” Jouranl of Management Development, Vol. 20, No. 10, 2001, pp. 853-859.
92.Sasser, W.E., “Match Supply and Demand in Service Industries,” Harvard Business Review, Vol. 54, No. 3, 1976, pp. 133-140.
93.Schein, E. H., Organizational Culture and Leader（2nd.ed.）. San Francisco：Jossey- Bass Publishers, 1992.
94.Schneider, B., Organizational climate and culture, San Francisco: Jossey- Bass, 1990.
95.Seashore, S. E., and T. D. Taber, “Job Satisfaction and Their Correlation,” American behavior and Scientists, Vol. 18, 1975, pp. 333-368.
96.Silverthorne, Colin, “The impact of organizational culture and person- organization fit on organizational commitment and job satisfaction in Taiwan,” Leadership & Organization Development Journal, Vol. 25, No. 7, 2004, pp. 592-599.
97.Slater, S. F., and Narver, J. C., “Does competitive environment moderate the market orientation–performance relationship?” Journal of Marketing, Vol. 58, 1994, pp. 46–55.
98.Smith, P. C., Kendall, L. M., and Hulin, C. L., The measurement of satisfaction in work and retirement. Chicago: Rand McNally, 1969.
99.Sonnenfeld, J. A., Managing Career Systems Channeling ：The Flow of Executive Careers, Homewood, IL: Irwin, 1989.
100.Spector, P. E., “Measurement of Human Service Staff Satisfaction: Development of the Job Satisfaction Survey,” American Journal of Community Psychology, Vol. 13, No. 6, 1985, pp. 693-713.
101.Stauss, B., Schulze, H. S., “Internal Marketing,” Market ZFP, Vol. 3, 1990, pp. 149-158.
102.Staw, B. M., “Commitment to A Policy Decision :A Multitheoretical Perspective,” Administrative Science Quarterly, Vol. 23, 1977, pp. 40-64.
103.Steers, R. M., “Antecedents and outcomes of organizational commitment,” Administrative Science Quarterly, Vol. 22, 1977, pp. 46-56.
104.Stershic, S., New Imperative for Service Management, Marketing News, May, 1994, pp. 22-23.
105.Stevens, J.M., Beyer, J.M. and Trice, H.M. “Assessing Personal, Role and Organization Predictors of Managerial Commitment,” Academy of Management Journal, Vol. 21, No. 1, 1978, pp. 382.
106.Tansuhaj, P., Randall D., and McCullough J., “A service marketing management model：integrating internal and external marketing functions,” The Journal of Service Marketing, Vol. 2, No. 1, 1988, pp. 31-38.
107.Thomas, D. R. E., “Strategy is Different in Service Industries,” Harvard Business Review, Jul-Aug, 1978, pp. 160.
108.Turner, B. J., Visualizing the transformation process, In: M. Kaminski, D. Bertelli, M. Moye, and J. Yudken (Eds.), Making change happen: six cases of unions and companies transforming their workplaces. Washington, DC: Work and Technology Institute, 1996.
109.Van Scotter, James R., “Relationship of Task Performance and Contextual Performance with Turnover, Job Satisfaction, and Affection Commitment,” Human Resource Management Review, Vol. 10, 2000, pp. 79-95.
110.Venkatraman, N., “Measurement of Business Performance in Strategy Research: A Comparison of Approaches,” Academy of Management Review, Vol. 11, 1986, pp. 801-804.
111.Wallach, E.J., “Individuals and organizations：The culture match,” Training and Development Journal, February, 1983, pp. 57-66.
112.Wasmer, D. J., and Gordon C. Bruner II, “Using Organizational Culture to Design Internal Marketing Strategies,” The Journal of Services Marketing, Vol. 5, No. 1, 1991, pp. 35-46.
113.Weiss, D. J., Dawis R. V., England G. W., and Lofquist L. H., Manual for the Minnesota Satisfaction Questionnaire, University of Minnesota, Minneapolis, 1967.
114.Weissenberg, P., and Gruenfeld, L. W., “Relationship between Job Satisfaction and Job Involvement,” Journal of Applied Psychology, Vol. 52, No. 6, 1968, pp. 469-473.
115.White, M. M., Parks, J. M. and Gallagher, D. G., “Validity for the organizational commitment questionnaire in the Japanese corporate culture,” Educational and Psychological Measurement, Vol. 55, No. 2, 1995, pp. 278-290.
116.Whyte, W. H., The Organizational Man. New York：Simon and Schuster, 1956.