(3.237.97.64) 您好!臺灣時間:2021/03/03 04:11
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:::

我願授權國圖
: 
twitterline
研究生:謝振維
研究生(外文):Hsieh chen wei
論文名稱:內部行銷、服務導向公民行為及品牌權益之研究
論文名稱(外文):The research of Internal Marketing,Service-Oriented Or-ganizational citizenship behaviors and Brand Equity
指導教授:楊濱燦楊濱燦引用關係
指導教授(外文):Bin-Tsann Yang
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際企業管理研究所碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2008
畢業學年度:96
語文別:中文
論文頁數:125
中文關鍵詞:內部行銷服務導向公民行為品牌權益
相關次數:
  • 被引用被引用:1
  • 點閱點閱:359
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:1
本研究問題是探討內部行銷(Internal Marketing, IM)、服務導向公民行為(Service-Oriented Organizational citizenship behaviors)與品牌權益(Brand Equity)之關係,經由間接文獻之引用及邏輯之推理,發現三者之關係有必要進一步釐清。
本研究是透過郵寄問卷(questionnaires survey)的方式,請服務業接觸外部顧客之服務員工(customer-contact employees),就是所謂內部顧客(internal customers) 幫忙填寫。總共寄發了300份問卷,請接觸顧客的員工對該公司內部行銷與公司品牌權益之看法,進行填答。總共回收230份,去除無效問卷沒填寫完成者2份,總共有效問卷為228份,回收率為76%。
結果本研究發現,內部行銷與品牌權益呈現正相關;對員工個人的重視與管理支援與工作自主之兩個構面,與品牌忠誠度、知覺品質、品牌聯想、品牌知名度亦分別呈現正相關。
而有關中介變項,服務導向公民行為的三個構面,忠誠、服務傳遞與參與,對於內部行銷與品牌權益之中介關係也呈正相關,意即服務導向公民行為,對內部行銷與品牌權益具有顯著之中介效果。
ABSTRACT
This research question is discusses internal marketing , Service-Oriented Organ-izational citizenship behaviors with the brand equity the relations, quotation of and the logical inference by way of the indirect literature, discovered three relations have the necessity thousandth of a Yuan to be further clear. This research is questionnaires survey a way, asks service industry to contact service staff the external customer, is the so-called internal customer helps filling in.
Altogether has mailed 300 questionnaire, please contact the customer the staff view of to this company interior marketing and Service-Oriented Organizational citi-zenship behaviors and interests, carries on fills in answers.
Altogether recycles 230, the elimination invalid questionnaire does not have filling in completion 2, altogether the effective questionnaire is 228, the returns-ratio is 76%. The result this research discovery, the internal marketing and the brand equity and in-terests present are being connected; Supports to the staff individual value and the man-agement and works the independent two construction surface, with the brand loyalty, consciousness quality, the brand association, brand well-knownness also separately pre-sents is being connected.
But related intermediary variable, the service guides the citizen behavior three construction surface, loyal, the service transmits and participation, the intermediary re-lations also presents the correlation regarding internal marketing and the brand rights and interests, Italy is the service guides the citizen behavior, has the remarkable inter-mediary effect to internal marketing and the brand rights and interests.
內容目錄
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... vii
圖目錄  ..................... viii
第一章  緒論................... 1
  第一節  研究背景............... 1
  第二節  研究問題與目的............ 2
  第三節  研究架構與假設............ 4
第二章  文獻回顧................. 12
  第一節  內部行銷............... 12
  第二節  服務導向公民行為........... 17
  第三節  品牌權益............... 23
第三章  研究方法................. 37
  第一節  研究變項之操作型定義與測量工具.... 37
  第二節  研究樣本與資料蒐集.......... 40
  第三節  資料分析方法............. 41
第四章  分析結果................. 43
  第一節  研究變項量表之信度分析........ 43
  第二節  基本資料分析............. 45
  第三節  各量表之相關分析........... 47
  第四節  服務導向公民行為對內部行銷及品牌權益之中介變項檢驗分
析.................. 49
第五章  結論與建議................. 97
  第一節  結論.................. 97
  第二節  建議.................. 103
  第三節  研究限制............... 104
表目錄
表 2.1.1 國內外學者對內部行銷作為研究構面彙整表... 16
表 2.2.1 學者對服務導向公民行為研究彙整表...... 21
表 2.3.1 品牌權益之定義............... 25
表 2.3.2 品牌權益十要................ 33
表 2.3.3 品牌權益之相關研究..............34
表 4.1-1 內部行銷量表信度表..............43
表 4.1-2 服務導向公民行為量表信度表..........44
表 4.1-3 品牌權益量表信度表..............44
表 4.2 受訪者個人基本資料之次數分析.........46
表 4.3 內部行銷、服務導向公民行為與品牌權益量表之相關係數表.......................... 47
表4.4.1
~ 4.4.25 內部行銷、服務導向公民行為及品牌權益各變項間關係,徑路分結果表......................... 50
表 5-1 假設之檢定結果彙整表............ 97
圖目錄
圖 1-1 研究架構圖.................. 5
圖 2-1-1 服務行銷的三角架構圖............. 15
圖 2-1 Aaker之品牌權益架構.............. 27
圖 2-2 Keller之品牌權益架構............. 31
圖 2-3 Masajan, Rao, and Srivastava之品牌權益架
構............................ 32
圖4-1~25 三個變數皆呈正向並顯著的關係圖........ 52
圖 5-1 檢定結果路線關係圖................. 100
參 考 文 獻
一、中文部份
卜敬鵬(1995),工作特性、管理型態及組織氣候對組織公民行為關係之研究—以中資定期航運為例,海洋大學航運管理研究所碩士論文,1-52。
唐子翔(1996),廣告支出量對品牌權益之影響研究,私立淡江大學管理科學研究所未出版碩士論文,1-37。
陳義勝(1996),組織氣候、工作特性及管理型態,透過組織公民行為對政治行為、組織承諾及社會賦閒效果之相關研究,行政院國家科學委員會專題研究計畫成果報告,1-35。
陳建霖(1997),促銷對品牌權益影響之研究,國立雲林科技大學企業管理研究所未出版碩士論文,1-53。
蕭富峰(1997),內部行銷,台北:天下文化出版,1-60。
陳威菖(1997),組織承諾與工作滿組對組織公民行為的影響—以工作疏離感為中介模式,中山大學人資所碩士論文,1-45。
楊敏翔(1997),員工特質、工作特性、服務氣候、與福祉氣候對員工滿意度及顧客滿意度關係之研究—以資訊服務業為例,中原大學企管所碩士論文,1-53。
蔡明慶(1997),組織控制、組織支持、領導者-成員交換理論與組織公民行為關係之研究,中山大學人資所碩士論文,1-39。
林士瑋(1997),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,中原大學企管所碩士論文,1-52。
李祥林、林晉寬、莊寶鵬(1997),中小型專業服務組織之內部行銷作為,屏東科技大學學報,頁數1-15。
韓建玲(1998),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,1-45。
廖瓊瑤(1998),台灣地區各縣市文化中心組織公民行為之研究,銘傳大學管科所碩士論文,1-52。
顧志遠、王國明(1998),服務業系統設計與作業管理,台北:華泰書局,1-45。
林榮春 (1998),靜坐對企業員工情緒管理與人際關係之影響。國立政治大學企業管理學系未出版博士論文,1-38。
洪振順 (1998),組織公正對組織公民行為影響之研究-信任關係之觀點,國立中山大學人力資源管理研究所碩士論文,1-44。
陳文蓉(1999),員工利他行為對服務績效影響之研究—以台灣地區銀行業為例,元智大學管理研究所碩士論文,1-33。
于家琳 (1999),中介性職務之情緒勞務、情緒規則及其社會化:以廣告業務(account)人員為例,國立中山大學人力資源管理研究所碩士論文,1-50。
黃淑琴(1999),「台灣壽險業內部行銷與經營績效之關聯性探討」,靜宜大學企業管理研究所碩士論文,1-49。
陳振燧、洪順慶(1999),「消費品品牌權益衡量量表之建構—顧客基礎觀點」,中山管理評論,7(4),頁數1-53。
呂鴻德、謝憶文(2000),「顧客滿意、品牌權益與顧客終身價值關係之研究」,中原學報,28(2) ,頁數1-41。
黃清波(2000),「品牌要素對品牌權益影響之研究」,國立雲林科技大學企業管理研究所碩士論文,1-43。
賴榮宗(2000),「服務補救、顧客滿意與品牌權益之關係研究」,私立文化大學國際企業管理研究所碩士論文,1-55。
陳盈成(2000),「分紅入股之滿意度、工作投入、工作滿意度、工作壓力與離職傾向之相關研究」,交通大學經營管理研究所碩士論文,1-36。
林杏娥 (2000)。企業福利、員工工作滿足與離職傾向之探討-以某報社為對象,國立中山大學人力資源管理研究所碩士論文,1-53。
唐大鈞 (2000)。工作價值觀與工作特性影響我國內稽人員工作投入與離職傾向的探討,國立中山大學人力資源管理研究所碩士論文,1-49。
簡麗環(2001),組織內部行銷作為與員工顧客導向關係之研究-醫院為例,國立中正大學企業管理研究所碩士論文,1-47。
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」,中山大學人力資源管理研究所碩士論文,1-55。
林尚平 (2001),組織情緒勞務負擔量表之發展,中山管理評論,18(2),1-22。
方俊儒 (2001),領導行為、工作特性與工作滿意關係之探討-以我國大型會計師事務所為例,國立中山大學人力資源管理研究所碩士論文,1-52。
孫淑芬 (2001),工作動機對工作滿意、個人特質及組織公民行為的影響-探索組織文化的干擾效果。中央大學人力資源管理研究所未出版碩士論文,1-36。
李宜珍(2002),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班碩士論文,1-45。
吳明隆(2002),<>,台北:松崗,1-69。
王本賢 (2002),工作特性模式與工作滿足關係之研究─以某國立大學職員為研究對象,國立中山大學人力資源管理研究所碩士論文,1-51。
黃俊英(2002),行銷學的世界,台北:天下文化,1-33。
戴淑賢 (2002),服務氣候與服務導向公民行為之關連性探討,元智管研所碩士論文,1-36。
陳瑞村(2002),組織公民行為、信任與品牌權益之研究,中國文化大學國際企業管理研究所未出版碩士論文,1-56。
吳明哲(2002),「飛牛牧場遊憩意向之研究一價值鏈之觀點」,私立朝陽科技大學休閒事業管理研究所碩士論文,1-40。
王翠品(2002),「內部行銷作為、工作滿足、與離職傾向之研究—以H連鎖娛樂事業為例」,中山大學人力資源管理研究所碩士論文,1-56。
林建忠(2003),組織承諾與工作滿意之調查研究─嘉義縣市警察和消防人員之比較,國立中正大學政治學研究所碩士論文,1-40。
張延蓉(2003),內部行銷、工作滿足、組織承諾與顧客導向關係之研究─以主題樂園為例,南華大學旅遊事業管理研究所碩士論文,1-33。
郭振生(2003),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,1-44。
高玉霞 (2003)。領導型態.工作特性與工作滿意關聯性探討-以基隆市政府暨所屬機關為例,國立海洋大學航運管理學系碩士在職專班碩士論文,1-50。
許玲毓(2003),品牌形象利益、關係利益與品牌忠誠度關係之研究-以品牌關係品質、關係品質為中介變數,國立中興大學企業管理研究所未出版碩士論文,1-51。
陳嘉宏(2003),組織信任、品牌權益與再構意願關係之研究-以保險業為例,私立真理大學財經研究所未出版碩士論文,1-51。
洪宇生(2003),「促銷評價影響品牌權益及購買意願模式之研究—以洗面乳為例」,私立朝陽科技大學企業管理研究所碩士論文,1-45。
徐藝玲(2003),金融業關係利益、關係品質與品牌權益之研究以財富管理為例,中國文化大學國際企業管理研究所碩士論文,1-55。

二、英文部份
Allen, T. D., & Rush, M. C. (1998). The effects of Organizational citizenship behavior on performance judgments: A field study and a laboratory experiment. Journal of Applied Psychology, 83(2), 247-260.
Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and thegood soldier: The relationship0 between affect andemployee “citizenship.” Academy of Management Journal, 26, 587-595
Berry, L. L., V. Zeithaml., & A. Parasuraman (1985). “Quality Counting Services, Too.” Business Horizons, May-June: 44-52.
Bettencourt, L. A., Meuter, M. L., Gwinner, K. P., (2001). A comparison of attitude, personality, and knowledge predictors of Service-Oriented organizational citizenship behaviors., Journal of Applied Psychology, 86(1), 29-41.
Bettencourt, L., Brown, S., (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73, 39-61.
Beyer, Janice M. and Harrison M. Trice (1987), How an organization’s rites reveal its culture, Organizational Dynamics, 15(4), 5-24
Bitner, M. J., B.H.Booms, & M. S. Tetreault (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54:71-84.08. Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The Employee’s Viewpoint. Journal of Marketing, 56, 57-71.
Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance.In N.Schmitt & W. C. Borman (Eds.), Personnel selection in organizations (pp.71-98). San Francisco: Jossey-Bass.
Bowen, D. E., & Schneider, B. (1985). Boundary-spanning-role employees and theservice encounter: some guidelines for future management and research. In J. Czepiel. M.r. Solomon, & C. F. Surprenant (Eds.). The Service encounter (pp.127-147). New York: Lexington Books.
Bowen, D. E. & Schneider, B.(1988). Services Marketing and Management: Implications for Organizational Behavior. Research in Organizational Behavior, 10, 43-80.
Bowen.D. E., Siehl C., & Schneider, B. (1989), A Framework for analyzing customer service orientations in manufacturing, ,Academy of Management Review, 14(1), 75-95.
Bowen, D. and Lawler, E. (1992). The empowerment of service workers: what, why, how and when’s. Sloan Management Review, Spring, 31-39..
Brief, A. and Motowidlo, S., (1986). Prosocial organizational behaviors, Academy of Management Review, 11, 710-725.
Broderick, L. J., & Durden, G. R., (1999). Advertising and the climate for service: incongruity effects on the service orientation of service boundary spanners, 4916. Carl Albrecht (1988),customers value, Long class publishing house。
Chen, Xiao-Ping, Hui, C., & Sego, D. J. (1998), The role of organizational citizenship behavior in turnover:conceptualization and preliminary test of key hypotheses. Journal of Applied Psychology, 83(6), 921-931.
Cahill, D. J., “The Managerial Implicational of the Learning Organization: A New Tool of Internal Marketing”, Journal of Service Marketing, 9(4), pp. 43-51, 1995.
Cahill, D. J. Internal Marketing: Your company’s next stage of growth. Binghamton, N. Y. and London: Haworth Press., 1996.
Campbell, J. P., “Managerial Behavior Performance and Effectiveness”, Journal of Applied Psychology, pp. 332-337, August1970.
Collins, B., and A. Payne, “Internal Marketing: A New Perspective for HRM.” European Management Journal, 9(3), pp. 261-270., 1991.
Conger, J. and Kanungo, R. (1987). Towards a behavioral theory of charismatic leadership in organizational settings’. Academy of Management Review, 12, 637-647.
Cran, D. J. (1994). Towards validation of the service orientation construct. The Service Industries Journal, 14, 34-44.
Dean, Jr. J. W. & Bowen, D. E. 1994. Management theory and total quality: improving research and practice through theory development. Academy of Management Review, 19(3) pp. 392-418 11. Dickson, P. R. and Sawyer, A. G., 1990, The Price Knowledge and Search of Supermarket Shoppers, Journal of Marketing, Vol.54, No.3, pp.42-53.
Deci, E., Connel, J. and Ryan, R (1989). Self-determination in a work organization’. Journal of Applied Psychology, 74, 580-590.
Dunlap, B. J., Dotson M. J., and Chambers T. M., (1988). Perceptions of real-estate brokers and buyers: A sales-orientation, Customer-orientation Approach. Journal of Business Research 17 (September): 175-187
Deshpande, R., Farley, J. and Webster, F (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. Journal of Marketing, 57, pp.23-27
Eastman, K. K. (1994). In the eyes of the beholder:An attributional approach to ingratiation and organizational citizenship behavior. Academy of Management Journal, 37(2), 1379-1391.
E. E. and Cristopher, W. F., (Eds), International Service Quality Handbook, Amacom, New York, NY.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507.
Fombrun, C. J., Tichy, N.M. and Devanna, M.A. (Eds) (1984), Strategic Human Resource Management, Wiley, New York, NY.
Feldman, D. C., Doerpinghaus, H. I. & Turnley, W.H. (1994). Managing temporary workers: A permanent HRM challenge. Organizational Dynamics, 23, 49-63.
George, William R. (1990), “Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level,” Journal of Business Research, Vol. 20, pp.63-70.
George, William R. (1977)., “The Retailing of Services- A ChallengingFuture,” Journal of Retailing, 91 (Fall), pp.85-98
Georeg, W. E., Walls, G. D. and Schrest L. J(1994), “InternalMarketing: The Key to External Marketing Success, ”Journal of service marketing, 8(4) pp.5-13..
George, W. R. and C. Gronroos (1989), ”Developing Customer-Conscious Employee at Every Level-Internal Marketing,” in Handbook of Services Marketing, Carole A. Congram and Margaret L. Friedman, eds., AMACOM, New York.
Gray Dessler (2000), Human Resource Management, Prentice Hall International, Inc.
Gronroos, C. (1981), ”Internal Marketing- Theory and Practice,” in AmericanMarketing Association Services Marketing Conference Proceedings, pp. 41-47.
Gronroos, Christian(1982), “An Applied Service Marketing Theory,” European Journal of Marketing, 16 (7), pp. 30-41.
Gronroos, Christian(1985), “Internal Marketing-Theory and Practice,” in Service Marketing in Changing Environment, T. M. Bloch et al., American Marketing Association, Chicago, pp.41-47.
George, W. R. and C. Gronroos (1989), ”Developing Customer- Conscious Employee at Every Level-Internal Marketing,” in Handbook of Services Marketing, Carole Congram and Margaret L. Friedman, eds., AMACOM, New York.
Gronroos, C. (1981), Internal Marketing-Theory and Practices, in American Marketing Association Services Marketing Conference Proceedings.
Gronroos, C. (1985), Internal Marketing-Theory and Practice. In Services Marketing in a Changing Environment. Thomas M. Bloch et al. (eds), Chicago: American Marketing Association, pp.41-47.
Gummesson, E. (1992), Using Internal Marketing to Develop a New Culture-the Case of Ericsson Quality, Journal of Business and Industrial Marketing, Vol.2,No.3, pp.23-28.
Gronroos, C. (1994), From Marketing Mix to Relationship Marketing: Towards Paradigm Shift in Marketing, Management Decision,Vol.32, No.2, pp.4-22.
George, J. M. (1991). State or trait: Effects of positive mood on prosocial behaviors at work. Journal of Applied Psychology, 76, pp. 299-307.
Gist, M., & Mitchell, T. N. (1992). Self-efficacy: A theoretical analysis of its determinants and malleability. Academy of Management Review, 17:183-211.
Graen, G. (1976). Role making processes within complex organizations, In m.D. Dunnette (Ed.) Handbook of industrial and organizational psychology: 1201-1245. Chicago: Rand McNally.
Graham, J. W. (1991). An essay on organizational citizenship behavior. Employee Rights and Responsibilities Journal, 4, pp. 249-270.
Graham, J. W., (1986). Principled organizational dissent, Research in Organizational Behavior, Vol.8, 1-56.
Grönroos, C. (1990), Service management and marketing: Managing the moment of truth in service competition, Lexington books, Lexington, MA.
Grönroos, C. (1983). Innovative Marketing Strategies and Organizational Structures for Service Firms. In Emerging Perspectives on services Marketing, edited by L. L. Berry, G. L. Shostack, and G. D. Upah. Chicago: American Marketing Association, pp.9-12.
George, J. M. (1991). State or trait: Effects of positive mood on prosocial behaviors at work. Journal of Alied Psychology, 76, 299–307.
Hui, C., Lam, S. S. K. & Law, K. K. S. (2000). Instrumental values of organizational citizenship behavior for promotion:A field quasi-experiment. Journal of Applied Psychology, 85(5), 822-828.
Hackman, J. R. (1977). “Work Design,” in improving life at work, Eds. J. R. Hackman and J. L. Suttle (Glenview, IL: Scott, Foresman and Company, 1977), pp.129.
Hackman, J.R. & Oldham, G. R. (1976). Motivation through the Design of Work: Test of a theory, Organizational Behavior and Human Performance, Aug, pp. 250–279.
Hackman, J. R. & Lawler, E. E. (l971). Employee reactions to job characteristics.Journal of Applied Psychology, 55, 250–279.
Hackman, J. R., Oldham, G. R., Janson, R. & Purdy, K. (1975). A new strategy for job enrichment. California Management Review, Summer, 57–71.21.
Hamel, K. & Bracken, D. (1986). Factor Structure of the job stress quentionnaire (JSQ) in 3 occupational groups. Educational and Psychological Measurement, 46(3), pp. 777–786.
Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press. Hoppock, R. (1935). Job Satisfaction, New York: Happer and Row.
Hillsdale, NJ: Erlbaum. James, N. (1989). Emotional labour: Skill and work in the social regulation of feelings. Sociological Review, 37, 15–42.
Isen, A. M. & Kimberly A. Daubman (1984). The influence of affection categorization. Journal of Personality and Social Psychology, 47, 1206–1217.
Isen, A. M. & Levin, P. F. (1972). Effect of feeling good on helping: Cookies and kindness. Journal of Personality and Social Psychology, 21, 384–388.
Isen, A. M. (1990). The influence of positive and negative affect on cognitive organization: Some implications for development. In N. Stein, B. Leventhal, & T. Trabasso (Eds.), Psychological and biological approaches to emotion (pp. 75- 94).
Jex S. M. & Beehr T. A. (1991), Research in Personnel and Human Resources Management, Emerging Theoretical and Method logical Issue in the study of work-related stress, London:JAI Press Inc,Vol.9, pp. 311-365.
Joseph, W. B. (1996), Internal Marketing Builds Service Quality,Journal of Health Care Marketing,Vol.16, No.1, pp.54-59.
Koys, D. J. (2001). The effect of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology, 54, 101-114.
Lodahl, T. M. & Kejener, M. (1965), The definition and measurement of job involvement. Journal of Applied Psychology, Vol.44, pp.24-33.
MacKenzie, S. B., Podsakoff, P. M., & Fetter, R. (1991). Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salesperson performance. Organizational Behavior and Human Decision Processes, 50, 123-150.
MacKenzie, S. B., Podsakoff, P. M., & Fetter, R. (1993). The impact of organizational citizenship behavior on evaluations of salesperson performance. Journal of Marketing, 57, 70-80.
Moorman, R. H., Blakely, G. L., & Niehoff, B. P. (1998). Does perceived organizational support mediate the relationship between procedural justice and organizational citizenship behavior? Academy of Management Journal, 41(3), 351-357.
Mael, F. A. & Tetrick, L. E. (1992), Identifying Organizational Identification. Educational and Psychological Measurement, Vol.52, No. 4, pp. 813-824.
Motowidlo, S. J., & Van Scotter, J. R. (1994). Evidence that task performance should be distinguished from contextual performance, Journal of Applied Psychology, 79, pp.475-480.
Nalamoto, K., Mac Innis, D. J, & Jung, H. S. (1992). Advertising claims ad evidence as bases for brand equity and consumerevaluations of brand extensions. In D. A. Aaker & A.L.Biel (Eds),Brand Equity and Advertising: Advertising’s Role in Building Strong Brands, 3(99281-298). Hillsdale, New Jersey:Lawrence Erlbaum Associates.
Oliver, R. L, & DeSarbo, W. S (1988) “Response determinants in satisfaction judgement.” Journal of Consumer Research, pp. 495-507
Ourusoff, Alexandre (1993), “What’s in A Name? ” Financial world, Vol. 161. September, pp. 81-85.
Ostrom A & D. Iacobucci (1995). “Consumer Trade – off and the Evaluation of Services”, Joumal of Marketing, Vo159, January, pp.17-28
Piercy, N. & Morgan, N. (1991), Internal Marketing-The Missing Half of the Marketing Program, Long Range Planning, Vol. 24, No. 2, pp. 82-93.
Parasuraman , A, Zeithaml, V. A., & Berry, L. L. (1993). The nature and determinants of customer expectations of service”. Journal of the Acdemy of Marketing Science, pp. 1-12.
Park, C. S, & Srinivasan, V (1994). “A survey-base method For measuring and understanding brand equity and extendibilify. Journal of marketing Research, pp. 27-88.
Podsakoff, P. M., Ahearne, M. & MacKenzie, S. B. (1997). Organizational citizenship behavior and the quantity and quality of work group performance. Journal of Applied Psychology, 18(2), 262-270.
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, pp. 219-232.
Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: replication and extension. Journal of Applied Psychology, 70, 423-433.
Schneider, B., & Bowen, D. E. (1993). The service organization: human resources management is crucial. Organizational Dynamics, 21, 39-52.
Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252-267.
Schneider, B., Wheeler, J. K., & Cox, J. F. (1992). A passion for service: using content analysis to explicate service climate themes. Journal of Applied Psychology, 77, pp. 705-716.
Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: test of a causal model. Journal of Applied Psychology, 83, 150-163.
Smith, Kendell and Hulin (1969), “A Linear Model of Job Satisfaction,” Journal of Applied Psychology. (49), pp. 209-216.
Steers, Richard M. (1994), Introduction to Organizational Behavior, 4thed., New York: Harper Collins Publishers Inc.
Tansuhaj, Patriya, Donna Randall, and Jim McCullough (1988), “A Services Marketing Management Model: Integrating Internal and External Marketing Functions,” The Journal of Services Marketing, Vol. 2, No. 1, (Winter), pp.31-38.
Tansuhaj, Patriya, Donna Randall, and Jim McCullough (1981), “Applying The Internal and External Marketing Concept within Large Organizations: As Applied to a Credit Union,” Journal of Professional Services Marketing, 6(2), pp. 193-302.
Tomas (1978), “Strategy Is Different in Service Industries”, Harvard Business Review, Jul-Aug., pp. 158-165.
Van Dyne, L., Graham, J. W., & Dienesch, R. M. (1994). Organizational citizenship behavior: construction redefinition, measurement, and validation. Academy of Management Journal, 37(4), 765-802.
Vroman, H. W. and Luchsinger, V. P. (1994), Managing Organizational Quality, Burr ridge, IL: Irwin..
Vroom (1964), Work and Motivation. New York: John Wiley Sons. pp. 99-190 .
Werner, J. M. (1994). Dimensions that make a difference:examining the impact of in-role and extra-role behaviors on supervisory ratings. Journal of Applied Psychology, 79(1), 98-107.
Wernimont (1972), “A system view of job satisfaction,” Journal of Applied Psychology, 56, pp. 174.
電子全文 電子全文(本篇電子全文限研究生所屬學校校內系統及IP範圍內開放)
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔