|
吳宗祐、徐瑋伶、鄭伯壎,〈怒不可遏或忍氣吞聲:華人企業主管威 權領導與部屬憤怒反應〉,《本土心理學研究》,18,頁3~49, 2002。 黃正雄,〈領導力與人力資本關係:人力資本觀點下教練行為之研究〉, 《國科會專案研究計畫成果報告編號: NSC93-2416-H-182-012》,台灣桃園:長庚大學企業管理研究 所,2005。 黃正雄,〈工作力承諾模式之研究成果報告〉,《長庚醫院專案計畫 成果報告編號:CARPD340021》,台灣桃園:長庚大學企業管理研究所,2006。 黃正雄、洪群峰,〈社會網絡與教練行為對企管研究生學習成效的探 討:社會資本之研究〉,論文發表於銘傳大學2008年國際學術 研討會。台北:銘傳大學,2008,3月。 彭台光、高月慈、林鉦棽,〈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),頁77~98, 2006。 黃芳銘、楊世安,〈家庭因素對國小學童環境行為影響模式之研 究〉,《師大學報》,51(1),頁159~183,2006。 鄭伯壎,《華人領導:理論與實際》,台北:桂冠圖書公司,2005。 鄭羽婷,〈主管教練行為與員工心理特質對顧客服務、顧客反應 與任務績效之影響:以業務人員為例〉,長庚大學,碩士論文 ,2006。 American Management Association, Coaching: A global study of successful practices, 2008. Brown, T. J., Mowen, J. C., Todd Donavan, D., & Licata, J. W., “The customer orientation of service workers: Personality trait determinants and effects on self-and supervisor performance ratings”, Journal of Marketing Research, 39(1), pp. 110–119, 2002. Bentler, P. M., EQS: Structural equations program manual. Encino, CA: Multivariate Software, 1995. Bolman, L. G., & Deal, T. E., “Leadership and management effectiveness: A multi-frame, multi-sector analysis”, Human Resource Management, 30(4), pp. 509-534, 1991. Bettencourt, L. A., & Brown, S. W., “Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors”, Journal of Retailing, 73(1), pp. 39-61, 1997. Bollen, K. A., & Long, J. S., Testing structural equation models, Newbury Park, CA: Sage, 1993. Brady, M. K., & Cronin, J. J., “Customer orientation: Effects on customer service perceptions and outcome behaviors”, Journal of Service Research, 3(3), pp. 241-251, 2004. Carmines, E. G., & McIver, J. P., Analyzing models with unobserved variables: Analysis of covariance structures. In G. W. Bohrnstedt, & E. F. Borgatta (Eds.), Social measurement: Current issues (pp. 65-115). Beverly Hills, CA: Sage, 1981. Chelladurai, P., & Saleh, S. D., “Dimensions of leader behavior in sports: Development of a leadership scale”, Journal of Sport Psychology, 2, pp. 34-45, 1980. Cropanzano, R., & Mitchell, M. S., “Social exchange theory: An Interdisciplinary review”, Journal of management, 31(6), pp. 674-900, 2005. DeVellis, R. F., Scale development theory and applications. Newbury Park, CA: Sage, 1991. De Cremer, D., & van Knippenberg, D., “Leader self-sacrifice and leadership effectiveness: The moderating role of leader self-confidence”, Organizational Behavior and Human Decision Processes, 95, pp. 140–155, 2004. Donavan, D. T., Brown, T. J., & Mowen, J. C., “Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors”, Journal of Marketing, 68(1), pp. 128-146, 2004. Feldman, D. C., “Career coaching: What HR professionals and managers need to know”, Human Resource Planning, 24(2), pp. 26-35, 2001. Foa, U. G., & Foa, E. B., “Resource theory: Interpersonal behavior as exchange,” In K. J. Gergen, M. S. Greenberg, & R. H. Willis (Eds.), Social Exchange: Advances in theory and research (pp. 77-94). New York: Plenum Press, 1980. Fornell, C., & Larcker, D. F., “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, 18(1), pp. 39-50, 1981. Fiedler, F. E., “The leadership game: Matching the man to the situation”, Organizational Dynamics, 4(3), pp. 6-16, 1976. Galford, R., & Drapeau, A. S., “The enemies of trust”, Harvard Business Review, 81(2), pp. 88-95, 2003. Gelade, G. A., & Young, S., “Test of a service profit chain model in the retail banking sector”, Journal of Occupational and Organizational Psychology, 78(1), pp. 1–22, 2005. Guenzi, P., & Pelloni, O., “The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider”, International Journal of Service Industry Management, 15(4), pp. 365-384, 2004. Goleman, D., “What makes a Leader”, Harvard Business Review, 82(1), pp. 82-91, 2004. Huang, C. S., “Prosocial behaviors, customer attitudes, and sales performance of salespersons”, working paper, 2008. Hackman, J. R., & Wageman, R., “A theory of team coaching”, Academy of Management Review, 30(2), pp. 269-287, 2005. Hersey, P., & Blanchard, K. H., “So you want to know your leadership style”, Training and Development Journal, 35(6), pp. 34-54, 1981. Heskett, J. L, Sasser, W. E., & Schlesinger, L. A., The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value. New York: The Free Press, 1997. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A., “Putting the service-profit chain to work”, Harvard business review, 86(7/8), pp. 118-129, 2008. Kline, R. B., Principles and practice of structural equation modeling. New York: Guilford Press, 1998. Koys, D. J., “The effects of employee satisfaction organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study”, Personnel psychology, 54, pp. 101-114, 2001. Lewin, K., & Lippet, R., “An experimental approach to the study of autocracy and democracy: A preliminary note”, Sociometry, 1, pp. 292-300, 1938. Lavelle, J. J., Rupp, D. E., & Brockner, J., “Taking a multifoci approach to the study of justice, social exchange, and citizenship behavior: The target similarity model”, Journal of Management, 33(6), pp. 841-866, 2007. Lau, D. C., Liu, J., & Fu, P. P., “Feeling trusted by business leaders in China: Antecedents and the mediating role of value congruence”, Asia Pacific Journal of Management, 24(3), pp. 321-340, 2007. Mohr-Jackson, I., “Broadening the market orientation: An added focus on internal customers”, Human Resource Management, 30(4), pp. 455-467, 1991. Morrison, M., Mark, R., Ray, R., Manderlink, G., & Ulrich, D., “The very model of a modern senior manager”, Harvard Business Review, 85(1), pp. 27-29, 2007. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64(1), pp. 12-40, 1988. Pugh, S. D., Dietz, J., Wiley, J. W., & Brooks, S. M., “Driving service effectiveness through employee-customer linkages”, Academy of Management Executive, 16(4), pp. 73-84, 2002. Rindfleisch, A., Malter, A. J., Ganesan, S., & Moorman, C., “Cross-sectional versus longitudinal survey research: Concepts, findings, and guidelines”, Journal of Marketing Research, 45(3), pp. 261-279, 2008. Thomas, R. W., “The selling orientation-customer (S. O. C. O.) scale: A proposed short form”, The Journal of Personal Selling, & Sales Management, 21(1), pp. 63-69, 2001. Redding, S. G., The Spirit of Chinese Capitalism. New York: Walter de Gruyter, 1990. Rhoades, L., & Eisenberger, R., “Perceived organizational support: A review of the literature”, Journal of Applied Psychology, 87(4), pp. 698-714, 2002. Scott, S. G., & Bruce, R. A., “Determinants of innovative behavior: A path model of individual innovation in the workplace”, Academy of Management Journal, 37(3), pp. 580-607, 1994. Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K., “Understand organizational-customer links in service settings”, Academy of management journal, 48(6), pp. 1017-1032, 2005. Snook, S. A., “Love and fear and the modern boss”, Harvard Business Review, 86(1), pp. 10-17, 2008. Stock, R. M., & Hoyer, W. D., “Leadership style as driver of salespeoples' customer orientation”, Journal of Market-Focused Management, 5(4), pp. 355-376, 2002. Spreier, S. W., Fontaine, M. H., & Malloy, R. L., “Leadership run amok: The destructive potential of overachievers”, Harvard Business Review, 84(6), pp. 72-82, 2006. Sherman, S., & Freas, A., “The wild west of executive coaching”, Harvard Business Review, 82(11), pp. 82-90, 2004. Sierra, J. J., & McQuitty, S., “Service providers and customers: Social exchange theory and service loyalty”, Journal of Services Marketing, 19(6), pp. 392-400, 2005. Van, V. M., Jepson, S. F., Hart, C. M., & De Cremer, D., “Autocratic leadership in social dilemmas: A threat to group stability”, Journal of Experimental Social Psychology, 40, pp. 1 –13, 2004. Wiley, J. W., “Customer satisfaction: A supportive work environment and its financial cost”, Human Resource Planning, 14(2), pp. 117-127, 1991. Waldroop, J., & Butler, T., “The executive as coach”, Harvard Business Review, 74(6), pp. 111-117, 1996.
|